Contents

Working with Interaction Tracker

Requirements: Some Interaction Tracker functions are available only if you have the appropriate licenses and security rights. For more information, see Tracker Licensing and Rights.

Interaction Tracker maintains a history of interactions between CIC client users and outside contacts. It tracks various types of interactions (phone, fax, email, web chat).

Use Interaction Tracker to:

View an interaction history related to your currently selected interaction.

For example, the Interactions tab of the Related Items view can include past interactions with the current caller, or with anyone in the caller’s organization or with anyone at the same location. Or you can use the Conversation History tab to display of list of e-mails related to the current email interactions.

View the details of any interaction listed in the Related Items view.
Display a directory of selected Interaction Tracker contacts.
Use an Interaction Tracker Filtered Directory to start new interactions with Tracker contacts.

For example, you can double-click a Tracker contact’s phone number to call the person, or click the appropriate Send Email button on the Directory toolbar to send an email message.

Match your current interaction to a contact in the Interaction Tracker database if the match does not occur automatically or if more than one possible match is found.
Add a new contact, organization, or location to the Interaction Tracker database.
Play Back a recorded interaction.

Tracker Licensing and Rights

The following licenses, Access Control Rights, and Security Rights are required for Interaction Tracker features.

Note: Contact your CIC administrator if you need a Tracker license or additional rights.

Your company must have a Tracker Feature license in order to create and maintain the Tracker database of interaction histories, contacts, organizations, and locations.
You need a Tracker Access license to:
- Display and use any Interaction Tracker Filtered directory.
- Find a Tracker contact or Find a Tracker organization.
- Display the Related Items view.
You need a Tracker Access license to view survey score information for an interaction in the Related Items View.
You need a Tracker Access license and the appropriate Tracker Policy Security rights to add, modify, and delete Tracker contacts, organizations, or locations.
The Related Interactions Page Security right and Customize Client Security right control whether you can display the Related Items View.
The View History Users Access Control right determines whose interactions appear in the Related Items view. The CIC administrator can grant you rights to the interactions belonging to all or selected users.
The Tracker Policy Security rights control which Tracker functions are available to CIC client users.

Tip: The Tracker Administrator Security right gives you all of the Tracker Policy rights.

Recording License and Rights

To play back a recorded interaction, you need the Recorder Client Access license. You also need to be assigned an Interaction Recorder Policy with the rights to play recordings and retrieve recordings.