Using a Social interaction card

Last Updated : May 31, 2022 |

About this task

On Social interaction cards, agents can see messages that customers send to a designated social media address.

Procedure

  1. When you get a Social interaction card, click the Accept interaction icon to accept the interaction.

    The system displays the Social, Customer History Search, and Suggested Content widgets. The Social widget contains messages from the customer.

    The header of the Social panel displays the source of the message and whether the message is public or private.

  2. In the Type a message field, type your message and click the Send icon or press the Enter key.

    The Social widget displays the message that you sent.

  3. Optional To use a phrase from the Suggested Content widget, click the phrase.

    The system sends the suggested phrase to the customer.

  4. Optional To use a URL from the Suggested Content widget, click the URLs tab, and click the URL to send in the message.
  5. Optional To modify a suggested phrase, do the following:
    1. Click the Edit icon next to a suggested phrase.

      The system displays the phrase in the Type a message field.

    2. Edit the phrase and click the Send icon or press the Enter key.
  6. Optional To view Customer Journey of the customer, use any of the following options from the navigation pane:

    • Customer Information: To view information about the customer.

    • Customer History Search: To view previous interactions with the customer.

    • Screenpop: To access an external website configured for a Screenpop.

      The system displays only those screenpops contained in the data groups that are assigned to the agent in Avaya Control Manager. The system displays screenpops differently depending on different settings configured in Avaya Control Manager. If the administrator has enabled the appropriate configuration in Avaya Control Manager, after accepting the interaction, the screenpop feature does one of the following:

      • opens a new browser window with the configured external website

      • brings the screenpop widget in focus

      • displays the screenpop widget and then opens any external screenpops that are configured

  7. Click the More icon.

    The system displays the Work Codes and Disposition Codes menu and the Interaction details. The work codes are used to report the type of work done during the interaction. The Disposition Codes are used to report the outcome of the interaction.

  8. Click the Work Codes menu, and click a work code.

    The system displays only those work codes contained in the data groups that are assigned to the agent in Avaya Control Manager.

  9. Click the Disposition Codes menu, and click a disposition code.

    You can set a disposition code for every interaction while the interaction is active or immediately after the interaction ends during After Call Work time.

    Note:

    Disposition code set during ACW is not stored in Customer Journey.

    Supervisors can set disposition codes on observe, coaching, or barge legs of interactions only when they are active on the interaction.

    The system displays only those disposition codes contained in the data groups that are assigned to the agent in Avaya Control Manager. Based on the configuration set by your administrator, you might have to set a disposition code before ending an interaction.

  10. Optional To view information about the interaction, click the More icon, and then Interaction Details menu.
  11. Click the Close icon to close the digital contact.