CSM voice interaction record page

The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.

Figure 1. CSM voice interaction record page

The CSM voice interaction record page enables CCaaS providers to display native voice integrations in CSM Configurable Workspace. Using CCaaS call controls integrated in the page, agents can do the following:

• Accept calls directly from the agent inbox.
• Manage call transfers and conferences.
• Place calls on hold and on mute.

For more information about the integration with CCaaS providers, see Interaction Controls Component and OpenFrame configuration.

Page structure

The CSM voice interaction record page is made up of two different pages:

• CSM voice interaction record page
• Interaction control page

The pages appear together and are visible to agents for phone interactions when the OpenFrame configuration is enabled.

The Interaction control page appears in the left panel and includes the following components:

• Interaction Controls Component (ICC): Enables CCaaS providers to display native voice integrations.
• Customer History component: Displays customer, consumer, or account history information, depending on the customer information provided on the interaction record.
• Live call transcript: Displays the text of the call transcript when a conversation record is present for the interaction.
  Note:

  A live call transcript requires additional configuration.

The CSM voice interaction record page includes the following components:

• Interaction form
• Action bar
• Contextual side panel component

Plugin

The CSM voice interaction record page template and page variant are included with the CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace).

The CSM voice interaction record page template and page variant are available to users when the Interaction Controls Component plugin (com.app_interaction_control) is installed.

The Interaction Controls Component plugin has the following dependencies:

• com.app_openframe_store
• com.sn_component_workspace_openframe

CSM voice interaction record template

The CSM voice interaction record template enables customers to create voice interaction record page variants and customize them as needed. This template includes customizable views for different CCaaS providers as well as real-time updates and notifications.

Record pages and page variants created with this template enable agents to manage phone calls with customers and external users and to display information that helps agents to resolve issues. Use this template to customize and extend CSM functionality around phone interaction management. Additionally, you can configure a CCaaS provider to integrate features such as call transcript.

CSM voice interaction record page variant

The CSM voice interaction record page variant is included with the CSM Configurable Workspace plugin and has a dependency on the Interaction Controls Component plugin. This page variant is available for users with the interaction controls enabled. For more information, see OpenFrame configuration.

This page variant includes the following settings.

Table 1. CSM voice interaction record page variant settings

Setting	Description
Active	Enabling the Active check box makes the page variant available to the selected audience. The CSM voice interaction record page variant is inactive by default. The active setting combined with the page order determines the page that CSM Configurable Workspace uses to display record information. For more information, see Set record page order.
Order	Each record page has an order that indicates the page priority. The lower the number, the higher the priority. The default order for the CSM voice interaction record page variant is -2000.
Conditions	Conditions determine when a page variant is displayed. The CSM voice interaction record page variant has the following conditions: table = interaction: Limits the use of the CSM voice interaction page variant to records from the Interaction [interaction] table. csm.interactionRecordValid = true: Checks if the interaction record is available in the database. csm.interactionType = phone: Checks if the Type field on the interaction record is set to phone. csm.interactiveControlsEnabled = true: Queries the OpenFrame configuration record and checks the following: The Enable interaction controls field is enabled. The user belongs to the group selected in the User Group field. If all of these conditions are met, the system displays the CSM voice interaction record page variant.
Audience	The audience determines who can see the page variant. The CSM voice interaction record page doesn’t have a defined audience. For more information, see Learn about audiences.

To access the settings for this page variant:

1. Navigate to All > Now Experience Framework > UI Builder.
2. Select the CSM/FSM Configurable Workspace experience.
3. In the Record section of the Pages and variants list, select CSM voice interaction record page.
4. Select Settings at the top of the page.

CSM voice interaction record page components

The CSM voice interaction record page includes the following components.

Component	Description
Form heading	The form heading displays the interaction short description and also includes the action bar and record tags.
Record tags	Agents can create multiple tags for a record and then use the tags to group and organize records.
Action bar	The action bar contains the actions available to users while working on phone interaction records. Create: Create records related to the interaction such as cases, incidents, requests, and consumers. Save: Save changes to the interaction record. More Actions: Perform additional actions such as starting a discussion and associating a record. Note: The specific actions available are determined by factors such as the user role and other attributes.
Interaction Controls Component (ICC)	The Interaction Controls Component enables CCaaS providers to display native voice integrations. Agents can then use the component to manage customer calls directly from their inbox. For more information, see OpenFrame configuration.
Contact or consumer lookup component	The Customer tab includes the contact or consumer lookup component, which agents can use to do the following: Search for a contact or consumer. Select a contact or consumer from the list of search results and link that contact or consumer to the interaction record. Verify the contact or consumer. Edit the information for a contact or consumer.
Customer History component	The Customer History component displays customer, consumer, or account history information, depending on the field selections on the interaction record. This component can also display live call transcript. Note: Live call transcript requires additional configuration.
Interaction details	The interaction details include information about the interaction including the account and contact, short description, and record state.
Contextual side panel component	The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The contextual side panel in the CSM voice interaction record page includes the following tabs. Recommended Actions search Related Lists Attachments Form Templates Collaborate
Thin compose modeless dialogs	Enable agents to initiate a work note or email in the activity stream and then open the text in a modeless dialog. Note: For the CSM voice interaction record page, the thin compose modeless dialogs feature is hidden by default and can be enabled by the administrator.

