Actions on Stored Contact Interactions

You can save time and provide accurate data to your contact if you use the Contact and History tabs when responding to interactions.

For example:

  1. You want to follow up on a request from the contact.

The contact has already received a number of e-mails or SMS about a certain subject (these e-mails are stored in the history for that contact).

The Follow Up feature enables you to perform this action.

  1. You want to use the content of an e-mail or SMS that is stored in the Contact History to supplement your answer to another contact's request.

The Edit As New and Forward features enable you to perform this action.

  1. You want to select an e-mail or Open Media, such as SMS. that is still in the workflow, pending distribution.

The Open feature enables you to perform this action.

  1. You want to preview an interaction in the Contact History before printing it.

The Print Preview feature enables you to perform this action.

Using Contact History to Send Outgoing E-Mail

  1. On the History tab for the contact, select the e-mail that you want to use.

  2. Select the View Details tab.

  3. Click the button, and then select one of the following options for handling the outgoing e-mail.

Selecting Forward

If you select Forward, Genesys Desktop opens a copy of the original e-mail in your interaction window.

Selecting Follow Up

If you select Follow Up, Genesys Desktop opens a copy of the original e-mail in your interaction window.

Note: The Follow Up action is available only if the e-mail that you select has been sent at least once.

Selecting Edit As New

If you select Edit As New, Genesys Desktop opens a copy of the original e-mail in your interaction window.

Using Contact History with Incoming E-Mail

  1. On the History tab for the contact, select the stored e-mail that you want to use.

  2. Click the View Details tab.

  3. Click the button, and then select one of the following options for handling the e-mail the incoming e-mail:

Selecting Open

If you select Open, Genesys Desktop intercepts the incoming e-mail while it is still pending distribution in the workflow.

The status of pending interactions can be:

You can open any interaction that is pending with a status of Queued, In a Workbin, or Routing. As soon as you open a pending interaction, its status changes to Handled by an agent.