The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Caller History: ESP Setup

Using the Case Listing Report, you can automatically display a caller's history on the ESP panel. When you enable this functionality, the agent can search and select an address record to use on a case, then view the history for that caller, including any previous cases.

For agents to view the caller history on the ESP panel, the following set up is required:

Create a Case Listing Report and enter report options as needed.
On the Columns tab, add the following recommended columns:
- Case Number
- Received Date
- Responsible Rep
- Customer Account
- Issue Summary
On the Filters tab, add the following filters:
- Category is "Address ID" with Operator "IN" and value is blank.
- Category is "Received Date" within 3 months is recommended.
Click the Save to Favorite button. The Save as Favorite window will display.
Enter the necessary information and click the Add to Case Navigator check box.
Click Ok.
Open the Favorites page.
Next to the Case Listing Report you just saved, click the Distribute button.
Select the users who need to view the Caller History.
Select the Show in Case check box.
Click Finish.