Interaction Controls Component (ICC)

The Interaction Controls Component appears at the top of the left panel of the CSM voice interaction record page. This component enables CCaaS providers to display native voice integrations. Agents can then use the component to manage customer calls directly from their inbox.

The CSM voice interaction record page with the ICC component is displayed when the following conditions are met:

• The interaction is of type phone.
• The Enable interaction controls field on the OpenFrame Configuration record is enabled.
• The agent belongs to the User Group selected on the OpenFrame Configuration record.
  • If a user group is selected on the configuration record, only agents belonging to that group can see the CSM voice interaction record page.
  • If no group is selected, all agents can see the CSM voice interaction record page.

This feature uses the Interaction table, which includes a reference to the Callback [sys_cs_callback] table. The Callback table, in turn, references the Callback Context table.

For more information about the integration with CCaaS providers, see the following topics:

• Interaction Controls Component
• OpenFrame configuration

Callback actions component

The Callback actions component appears at the top of the left panel on the CSM voice interaction record page when it’s associated with a callback task. Agents can use this component to manage customer callback requests directly from the CSM/FSM Configurable Workspace.

Note:

Prerequisite for CCaaS callbacks: Verify that agents are configured through their contact center integration to receive callbacks and access the ServiceNow Workspace. Agent profiles are synced automatically when agents log in through the contact center connector in OpenFrame. For example, an agent must be able to log in to both the contact center and ServiceNow workspace. The agent presence state must match between both systems, as callbacks only route to available agents. In some cases, the state "available" might be labeled differently in the contact center, such as "on queue." Presence mismatches can prevent agents from receiving callbacks.

The callback actions component contains:

• Callback number drop-down: Contains a list of all the contact numbers of the customer.
• Timer: Displays the time remaining before auto-dialing the number selected in the drop-down or automatically closing the task.
• Call number button: Enables you to call the number in the drop-down.
• Retry call: Enables you to redial the customer number when the customer doesn’t answer the call.
• Close the callback button: Enables you to wrap up callback interactions.
• Enables you to transfer an ASAP or Scheduled callback to another queue or agent before the call to the customer begins. For more information, see Manage a CCaaS callback request in the Configurable Workspace.

Figure 2. Callback actions component

Figure 3. Transfer callback subcomponent

Figure 4. Cancel callback transfer subcomponent

Callback context card

The CSM voice interaction record page includes the Callback context card at the center of the page.

The callback context card is displayed when an interaction record has a linked callback task.

Figure 5. Callback context card

The callback context card includes the following information:

• Name
• Reason for the call
• Callback type: Scheduled or ASAP
• Scheduled start time
• Source channel (visible only in case of CCaaS callback)
• Queue (visible only in case of CCaaS callback)
• IVR Path (visible only in case of CCaaS callback)
• Callback Task
• Callback context
  Note:

  This field is visible in both the native and CCaaS callback environments when relevant information exists.
• Agent scheduled callback
  Note:

  This field is visible in both the native and CCaaS callback environments when relevant information exists.

Note:

The Callback Task field is turned off by default.

In UI Builder, the callback context card is configured to use the Lookup component, which can be used to look up a record on any table in card format. It also uses a data resource that returns the callback task for the specific interaction.

For more information about the callback feature, see the following topics:

• Configuring Omnichannel Callback for Customer Service Management
• Using Omnichannel Callback for Customer Service Management
• Address a callback request from a customer

Customer History component

The Customer History component appears below the Interaction Controls Component in the left panel. This component is included with the Customer Central plugin, which is activated as part of the CSM Configurable Workspace application.

The Customer History component includes the Customer tab. This tab displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. This tab also includes a search field, filter, and date range selector that agents can use to find specific information in the history.

Table 2. Customer tab information

Interaction record information	Customer tab information
Customer information is provided	When a customer is selected on the interaction record and customer history is available, the customer history is displayed in the Customer History tab. If customer history isn’t available, the Customer History tab displays a message that there’s no activity yet.
Customer information isn’t provided	When a customer isn’t selected on the interaction record, the Customer History tab displays a message suggesting to link to a customer.
Account information is provided	When an account is selected on the interaction record, the account history is displayed in the Customer History tab.

Refreshing the customer history information:

• When an agent selects a different customer on the interaction record and then saves the record, the agent must select Refresh on the Customer History component to update the information. The agent can also refresh the record page.
• If there’s new activity while the page is open, the agent must refresh the Customer History component or the record page to display the new activity in the Customer HIstory tab. For example, if the agent selects Create Case on the interaction record.

