Call Information
The Contivio Call Information is where you can see the caller's ID (phone number or email address), take notes about the call, and select a disposition.
Some contact centers have other fields here for agents to fill out as well. If you're using a CRM like NetSuite or Salesforce, the information here will be added to the customer's record within the CRM.
Some contact centers have other fields here for agents to fill out as well. If you're using a CRM like NetSuite or Salesforce, the information here will be added to the customer's record within the CRM.
Side Bar Navigation
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 Side Bar Call Information.
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Custom Widgets
From the Call Information, users can capture information regarding their communication without having to navigate away from the contact center. All information gathered, such as ‘Dispositions’ or notes, are automatically pushed to the CRM and are reportable through Contivio.com. The Call Information form is summarized as follows:
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Dispositions
Call Information Dispositions.
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The Call Information icon is the second option in the Contivio Side Bar – directly below the Directory List. A user can navigate to the Call Information icon to take notes and record the ‘Disposition’ – the default web widget. Displayed for the user in the header is the ID of the active communication (e.g., caller ID). It’s followed by the drop-down list of ‘Dispositions’ to choose from. Below the ‘Dispositions’ is the ‘Notes’ section for free form writing.
The information will be pushed to the CRM and reset once the active communication is ended and/or the wrap up period is over. At any time, the form can be cleared and pushed to the CRM by selecting the ‘Dismiss’ icon. This will also end a call that's in retention. If you want to maintain the data (e.g., Disposition) and notes in the Call Information widget after your call has ended, your Administrator must enable the Queue with retention. Once the Queue is setup to retain your data and notes, you can self manage this feature via Settings > CRM & Call Data > Post Wrap-up. When Call Information is in retention, a user can navigate back to the call data and notes by selecting the call from the Media Heartbeat. When done, click the 'Dismiss' button. Note: Dispositions are defined by the System Admin through the Admin Portal under Data Extensions. |
