Communications in AgentView

In AgentView The graphical user interface of the CMP that is typically used by Customer Service Agents to access CMP customer and billing data. In versions prior to CMP 8.0, this was called the CMP GUI., an agent can perform the following tasks related to communications:

• View communications.

  The details for communications for an account In the Cloud Monetisation Platform, a billing entity that can be used to manage payments on one or more subscriptions or payments for services. An account can hold details such as payments or invoices. or subscription A billing entity that incurs a charge. Examples include a network attached device whose usage you want to measure and charge for, or a monthly software subscription can be viewed in the relevant Summary screen. Agents can also view the stored communications themselves. See View Communication Details and View Communications.

• View and set communications preferences.

  Agents can view communications preferences, change opt in/out settings, set time exclusions and language for communications and configure a preferred delivery method. See View and Edit Communication Preferences.

• Raise a communication request.

  Agents can raise a workflow event that is configured to send a communication or they can add a one-off communication to a workflow event. See Add a One-Off Communication.

• View details why a communication failed.

  Agents can view the reasons why a comm was not sent or view comms error details. See View Reasons for Comms Not Sent and Error Details

For more information on communications in AgentView, see the online help for the application.