Contents

Response Management

Response Management is a library of pre-defined responses, such as messages, URLs, and files. The CIC administrator creates and organizes pre-defined responses, and makes them available by granting access control rights to CIC client users. The user can use a stored response during a chat session, in a reply to an ACD-routed email message, or when responding to a callback request. These responses are available to users under administrator-defined folders in the Response Management window in Interaction Desktop and the Response Management view in Interaction Connect.

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.

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 two types of response items:

Messages: Message items are stored text messages which can contain greetings, closings, and standard responses to common questions. A text message can also 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.

How recipients receive responses

When an agent inserts a response file into an email, it appears as an attachment.

When an agent inserts a response file into a chat, it appears as a file that the recipients can download.

To view response management items:

Click the Response Management sub-container under the People container.
Click the item you want to view in the master view to display the details of the selected schedule in the details view.