The following tables describe the fields and columns that appear on the tabs of the Contact window when creating a contact record.

General Tab

The values that appear on the General tab are the optional values from the input file.

FieldDescription
Account/Contact ID

Account number of the customer.

This field can contain an alphanumeric value.

Account To Speak

Account number of the customer that is used for calling or messaging.

The same as the account number (that is, the value in the Account field). If, however, a different account number is mentioned in a contact flow message, this field indicates that account number.

Original Account Number/Original Contact #Alternative account number, which is different from the unique account identifier that is within your platform.
SalutationSalutation to address the customer.
First NameFirst name of the customer.
Last NameLast name of the customer.
Secondary Contact First Name

First name of the guarantor of the customer.

The Guarantor First Name field has been renamed to Secondary Contact First Name. This is not a new field.


Secondary Contact Last Name

Last name of the guarantor of the customer.

The Guarantor Last Name field has been renamed to Secondary Contact Last Name. This is not a new field.

DOBDate of birth of the customer.
B Active

Indicates if the customer is available for calling or messaging.

This checkbox is selected by default. You can, however, clear the checkbox.

SSNSocial security number of the customer.
DepartmentDepartment of the customer.
DescriptionDescription of the contact.
TitleTitle of the customer.

Contact Information
Address 1The primary address of the customer.
Address 2Secondary address of the customer.
CityCity of the primary address.
StateState of the primary address.
Zip/Postal CodeZIP code or postal code of the primary address.
CountryCountry of the primary address.


Happiness Index


Happiness Index is available only when SpeechIQ, sentiment analysis, and Contact Center CRM are enabled. Contact your Account team to enable this feature.

Happiness IndexIndicates the customer's current happiness state represented by an emoticon.
Happiness TrendIndicates how the customer's Happiness Index state is trending based on the last interaction.
Happiness Last Updated

Indicates how the Happiness Index has changed for a specific customer over a period of time.

Other Information
Payment BalancePayment balance of the customer.
Amount To SpeakThe amount required from the customer.
Account Due DatePayment due date for the customer.
Group

Contact group assigned to the customer.

For information about contact groups, see Creating a Contact Group.


Contact Ownership

Agent

The agent assigned to the customer.

You can create campaigns based on contact ownership.

Agent TeamAgent team assigned to the customer.

Channels Tab

All Channels

FieldDescription
Do Not ContactIndicates if the customer has been added to the Do-Not-Contact (DNC) list permanently—that is, the customer cannot be contacted through any channel permanently.
Do Not Contact TodayIndicates if the customer has been added to the DNC list for the current day—that is, the customer cannot be contacted through any channel for the current day.
SMSIndicates if the SMS campaign is enabled for the customer.
EmailIndicates if the email campaign is enabled for the customer.
Total Attempts Today

The number of calls attempted on all phone numbers of the customer on the current day.

This field is disabled.

Total Attempts Lifetime

The number of calls attempted on all phone numbers of the customer until the current day.

This field is disabled.

Phone Numbers

ColumnDescription
Type

Type of phone number for the customer. For example, Phone 1 can be your office phone number. Phone 2 can be your mobile number.

  • You can add up to 10 phone numbers for a customer.
  • To specify the attributes of a phone number in the table, double-click the row containing the phone number.
  • If you are using Attempt Supervisor, you can block attempts based on the phone position.
Phone Number

The phone number for the corresponding phone position. The phone number for the corresponding type (that is, in the corresponding position). Contact Manager supports the E.164 phone number format for Do Not Contact (DNC) flags.

The E.164 format is as follows: +<Country-Code> followed by the remaining digits.
For example, a London UK number in E.164 format is stored as +44 123 456 789. 

Attempts TodayThe number of calls attempted on the phone number on the current day.
Attempts LifetimeThe number of calls attempted on the phone number until the current day.
Do Not Contact

Indicates if the phone number has been added to the DNC list permanently.

For information about the DNC list, see DNC Tools.

