Transcript:
0:03 Hi everyone. Have you ever wished you
0:06 could give your call center agents
0:08 instant [music] contextual information
0:10 the moment a customer record opens? Like
0:13 a heads up that says this is a VIP
0:15 customer or watch out potential fraud.
0:19 That's right. And today we're going to
0:20 show you how to build exactly that.
0:22 custom dismissible alerts that pop up
0:25 automatically in a side pane when your
0:27 agent opens an account in an Xray
0:29 explan. Best part, no custom code
0:32 required. Let's take a closer look.
0:38 So, set the scene. You're running a call
0:41 center and your agents are handling
0:43 dozens of calls a day. What does this
0:45 challenge they face?
0:47 >> The challenge is context. When a call
0:49 comes in, the agent needs to know
0:51 immediately. Is this a repeat caller?
0:54 Are there outstanding issues? Is there
0:56 an upsell opportunity? Maybe it's even
0:58 the customer's birthday. And without
1:00 that information front and center,
1:02 agents either miss opportunities, waste
1:05 time, or worse, frustrate customers by
1:08 asking them to repeat themselves. Right?
1:11 So, the goal is to surface the right
1:13 information at the right time
1:15 automatically without the agent having
1:17 to dig through it.
1:22 Oh, what is the solution you have built
1:24 here? Using North52's decision suite,
1:27 we've created a system where alerts
1:29 automatically display inside pane
1:32 whenever an account record opens. These
1:34 alerts are colorcoded by priority and
1:36 agents can interact with them. Walk us
1:39 through what the agent actually sees.
1:42 Sure. When the form loads, the side pane
1:45 opens automatically showing all relevant
1:47 alerts. Each alert has a name,
1:49 description, and optional expiry date.
1:52 If there are special handling
1:53 instructions, agents can expand those.
1:56 And here's a key feature. If an alert is
1:58 marked as dismissible, the agent can
2:00 actually dismiss it. And what happens
2:02 when they dismiss it? They have to
2:05 select a reason and optionally add
2:07 comments. That gets saved back to the
2:09 alert record. The alert is deactivated
2:11 and it won't show up again. It's all
2:13 tracked and audible.
2:18 So this looks smart, but how complex is
2:20 this to settle?
2:22 It's actually quite manageable. There
2:24 are three main formulas and one
2:26 template. Let me break it down. First,
2:29 we have a client side calculation
2:30 formula that determines which alerts to
2:33 show. It can create real-time alerts
2:35 based on account data by checking if
2:37 today is the customer's birthday. And it
2:40 can also pull in assisted alerts from a
2:42 custom data versse alerts table using
2:44 fetch XML. It then combines and formats
2:47 the alert data in JSON format to merge
2:50 into the template. So you get both
2:52 dynamic and stored alerts combined in
2:55 one view. That's great. The second
2:58 formula handles opening the side pane on
3:00 form load. It creates the pane, loads
3:03 our quicktile web resource and then
3:05 expands the pane to display alerts.
3:08 The third formula handles the dismiss
3:11 button rules. It validates that the
3:13 agent selected a reason, then updates
3:15 the alert record with their feedback and
3:17 deactivates it, and then finally
3:19 refreshes the pane. And what about the
3:22 actual look and feel of the alert?
3:25 That's controlled by a quick tile
3:26 template stored in X sketch. It's
3:28 basically an HTML template with
3:30 handlebar syntax that renders the alert
3:32 with its styling, buttons, and form
3:34 fields. You can fully customize it to
3:36 match your branding and other display
3:38 requirements.
3:40 >> So to recap, we've got automatic
3:43 contextual alerts that help agents
3:45 perform better and the dismissal
3:47 workflow that keeps everything clean and
3:49 auto. And it's built with North52's no
3:53 code decision suite. No custom
3:55 JavaScript, no plugins to deploy, just
3:57 configure your formulas and you're good
3:59 to go. If you want to see how this can
4:01 work in your environment or you've got a
4:04 similar use case in mind, get in touch
4:06 with N52. The team can walk you through
4:08 the setup and help you tailor it to your
4:10 specific needs. Thanks for watching and
4:13 we see you in the next one.