The agent panel displays a list of up to five matching accounts when an inbound phone number is associated with multiple contact records. By default, the list displays the following information in the account’s header:

  • Name
  • Account
  • Date of Birth
  • Address1
  • City

You can view detailed information about the account and select the appropriate account for interaction with the customer.

Your choice of account overrides the IVR match. If there is no account related to the information of the customer is available, you can click NONE OF THE ABOVE.

You can also customize the information to display in the account’s header with the use of Settings option. When you click the Settings icon, the following Customize View dialog box is displayed:

The Customize View dialog box provides the following options:

  • Move Up and Move Down to reorder the display of fields in the accounts list.
  • Preview to visualize the display of selected fields in the account list.
  • Multiple View to enable agents to see the detail of all accounts at the same time.
  • Reset to clear the selection. When the agents click Reset, the default fields are selected, and the preview section reloads to show the default view.