Contact Details

To open the Contact Details view, click the row number in the Contact View.

The window displays event details of the contact. If the contact has been forwarded, for example, from an IVR (custom IVR or opt-in IVR) to the contact center application or the other way around, the previous contact’s details are shown in red.

Contact event information is intended for advanced use only.

Scripting

If the contact includes scripting, the questions and answers connected to the contact are listed under the title Scripting. You can also view the script by clicking the View button.

Manager Tool

Contacts may appear in Online Monitoring though they have been actually disconnected. To end a contact in Online Monitoring as well, choose the contact and click End Contact in Monitoring.