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Interaction Properties Dialog Box

Use the Interaction Properties dialog box to add notes to an interaction or view the interaction log. You can also use the Interaction Properties dialog box to assign account codes and Wrap-Up codes to interactions. For more information, see Working with Account and Wrap-Up Codes.

Toolbar

Use the Interaction Dialog box toolbar to manage any selected and connected interaction.

To add or remove buttons from the Toolbar, right-click in the toolbar area and select Customize. In the Customize Toolbar dialog box, use the Add and Remove controls to select toolbar buttons.

Tip: You can automatically display the Interaction Properties dialog box every time you receive a call. For more information, see Calls Configuration. You can also use the Interaction Information view to add notes or assign Account codes and Wrap-Up codes to an interaction.

Access from User Queue

You can access the Interaction Properties dialog box during or just after an interaction; that is before it is removed from My Interactions or other user queue. You can add notes or view the log for the interaction. If you make notes on an interaction in another user’s queue, only that other user can view the notes. Also, if your company uses these codes and you have permission to use these features, you can assign Account Codes or Wrap-Up Codes. For more information, see Working with Account and Wrap-Up Codes.

To access the Interaction Properties dialog box from a queue:

While the interaction is ongoing or still appears in My Interactions or other user queue, do one of the following:

Right-click the interaction and select Properties.
Select the interaction and click the Properties button on the Queue Control toolbar.

Result: The Interaction Properties dialog box appears.

Access from Call History

When you access the Interaction Properties dialog box from Call History, you can view Notes taken during the interaction or select the Log tab to view interaction connection information. You cannot make additional notes or assign Account or Wrap-Up codes to an interaction that is no longer in My Interactions or other user queue.

To access the Interaction Properties dialog box from Call History:

Right-click an interaction and select Properties.