Contextual information
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Overview
Each interaction displays contextual information on the right side of the screen, useful during or after the interaction.Each channel provides a dedicated Interactions List displaying all relevant exchanges and their details.
Contact tab
Contact tab shows contact data (name, email, phone). Click More to view or edit contact details in the Contacts Manager.
Interaction tab
Interaction tab displays data related to the current interaction, like agent who managed the conversation, creation date, browser type and so on.
Customer Journey tab
Customer Journey tab shows the entire history of interactions with the specific user (inserted in a specific lit).
You can filter the interactions by channel and by date.
The Customer Journey feature allows agents to view all interactions with a specific customer saved in a specific list.
By default, the system displays interactions from the current month and the previous three months (example: On June 11, results show from March 1 β June 30).
Accessible from:
Contacts Manager, or
Channel Interactions List β Journey tab (Info area)
Each interaction appears in a timeline, with channel-specific colored icons.
The interaction can be opened and edited (except phone calls) clicking on the relative icon - available for authorized agents
Clicking onΒ Show Details, agent can view metadata such as Created/Closed dates, Subject, Disposition (all levels if any) or call details (as start date, duration, caller, callee)