Browse Pages - Avaya Interaction Center User Manual

Browse Pages

You may also want to see the browse pages the customer was visiting before they requested a chat.
Typically, these are your company's Web Self-Service pages, the pages from which a customer
sent an email or requested a chat session, or product description pages. In some cases, they may
include sites external to the company Web site.
A customer's DataWake may tell you what type of information the customer is interested in. It
may also indicate to you what pages not to show the customer because the customer has already
seen them. A customer's DataWake record may not include links to all URLs (Internet addresses)
that the customer has visited in this session. Your administrators determine which URLs can be
included in DataWake records.
To access the customer's DataWake browse pages:
1 From the Web Agent, click Tools > DataWake.
Your browser is launched and opens to the DataWake™ Summary page
2 You can narrow your search by entering any or all of the following information:
User Name – The user name of the customer whose DataWake you want to see. If you are
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not certain of the exact name, enter letters you are sure of and click Contains. You can enter
multiple names to see DataWake records of multiple customers.
Restrictions – If you want to refine your view further, enter information into one of the
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following:
- Start Date and Time – The date and time you want to begin and end your query. If you
entered a user name, this information is displayed only for that particular customer. If you
did not enter a user name, you see the query for all customers.
- Last N Sessions – The number of sessions you want to see, such as the last 5 sessions, of
the user or users you chose in the User Name field.
- List of Session IDs – A list of Session IDs, separated by commas, to view a selected
session. You see only the Session IDs of the customer or customers you chose in the User
Name field.
3 Click Display Full DataWake.
A Full DataWake page is displayed showing the customer's full DataWake history, based on
your criteria. The DataWake record usually includes the following columns:
Time – The time of day when the customer accessed the page.
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Priority – The significance of a particular URL accessed by the customer, as defined by your
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administrator in IC Manager.
w Type – Pages are classified as either escalation pages (pages from which a customer can
send an email or request a chat session) or browse pages (all other pages in the DataWake
database).
Description – The URL of the page. You can click this to access the page on your browser.
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Viewing the Customer's DataWake Record
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