Viewing Customer And Contact Information - Avaya Interaction Center User Manual

To open a new Avaya Business Application focus:
1 Click the Avaya Agent button.
2 In the Avaya Agent menu, click Focuses.
3 From the Focuses submenu, click the desired application focus.

Viewing Customer and Contact Information

When a contact arrives in the Avaya™ Interaction Center (Avaya IC) contact center, an electronic
data unit (EDU) is created for that contact. The application then forwards the contact to an
available agent, using the rules that have been set up by your system administrator.
The Avaya Agent on your desktop displays information about the currently active contacts that
have been assigned to you. The task lists in the Media pane display the basic information about
each contact. The Contact pane that is displayed near the bottom of the Avaya Agent contains three
areas where you can access more detailed information:
The EDU Viewer displays detailed information about the active contact, including the creation
n
date and time.
The Contact History Browser provides information about previous contacts with the same
n
customer.
The Active History Browser becomes available only when another agent is currently handling
n
an email contact with the same customer. The Active History Browser provides information
about the other active email contact or contacts.
To view the information in the Contact pane, click a contact in the task list to bring it into focus.
Contact History Filter
Contact History Browser
Viewing Customer and Contact Information
EDU Viewer
Active Contact Viewer
Issue 1.0 June 2002 51