Each time you interact with a new contact, CXone Agent creates a customer card for the contact with their information. It also creates a new customer card every time you interact with a contact over a new channel
A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This means that there may be more than one customer card for each contact. You can merge them to keep the contact's information in one place.
Elinor Dashwood, an agent with Classics, Inc., is on a call with Edward Ferrars. CXone Agent creates a customer card for Edward with his information from the call. During the call, Edward mentions he emailed Classics, Inc. yesterday. Elinor searches for the customer card created for Edward from his previous email interaction and merges it with the new one. His information is now stored in one customer card.
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Open an interaction in CXone Agent. If the customer card for the contact does not automatically open
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Click Merge
in the top right corner of the customer card. -
Possible duplicate customer cards appear. You can also search for customer cards.
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Select the customer card you want to merge with the one you have open. Click Merge
.If the merge was successful, a green box appears
