Forced Enquiry Registration

Agents can do Enquiry Registration, but its optional.

If you want to try to force your agents to do Enquiry Registration for each call/request:

• The Enquiry Registration - Forced property shown on page Users - Products under Agent application can be turned ON for all or selected user groups
  OR
• You can configure which Category or Categories you want to force agents to do a registration in.
  • For each Category shown on page Users - Enquiry Registration the default value for Forced for agents is No, but you can set it to Yes or to Yes, but only if call is recorded.    

If Enquiry Registration is not done during Wrap-up, the agent is, as usual, set to Ready when wrap-up ends, and then the agent might receive a new call. The agent can also click Pause, Ready or Log off from status Wrap-up. The pre-defined wrap-up should be quite long so that agents have time to do the registration before automatically being set to Ready and a new call arrives!

If forced Enquiry Registration is configured... 

• after a call, an agent can not close the call's request tab if a registration is not done, even if the call's wrap-up has ended!
• after a chat/email/social request, the agent cannot close the request tab unless a registration is done.

If you show multiple Categories for agents and you want for force agents to do a registration in one or more specific Categories, then you need to set Forced for agents = Yes for the relevant Category or Categories, since if you only have turned on property Enquiry Registration - Forced, the agent only needs to do one registration in any Category or write a comment.

Its also possible to configure that the agent is automatically set to status Ready when an Enquiry Registration is done while in status Wrap-up. This is done by turning on the Agent application property Enquiry Registration - Set ready after. Please note that if the agent does the registration while connected and then ends the call, the agent's status changes to Ready.

If you start using Forced Enquiry Registration, we recommend you create an Enquiry Registration Topic titled e.g. 'Consult call' or 'Other' so that agents easily can register something after having answered a consult call and there is no other Topic that fits.