We are a Worker's Comp company so we need to track who is calling in requesting info. Usually for provider's offices. So we need to track the name of the person calling, company, policy number and claim number they are referencing, etc. Currently we use a system call Call Log and we are trying to see if we can stop using that system and just track everything in Purecloud. But from what I am seeing as available options that might not be doable.
Thanks,
------------------------------
Britney Springer
Zenith Insurance Company
------------------------------
Original Message:
Sent: 12-07-2023 19:19
From: Robert Wakefield-Carl
Subject: Wrap Up Notes
I guess I would like to know your business use case and/or your expected outcome. There are many ways of accomplishing what you briefly asked for, but without knowing what you want and where you want it, leave it open to way too many options.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-30-2023 10:30
From: Britney Springer
Subject: Wrap Up Notes
Is it possible to have a report that can pull the wrap up notes? The only way I can see how to access the notes is to go to the interactions for that queue and export all the interaction details.
Also, is there another way save call information other than notes? Such as caller name, inquiry, etc.
#Reporting/Analytics
------------------------------
Britney Springer
Zenith Insurance Company
------------------------------