Configuring Customers

The Customers menu is where the an administrator indicates which information (name, surname, status, address, etc.) should be used and attributed to a customer entity.
These properties are fully customizable to the organization's needs and appear on CIH FrontOffice and in the Agent Scripts.

In CIH BackOffice you can create Data Fields, Field Groups and Customer Types.

 

Customers Data Fields

Data Fields are the place where you can store data related to customers. The data is commonly used to refer to a column in a database or a field in a data entry form or web form. The field may contain data to be entered as well as data to be displayed.

You can Add, Edit, Delete and change the order of the Data Fields.

 

Adding a Field

To add a Field:

  1. In the CIH BackOffice go to Customers -> Customer Configuration.
  2. Inside Data Fields, click New Field. A dialog will pop-up.
  3. In the pop-up window, you must fill in the following properties:
    • Name - name of the data field (mandatory)
    • Data Type - text or numeric
    • Required - indicate if this is a mandatory field
    • Indexed - indicate if this field is to be indexed
    • Promoted - indicate if this field is to be promoted
    • VisibleOnlyOnCustomerType - indicate if this field is to be displayed depending on the chosen type of customer
    • DataFieldGroup - indicate to which group of fields this data field should belong to type the desired Name for the Field Group:

      field.png
  4. Click Confirm to add the new Field.

Editing Field

To edit a Field:

  1. Select the Field you wish to edit, from the Fields list.
  2. Click edit_issue.png to the left of the Field's name.
  3. On the pop-up window, make your changes to the field.
  4. Click Confirm to commit your changes.


Deleting a Field

To delete a Field:

  1. Select the Field you wish to delete, from the Fields list.
  2. Click delete_issue.png to the left of its name
  3. Confirm your choice on the dialog window by clicking Delete.

Changing the order of a field

To the change the fields order:

  1. In the Fields list, locate the field(s) you want to move up or down in the list.
  2. Click in up-down.png to move them up or down in the list.

Note: Note that you can only change the order of the fields in the context of their group. You can not move a field from a group to another.

 

Field Groups

Groups refer to an aggregated set of customer data fields that may be used for an aggregated context identification.

You can Add, Edit, Delete and change the order of the Field Groups.

 

Adding a Field Group

To add a Field Group:

  1. In the CIH BackOffice go to Customers -> Customer Configuration and click in the Groups tab.
  2. Inside Groups, click New Field Group. A dialog will pop-up.
  3. In the pop-up window, type the desired Name for the Field Group:

    customer_field_groups.png

  4. Click Confirm to add the new Field Group.

Editing Field Groups

To edit a Field Group:

  1. Select the Field Group you wish to edit, from the Field Groups list.
  2. Click edit_issue.png to the left of the Group's name.
  3. On the pop-up window, make your changes to the group.
  4. Click Confirm to commit your changes.


Deleting Field Groups

To delete a Group:

  1. Select the Field Group you wish to delete, from the Group list.
  2. Click delete_issue.png to the left of its name
  3. Confirm your choice on the dialog window by clicking Delete.

Changing the order of a group

To the change the groups order:

  1. In the Field Group list, locate the group(s) you want to move up or down in the list.
  2. Click in up-down.png to move them up or down in the list.

 

Customer Types

Customer Types is the classification of the types of customers the contact center deals with. This can be, for instance, VIP customers, Senior customers, Retired customers, etc.

In this configuration tab you can Add, Edit or Delete your Customer Types.

 

Adding a Customer Type

To add a Customer Type:

  1. In the CIH BackOffice go to Customers -> Customer Configuration and click in the Customer Type tab.
  2. Inside Customer types, click New Customer Type. A dialog will pop-up.
  3. In the pop-up window, type the desired Name for the Customer Type and check the Services to which you want to associate this Customer Type:

    customer_type_1.png

  4. Click Confirm to add the new Customer Type.

Editing Customer Types

To edit a Customer Type:

  1. Select the Customer Type you wish to edit, from the Customer Types list.
  2. Click edit_issue.png to the left of the Customer Type's name.
  3. On the Edit Customer Type pop-up window, make your changes to the customer type.
  4. Click Confirm to commit your changes.


Deleting Customer Types

To delete a Customer Types:

  1. Select the Customer Type you wish to delete, from the Customer Types list.
  2. Click delete_issue.png to the left of its name
  3. Confirm your choice on the dialog window by clicking Delete.

 

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