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NN44400-114 Contact Center Agent Desktop 2 December 2010 69
E-mail
Procedure steps
Step Action
1 On the Agent Desktop, click Reject.
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Verifying customer information
Verify customer information by viewing the left side of the Customer Details
window, which shows customer details, the history of recent customer
interactions, and other information.
If you accept a contact, or choose to read a contact, a maximum of 15 contacts
appear before your selection and a maximum of 15 contacts appear after your
selection on the History tab. Use the navigation arrow buttons to scroll through
the contacts that appear in the customer history. A page shows a maximum of
31 contacts. The status bar indicates the contacts you are viewing and the total
number of contacts in the history list.
You can use the Customer History panel on the left pane of the Agent Desktop
window to view details of previous interactions with the customer, including
automatic responses sent and the content of previous e-mail messages.
Procedure steps
Step Action
1 On the Agent Desktop, click the Details tab to verify customer contact
information.
2 Click the History tab to view the various actions in the customer history,
including all Multimedia types.
3 Click the CI Details tab to view Customer Interface Web site details.
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Replying to an e-mail message
Reply to an e-mail message when a customer sends an e-mail to the Contact
Center requesting a response. Create a response to a customer in the same
format as the original request.