Key to Contact History Icons

Genesys Desktop creates and maintains a contact history for every contact who has an interaction with your company.

To see the history for the contact in the current interaction, click the History tab. Each interaction is marked with an icon, on the left side of the entry, that indicates whether the interaction is pending or not pending. The following table defines the Contact History interaction icons.

Interaction Type

Pending

Not Pending

Phone call

Incoming e-mail

Outgoing e-mail

Outgoing collaborative e-mail invitation

N/A

Incoming collaborative e-mail invitation

N/A

Outgoing collaborative e-mail reply

N/A

Incoming collaborative e-mail reply

N/A

Chat

Co-browse

N/A

E-mail web request / callback request

Incoming SMS

Outgoing SMS

MMS

Survey

Open media

Interactions are stored in folders ( ) named Current and Archive.

Click the triangle icons next to each interaction to open ( ) and close ( ) the thread for that interaction.