Agent Interaction History
Agent Interaction History allows an Agent to view all the interactions he or she had previously worked on. Supervisors, on the other hand, can view interactions from Agents that are on their team. Interaction History has Click to Dial for voice calls and Click to E-mail for Chat and E-Mails, making it easier for Agents and Supervisors to follow up with customers. A link to the CRM record allows quick access to review what the agent or previous agents had logged into the CRM. Sorting and Search capabilities make it easy to locate a previous interaction. In the event an interaction was transferred to another Agent or Agents, you can see all related calls logs for the entire interaction. By clicking on or opening the Interaction, the Agent or Supervisor is able to see additional details about the Interaction such as Participant, Variables, Notes, Call Trace, and Forms utilized. The recording can also be played and downloaded (Cisco AQM/Calabrio and Elevēo).