ACE Interact application overview

Queue status

See which queues you are able to serve, including number of contacts in queue and manning status.

See Queue status.

Search/Call

Write a phone number to call, or search for groups to make enquiry calls to and transfer contact's to.

See Search and call and Assistance - Enquire or transfer.

Waiting lists

Pick contacts from a list showing content from all the waiting lists you are able to serve.

See Pick contacts from waiting lists .

Interactions

Search for a person and see all interactions with this customer, regardless of media.

See Interactions in ACE Interact.

Statistics today

See what you have done via ACE Interact (and ACE Agent), so far during the day.

ACE Knowledge

Open the self learning knowledge base for questions and answers.

See The smart FAQ - ACE Knowledge.

New chat card

Prepare handling multiple simultaneous chats, by opening empty chat cards.

See Chat in ACE Interact.

Write sms

Sms can be written at any time, regardless of you status.

See Sms in ACE Interact.

Compose email

Write an email not related to an incoming contact.

See Email in ACE Interact.

Create callback

Create a callback to be called later.

See Create callback.

Book appointment

Book an appointment to get a pre-set reserved duration time for a callback call.

See Book Callback appointment in ACE Interact .

Client settings

Choose if to accept contacts automatically, add an email signature, change language and password etc.

Can also be configured centrally, via ACE Admin, as described in ACE Agent default settings.

Keyboard shortcuts

The list of shortcut commands, as seen in Keyboard shortcuts.

Transfer logfile

Saves logged events to a server, for error tracing. See Transfer log file from ACE Interact.

Help

Opens the Telia ACE online help.

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