About the Interaction View function

In CallGuide Agent’s contact archive, Interaction View support function you can search for

• historic data for the contacts you have worked with,
• archived emails, and chats.

In CallGuide personal data is handled according to current data protection directives. You can schematically see the contacts handled in the selected organisation area but you may not see the content for all contacts, depending on you access function, which access area you are affiliated to, and the contact’s task type.

Normally you can see all contacts belonging to the organisation area you belong to, and the organisation areas you have the access rights to.

If your organisation is using task types per subarea you see a contact with a specific task type only for users belonging to the same subarea as the task type. But you still see all the content for the contacts you have worked with, regardless of task type and subarea.

For contacts without a task type, such as separate emails sent from CallGuide Agent or external calls, you only see data for the users having worked with each respective contact.

An interaction that for access reasons cannot be open is seen with a padlock. You can see earlier interactions for a customer, a task, or an agent in CallGuide Agent. Generally speaking, you cannot change any of the content in Interaction View since the information you see is archived. However, you can close emails with a specific status.

An interaction is e.g. an incoming IVR call. At transfer or conference the earlier call in progress is terminated. The transfer or conference is preceded by a question creating a new interaction, i.e. at the moment of transfer or conference the enquiry call and its interaction continues to exist while the earlier call and its interaction is terminated.

Interaction View’s four functions

The support function for customer and task historic data, Interaction View, is opened manually by selecting Functions|Interaction View in the main menu or using the CtrlShiftV shortcut. The area can also be opened automatically at an incoming contact, depending on what is stated under the Client settings menu choice

Interaction View is composed by four different parts:

1. Interaction View
2. Interaction data
3. Email Interaction data
4. Chat Interaction data

If you enter the digit 3 for Number of support functions to be displayed in the Client settings menu choice you can see the contents of all the support functions that can be opened simultaneously from Interaction View.

The Interaction View support function

Via the context menu you open with a right-click, you can i.a. export the search result and end specific emails. The Close email feature is described ins a eparate section.

Search criteria for both manual and automatic search for interactions are entered in the upper part. Start date is already filled in as a suggestion, to limit the search result.

When you have selected what you want to search for, you click on the Search button or use the tAltS shortcut command.

If you want to make a new search with new search keys, you first clear the search boxes, using the Clear button.

The result of a search is shown at the lower part. Select the row you want to see more information about.

Select the View Info button if you want to see interactions that have taken place via telephone calls of various kinds. You also have the option of double clicking on the selected contact or right-click in the list and select the Show info menu choice.

Select View contents button if you want to read archived incoming and outgoing emails or a chat’s history. If the contact is a work item and it has a link associated to it, i.e. a Facebook contact, this link will be popped in a browser window. You get the same result if you right-click and select the View contents menu choice.

In the search result at the bottom part of the window the interaction type is seen as an icon.

	Internal calls		Campaign
	Enquiry calls within CallGuide		Callback
	IVR calls		Chat
	Incoming external calls		Emails
	Enquiry calls outside CallGuide		Email replies
	Outgoing external calls		Work item
	Facebook		Twitter

A crossed out email means that the email has been removed from the database. You can read information about the interaction but you cannot read the email.

A crossed out chat icon means that the chat history has not been stored in Interaction View. You can see information about the interaction but you cannot see the entries made during the chat session.

The headings you can see in the search result at the bottom part of the window, in addition to Type described above, are:

• Date (Start date)
• Status
• Agent (Current agent or Closing agent)
• Identification
• Task number
• Telephone/Email (the caller’s number for incoming calls and the sender’s address for emails. For external outgoing calls and external enquiry calls you see the dialled number. For callback and campaign calls, the field is empty, unless the call records have been created with so-called DNIS, specified in the database.
• Email subject (the email’s subject header)

The search result from a manual search remains until another manual search, or an automatic search, is made. If the search result in Interaction View comes from an automatic search, the contents are cleared when the initiating contact is ended. Since the search result from an automatic search is stored with each contact respectively, the same information is, however, seen again, if, for example, the contact is parked and then reactivated.

The Interaction data support function

With the View Info button in the Interaction View window you open the Interaction data window. This is where interaction data for a certain contact is shown. Exactly what information is shown depends on the interaction type and on what has been configured in CallGuide Admin.

The Screen Pop button in the Interaction data support function works much the same as in the Contact data support function. The difference is that the contacts in Interaction View do not exist in realtime but are historical.

The email Interaction data support function

With the View content button in the Interaction View window you open the Interaction data emails window, where you can read archived emails. You may read both incoming archived emails and outgoing archived emails.

If you right-click on the shown email you can choose to select and copy text to insert it into another program.

Using the button to the bottom left you can compose new emails using old ones

If the email has an attachment there is an extra subject line named Attached files.To open an attachment you right-click on the subject line and select Open. If you answer OK to the question coming up, the attachment is opened in the Windows program it was created in. For example, if it is a document with the .doc file type, it is opened in Microsoft Word. You also have the option of saving the attachment to disk.

The chat interaction data support function

Using the View content button in the Interaction View window you open the Interaction data chat window. This is where you can read archived chat history, i.e. the complete sequence of entries between a customer and the customer service created during a chat session.

If you right-click on the chat history you have the option of selecting and copying text to e.g. paste into another program.

Why contact data may show other values than data in Interaction View

Data shown in the Interaction View (in the search result) or Contact data windows do not correspond with data in the interaction data window until the contact has been closed.

Interaction data for a contact is saved to the database at three different times:

1. When a contact is created.
2. When a contact escalates between organisation areas.
3. When a contact is ended.

All changes in interaction data are carried out directly in the CallGuide Server but for performance reasons data are not saved to the database more frequently than according to the list above. This is why contact data may show other values than interaction data.