Question
Coforge
US
Last activity: 20 Sep 2016 9:48 EDT
Call notes Capture Utility - Customer service Frame WorkC
Hi, We use Customer service FW V7.1.4 for our CallCenter application. Business is requesting about Providing them a utility where during the entire period of call with customer (Interaction creation flow till Wrapup) and during Service Request processing, they should be able to capture running notes about call. It should be simple to use and should always accesible in any screen. It is similar to like Chat box opens in booking websites and visible always whether screen has scrool bars or not.
I was thinking why capturing running notes is not part of either Case Design or Customer Service FW addon feature. This is very commonly required feature and very useful for any Customer Service application.
Can you please help me to highligh, is there any such features available which can be leveraged ?
(Note: We know about Add Attachment utility where we can add notes, but that has too many steps to follow and may work well if user attach only one note for entire Call, but not sutable if they want to keep on capture running notes during entire persiod of call with customer))
***Updated by Moderator: Vidyaranjan. Removed user added Ask the Expert tag. Apologies for confusion, shouldn't have been an end-user option; added Category***
Accepted Solution
Pegasystems Inc.
IN
Response from Gautham Parcha to this question on Ask the Expert:
As a best practice it is recommended not to let CSRs type notes – they are expensive and subjective (not easily reportable). Instead, have them collect details(in service cases) using drop downs or other selectable fields so that you get objective data that can be reported on without time-consuming note taking. Alternatively, you could use Pulse to capture notes for each service case or during Interaction wrapup (under configuration tools button).
Follow-up question:
Hi Goutam, Thanks for reply regarding Notes utility feature in CS FW question.
But there are many situations where Caller give additional info where CSP may not have relevent filed to capture, rather they type that in notes to pass it to backOffice. Or there could be situation where, call center may asked to capture some additional info for calls, but corresponding code changes is still in-progress, during this time, csp need a way to capture this details, in such cases they like to use Notes utility.
Response from Gautham Parcha to this question on Ask the Expert:
As a best practice it is recommended not to let CSRs type notes – they are expensive and subjective (not easily reportable). Instead, have them collect details(in service cases) using drop downs or other selectable fields so that you get objective data that can be reported on without time-consuming note taking. Alternatively, you could use Pulse to capture notes for each service case or during Interaction wrapup (under configuration tools button).
Follow-up question:
Hi Goutam, Thanks for reply regarding Notes utility feature in CS FW question.
But there are many situations where Caller give additional info where CSP may not have relevent filed to capture, rather they type that in notes to pass it to backOffice. Or there could be situation where, call center may asked to capture some additional info for calls, but corresponding code changes is still in-progress, during this time, csp need a way to capture this details, in such cases they like to use Notes utility.
We cannot embed in screen's because we dont know in which screen Caller gives that additional info or CSP may need to capture this. So we cannot add Notes fileds in all screens of interaction/Sr's rather it should be a utility to Launch from any work and capture notes with correponding work context.
Regarding using Pulse, yes it is one option but not the best one... For each notes capture in pulse we need 3 clicks, so if CSp capture notes 3-4 times in entire call period, so many clicks involved. They need seemless notes capture with as many less clicks as possible. Also drawback of using pulse are, it is not available in Driver screen (important screen), if i update this screen to provide link to Pulse, when composite screen is big.. when they scrool down.. they dont able to capture pulse.. they need to scrool up to access that link.
Response from Gautham:
We had Notes feature older versions of the product and took it out later. As you've mentioned in the scenarios where in you want to transfer service case work objects to the back office, it is all the more important not to have notes. Notes are subjective and might not be clearly deciphhered by a different CSR in a different location. Ideally you would like to design your service cases so that all relevant information can be captured in them. Maybe, have some text area fields.
For this usecase wherein you want to transfer this service case to a back office person, then I dont think its right to capture notes at Interaction level. You need to attach it at the service case level. You can add a small section to capture this info or embed Pulse directly.
Regarding Pulse, you can embed pulse at any location and doesnt require multiple clicks.
Pegasystems Inc.
IN
Hi,
Currently we are hosting the Ask the Expert session for Pega Customer Service with Goutham Parcha. To receive expert guidance, I have posted the question on your behalf.
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Vidyaranjan A V | Community Moderator | PegaProductSupport | Pegasystems Inc.
Accepted Solution
Pegasystems Inc.
IN
Response from Gautham Parcha to this question on Ask the Expert:
As a best practice it is recommended not to let CSRs type notes – they are expensive and subjective (not easily reportable). Instead, have them collect details(in service cases) using drop downs or other selectable fields so that you get objective data that can be reported on without time-consuming note taking. Alternatively, you could use Pulse to capture notes for each service case or during Interaction wrapup (under configuration tools button).
Follow-up question:
Hi Goutam, Thanks for reply regarding Notes utility feature in CS FW question.
But there are many situations where Caller give additional info where CSP may not have relevent filed to capture, rather they type that in notes to pass it to backOffice. Or there could be situation where, call center may asked to capture some additional info for calls, but corresponding code changes is still in-progress, during this time, csp need a way to capture this details, in such cases they like to use Notes utility.
Response from Gautham Parcha to this question on Ask the Expert:
As a best practice it is recommended not to let CSRs type notes – they are expensive and subjective (not easily reportable). Instead, have them collect details(in service cases) using drop downs or other selectable fields so that you get objective data that can be reported on without time-consuming note taking. Alternatively, you could use Pulse to capture notes for each service case or during Interaction wrapup (under configuration tools button).
Follow-up question:
Hi Goutam, Thanks for reply regarding Notes utility feature in CS FW question.
But there are many situations where Caller give additional info where CSP may not have relevent filed to capture, rather they type that in notes to pass it to backOffice. Or there could be situation where, call center may asked to capture some additional info for calls, but corresponding code changes is still in-progress, during this time, csp need a way to capture this details, in such cases they like to use Notes utility.
We cannot embed in screen's because we dont know in which screen Caller gives that additional info or CSP may need to capture this. So we cannot add Notes fileds in all screens of interaction/Sr's rather it should be a utility to Launch from any work and capture notes with correponding work context.
Regarding using Pulse, yes it is one option but not the best one... For each notes capture in pulse we need 3 clicks, so if CSp capture notes 3-4 times in entire call period, so many clicks involved. They need seemless notes capture with as many less clicks as possible. Also drawback of using pulse are, it is not available in Driver screen (important screen), if i update this screen to provide link to Pulse, when composite screen is big.. when they scrool down.. they dont able to capture pulse.. they need to scrool up to access that link.
Response from Gautham:
We had Notes feature older versions of the product and took it out later. As you've mentioned in the scenarios where in you want to transfer service case work objects to the back office, it is all the more important not to have notes. Notes are subjective and might not be clearly deciphhered by a different CSR in a different location. Ideally you would like to design your service cases so that all relevant information can be captured in them. Maybe, have some text area fields.
For this usecase wherein you want to transfer this service case to a back office person, then I dont think its right to capture notes at Interaction level. You need to attach it at the service case level. You can add a small section to capture this info or embed Pulse directly.
Regarding Pulse, you can embed pulse at any location and doesnt require multiple clicks.