August 13, 2018
We recently released Dovetail Agent version 20. Here’s a run-down of the highlights. Interactions Dovetail Agent now includes Interactions functionality. An Interaction is just that - a way to capture any type of interaction you may have with a customer. In call centers, it's common to capture every call as an interaction. A customer may call into the call center to check on the status of an order, or to inquire about a billing question, etc. Each of these can be captured as an interaction in the system. Create Interaction In many service centers, a case is overkill for tracking these simple inquiries. We want to capture that we've interacted with the customer, but we don't need all of the more complex workflow that goes along with a traditional support case. But, in some instances, an interaction may…
What’s New in Dovetail Agent 20
August 13, 2018
We recently released Dovetail Agent version 20. Here’s a run-down of the highlights. Interactions Dovetail Agent now includes Interactions functionality. An Interaction is just that - a way to capture any type of interaction you may have with a customer. In call centers, it's common to capture every call as an interaction. A customer may call into the call center to check on the status of an order, or to inquire about a billing question, etc. Each of these can be captured as an interaction in the system. Create Interaction In many service centers, a case is overkill for tracking these simple inquiries. We want to capture that we've interacted with the customer, but we don't need all of the more complex workflow that goes along with a traditional support case. But, in some instances, an interaction may…