Common Interaction Panes

The right pane contains two or more sub-panes, including Customer Records and Resources. Toggle between these sub-panes by clicking the appropriate button.

Note: Not all interaction sub-panes will contain all of these functions.

Customer Records Pane

Control

Function

Customer Records

Enables you to access contact information, the Contact History, and collaboration target information.

Contact tab

Displays the contact's address(es) and phone number(s). For details, see Using Contact History Overview.

New Contact

See Adding Contacts. This button is available only for new outbound e-mail or voice interactions if no contact is selected.

Set Contact

Enables you to access the contact Directory tab and Find tab, in order to set the contact for the current interaction or any child interactions, such as a reply or a transfer.

This button is available for chat interactions if no contact was automatically attached, and for new phone calls and new outbound e-mail.

Edit

Enables you to edit the selected contact attribute. See Editing Contacts.

Delete

Enables you to delete the selected contact attribute. See Editing Contacts.

Make Call

Enables you to open a voice interaction using the default phone number for the contact.

New Email

Enables you to open an e-mail interaction using the default e-mail address for the contact.

Mark Default

Enables you to set the selected contact e-mail or phone number as the default e-mail or phone number for a contact with multiple e-mail addresses and/or phone numbers. See Editing Contacts.

Merge Contact

Displays the Merge Contact dialog box. See Merging Contact History.

Change Contact

Enables you to access the contact Directory tab and Find tab, in order to change the contact for the current interaction or any child interactions, such as a reply or a transfer.

History tab

Displays a record of all interactions between this contact and your company, including the contact's responses (if any) to an optional post-chat survey.

Clicking any of the listed messages opens a transcript of the interaction.

The Transcript pane contains four tabs: View Details, Auto Suggest Responses, Notepad, and Attached Data.

This is also called the Contact History.

  • When you are done viewing an interaction transcript, click Hide Transcript to return to the previous view.

Previous

Displays the previous page of this contact's history.

Next

Displays the next page of this contact's history.

Hide Transcript

Temporarily removes the details of the selected contact's history from the screen.

View Details tab

Displays the details of an interaction that you select in the Contact History. For example, e-mail details might include the sender's name, cc recipient, subject, contact name, and workflow status.

Auto Suggest tab

Auto Suggest tab lists pre-written responses, extracted from the Standard Responses database, that you can use to reply to an incoming e-mail. The responses are selected automatically based on categories and sorted according to their relevance to the content of the incoming interaction.

You can select an auto-suggest response and insert it into your reply. You can modify the text of the reply as necessary.

Attached Data tab

Attached Data tab provides information about an interaction—for example, an account number or type of service. This tab is available for all interactions except campaigns.

Custom Data tab

Contains additional information that is related to the interaction. You can modify, but not add or delete, custom data.

Callback tab

Enables you to manage callback requests.

Reschedule

Enables you to reschedule a call by entering a new hour or date, or to call back at the same time the following day.

Collaboration tab

Invites another agent to help you respond to the contact, to ensure that the response is as accurate as possible. See Collaborative E-Mail Procedures Overview.

Refresh

Refreshes the display of the current status of the agents you have invited. See Following Up After Sending an Invitation.

New invitation

Enables you to invite an agent to help answer a customer's question. See Inviting an Agent for E-mail Collaboration.

Send

Sends your collaboration request.

Delete

Deletes your collaboration request.

Merge Detail tab

Enables you to manage contact and interaction merging. See Merging Contact History.

Undo Merge

Enables you to undo the last merge that was performed. This action will restore the contacts to the state prior to the merge, completely removing the contact information of the subordinate contact from the contact information of the main contact.

 

Resources Pane

Control

Function

Resources

Accesses the Standard Responses database, which contains pre-written responses that you can use during an interaction. You can customize the response to fit the current call.

Responses tab

Enables you to use standard responses.

Find

Enables you to find contact responses that correspond to specified search criteria.

Add Favorite

Enables you to add the selected response to your favorites list.

Select Category

Enables you to select the category of the response for the current outbound e-mail. The category is added to the Auto Suggest tab.

Insert

Inserts the text of the selected response into the body of the current e-mail or chat field.

Remove

Removes the selected response from your list of favorites. This button is available only if a response is selected in your favorites list.

 

Co-Browser Pane

Control

Function

Co-Browser

On voice or chat interaction forms, click to display the Co-Browser tab. See Handling Co-Browser Sessions.

Connect

Enter the Customer Session ID, and then click Connect to establish the Co-Browser session.

Close Session

Click to end the Co-Browser session.