Viewing Contact Details

E-Mail (Action Item)

E-Mail Response Management System (ERMS) responses or business process push items such as tickets. They alert on the CDT user interface and on the CRM WebClient user interface but are handled only in CRM WebClient. You cannot view or reply to these items in CDT.

E-Mail (TMI Task)

Tasks alert and are handled on the E-Mail tab page in CDT.

E-Mail (ECF Task)

Embedded Communications Framework (ECF) tasks alert and are handled with widgets in an external host application. You cannot view or reply to these tasks in CDT.

Info

• Source

  The number or address from which the contact came

  If the number is recognized, the name is also displayed.

• Destination

  If the number is recognized, the name is also displayed.

• Agent

  The name of the person who has handled the contact

• Queue Name

  The queue where the contact has arrived

• Arrival Time (number 1 in the figure below)

  The time when the contact has entered the system

• Answer Time (number 2 in the figure below)

  The time when the contact was answered

• Duration

  The time the contact interaction lasted

• Status

  Indicates whether the contact is handled or open

• Customer

  The name of the customer (first name and/or last name or an e-mail address)

  Only in chats

• Subject

  The topic of the contact

  Only in chats and e-mails

• ID

  The unique e-mail message number

  Only in e-mails

• Attachments

  The number of attachments the e-mail contains

  Only in e-mails

• Scripting

  If script is used, the name of the script

• Updated (number 3 in the figure below)

  The time when the chat or e-mail was last changed

  Only in chats and e-mails

• Recording

  Shows the name of the server-side recording file

• Link to Local File

  A link that opens the local media player and plays the server-side recording in stereo

  Note:

  To have the link to the recording in the Info view, you must first click the Listen button on the History page.

  Added in 1608.

You can move the number or address of a contact to the search criterion field by clicking the link in the Source or Destination field.

You can copy any item by double-clicking it. Exception: to copy the text of a source or destination link, double-click the Source or Destination title.

You can also copy the whole tab page to clipboard by holding down the Ctrl key and double-clicking anywhere on the page. Added in SP09.

E-Mail

Displays the actual e-mail discussion.

You can open an e-mail for editing (reply to it or forwarded it) or for viewing.

You can also copy the whole tab page to clipboard by holding down the Ctrl key and double-clicking anywhere on the page. Added in SP09.

As of the version SP09, the E-Mail tab page also contains the Updated field available also on the Info tab page.

Chat

Displays the actual chat discussion.

You can copy the whole tab page to clipboard by holding down the Ctrl key and double-clicking anywhere on the page. Added in SP09.

Script

Displays the questions and answers. They are for viewing only; you cannot change the answers.

N/A

Rec. Listening Log

If the logging has been enabled, you can view who have listened to the recording, click the Rec. Listening Log tab.

The page displays:

• The names of the persons who have listened to the recording.

• The time when the recording has been listened to.

• The reason why the recording has been listened to.

You can listen to the recording.