ESP

Overview

ESP is used to display real-time information as an agent makes selections on a case. ESP displays a wide variety of supporting resources, including InfoCenter entries, PowerLocator entries, and Caller history details. ESP provides an easily accessible repository of information that displays dependent on the information entered into the case. ESP is most often used for Suggestions when working on cases.

When opening an existing case, available ESP items related to Address codes and Issue codes display automatically in ESP.

ESP displays cards can contain the following information:

The caller's history (including previous cases). For details, see Caller History: ESP Setup.
Related Case information corresponding to the current case. For details, see Related Cases: ESP Setup.
Suggestions (letters, enclosures, actions, etc.).
All addresses associated with the call.
Address search matches.
Categories for the layout when in the layout editor.
Store or company locations with PowerLocator.
Product information and attributes.
InfoCenter alerts.
NLP and Agent Assist content.
Recommended topics from Emplifi Knowledge.

Nothing that shows in ESP is saved. Any suggestions are lost when an agent accepts or rejects an ESP item or dismisses the case.

Using ESP

The following are tips for using ESP:

To expand and collapse ESP, click the Collapse and Expand icons.
Click on the ESP card title to expand and collapse the card. Nothing happens if you click on the text within the card.
To close a card, click the X in the upper-right corner. You can re-open a card by selecting the desired option from the Application Menu.
For suggested items, click the Accept button to accept the item and the Remove button to reject it.
For suggested actions, select the check boxes next to the actions you want to perform. The selected actions are applied after the case is dismissed.

ESP Panel Overview

The following video will guide you through working with the ESP panel.

https://player.vimeo.com/video/552127077?