Configuring Services

Services are primarily created in OneContact/Nubitalk but will be listed on BackOffice's main page. In here you can perform some actions in the CIH context, in the Outbound Services. You can:

 

Setting the rescheduling to be available on outbound services

It is possible to define which outbound services can be used when an agent decides to reschedule a contact attempt. To set it:

  1. In CIH BackOffice page, click Service Configuration. The click in the Outbound tab.
  2. In Outbound, click on the name of the service that you want to edit to open its detailed view:

    service_config_1.png

  3. Check In Reschedule.

The list of services available to be used for rescheduling will appear on the agent's console when an agent clicks on the Reschedule button when or after talking to a customer.

 

Editing the External URLs

It is possible to edit the external URL that will be displayed in the agent's script when dialing on outbound services. To do this:

  1. In CIH BackOffice page, click Service Configuration. The click in the Outbound tab.
  2. In Outbound, click on the name of the service that you want to edit to open its detailed view:

    service_config_1.png

  3. Click Edit External URL. A dialog will pop-up:

    service_config_2.png

  4. Type the desired address for the External URL and click Confirm to add it to the service. 
  5. The external URL will be associated with the respective Outbound Service:

    service_config_3.png

 

Editing the metadata in outbound services

Metadata are the regular indications that can be attached to an Outbound service's data fields. In other words, data that describes data.

Metadata can be, for instance, Street indication in an address, City name, Door Number, Email, Identification Card Number, etc.

CIH makes it is possible to edit the metadata in the outbound services. To do this:

  1. In CIH BackOffice page, click Service Configuration. The click in the Outbound tab.
  2. In Outbound, click on the name of the service that you want to edit to open its detailed view.
  3. In the selected service detailed view, click in the Metadata tab:

    service_config_5.png

  4. Click Edit Metadata. A dialog will pop-up:

    service_config_4.png

  5. On the Edit Metadata pop-up window you can:
    • Check Enabled to enable the metadata you want to display in the service.
    • Select the Metadata Field you wish to display for the service
    • Select the respective Customer Field from the drop-down menus.
    • Click Confirm to confirm the changes in your metadata.
  6. The metadata becomes enabled and visible in the selected service.