Add Items: Issues

Overview

An issue describes the reason for a customer contact. Each case can have one or more issues. For example, if a customer calls in with a complaint about a product and also to inquire about a store location, these two reasons would be recorded as two separate issues. Your company may have its own rules for how to determine when you need to create multiple issues.

The data that needs to be recorded for an issue can vary from company to company. Therefore, the Emplifi Agent Help only discusses issues in general terms, providing you with the basic information you need to know in order to create, edit, and maintain issue information. For more information, contact your Emplifi Agent Administrator.

When you create a new case, an issue is automatically created on the case. As you receive information from the caller about the reason for the call, enter it in the correct fields on the issue record.

To create a new issue on a case:

  • Click , then select Issue.

OR

  • Press [Ctrl+I], then press [ I ].

You can then fill out the necessary information for the new issue.

Note: Adding an issue to a Closed case reopens the case.

It is also possible to create a duplicate of an existing issue, which you can then modify. This is useful if you need to create several issues which share most of the same information.

To duplicate an existing issue:

  • In the Issue section menu, select Duplicate Issue.

Note: When you duplicate an existing issue, you are only duplicating the fields on the issue itself. Any related text entries, actions, enclosures, or letters are not duplicated.

If an issue is duplicated, one may often be automatically filtered. If an issue is filtered, the icon displays yellow instead of the usual gray.

To delete an issue from a case:

  1. Navigate to the issue you want to delete.
  2. Click the menu button to open the Issues section menu. Click Delete Issue.
  3. In the Confirm Deletion dialog box, click Delete.

Though the actual fields located on the Issue screen vary from company to company, the following are the most common. If you need assistance with the fields on this screen, consult your company's Emplifi Agent Administrator.

Field Description
Reason (C05)

Select the reason code that describes the reason for the call.

Product (C01) Select the product that is associated with the issue.
Issue Status Indicates whether the issue is "open" or "closed".
Assigned to Rep Indicates the representative that is assigned to resolving the issue.

 

Note: Sensitive data fields may be included on the Issue screen. Refer to Sensitive Data Storage and Service Overview for more information on sensitive data.

To open the Issue tool drop-down menu, click the menu button . The following tools display on the Issue section drop-down menu:

Tool Description
Add Issue Detail

This option adds an Issue Detail section below the Issue information. Each time you select this option, a new Issue Detail is created. In this section, you can enter additional information:

  • Iss Detail 2 levels (T01)
  • Iss Detail String (T02)

For more information, see Issue Details Overview.

Note: To delete an unwanted Issue Detail, click the Delete icon on that Issue Detail section. Do not use the "Delete Issue" option in the Issue Section Menu or the entire Issue is deleted.
Delete Issue Selecting this option permanently deletes the issue.
Duplicate Issue Selecting this option creates another issue on the case and duplicates all the data entered on the current issue. This option is helpful if you want to create additional issues where most of the fields are the same.
Prep Tags Runs the Prep Tags functionality to parse information from an Import Form and place it on the case.
Locator Selecting this option displays all the stores where you can buy this product within a predetermined radius. There is also a configuration to do this automatically. For more information, see Configuration: PowerLocator.

PowerLocator is a component of Emplifi Agent that provides consumer affairs representatives access to “Where to Buy” information. PowerLocator correlates caller address information to store or company locations. It operates on a rules basis using selected criteria and determines the company location that is closest to the caller.

If your administrator configured PowerLocator, updating the fields that are specified in the configuration automatically displays the Locator results in an ESP card.

If PowerLocator is not configured, agents can still manually trigger this information by selecting the Locator option in the Issue Section Menu. Results still display in an ESP card.

The first three PowerLocator results display automatically in ESP. If there are more than three total results, a "More Options" addendum displays. Clicking More Options opens the Locator Options window.

Locator Options Window

The following are Locator Options settings.

Button Description
Next Rule If you have multiple rules defined, this button allows you to search using the next rule.
Increase Radius

Click this button to view a wider range of results that fall within the new radius (calculated by the current radius plus the increment defined on the PowerLocator rule). The user can click the Increase Radius button until the radius reaches the maximum allowable distance.

Note: The current search radius is displayed in the current rule.
Use Max Radius Click this button to display all results that fall within the maximum radius of the entered location.
Change Location Enter text into the City/State or Zip field, then click Change Location to display a new list of results.
Show ## entries Expand the number drop-down menu to choose the number of results to display.
Search If there is a large number of results, you can use the search bar to quickly find the one you are looking for.

 

Locator Results Columns

The following columns display on the Locator Options window.

Column Description
Company Displays the company name of the address record.
Address Displays the street information for the address record.
City Displays the city of the address record.
State Displays the state of the address record.
Zipcode

Displays the zip / post code of the address record.
Phone If a phone number is available, it displays here.
Distance (miles) Displays the distance to the nearest tenth of a mile from the caller's address to the found location.

Working with Issues

The following video will guide you through working with issues.