Contact Tracking Staff Assignments – Web Client Help Center

To access this page, users must have access to the CRM360.Settings security application.

The Contact Tracking Staff Assignments page allows you to view and add staff members that should be assigned to contact tracking records automatically based on the call topic and subject. If a customer or member calls in with a question that requires someone to get back to them with the answer, the system automatically assigns the contact tracking record to the selected staff person with expertise in the subject matter.

To view and add assigned staff call topics:

From the left navigation, select CRM Settings from the CRM menu.
From the CRM Settings page, select Contact Tracking Staff Assignments.
The Call Center Staff Assignments page displays, as shown below.
Select +New Assignment.
The Add a Staff Assignment page displays, as shown below.
Select a Topic from the drop-down.
Values are populated based on the non-fixed MRM "CALL_TOPIC" system type.
If necessary, select a Subject.
Values are populated based on the subcodes defined for the non-fixed MRM "CALL_TOPIC" system type.
Select the staff person you want to assign as a subject matter expert to the selected call topic from the Staff Assigned drop-down.
Select Save.
Now, when a contact tracking record is created and the Topic defined above is selected, the staff person defined will automatically be selected in the Staff Assigned drop-down.