Social Media Supported PureConnect Applications

Application

Description

For more information

Interaction Connect

In the Current Interaction view in Interaction Connect, agents can receive and respond to social media interactions. Agents can pick up, hold, and disconnect social media interactions.

Interaction Connect also provides agents with access to their quality management scorecards and interaction recordings for social media interactions.

Interaction Connect is also where administrators configure social media channels.

Interaction Connect help

Interaction Tracker

Administrators and supervisors can search for social media interactions and view the details in the Interaction Details view in Interaction Tracker..

Interaction Desktop help

Interaction Recorder

Supervisors can search for and play back recordings for social media interactions. For example, when creating a search in Interaction Recorder Client in IC Business Manager, a supervisor can add a search attribute to find recordings for Twitter by searching for Media Specific > Social > Platform and selecting Twitter.

Interaction Recorder help

Interaction Recorder Policy Editor

Supervisors can create initiation, retention, and security policies for recording social media conversations.

Interaction Recorder Policy Editor help

Interaction Designer

Interaction Designer includes a new social conversation exit path for the Query Media Type toolstep for determining interaction types. There is a new initiator for transferring social media interactions

Interaction Designer help

Interaction Supervisor in IC Business Manager

Statistics for the longest social conversation and active social conversations are available. The social conversation media type is available in the search criteria in the Interaction Details view. The Interaction Details dialog includes a media type indicator for social conversations.

Interaction Supervisor help