This article explains the Agent Console features for Receptionists.
To access the Receptionist console (receptionist users only), go to the Menu Navigation Bar, select the Agent Console.
Agent Console Features
The Agent Console contains the following four sections:
Dealership - (If applicable) Displays each assigned dealership
Call Type - Identifies the type of call received
Inquiry Type - Identifies the call classification type
Transferred To - (If applicable) Identifies to whom the call was transferred
The Call Types are categorized based on the intended departments for the call and consists of the following selections:
- Sales
- Service
- Parts
- Finance
- Other
The Inquiry Type selection is required only for Sales and Service call types.
Inquiry Types
Sales:
- Phone Up - Call is a Fresh or New Sales lead
- Follow Up - Call is not Fresh or New, the customer may be calling back or returning a call.
- CSI - Outbound Call, CSI activity
Service:
- Phone Up - Call is a Fresh or New Service lead
- Status Check - Call is to check on the status of a vehicle
- CSI - Outbound Call, CSI activity
Transferred To:
After selecting Inquiry Type the Transferred To selections populate (except for CSI calls). This selection identifies where the call was transferred within the dealership. Selections include the following:
BDC - select this option if the call was transferred to the BDC
Sales Dept - select this option if the call was transferred to the Sales Dept
Once the Transferred To department is selected, the person the call was transferred to can be selected from the drop-down box.
