Wrap-up timeline with telephony events

In this scenario, Steve, a customer service agent for U+Bank, logs into the U+Bank customer service portal then logs into the Cisco Finesse CTI. After making himself ready, Steve receives a call from Joseph, a customer.

Steve answers the call and launches an interaction by accepting the screen pop.

Joseph called to file a complaint about a late payment fee. As he is new to the process, Steve puts Joseph on hold while he gathers information and investigates the issue. After some time, Steve concludes that the late payment fee cannot be reversed and informs Joseph about it.

Joseph is not happy with the outcome and asks Steve to escalate the call with his manager. Steve decides to have a quick consultation call with Alan, his supervisor.

Steve provides the reason for the transfer and uses the phonebook records to search for Alan by name. Thanks to the phonebook, Steve does not need to remember Alan's extension.

Alan receives the call and accepts the screen pop. Steve explains the situation, and after a short conversation Alan drops from the call.

After wrapping up the interaction, Steve can see the events and their durations captured in the timeline. Based on his conversation with Alan, Steve transfers the call, along with the interaction, to Alan.

Alan answers the call. He clicks the Wrap-up timeline to see what has happened so far. He sees that Joseph has been placed on hold twice, and when the call was transferred to him. Alan then begins to process the complaint. As Joseph rarely misses a payment, Alan decides to waive the late payment fee.

This video has demonstrated how the Wrap-up timeline of CTI events gives agents more insight into the customer call, and how agents can use phonebook records to search for a contact without needing to remember extensions.

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