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.
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.