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Social Media Technical Reference
Social Media Supported PureConnect Applications
The following PureConnect applications support social media 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 |
Note: Social media interactions are not routed through Interaction Director.