Difference between revisions of "PEC-AD/Current/Agent/ADcustinter"
From Genesys Documentation
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|structuredtext={{NoteFormat|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.|1}} | |structuredtext={{NoteFormat|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.|1}} | ||
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|structuredtext=You can view customer interactions in the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} and in the History tab of an active interaction. | |structuredtext=You can view customer interactions in the {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} and in the History tab of an active interaction. | ||
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*The {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} lets you browse all interactions with a customer or team member. | *The {{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contact Directory}} lets you browse all interactions with a customer or team member. | ||
*{{Link-SomewhereInThisManual|topic=ADhist|anchor=InteractionSearch|display text=Interaction Search}} lets you browse the complete interaction database using either a Quick Search or an Advanced Search. | *{{Link-SomewhereInThisManual|topic=ADhist|anchor=InteractionSearch|display text=Interaction Search}} lets you browse the complete interaction database using either a Quick Search or an Advanced Search. | ||
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|structuredtext=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. | |structuredtext=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=== | ===Managing Contacts=== | ||
| + | ====Overview of the Contact Directory==== | ||
{{#widget:Vimeo|id=277393908|width=572|height=392}} | {{#widget:Vimeo|id=277393908|width=572|height=392}} | ||
| + | ====How to find a contact in the Contact Directory==== | ||
{{#widget:Vimeo|id=281547811|width=572|height=392}} | {{#widget:Vimeo|id=281547811|width=572|height=392}} | ||
{{AnchorDiv|Search}} | {{AnchorDiv|Search}} | ||
===Finding Interactions=== | ===Finding Interactions=== | ||
| − | + | Agent Desktop provides three different tabs in the '''Connect''' group that you can use to find interactions in the Interaction Database: | |
| − | *My History | + | *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. | ||
| + | ===My History=== | ||
====Basic My History search==== | ====Basic My History search==== | ||
{{#widget:Vimeo|id=297764527|width=572|height=392}} | {{#widget:Vimeo|id=297764527|width=572|height=392}} | ||
====Advanced My History search==== | ====Advanced My History search==== | ||
{{#widget:Vimeo|id=297788604|width=572|height=392}} | {{#widget:Vimeo|id=297788604|width=572|height=392}} | ||
| − | + | ===Interaction Search=== | |
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====Basic Interaction history search==== | ====Basic Interaction history search==== | ||
{{#widget:Vimeo|id=301308589|width=572|height=392}} | {{#widget:Vimeo|id=301308589|width=572|height=392}} | ||
====Advanced interaction history search==== | ====Advanced interaction history search==== | ||
{{#widget:Vimeo|id=301308387|width=572|height=392}} | {{#widget:Vimeo|id=301308387|width=572|height=392}} | ||
| − | + | ===Contact History=== | |
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====Basic Contact history search==== | ====Basic Contact history search==== | ||
{{#widget:Vimeo|id=301308224|width=572|height=392}} | {{#widget:Vimeo|id=301308224|width=572|height=392}} | ||
====Advanced Contact history search==== | ====Advanced Contact history search==== | ||
{{#widget:Vimeo|id=301308046|width=572|height=392}} | {{#widget:Vimeo|id=301308046|width=572|height=392}} | ||
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|structuredtext=*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | |structuredtext=*{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | ||
*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} | *{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} | ||
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*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | *{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
*{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | *{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | ||
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|structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | ||
#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | ||
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#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | ||
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Revision as of 17:58, July 9, 2020
This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.
Contents
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).
Related documentation:
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.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.
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.
Managing Contacts
Overview of the Contact Directory
How to find a contact in the Contact Directory
Finding Interactions
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.
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?
Top 5 topics
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