Interaction View in CallGuide Agent

In CallGuide Agent there is a function area named Interaction View as well. Interaction View in CallGuide Agent consists of four different windows.

1. Interaction View
   The sub function used by the agent to search for various interactions. From here, the agent with access rights to the function can also end emails of a specific status.
2. Interaction data
   The sub function where contact data for various kinds of interactions, so-called interaction data, are listed.
3. Interaction data emails
   The sub function where archived outgoing emails and email replies are listed, depending on access rights.
4. Interaction data chat
   The sub function where the agent, depending on access rights, can read archived chat history, i.e. the complete sequence of entries between a customer and the customer service during a chat session.

In this picture the agent is viewing interaction data for en email, with the Interaction View search function to the right.

Interaction View can also be configured to make an automatic search at an incoming interaction. This automatic search is rather like Screen pop but the result of the automatic search is presented in the same way as a manual search. You rule to start the automatic search before or after answer in the client settings for CallGuide Agent.

In CallGuide Edge Agent the function is used in a similar way, but in the easier web interface. See Interactions in Edge Agent .