Contact Logging

Key to Customer Service Vu is the ability to log telephone calls and face to face visits.

When a citizen's account has been opened it is possible to click on one of two start contact buttons:

• Start call

• Start a face to face contact

Whichever option is selected the initial prompt is the same in that you need to select the location of the contact:

If you only have one location this will be the default and automatically selected.

Once clicked the user then has the ability to select a service area:

Selecting the service area the call relates to

Once the service area (generally council department but these can be whatever you like) is selected the 'Contact Type' and 'Contact Validity Reasons' drop downs are populated with their contextual contents.

Here we can see that where Council Tax has been selected the Contact Types then reflect that:

Selecting a Contact Type

The Contact Validity drop down options are customisable by you and help you to understand why citizens are contacting you outside of the digital channel and how it can be mitigated:

Selecting a Contact Validity Reason

Important

The service areas, the contact types and the contact validity reasons are all reportable upon.

Only when all three drop downs have been selected does the 'End Call' button become active and the text change from grey to white:

Once a contact has been ended it is added to the Timeline.

Timeline entry after a call

We can see it logs who did it, when it was started/ended and the options selected in the three drop downs:

• Service Area

• Contact Type

• Avoidable Contact Type