Live call transcript

The Customer History component can be configured to display a Call Transcript tab, which shows the live call transcript.

• This tab displays the text of the call transcript when a conversation record is present for the interaction.
• This tab displays the following text when a conversation record isn’t present for the interaction record: Call transcript not available yet.

The Call transcript tab is visible to users if configured in the provider application associated with the interaction.

Action bar component

The action bar component contains the actions available to users while working on phone interaction records.

Note:

The specific actions available are determined by factors such as the user role and other attributes.

• Create: Create records related to the interaction.
  • Create Case: Creates a Case record in a subtab and adds the record to the Related Tasks and Open Cases related lists.
  • Create Incident: Creates an Incident record in a subtab and adds the record to the Related Tasks related list.
  • Create Request: Creates a Request record in a subtab and adds the record to the Related Tasks related list.
  • Create Problem: Creates a Problem record in a subtab and adds the record to the Related Tasks related list.
  • Create Consumer: Creates a Consumer record in a subtab and adds the record to the Consumers list.
• Save: Saves changes to the interaction record.
• More Actions: Perform additional actions such as starting a discussion and associating a record.
  • Discuss: Opens a pop-up window to start a Sidebar discussion.
  • Associate Record: Opens a new record in a subtab that the agent can use to link a record to the current interaction. This new record is displayed in the Related Tasks related list.

The CSM voice interaction record page supports actions from the following Customer Service Management and CSM Configurable Workspace plugins:

• Customer Service (com.sn_customerservice)
• CSM/FSM Configurable WS Foundation (com.snc.uib.cwf_workspace)
• CSM Configurable Workspace (com.snc.uib.csm_agent_workspace)
• CSM Workspace (com.snc.agent_workspace.csm)
• Major Issue Management (com.sn_majorissue_mgt)
• Customer Service with Service Management (com.sn_cs_sm)
• Customer Service with Request Management (com.sn_cs_sm_request)
• Time Recording for Customer Service (com.snc.csm_time_recording)
• Omni-Experience Standard Feature Set

If you’re using any additional plugins, you must add the actions from those plugins to the CSM voice interaction record page action bar. For more information, see the configuration steps in this topic: Configure the Front-line case page action bar.

Contextual side panel component

The CSM voice interaction record page includes the contextual side panel component, which provides agents with the following functionality.

Table 3. CSM voice interaction record page tabs in the contextual side panel

Tab	Description
Recommended Actions	The Recommended Actions tab is now available as the first tab in the contextual side panel and is enabled for Pro customers. It includes a set of base system recommendations, such as similar incidents and similar open incidents. The Recommended Actions tab includes AI search functionality and suggested actions. Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the interaction short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type. Depending on the source type, agents can do the following: Open an article in full view in a subtab. Flag an article. Mark an article as helpful. Order a catalog item. For more information, see Use AI search in Recommended Actions to resolve cases. Note: Using Recommended Actions in the contextual side panel requires the Recommended Actions application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application.
Related Lists	The Related Lists tab provides access the interaction related lists. The CSM voice interaction record page incorporates related list functionality into the contextual side panel. These lists appear in an accordion format that agents can expand and collapse as needed. An indicator displays the number of records available in a related list. When expanded, the records in a related list are displayed in card format. The CSM voice interaction record page includes the following related lists: Related Tasks Recent Interactions Open Cases
Attachments	The Attachments tab provides access to case-related attachments. From this tab, agents can view and download attachments.
Templates	The Templates tab provides access to available form templates, which enable agents to automatically populate fields on new records. Agents can manually apply a template when creating a record such as an incident or change.
Collaborate	The Collaborate component enables agents to communicate with stakeholders and other users and gather information for case resolution. For more information, see Collaborate component.

OpenFrame configuration

The CSM voice interaction record page variant is included with the CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace). This page variant is available to users when:

• The Interaction Controls Component plugin (com.app_interaction_control) is installed.
• Interaction controls in the OpenFrame configuration are enabled.

Complete the following steps to enable interaction controls:

1. Navigate to All > OpenFrame > Configurations.
2. Select a configuration record. For example, select CTI.
3. Select the Enable interaction controls check box to enable interaction controls for OpenFrame.
4. Select a group from the available User Group column and move it to the Selected column. This is the group of users to whom the OpenFrame configuration applies.
5. Unlock the URL field, and add a third-party URL.

   You can get this URL from your contact center provider administrator.

6. Select Update.

When the following conditions are met, the agent sees the CSM voice interaction record page with the Interaction Controls Component and the Customer History tab component.

• The interaction is of type phone.
• The Enable interaction controls field on the OpenFrame Configuration record is enabled.
• The agent belongs to the User Group selected on the OpenFrame Configuration record.

The agent can switch between phone interactions and chat interactions. If an interaction is of type chat, the agent sees the CSM default record page.

Related tasks

• Manage a CCaaS callback request using Global Voice Control