Contacts and interactions

A customer interaction has two parts: the actual communication with the customer over one or more channels, such as Voice or Digital, such as Chat or Email, and the tools that help you address the customer's issue.

Important

Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.

Where can I find answers to common contact questions or problems?

First, try the standard responses, your own contact history, and any customized knowledge repositories your contact center uses. If none of those options works, you can start a consultation with one of your team members.

How do I search through previous interactions with customers?

You can view customer interactions in the Contact Directory and in the History tab of an active interaction.

You can view customer interactions in three ways:

• My History lets you browse your interactions.
• The Contact Directory lets you browse all interactions with a customer or team member.
• Interaction Search lets you browse the complete interaction database using either a Quick Search or an Advanced Search.

Videos

The following videos introduce you to some of the basics of contact and interaction management, but be sure to click the links on this page to read about contact and interaction management in detail.

Managing Contacts

Finding Interactions

How to find interactions in the Interaction Database:

• My History

Basic My History search

Advanced My History search

• Interaction Search

Basic Interaction history search

Advanced interaction history search

• Contact History

Basic Contact history search

Advanced Contact history search

What next?

• Calls
• Chat
• Email
• Contacts
• Contact and interaction history

Top 5 topics

1. Getting Started
2. Navigating Agent Desktop
3. Calls
4. Contacts
5. Contact and interaction history