Contacts and interactions
A customer interaction has two parts: the actual communication with the customer over one or more channels, such as Voice or Digital, such as Chat or Email, and the tools that help you address the customer's issue.
Where can I find answers to common contact questions or problems?
First, try the standard responses, your own contact history, and any customized knowledge repositories your contact center uses. If none of those options works, you can start a consultation with one of your team members.
How do I search through previous interactions with customers?
You can view customer interactions in the Contact Directory and in the History tab of an active interaction.
You can view customer interactions in three ways:
- My History lets you browse your interactions.
- The Contact Directory lets you browse all interactions with a customer or team member.
- Interaction Search lets you browse the complete interaction database using either a Quick Search or an Advanced Search.
The following videos introduce you to some of the basics of contact and interaction management, but be sure to click the links on this page to read about contact and interaction management in detail.
How to find interactions in the Interaction Database:
- My History
Basic My History search
Advanced My History search
- Interaction Search
Basic Interaction history search
Advanced interaction history search
- Contact History
Basic Contact history search
Advanced Contact history search