Managing Customer Details & Task History

Information in this article is also available in the Buzzeasy Academy video below.

Buzzeasy attempts to find and associate an existing customer in its database to the tasks you work on as best as it can. Sometimes you might want to update, replace or add customer records by hand.

Whenever a task is active, the Customer Data panel shows up in the work area – or can be expanded to its full view using the small ">" icon in its title.

The Customer Data panel contains the Customer Details section, which has a couple of features to help you. Bundled with it, the Task History is displayed as well.

Engaging a customer in lookup

You can initiate ad-hoc outbound conversations while in Lookup mode by clicking the available phone or email icons in the respective customer data fields.

You can also trigger the script that is associated to your Workspace or schedule a callback at a future date and time using one of the available phone numbers.

Edit customer details

You are free to modify the customer properties at any time you see the Edit option in the Customer Data panel.

On top of the First, Middle and Last names, you can modify the Email Address, and can add any number of Phone Numbers.

Marking a Phone Number as Preferred will set that one as the default for callbacks.

You can also mark yourself as the preferred agent for the given customer, or clear a previous agent preference.

Swapping and merging

You can swap the customer Buzzeasy associated to the active task, or merge it with another record:

  1. While engaged in an active task, click the View All link, to see the full list of customer records available to you.

  2. Use the filter buttons and type the first few characters of the name, email address or phone number of the target customer to find it.

  3. Click the customer record you are looking for. The Customer Data shows up for this customer, including their task history. Crucially, the buttons Swap and Merge show up as well.

  4. Select the action you need. The previous customer record the system associated to the active task is either swapped or merged with the one you found.

Adding a new customer record

You can add a new customer record while in Lookup or during an active conversation.

  1. To add a new customer record while engaged in a task, click the View All link to have the customer list show up.

  2. To add a new customer record with no active task, enter Lookup mode, select an optional Agent Workspace to have the customer list show up.

  3. The Create customer button is at the bottom right of the customer list; click it. An empty Customer Data panel opens up. Fill the various fields for the new record.

  4. When done, click Save. The new record is saved (with an empty Task History).

  5. In case you are in an active task, you can now perform swapping or merging to alter the customer record of that task.

Schedule a callback

In case your administrator configured it, you can click the Schedule call button in the Customer Details section while in Lookup or during an active task.

  1. Click Schedule call. Additional fields show up to configure the callback request.

  2. Select the designated callback campaign from where the callback call will be initiated.

  3. In case of multiple phone numbers, select the one you'd like Buzzeasy to call the customer on.

  4. Specify the date and time of the callback.

  5. Click Schedule. A message shows up confirming the callback request has successfully been filed.

In case there is an existing callback already filed for this customer using this phone number, a warning message shows up. You might wish to renegotiate the callback details with the customer in these cases.

Using the task history

You can review the contact or task history of the customer your active task is associated with.

You do this using the Task History section of the Customer Data panel in the work area.

The Task History provides a chronological list of every conversation with the customer, across every channel used, and with each of the agents that were involved.

View history details

The top part of the panel contains a series of selections and buttons to filter the list.

Individual history entries detail the date & time, the duration, media, the channel name and the technical result (e.g. it was handled properly or missed) of the conversation.

In case the task was handled, it also presents the name of the agent that was involved, the Completion code associated and any notes added by the agent.

You can view the transcript of the previous email, webchat and social messaging conversations. You can also download the chat based (web and social messaging) transcripts.

Reorder the list

By default the list is in a reverse chronological order, so most recent items are at the top.

  1. Open the Filter History section by clicking its title section.

  2. Select Newest or Oldest as required.

Filter the list

Additional filter criteria can be specified based on:

  • Agent names
  • Channel names
  • Media types (voice, email, chat, etc.)
  • Completion codes
  • Date intervals

The range of available selections for the above filters are taken from the history of the particular customer.

Using the case history

If it is enabled, you can use Buzzeasy's Case Management functionality to track unique business cases of individual customers. You find it next to the Task History.

A case is a set of custom fields your administrators defined, with a state – it can be open or closed. You open, modify and eventually close cases as well as assign them to or unassign them from your current task as per the business processes your supervisors established with regards to the Agent Workspace you process your tasks in.

The Case History is a chronological list of past and present cases up to their retention period.

Any agent having access to the given Agent Workspace and the particular customer can see this case history and can also open, modify and close cases.