Using Banking Workspace

Banking Workspace represents one of the key features of Talkdesk Financial Services Experience Cloud™ for Banking. It allows agents to quickly access detailed information (for example, bank account details and transactions) for account servicing based on integrated core banking systems, greatly reducing average handle time.

For more information, see Banking Workspace Overview.

Note: To begin using Banking Workspace of Talkdesk Financial Services Experience Cloud™ for Banking, contact your Customer Success Manager.

Viewing Cards on the Client 360 Tab

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  1. During a call with a client, you will first see the Snapshot tab displaying contact details of the client. You can switch between Snapshot, Client 360, Payments, and Notes.
  2. Click the Client 360 tab [1], and you can see detailed information of the client in different cards. image-1.png 
    • “Client details”: Lists the basic information of the client, such as Client ID, SSN/Tax ID, birthdate, and account status.
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    • “Account balance”: Displays the balance information of the client’s accounts and recent transaction records. You can see the total balance of all accounts and the respective balance of each account.
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    • “Payments”: Contains past due payments and upcoming payments. Click the eye icon eye.jpg to see more detailed information of each payment in the side panel that appears, such as past due fees and minimum payment.

      Note: The “Payments” card only displays recent payments. To see the complete payment list, click the rightward arrow rightward-arrow.jpg to go to the Payments tab.

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    • “Cards”: The bank card information of the client. Cards in different statuses are listed under the corresponding tab - Active, Inactive, and Closed. Click the eye icon eye.jpg to see more detailed information of each card in the side panel that appears, such as cardholder name and expiration date.
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    • “Activity”: Recent interaction records with the client within the contact center. Click the eye icon eye.jpg to see more detailed information of each record in the side panel that appears, such as contact date and duration.

The Client 360 tab is controlled by the FSI Client Profile app. For more information, see Managing the FSI Client Profile app.

Using the Shortcuts Bar on the Client 360 Tab

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  1. When you are viewing the Client 360 tab, click All Actions on the Shortcuts bar.
  2. The drop-down menu contains shortcut links that allow you to perform additional actions on behalf of the client, such as resetting the password and activating a card. These links can be customized to redirect agents to an external website.

    Note: Options listed on the Shortcuts bar are configured by Talkdesk. To customize them, reach out to your Customer Success Manager.

For more information about the Start Co-Browse button and the Start a Video Call button on the Shortcuts bar, see Guiding your Client with Cobrowse and Having a Video Chat with your Client respectively.

Viewing the Payments Tab

  1. During a call with a client, you will first see the Snapshot tab displaying contact details of the client. You can switch between Snapshot, Client 360, Payments, and Notes.
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  2. Click the Payments tab [1], and you can see a list of payments displaying their basic properties including Type, Account Number, Due Date, and Amount.
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  3. Click the eye icon eye.jpg to see more detailed information of each payment in the side panel that appears, such as past due fees and minimum payment.
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  4. On the action bar, you can click Filters to filter payments by type and due date.

The Payments tab is controlled by the FSI Payments app. For more information, see Managing the FSI Payments app.

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