Interaction View in CallGuide Admin

Interactions and their interaction data are saved in Interaction View to be archived. Incoming and outbound emails are stored as well, in full, including enclosures, provided they have been sent via CallGuide Email Server (CallGuide Email Proxy). In CallGuide Admin you configure

• the information to be saved for an interaction,
• for how long the information is to be archived,
• whether automatic search will be activated,
• how the automatic search will be performed.

System parameters

Whether CallGuide Server shall store interaction records in the database or not is set in the Interaction View - Storage rules window. Some settings are required via System parameter tab Other.

See Restricted access by task types and areas and Basic facts about Interaction View.

Search keys for Interaction View

All contact data keys linked to the Interaction View function

• have short names (database names) beginning with ’iv’,
• are based on existing contact data keys.

In CallGuide Admin, the Users | Interaction View menu choice, the Interaction keys window you set, per contact type, the contact data keys whose values should be stored in the so-called interaction keys that are later used when searching in Interaction View.

The content of the Short name and Contact data key columns cannot be changed. In the Value column the contact data keys for the selected contact type are listed. It is up to you to set the value to be linked to an iv contact data key by selecting a contact data key from a drop-down list. The contact data keys you may choose among is configured in the CallGuide Admin Contact data per contact type window under the Organise menu choice. As the descriptive names are configurable and may vary, the so-called short names are also shown, in brackets. You cannot change the values in lines with grey background.

For the Interaction View function there are five special contact data keys, named iv1, iv2 etc... to iv5. These keys, like all other keys, are used to decide the specific information that shall be stored. What makes them different is that iv1, iv2 etc... to iv5 can facilitate information search for the agent. The information to be stored is decided by, per contact type, connecting the value from another existing contact data key to the iv1 to iv5 keys.

Here is an example...

Example for the iv1 key

In the Users | InteractionView menu choice, the Interaction keys window you do as follows:

1. Connect the Ani key to the iv1 key for incoming telephone calls (contact types like IVR calls and incoming external calls).
2. Connect the Telephone number to call key (outgoingAddress) to the iv1 key for outgoing telephone calls (contact types such as campaign and callback).
3. In the Organise menu choice, the Contact data, basic configuration window, you name the iv1 key Telephone number with the Telephone number Format type.

In the Format type column you can choose format types. The format types are used to standardise the value of some keys and make them searchable in this way.

At present there are three format types:

Telephone number

converting the number entered as 08-713 10 00 or 08 71310 00 to 087131000

Email address

converting the email address seen in the email header Customer, Caleb C.<> to caleb.customer@office.com.

Telephone/Email

handling keys that either contain telephone numbers or an email address. Used for the content of the customerAddressSrv contact data key.

Using the customerAddressSrv contact data key, CallGuide Server sets the correct value for the customer’s different contact addresses, depending on which type of contact it is, i.e. a telephone number for calls and an email address for emails. In this way the agent can search for and see a customer address as both telephone number and email address in the same field, no matter what the underlying original contact data keys are.

If these keys are not linked to a format type, data will be saved in the original format. This may make it more difficult for the agent searching for the information.

Prepare for automatic search in Interaction View

In CallGuide Agent an automatic search, rather like Screen Pop, can be performed for all interactions - except for the Enquiry calls outside CallGuide and Outbound external calls contact types.

At an incoming interaction the search starts automatically before or after answer, depending on what has been set in Client settings in CallGuide Agent. An automatic search is performed for the contact types where search key and search value have been stated. If there are no search keys or search values, no automatic search will be performed and the client settings made in CallGuide Agent will be ignored. The result of the automatic search is presented in the same way as for manual search.

In the Interaction view - Automatic Search window you configure, per contact type, the contact data key to be used at automatic search. In the Value key for search column the contact data key for current contact is set. The interaction data base is searched for interactions whose Interaction key for search has the same value as the Value key for search.

Delayed effect for configuration for Interaction View

The configurations in CallGuide Admin regulating user rights and which task types a user can see replicated with a certain delay between CallGuide Core Database and CallGuide Interaction View Database. If updates e.g. are transferred once an hour it can take more than an hour before changes made take effect.