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What is Call Case Information?

The Call Case Information (attached data) view provides information about a call — for example, an account number or type of service. Your system administrator configures the information that is displayed.

Examples of Case Information

The following are examples of the type of critical information the Call Case Information view provides about the active interaction:

  • Contact name
  • Contact type
  • Skill
  • Account information
  • Where the customer exited the interactive voice response (IVR)

An interaction preview displays an interactive notification that enables you to preview a new inbound call. This preview includes the attached data that enables you to decide how you wish to handle the call.

Important
The case information displayed in your interaction preview depends on the items configured by your system administrator.

Hyperlinks

Some case data might be displayed in the form of a web address (URL). You might also be configured to select active URLs in the case data to open the target in the interaction window. A URL might be displayed as the title of the web page, an anchor, or a URL. If the URL is active, it is displayed as blue text.

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This page was last modified on 26 August 2016, at 04:24.