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CBS Help - RICH

Technology and Support Offered by RICH system

About Scratchbook technology:

A 'Scratchbook' is presented when in the 'Standby Mode';
The Scratchbook provides a quick and easy way to capture notes until you decide that the call warrants an official Call Record;
If you need to make a note whilst in the middle of doing something else simply select the next Scratchbook Page - a bit like a sticky note except that you won't lose it;
Scratchbook entries are completely private to each User;
You can record notes about anything (because it's private) and they stay there until you decide you don't need them anymore - then you simply remove them;
Scratchbook text can automatically be loaded into the Call Record.

About recording a conversation:
The User has the choice about how they use CBS to record calls.

Pressing the ">" button guides the User sequentially through all the steps required;
Pressing the 'steps' buttons allows the User to choose the order in which the steps are carried out or to elect not to carry out certain steps;
The 'steps' buttons change colour as each step is carried out - green indicates the step is completed, yellow indicates it is the next step to be carried out (under normal conditions), white indicates it is the following step;
The first step (of date/time stamping the record), is automated therefore that button will always be green.
The User should enter/select the appropriate information according to the flow of the conversation. It is not a good customer service standard to force a caller into a sequence of providing information. Simply make sure that all the relevant information is collected then press the "End" button as soon as the caller hangs up (regardless of whether all the other steps have been done). Go back and complete any steps that need to be completed.
Not all steps on the Call Record need to be completed. There are only 3 mandatory fields the CSO has to enter, (i) the Caller name; (ii) the Work Category; and (iii) the Subject.

About "Phrasebook" [pb] technology:

A pb is pre-written text that can be used by clicking the "pb" button (near whatever field on which it operates) and selecting the appropriate text string. The text can then be modified if necessary.
pb's are great time-savers and very useful for those Users who are not touch typists or who have only one hand free.
A pb can be created as a User Entered (UE) item or the RICH Administrator can enter a pb in a System Value List (VL).

About Work Categories

Categories are the broad areas that departments take responsibility for, or receive lots of calls about. They are used as quick recognition of what a call is about;
These are stored as System Values and are entered by the Systems Administrator;
Your enterprise will nominate where each Category is directed (to have the issue actioned) by the nomination of a responsible pool;
In CBS, a Responsible Pool is an Organisation Unit [OU]. The OU used can be an existing one within the normal business OU structure or a special one created to deal with RICH Work Categories;
Work Category Responsible Pools and OUs are entered by your CBS Administrator.

About Sub-Categories

Sub-Categories are required to provide the User with a finer, and more useful level of detail about the Category;
The combination of Category and Sub-Category enables the generation of reports and production of statistics.
Sub-Categories are stored as System Values and are entered by your RICH Administrator.

About Subjects

Subjects are used to assist the User to recognise what the issue of the call is, without having to read the detail of the issue;
Subjects can either be stored in System Values [VL] or entered by the User [UE].
The L-Click on the Subjects button presents a list which is a combination of VLs and UEs, restricted by the combination of the Cat & Sub-Cat selected.
Other Subject lists can be accessed with a R-Click on the 'abc' button.
The R-Click also enables a user to create a UE Subject and remove a UE Subject.

About the Date/Time [DT] stamp:
The Start DT:

As soon as a Call Record is opened, it is automatically DT stamped;
As soon as a caller hangs up, the 'End' button should be pressed regardless of whether the work to complete the issue is finished (ie, sending alert etc);
The Start and End DT can be changed by using a R-Click on the appropriate button.

About modifying calls:
There will be times when call records need to be modified. The situations might be:

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