Do Not Contact Today

Indicates if the phone number has been added to the DNC list only for the current day.

SMS Consent

Indicates if SMS messages are permitted to be sent to the phone number.

  • If the customer responds to an SMS message sent to the corresponding phone number with a pre-configured opt-out keyword, this checkbox is automatically cleared for the number, indicating that SMS messages are no longer permitted to be sent to that number.
  • If the customer responds to an SMS message sent to the corresponding phone number with a pre-configured opt-in keyword, this checkbox is automatically selected for the number.
Cell Consent

Indicates if calls are permitted to be made to the phone number.

FieldDescription
Email AddressEmail address of the customer.
Email Consent

Indicates if emails are permitted to be sent to the specified email address of the customer.

  • If the customer manually unsubscribes from an email, or if the email address is removed from the Email Address field, this checkbox is automatically cleared, indicating that emails are no longer permitted to be sent to the email address.
  • If the customer manually subscribes to an email, this checkbox is automatically selected.

Contact Details Tab

ColumnDescription
Columns

Custom field to store additional information about the customer.

Custom fields, including their attributes, are defined in the Fields window, which appears when you click System > Fields on the Configure tab. For information about creating custom fields, see Fields Settings.

Value

Value for the corresponding custom field.

To specify a value for a custom field in the table, double-click the row displaying the name of the field.

Encrypted Fields Tab

ColumnDescription
Columns

Custom encrypted fields to store encrypted information about the customer.

Custom encrypted fields, including their attributes, are defined in the Fields window, which appears when you click System > Fields on the Configure tab. 

Value

Value for the corresponding custom encrypted field.

To specify a value for a custom encrypted field in the table, double-click the row displaying the name of the field.

Interactions Tab

ColumnDescription

View

Icon to access an interaction (that is, to listen to a call or to view a chat, email, or SMS thread).

  • An email thread is a set of email interactions, including responses, for the same subject line.
  • An SMS thread is a set of SMS interactions for the same phone number and short/long code.
  • A chat thread is a set of chat messages within the same session. 
  • A new SMS thread is generated if any of the following conditions are met:
    • The SMS campaign is new.
    • A previous outbound interaction for the phone number and short/long code that is associated with an inbound SMS does not exist.
    • The transactional SMS sent through the Contact Center CRM agent desktop is not associated with an active SMS thread in the inbox.
  • After an SMS thread is resolved by an agent, any new outgoing SMS either through a campaign or through the Contact Center CRM agent desktop generates a new SMS thread.
  • If a customer does not respond to an outbound SMS, any subsequent outbound SMS generates a new SMS thread.
  • The Details tab, which appears in the Chat Thread, Email Thread, and SMS Thread windows (when viewing a thread), contains information about each chat, email, and SMS message, respectively, in the thread.
  • When viewing a thread, you can view and download the attachments in the thread.
Call CenterCall center associated with the interaction.
ServiceService associated with the interaction.
NameFirst name of the customer associated with the interaction.
Original Account NumberAccount number associated with the interaction.
PhoneThe phone number associated with the interaction.
AgentName of the agent involved in the interaction.
DateDay and date when the interaction occurred.
StartStart time of the interaction.
EndEnd time of the interaction.
CampaignCampaign associated with the interaction.
Caller ID#Caller ID associated with the interaction.
OutcomeThe outcome of the interaction.

Scheduled Callback Tab

ColumnDescription
IDThe ID of the scheduled callback.
Phone NumberPhone number to be dialed for the scheduled callback.
AccountThe account associated with the phone number for which a callback is scheduled.
First NameFirst name of the agent who scheduled the callback.
Last NameLast name of the agent who scheduled the callback.
Service

Service associated with the scheduled callback.

Callback Date/TimeScheduled date and time of the callback.
AgentName of the agent responsible for the callback.
StatusStatus of the callback.
ActiveIndicates if the callback is active.
Created ByThe ID of the user who created the callback.
Created OnDate and time when the callback was created.