ACTIVE_Interaction History

Interaction History

Finesse Gadget on Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

The call/interaction history gadget of the Customer interaction Manager (CIM) shows all interactions of the live customer (or active agent) within a finesse gadget. Every interaction is stored as an activity in the Interaction History database and linked to a customer contact and the agent(s) involved in the interaction. It stores interactions metadata, links to recorded conversations such as voice recordings and/or chat or email interaction information.

Interactions tie together all activities for a particular customer call. These include:

  • IVR menus that the customer selects
  • Notes entered by the agent at the end of/during the interaction.
  • Website URLs that the customer has previously visited (if integrated with an appropriate CMS plugin and online marketing tool)
  • Chat metadata (of Expertflow chat).
  • Survey responses of Expertflow Surveys
  • Chat/Email/ SMS transcript
  • Agent Interaction Data - AgentID, Queue, Call Duration, Recording Link, Call Disposition
  • Outbound Campaign Response
  • Link to the form filled by the agent (Expertflow Agent Guidance Scripts)

The Interaction history module of CIM is premise-based and can be syncronized with Cisco Context Services or your CRM to have an update of the customer and interaction records

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Multi-channel outbound campaign manager, directly from a CRM
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions