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Use Case: We would like each inbound call to the agent queue to have the customer’s specific branding displayed to the agent. This will help us identify the client better. Very easy to do with an attribute and a custom CCP.
Use Case: When an agent answers the call, we would like to restrict the S3 data available to the agent. We would like the Agent to only access data records specific to that Customer, i.e. name, date of birth, phone number, cases, previous notations, previous call records etc… I'm not sure I understand the S3 and agent relationship, but the customer data you mention and the first item can be solved the same way.
**Use Case **- We want to use Amazon Wisdom for these clients as well but don’t want our agents to have access to all Wisdom content. We would like to restrict the Wisdom search results to Wisdom content pertaining to the specific Customer. I'm not sure on this one. If an agent can handle any client, why the restriction? Aren't you better served by tagging your knowledge with the customer name to ensure the most accurate hit?
david
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- asked 10 months ago
damcias, thank you. Could you explain the first answer a little better, how to create an attribute to add it? In my case, I have an instance with two phone numbers and we are 3 agents for two similar online stores and we want everyone to answer all the calls, but when they call us, we want to know which number they have called to help the customer and know which store they are coming to.
You can set an contact attribute where phonenumberA=Store1 and phoneNumberB=Store2. Then you pass that along to the agent so they know how to greed the caller. You can also use a whisper flow to let the agent know what store is calling them. You can do this out of the box with agent workspace or go all out with a custom CCP desktop.