Wrap-Up, Call Notes & CRM Workspace

Last updated · fulliautomatix 1.0.33 · getafix 3.2.65

During and immediately after a call, the Desk gives you structured tools to verify the caller's identity, record call notes and dispositions, inspect customer history, calculate loan/DPS figures, and send follow-up SMS notifications.

1. Call Notes & Multi-Disposition Wrap-Up

While on a live call — or after the call ends during Wrap-up — the bottom of the Call Card displays the Call Notes box and Wrap-up Outcomes:

  1. Call Notes:
    • Type a concise summary of the conversation (for example, Router rental billed twice; issued credit adjustment.).
    • Notes are saved per call and shared company-wide: the next time this customer calls (even before the phone is answered!), any agent or supervisor in your company immediately sees your note, timestamp, and outcome in the Customer Workspace.
  2. Wrap-Up Outcomes (Single or Multi-Select):
    • Click one or more outcome chips that describe the call's resolution (by default: Resolved, Follow-up, Escalate, Callback, or your company's custom outcome list).
    • You can select multiple dispositions on a single call when a caller has more than one request (stored as comma-separated outcomes and counted individually in Reports and Outcome Spike alerts).
  3. Finishing Wrap-Up (Done):
    • When a call ends, your availability pill reads Wrapping up and the Floor wallboard shows Wrap-up · m:ss on your card.
    • The PBX automatically holds new queue calls off your line for 15 seconds after every queue call, and the Desk keeps you in Wrap-up state (up to 15 minutes max) until you click Done.
    • Click Done once your notes and outcomes are saved to return your card to No call on the line.

2. The 5-Tab CRM Customer Workspace

To the right of the Call Card sits the Customer Workspace, organized into five tabs that automatically load for the active caller's phone number (matched across international/local digit formats):

Tab 1: Profile & Positive ID Verification

  • Customer Summary: Displays the caller's profile details, account tier, and quick-copy buttons for caller name, phone number, queue, and extension.
  • Positive ID Verification Checklist:
    • Tick the verification items as you authenticate the caller during the call.
    • Verification state is persisted directly on the call record (ID Verified chip), giving subsequent agents and QA evaluators proof that the caller was authenticated.
  • Recent Notes & Calls: Lists previous call notes from across the company with the author's name, date/time, outcome chips, and ID Verified badge, alongside your own 30-day channel history.

Tab 2: Transactions

  • Displays a searchable, filterable list of the customer's recent transactions so you can answer billing, payment, or account inquiries without switching screens.

Tab 3: Journey

  • Provides a unified 30-day chronological timeline combining:
    • Inbound and outbound calls
    • Agent call notes and wrap-up outcomes
    • Dispatched SMS messages

Tab 4: Calculator (Loan EMI & DPS Maturity)

  • Built-in financial calculator pre-synced with your company's product rates:
    • Loan EMI: Calculate monthly installments, total interest, and total payable from principal, tenure, and interest rate.
    • DPS (Deposit Pension Scheme): Calculate maturity value and total returns across standard tenure options while speaking with the customer.

Tab 5: SMS (Push Templates)

  • Select from predefined, approved SMS templates (such as branch address, required documents checklist, service request confirmation, or EMI quote summary).
  • Review or fill template variables and click to dispatch an immediate Push SMS to the caller's number. Every sent message is logged in the customer's Journey timeline.