By Kamal Saran, Enate's Product Owner
Enate's service orchestration platform has a major release every quarter. The second major release of the year is now live and includes some new features and functionality.
Call Handling Interface
Enate's WorkManager site has been completely re-written into Angular 8 (modern web development technology ) providing a faster user experience and refreshed GUI . The main sections on the Contact Activity page are as follows:
- Caller Details – This section allows you to update contact details of the searched caller and subsequently refer to their user details .
- Caller Activity – Displays all system activity (work items) which relate to the caller. Each work item is shown as a card with metadata about it like Reference, Title of work item, Due Date, Assignee, Queue, and state. Work Items can be opened for further details by clicking on reference and title. Running items are displayed by default, completed packets can also be displayed.
- Caller Communications – Displays communications relating to the user and the packets in the activity section (notes & incoming / outgoing emails). Free text searching is available here to locate specific communications – searches against email body text.
- Start New Work Item – Allows call taker to start a new piece of work for the caller. Links are auto-generated here when a Ticket or Case is set live in Builder and has the ‘Show in Contacts’ setting ticked.
How to navigate to contact activity page- you can reach to contact activity page via-
1.Quick Find – when you search for a user in Quick find then click on that user will navigate to call handling page of the user.
If you are searching for a new user which does not present in, they Enate then you can create new contact from Quick find itself . Navigate to people search in Quick Find and click on ‘add a contact’.
When you click on ‘add a contact’ system will decode and auto fill first name, last name and email address. Once you fill all information and click on create contact, it will navigate to ‘contact activity page’ of the user.
Note – Contact email address must be unique in the system.
2.Work Item– when you are middle of processing a work item and like to know more detail about contact then navigate to Contact card and click on user to open user’s contact activity page.
You can create new contact from work item as well. When you search for a user who does not present in system then clicking on ‘Create a contact’ will allow you to create the contact.
System will decode and auto fill first name, last name and email address. Once you fill all information and click on create contact and it will redirect back to work item.
Share your feedback at - https://feedback.enate.net