CSI Focus

Overview

The CSI Focus process enables Konnect Live agents to call post CSI Customers to chase them up in order to get them to complete a manufacturer survey.

Inbound Data

The customer data is pushed to Konnect Live through an available API. The details of this API and how to use it are documented here :https://carbot.ai//swagger

A logon token is required, which expires every 20 minutes in line with security requirements. If expired a new token can be requested.

The incoming data is stored and audited by Konnect Live.

The incoming data holds a status for each customer that is actioned by the manufacturer FOCUS system.

These states are:

       - Rejected

       - Pending

       - Awaiting

       - Completed

       - Expired

On receipt of a record the status of the corresponding customer survey is updated in Konnect Live.

Konnect Live Processing

Settings

The following settings are available to help configure processing of the CSI Focus data and can be found under the menu item Configuration -> CSI Settings:

            CSI Awaiting State Message Contact Template

            CSI Awaiting State Message Delay 

            CSI Focus Match Cut Off Days  

            CSI Pending State Message Contact Template 

            CSI Pending State Message Delay 

           CSI Positive Response Threshold 

Each setting includes a description on the setting page to describe it's use.

Status Change Events

When the status is changed the following events occur:

States changed to Rejected, Completed or Expired

In each of these situations the record is closed and is no longer processed. Any messages waiting to be sent are removed and the record is not available for call processing on the Konnect Live portal.

State Changed to Pending

A new message is queued up for sending to the customer of the record. The message type and the delay after receiving the 'pending' status can be set in the CSI settings page. The message will only be sent to customers who scored a value greater than or equal to the  CSI Positive Response Threshold setting

While in the pending state the customer is not available for calling on the Konnect Live portal.

State Changed to Awaiting

A new message is queued up for sending to the customer of the record. The message type and the delay after receiving the 'awaiting' status can be set in the CSI settings page. 

While in the 'awaiting' state the customer is available for calling on the Konnect Live portal. 

Konnect Live Voice Calling

Voice calling for CSI Focus is available to all agents who are enabled for CSI Voice in their user settings. Please refer to the following documentation to edit a users settings  Carbot AI  - User Settings 

Voice call lists can be accessed via the CSI -> Chase List menu item.

When accessing this menu item the user is presented with a list pertinent to their dealership or all dealers if the user is a head office user. The resultant page is shown below:

The list shows the customers in the awaiting state and available to call. The 'Open' button will take the user to the calling page and lock the customer for calling.

If a customer is locked by another user as they are attempting to call that customer then a message is displayed in the tight hand corner when the open button is pressed as follows:

When a customer is not locked pressing the 'Open' button will lock the customer and move the agent to the following calling page:

If the customer has a number that is unsubscribed then it will be displayed as below in red with a strikethrough the number:

The agent should proceed to call the customer on any available number and select one of the buttons in the box to set the outcome of the call. If an outcome is selected the user is presented with a confirmation step or a reversal if needed as shown below:

Selecting the green 'Confirm' button will record the outcome and call and return the user to the chase list page.

Selecting the 'Go Back' step will return the user to call outcome selections.

The user can select 'Re-List' at any point but there will be no call recorded against that customer if this is selected and the user will be returned to the chase list page.

Selecting the 'Unsubscribe' Option will display the unsubscribe matrix for this customer's numbers:

Once the 'Confirm' button is clicked, If the customer is still in the 'Awaiting' state they will be returned to the Chase List.

By default the chase list is ordered by Last Attempt in an ascending pattern, as such the customer will return to the bottom of the list.