WiscIT - Contact Tracking Overview and Benefits

What is Contact Tracking?

Contact Tracking in WiscIT is functionality that allows users to record specifics of interactions with customers such as phone calls, chats, and emails. This functionality also allows WiscIT users to create these records of interactions without starting from a parent incident or service request.

Contact records are created from either the Contacts Workspace or a parent record, e.g. an incident or service request.

How should I use Contact Tracking?

Help Desk Agents will create contact records when starting an interaction with a customer, and they will either create a new parent record from their contact record, or link their contact record to an existing parent.

Service Technologists and other roles

will mostly add contact records to existing parents. They do however have access to the Contacts Workspace.

What are the benefits of Contact Tracking?

Contact tracking provides the following benefits:?

• A clearer history of an incident or service request, e.g. the ability to set the "caller" on a phone call that might be different from the parent incident's customer.

• A method for service technologists to accurately record the details of out-of-band intake for incidents and service request. E.g. if a customer should use a service request in the self-service portal but instead chats or emails a technologist directly, the technologist can use contact records to input the request but also track that it did not come in through the preferred intake.

• The ability for Help Desk Agents to record their interaction with a customer without requiring them to create an incident or service request for interactions that do not meet those definitions, e.g. referrals elsewhere or unsupported services.

• Higher fidelity metrics, including:

  • Accurate first-contact resolution rate data
  • The number of modalities involved in individual incidents
  • Number of contacts per incident