Issues¶
Issues combine communication across all channels in FrontStage - voice, messages, chat. An issue usually corresponds to one request of a contact center customer. Specific interactions performed and scheduled (inquiry delivered by e-mail, scheduled call, etc.) are associated with the issue manually or automatically.
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The issue module is optional and not so useful for outbound contact centers that do not receive too many requests. Inbound contact centers can use issues for all communication or only for a selected project. For example, for a simple query on a toll-free line project that was solved during the phone call, it is not necessary to create an issue.
On the contrary, requests for support tend to be more complex, their solution takes longer, involves more participants (a more experienced agent, technician, other people on the customer’s part) and multiple communication is required through various channels. If you want to have an overview and control of everything, you will use issues.
See also
You may know or hear other terms used for the concept of issues, such as ticket - tickets or case - cases. This is just a different terminology, and in this documentation we will use the term of issue - issues.
Issue contact and communication contact
You can set up a contact for the issue. Usually, this contact means for whom the issue is solved, who is asking and the like - i.e. the customer. However, the meaning that you attribute to the issue contact is only a matter of interpretation.
While working with FrontStage, you may have already noticed that specific pieces of communication also have their own contacts - for example, the Contact tab for a call (left) and message (right):
It is important to distinguish between an issue contact and a communication contact as they may not be the same. For example, the issue contact is the company (your customer), but the individual interactions are with its various employees.