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Working with Response Management

Requirements: To create and manage personal responses or to search for and use personal and system-wide responses, you need the Response Management Security right. To use all or selected libraries of the system-wide responses, you need the appropriate Response Management View Access Control Right. To use an interaction attribute in a Response Macro, you need the Substitute Queue Columns Access Control Right.

In systems that were upgraded from previous releases, you can also see an older system-wide response library named "Interactions" in the CIC client. Using responses from this older library requires specific Access Control Rights; see View Interaction Files, View Interaction Messages, and View Interaction URLs.

Response Management enables you to use pre-defined items such as messages and stored files to handle interactions more quickly. Your CIC administrator can create system-wide response items and organize them into categories. Your CIC administrator can then grant the necessary rights for all or selected users to use a particular library of response items. You can also create your own personal responses for information you type over and over again in interactions with customers or for files you often send to customers.

You can:

  • View, select, and use a stored response during a chat session, in a reply to an ACD-routed email message, or when responding to a callback request. For more information, see Using Response Management.

  • Create your own stored responses for the information that you need most often. For more information, see Create Personal Responses

Response Organization

The organization of responses has three levels:

  • Library: A library (also called a server document) is the top-level collection of related response items. A library contains individual response items (such as a standard greeting or statement of your typical business hours) which can be organized into categories. There are two types of response libraries:

    • System-wide: The CIC administrator can create response libraries that are available to CIC client users with the appropriate Response Management View Access Control Right. For example, your CIC administrator could create a system-wide response library for your company's Help Desk representatives and a general-purpose response library for all users. If you have the appropriate rights, these libraries appear in the Response Management View.

Note: Your CIC administrator configures these system-wide response libraries in the Response Management container in Interaction Administrator. For more information, see the Interaction Administrator Help.

    • Personal: You can also create a library of your own responses for the information that you use most often in your job. These responses appear under the My Responses folder in the My Responses window. For more information, see Create Personal Responses.

  • Category: A category is a folder in a response library. Categories are a way to organize individual response items in a library. Categories are optional.

  • Item: An item is a single response. There are these types of response items:
    • Messages: Message items are stored text messages which can contain greetings, closings, and standard responses to common questions.

Note: A stored text message can contain a working URL hyperlink.

    • Files: File items are computer files that you can attach to an email message or send to external chat participants.

    • URLs: URL items are clickable hyperlinks to web pages.

Related Topics

Create Personal Responses

Organize Personal Responses

Response Management View

Using Response Management