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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.

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.

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.

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.

Related Topics

Contact Resolution

Play Back a Recorded Interaction

Working with Interaction Tracker Filtered Directories