Viewing Active Contact Information - Avaya Interaction Center User Manual

Chapter 2 Managing Avaya Agent

Viewing Active Contact Information

You can use the EDU Viewer for most information about your active contacts. You may need to
check the Active Email Viewer to see all active email contacts.
Using the EDU Viewer Information
When you select a contact in a task list, the EDU Viewer brings the tab containing information
about the active contact to the front.
Using the Active Contact Viewer
Another agent may have deferred an email contact from a customer that you are handling by voice,
email, or chat. The agent who has deferred the email plans to reply to the customer at a later time.
The deferred email remains in the other agent's Email task list. Deferred emails are not displayed
in the Contact History Browser because they have not been completed.
You can see information about the deferred email contacts in the Active Contact Viewer. For each
active email contact from that customer in another agent's Email task list, the Active Contact
Viewer displays:
The date and time when the email contact was created
n
Whether there are any attachments
n
The contents of the "To" field
n
How many times the email contact has been forwarded
n
n The sender's email address
The subject line
n
If the customer has several active email contacts in the system, information about each contact is
displayed in a separate tab.
To view information about a deferred email contact:
1 Double-click the new email contact to open it in your desktop and view information about that
contact in the EDU Viewer.
2 Click the Active Contact Viewer button, which is located between the two boxes in the Contact
pane.
Note: If the button is disabled, there is no other active email contact from the customer in the
contact center.
If any deferred email contacts from this customer exist, the Active Contact Viewer dialog box
opens and displays information about them.
52 Avaya Agent User's Guide