Contact Centre

The Contact Centre is a standalone view for inbound contact handling (role-gated by the contact permission, entered from the landing screen). Where dispatch watches an operation, the Contact Centre handles one contact at a time: find the caller’s contract or existing job, work it, and return to the queue.

Finding the caller — omni-search

The search box matches whatever the caller can tell you — the fields are domain-configured (helix.contactCentre.searchPaths, e.g. membership number, vehicle registration, name):

• Contracts are searched in the local records store (and, when the client provides one, an external system is searched alongside and the results merged). Selecting a contract offers New project — a job raised under that contract, pre-seeded with its customer type.
• Existing projects are searched directly in the database — independent of whatever data is currently streamed to the screen — and open straight into the project editor.

New local contracts can be created inline when the caller isn’t on record yet.

Between contacts — the actions queue

While no contact is active, the Contact Centre streams only what a queue needs: the actions awaiting an operator (class-filtered to what this operator handles, without the dispatch desks’ narrowing), shown in the floating Actions panel with the same urgency ordering as dispatch. The rest of the operation’s data is deliberately not loaded — the view stays light.

Handling a contact

Selecting an action starts a contact: the action is soft-locked (other operators see it greyed), and the view re-scopes to the action’s subject — typically a project or a resource. The subject’s data streams in, its plan appears in the floating Plan panel, and its editor opens with the action presented for processing (outcome buttons / acknowledge / defer, exactly as in dispatch).

Closing the editor — whether the action was processed or not — ends the contact: an unprocessed action’s lock is released, the subject’s data leaves scope, and the queue returns. Search-initiated work (opening a found project, raising a new one from a contract) overlays the same way and returns to the Contact Centre when closed.

The ☰ menu carries the same theme controls (light/dark, Heritage/Modern) as the dispatch panel.

Related

• Introduction — the dispatch screen and its concepts
• Actions — how actions are raised, classed and processed
• helixApp — contactCentre.searchPaths configuration