Using a Generic Channel interaction card

Last Updated : Jan 06, 2022 |
Prolog information
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  1. When you get a Generic Channel interaction card, click the Accept interaction icon to accept the interaction.
    ADDITIONAL INFORMATION:
    The system displays the Customer Details, Customer History, Customer Journey, Interaction Details, and Customer History Search widgets.
  2. To work on the interaction, you can use any of the following options from the navigation pane:
    • To view information about the customer
    • To view previous interactions with the customer
    • To access an external website configured for a Screenpop
    ADDITIONAL INFORMATION:
    The system displays only those screenpops contained in the data groups that are assigned to the agent in Avaya Control Manager. The system displays the screenpops differently depending on the different settings configured in Avaya Control Manager. If the administrator enabled the appropriate configuration in Avaya Control Manager, the screenpop feature does one of the following after the agent accept the interaction:
    • Opens a new browser window with the configured external website
    • Brings the screenpop widget in focus
    • Displays the screenpop widget and opens any external screenpops that are configured
  3. Click the More icon.
    ADDITIONAL INFORMATION:
    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.
  4. Click the Work Codes menu, and click a work code.
    ADDITIONAL INFORMATION:
    The system displays only those work codes contained in the data groups that are assigned to the agent in Avaya Control Manager.
  5. Click the Disposition Codes menu, and click a disposition code.
    ADDITIONAL INFORMATION:
    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.
  6. To view information about the interaction, click the More icon, and then Interaction Details menu.
  7. Click the Close icon to close the digital contact.