External Contacts

External contacts are registered to allow for easy lookup of contact history in both the web client and Supervisor Client. The system can also be configured to automatically register all interactions as an external contact.

In the web client, Agents can use this feature to quickly access notes and view previous interactions with employees. When a contact is recognised through a routed interaction, the last 10 contact moments are displayed. By clicking on the contact history line, all interaction details are shown in the Directory Zone for direct consultation.

In the Supervisor Application, new external contacts can be registered with one or more identifying pieces of information. Once selected, the details of the external contact will appear on the right side, and their interactions will be listed under the second tab.