Single View

Single View screen is used to retrieve customer details. It also allows the agent to capture all interaction data that is associated with customer contacts.

For example: When a customer makes a call to agent.

To retrieve customer details:

1. On the Customer Care module, click Single View.

2. Retrieve details of the customer.

Note: Customer Information with the labels is displayed only when the profile option "Show Labels in Search Control" is enabled.

3. You can capture the customer inquiry details in Customer Interaction section. Furnish the following steps to capture inquiry details:

1. Select the Area and Type of Request from the respective drop-down lists.

Note: The Area and Type values defined in the Service Request Area  and Service Request Type are displayed in the respective drop-down lists.

2. Select the Category and Sub Category from the respective drop-downs.

Note: Select Regarding Existing Service Request from the Category drop-down list to view all the previous service requests of the customer.

3. In Notes box, enter the notes regarding the customer inquiries.

Note: You can add multiple notes for each inquiry.

4. Enter the Name, Mobile number, and Email address of the customer.

5. Click End Call to end the call.

6. Select Is Important check box to mark the Notes as important.

7. In Current Interaction section, you can view the recent customer interaction details.

8. Click Save to save the call inquiry details.

Note: It also allows the agent to capture anonymous caller details. All inquiry details captured in this screen can be viewed in call inquiry list screen.

4. In order to view the User Session list, you need to configure Usage_Present_Ext_Config table with SURE AAA.

• Click Session details link.

Usage Session Details Search pop-up window appears.

• UserIP, Service, Login Time, Session Time, Source, Download(MB), Upload(MB), Session Status, and Action appear in the pop-up window.

•  In the Action column, Click Disconnect link to disconnect the user session.

User can login again to use the services.

4. The following panels are displayed.

5. • Customer Information displays customer information like, created Date, operational entity Name, customer type, account status, customer status, network end point, nationality, UIN type,  UIN, Billing media, parent, bill to parent, mobile, party type, category, currency, billing address, usage/credit limit. Click the Edit link to navigate to Customer screen in editable mode, where you can modify the customer details. Click the Additional Details link to view the detailed customer information in Customer Information web page dialog box. The customer details including primary address and billing address are displayed.

   • Aging Info displays customer's balance breakup into 5 buckets by default.

   • Billing Info displays customer's billing details such as Last Bill Date, Last Bill Amount, and Next Billing Date.

   • Contracts displays contract details like contract number, plan, status, start date, end date, disconnection reason (if any), re-connection reason (if any) and last action. Click Entitlements link to view the services availed under the contract in List of Services web page dialog box. In this web page dialog box, click on service link under Services column to view the channels of that bouquet (service). For disconnected contracts, click Disconnected Contracts link in the upper-right corner of Contracts section to view the disconnected contract details along with services in the contract. Click View Price link to view the contract price and discount details of the contract.

   • Hardware displays customer's hardware details like hardware Item, serial number, warranty expiry date, and allocation type.

   • Payment displays payment details like payment number, date, mode, and amount. Click Payment Number link to view the payment details in Payment web page dialog box. Click Show All link to redirect to View Payments screen, where you can view the payments done by the customer.s

   • Statement  displays SOA details like statement number, date, due date, and due amount. Click Statement # link to view the SOA report. Click Show All link to redirect to Statement screen where you can view the SOAs generated for the customer.Of Account

   • Service Request displays service requests details like Service Request Number, Date, Category, Status, Assigned To, Nature and Last Updated. Click icon against a service request to navigate to Service Request screen where you can edit the service request details. Click New hyperlink to redirect to Service Request screen where you can register a new ticket. Click Show All hyperlink to navigate to Service Request Status screen where you can view all the service requests raised for the customer. Click Troubleshoot hyperlink to open the Troubleshoot Guide pop-up screen.s

     This pop-up screen provides ability to users to view solution for troubleshoot related problems.

     To view the troubleshoot problems:

     1. Enter the problem in Search By Problem text box.

     2. Click Search button to search for the specified search options.

     3. The Problems and Options are displayed below.

     4. Click on plus sign (+) to expand the problem details.

     5. Select Yes/No radio button to answer the troubleshoot questions and the required solution can be viewed at the end.

      

   • History displays the latest five actions performed on the customer account like adding or deleting a service, payment received, event ordered, ticket raised, SMS sent, service disconnected or reconnected, top up or renewal of a plan, change in the duration of a plan, or follow up reminder. Click Show All link to redirect to History details screen, where  you can view all the actions pertaining to the customer.

   • NotesNotes panel displays Notes details of the customer such as Category, Sub-Category, Notes, Date, and Action. Click New link to redirect to Notes screen, where you can add notes details such as Category, Sub Category, and Notes description. Click Show All link to redirect to Notes screen, where you can view customer notes details.

   • Custom Information displays custom information of the customer. The custom logic to display the information is provided in Custom_single_view_details procedure.

Note:

• The sections and order displayed is configured in Single View Configuration screen. The fields displayed in Customer Information section can also be configured through Single View Configuration screen.

• In the Contracts section click on View Future Dated Orders to view the future dated orders.