Contacts and interactions
A contact is a person that your company does business with. Your company has information about that person that you can manage and use to do your job. An interaction is a communication with the contact over one or more channels, such as Voice or Digital, such as Chat or Email, and the tools that help you address the contact's needs and the needs of your company. Workspace Agent Desktop provides tools that you can use to manage previous interactions with a contact (the contact's interaction history, your History, and your company's interaction database).
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:
Contact management 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.
Overview of the Contact Directory
Agent Desktop provides three different tabs in the Connect group that you can use to find interactions in the Interaction Database:
- My History: Search for interactions that you have worked on.
- Interaction Search: Search for interactions that anyone has worked on.
- Contact History: Search for interactions of a particular contact.
Basic My History search
Advanced My History search
Basic Interaction history search
Advanced interaction history search
Basic Contact history search
Advanced Contact history search