The Extended Toast helps you to observe important information about a customer when you receive the service task and during the service conversation. It allows you to take informed decisions and improve the customer experience.
If configured (via Agent Assistant configuration) the Extended Toast appears when a call reaches you and is closed automatically when the call is terminated (after ACW is ended).
By clicking on a slider icon you can hide the Extended Toast or reopen it if necessary.
The Extended Toast consists of the Header Bar and three modules that can be activated individually for each service:
Gives acces to information that allows to monitor the performance of the most important call parameters. The module provides the following information:
Shows the last four callback requests that were scheduled for the same customer and set to the "Pending", "In Progress" or "Failed” status. The module contains the following fields:
allows to show up to ten parameters that are configured for a service. If a parameter contains a web-link it can be opened from the module directly by clicking on it. The module contains the following fields:
The Extended Toast is configurable, so it could be that LUCIE isn't configured or not all available modules have been selected by the admin!