Interactions in Edge Agent

Search and see all interactions with a customer, regardless of media.
If the customer refers to e.g. a chat a week ago, you can search for the combination - date and customer id - and see both the chat conversation and the surrounding history.

Automatic search

See interactions automatically, as the contact arrives.

To enable automatic search, see Interaction View in CallGuide Admin
Choose if the data is to be displayed before or after accepting the contact. See CallGuide Agent default settings
You can do a new search, by editing the auto searched contact data key value.

To manually search for details in the contact history repository, open Menu | Interactions.

Start by selecting a time span.
- Default, until you change it, is Last week
- In the menu you choose anything from Today and Last month to No time limit.
Optionally, enter data into the search field by the wand and click on the magnifying glass to start searching. Depending on the entered text the category to search in is automatically decided and displayed by the search field.
- Digits will search among telephone numbers and customers' identifications.
- Letters will search for agent names.
- To search among email addresses you need too include a . dot or an @ at sign.
To find specific interactions in the search result, you click the relevant filtering buttons by the filter categories Type, Agent, Status and Date.

If the number of e.g. Agent names exceeds what can be seen in one row you click the arrow to see the rest of the filters in this category. You always see the sum of all used filters, even if the actual filtering button is hidden
Each filter shows the number of interactions to be displayed. As you click on additional filter buttons the total is recalculated and reduced.
To see more of the search result you can Hide filtering options.

To see details about an interaction in the search result list at the bottom, click the date of the interaction.
Having opened the details view, you see the other interactions' details by using the buttons or the arrow keys ← and →
To get back to the search view, you click on the Back button or press Esc
For chat, email and voice message interactions you can alter between Show content, e.g. to see the chat conversation, email content or voice message, and Show details to see the contact data.