Customer Context
What is Customer Context?
Customer context is all of the data and information available an agent has available to support the contact. It typically includes identity, account details, interaction history and the reason for the current contact.
Customer context answers basic questions before the agent has to ask them: who is this, what do they have with us, what has happened recently and why are they likely contacting us now. It is usually assembled from CRM records, order and billing systems, previous interactions across channels and anything captured during self-service or by a bot before the hand-off.
When context is missing, customers repeat themselves, handle times grow and agents may make decisions with incomplete information. When it is present and relevant, agents can resolve issues faster and more personally. Teams often look at how quickly context appears when a contact arrives, how many systems agents must open to find it, and whether it carries over when a conversation is transferred.
Related: Context data, Interaction history, Screen pop / application pop, Totalix.