Linking phone interactions to tickets
Linking phone interactions to tickets is a Delonghi required process that all voice agents must follow. This process maintains control of all calls coming in via phone and provides useful data to Delonghi and the call center.
Box pop-up
Whenever we receive a call, a box will pop up with suggestions of possible callers.
Asking for the customer's name
After asking for the customer´s name, we can search for it on the bar on the left side of the screen.
Click on person's icon
If the information coincides with the person calling, we click on the person's icon with the check mark.
Confirming
When we confirm it, you will see the customer´s name on the right side of the screen.
Two possibilities
Now, there are two possibilities: the first is that the customer already has a ticket number, or we have to create a new one. If the customer already has a ticket number, we can search for it here.
Click on attach icon
We click on the attach icon to see the result on the right side of the screen.
If the customer needs a new ticket number
If the customer needs a new ticket number, we go to the left side of the screen click on new, and select new ticket.
Fill out ticket
Now we can fill out the ticket´s information and save it.