The ultimate WOCAS-Guide

Configuring First and Second Attributes

Using ‘First attribute’ or ‘Second attribute’ you set up one or two additional individually configurable properties for the Contact form.
In addition to the additional information that you can have documented for each Contact (analogous to references or medium), the attributes can also be configured as filtering for the displayed contact reasons (‘Customer Intents’) in the administration. This shortens the list of Customer Intents depending on the attribute selection for the Customer Facing Representatives (CFR) and simplifies the selection of the appropriate Customer Intent.

Attributes can be e.g.:

Customer Journeys (such as ‘I Buy’, ‘I Pay’, ‘I Leave’ etc.),
different product categories (such as ‘Prepaid’, ‘Postpaid’, ‘Fixed’ etc.), or also
customer groups/segments (such as ‘prospective customer’, ‘existing customer’ or ‘private customer’, ‘business customer’, etc.)

In most cases you will need an ‘Other’ for all other cases.

These selections are thus available for property-specific evaluations and also for a content-related restriction of the Customer Intents in question.

How does it work?

In the topmost field, enter the name of the property for lists and reports.
Use the ‘+’ to create a new selection for the property. Your selections create buttons in the Contact form.
Your specified labels will appear on these buttons. The names should not be too long, otherwise the buttons can take up too much space on the Contact form (multi-row arrangement).
A more detailed description for the selection you deposit as mouseover help. Consider here also all special cases, which can meet the Customer Facing Representative (CFR), e.g. for ‘existing customers’: ‘Use all existing customers starting from plant in the system, also for prospective customers, who recalled’.

You can change the entries at any time and use the ‘4 arrows icon’ to change the order of the buttons.

To delete an item click on the trash can icon next to the item. The deleted entries are displayed again via the slider at the top and can also be restored.

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 Representative (CFR) now looks and works.