A new knowledge base article has been published on our support portal.
Overview
When operating in a call center environment and using Microsoft Dynamics 365/Dataverse, providing crucial information to agents about the caller can improve the call handling outcome. Whether is it identifying a frequent complainer, providing upsell opportunities or simply wishing the caller a happy birthday providing relevant information to the agent will increase operational efficiency and customer service.
The North52 rules engine is great for determining what alerts should be created. However, it is also great for displaying these alerts in a custom user interface using North52 Quick Tile and custom templates which is what this article focuses on.
We assume that a custom alerts table is populated using a complex set of rules managed by North52 Decision Suite. These rules create alerts for situations like repeat callers, potential fraud, upsell options, etc.
When a form loads for the Account, the side pane is automatically opened to display the rules.
Rules for Alert Display
| Rule # | Description |
|---|---|
| 1 | Rules a displayed in a pane, the pane is automatically opened on load of the Account record. |
| 2 | A rule can be removed from display temporarily. |
| 3 | If a rule has Special Handling Instructions, these instructions can be expanded. |
| 4 | If a rule is Dismissible, the Alert can be dismissed and made inactive so that it does not show again. The user needs to provide a reason for dismissing the Alert and are shown a warning if no reason is provided. The reason and comments are saved into the Alert record. |
| 5 | A rule can have an expiry date, it is not displayed after this date. |