An interaction in ACE 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 ACE.
Interaction View is composed by sub functions for
- storing emails, chat history and interactions in ACE Database,
- finding different kinds of interactions in ACE Agent and Interact,
- viewing archived emails and chat conversations in ACE Agent and Interact,
- configuration of Interaction View in ACE Admin windows Interaction keys, Automatic search and Storage rules, see Search keys for Interaction View, Prepare for automatic search in Interaction View, 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.