Client Service: Call Routing: Call Management Improvements

1. Unmatched account task creation: No way to attach a task (phone number not recognized)

Priority 4 of 8 - "Version 2" CCP of Case Management: Phone Call Automated Case Creation

Within Salesforce/CCP: Case Management "Version 1" has been established and will go live with Payroll Optimization. This is Priority 4 of 8 for "Version 2" of Case Management.

The goal here would be for an inbound phone call to automatically open a new case and auto-populate available data when answered by a Specialist.

• If the number is known to our system it would automatically identify the client ID, contact calling in, assigned specialist (or regional queue), offer a call reason selection drop-down, and offer a brief descriptor for additional context.

This would remove the current workaround and dependency on "self-reporting" thus leading to missed information or undocumented calls

1. Ability to develop a contact clean up based on the SF reporting

Selisha, Sandra, Abigail, Lisa

Kenn Johnson, Mike Sammon, Michael Erhardt

This creates duplicate effort and missed client engagement logging by the specialist around client support.

If we were able to allow specialists to do a client code search for unmatched contacts on a task, create a case from the call, and/or link a call to an existing case this will create more client interaction transparency and customer satisfaction while improving the time to resolve.