Viewing Contact History Information - Avaya Interaction Center User Manual

Viewing Contact History Information

The Contact History Browser contains information about completed contacts that your current
customer has had with the contact center. Contacts that have not yet been wrapped up are not
listed.
The Contact History Browser contains a tab for each of your current contacts. Each tab contains
the history of that contact, that is, the previous contacts the customer has had with the contact
center. Avaya Agent automatically brings the tab for the active contact to the front of the Contact
History Browser. To view information about another contact, click the appropriate tab. To view
more details of a previous contact, double-click the email or chat contact in the Contact History
Browser.
Note: Current information about an active customer contact does not appear in the Contact
History Browser until you have wrapped up that contact.
The information you see depends on the type of contact:
Voice contact – Provides only the information shown in the Contact History Browser.
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Email contact – When you double-click, displays the History dialog box, which contains two
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tabs:
Tracking Number History tab, which provides a more detailed description of each contact
w
Customer History tab, which provides a detailed customer history
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n Chat contact – When you double-click, displays your Internet browser and displays a transcript
of the previous chat session.
Filtering Contact History Information
If the current customer has a large number of contacts in the Contact History Browser, you can use
the Contact History Filter to filter records before they are displayed. For example, if you click
Email in the Media Type filter and enter May 1, 2002 and May 31, 2002 in the Time filter, the
Contact History Browser displays only email contacts received from a customer in the month of
May.
You can filter and display records by:
n Media type
Date and time the contacts were received
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Last x contacts made by a customer (for example, the last five contacts)
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Viewing Customer and Contact Information
Issue 1.0 June 2002 53