The ultimate WOCAS-Guide

Configuring the Media

Here you define which contact channels (‘media’) the Customer Facing Representative (CFR) should distinguish in the Contact capturing, e.g. telephone, e-mail or chat. If you want to record Contacts in WOCAS® for more than one contact channel, it usually makes sense to save this information at the Contact. This is what this function is for. With this distinction the Contacts can be contact channel specific, e.g. the Top Customer Intents for phone Contacts compared to email Contacts. In Contact lists and reports, the defined media are stored as filters.

How does it work?

To simplify data entry for your Customer Facing Representatives (CFRs), a suitable symbol is stored for each medium. In the Contact form, only the corresponding symbol is displayed for selection. The description of the medium entered by you is also displayed via mouseover text. Select the media that are suitable for you with the checkbox.

In the Contact form, the selection of exactly one medium is then configured as a mandatory selection.

With ‘Save’ all changes become effective immediately. It is best to check directly under ‘Contacts > New Contact’ how the modified Contact form for the Customer Facing Representatives (CFR) now looks and works.

Note: Symbols and their sequence are aligned and fixed according to typical use cases.