To view all client types, select All, located at the top of the page. When All is selected, users can Add, Clone, and/or Delete client types.

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To create a new caller type:

  • Click, Add

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    The Add Client Type dialog box will open, allowing you to name and configure the Client Type.

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When configuring the Client Type, select one of the following options from each section:

  • Description – The description field is used to specify the name of the Caller Type. With this example, the agent will be able to choose Existing Customer from the drop down menu.
  • Requires Notes – This checkbox determines if an agent must enter information in the notes field before submitting the classification data. There is no character minimum for notes.
  • Flag to supervisor – If this box is checked then interactions with this specific client type will automatically be sent to the agent's supervisor for review.
  • Claim No, Account No, Provider No – Three reference fields can be used to enter information such as customer account numbers, case or ticket numbers, or any other relevant information specific to your company. Each field can be set to disabled, optional, or required.
  • Applies to – These checkboxes determine which events you wish to apply this client type to.

To edit client types:

  • Click Edit next to the Client Type you wish to edit.

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    The Edit Client Type dialog box opens. This window looks almost identical to the Add Client Type window.

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When editing the Client Type, select one of the following options from each section:

  • Description – The description field is used to specify the name of the Caller Type. With this example, the agent will be able to choose Existing Customer from the drop down menu.
  • Requires Notes – This checkbox determines if an agent must enter information in the Notes field before submitting the classification data. There is no character minimum for notes.
  • Flag to supervisor – If this box is checked then interactions with this specific client type will automatically be sent to the agent's supervisor for review.
  • Claim No, Account No, Provider No. – Three reference fields can be used to enter information such as customer account numbers, case or ticket numbers, or any other relevant information specific to your company. Each field can be set to disabled, optional, or required.
  • Applies to – These checkboxes determine which events you wish to apply this client type to.

    Note: To quickly create duplicate Client Types, click Clone to the right of the Client Type you wish to duplicate and a new Client Type with the identical settings will be created. The name of the new type will also be identical except for an asterisk added to the front of the name. To edit the name, click Edit next to the cloned Client Type.

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  • The Client Type information is summarized on the main page of the Client Types tab.

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To Delete Client Types:

  1. Click Delete, located to the right of the Client Type.

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  2. A Delete confirmation window appears. Click OK.

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  3. The Client Type is removed from the list.