Basic facts about Interaction View
An interaction in CallGuide is a contact occasion, typically with a customer. An interaction can e.g. be an incoming IVR call. The Interaction View function makes it possible to look for and see earlier interactions and archived emails as well as history for chat sessions in CallGuide.
Interaction View is composed by sub functions for
- storing emails, chat history and interactions in CallGuide Database.
- finding different kinds of interactions in CallGuide Agent and Edge Agent.
- viewing archived emails and chat conversations in CallGuide Agent and Edge Agent.
- configuration of Interaction View in CallGuide Admin windows Interaction View - Storage rules
and System parameter tab Other.
- To use these any of the features above you need an activated
Interaction View license.
- To configure the functions you need
Modify Interaction View in your access role.
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To set storage rules you need Modify organisation area in you access role.
- To view the stored data you need access rights seen in
Restricted access by task types and areas.
Telia CallGuide version 10.1. New info since last release is highlighted. ©Telia Sverige AB