Navigating Customer 360 Console
As a frontline agent, a resolver agent, a collaboration agent, a service quality agent, and a supervisor, you can access Customer 360 Console. The console displays customer data that is aggregated from various sources. With this data, you get detailed insights into the customer profile that helps you during your interaction with a customer.
Use the console to perform the following tasks:
- View customer details; for example, customer status, segmentation, preferences, language, products and services, activities, sales and payment history, case history.
- View different customer metrics such as CES, NPS, CSAT
- View customer sentiment
Based on the type of agent you are in the company, access Customer 360 Console from Frontliner Console, Resolver Console, Supervisor Console, Collaboration Console, or Service Quality Console.
Overview of Customer 360 Console
The federated data on the customer 360 console can be different for different industries. Depending on the kind of business and services/products offered, the customer 360 console can be customized to best suit your needs.
The following image highlights the different sections in the console for telecom (left) and retail (right):
The following table describes the different sections in the console:
Annotation | Section | Use |
|---|---|---|
1 | Customer 360 Console | View the latest customer scores; for example, Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and access dashboards that provide insights into trend analysis of all scores, case nature, FCR rate. |
2 | Customer Profile | View customer information; for example, customer ID, name, segment, contact details, status. |
3 | Customer Data | View the following customer data aggregated from various records:
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