Explain Layout of Interaction Centre?

Answer

• In order to communicate with the end customers, Interaction center is well integrated with different communication channels.
• Also IC Agents needs access to different applications and business transactions while in communication with the end customers.
• Thus IC Agents are also provided with access to different applications and CRM business transactions.

Following are the components of the Interaction Centre to which an IC Agent is having access for communication with the end customers:

• Scratch pad
  • Agents can use it to write down notes.
  • At any time these notes can be included to the business document.
• Account information
  • For the current interaction this area shows the most relevant information.
  • For example, customer name and address.
    • Alerts
      • These are the alerts generated by modeler for the logged in Agent.
      • for example, suggestions or reminders
    • Communication Information
      • Information from the communication management software, like automatic number identification, queue status, talks time and agent status is displayed in this area.
    • Tool bar
      • These push buttons are to support the telephony functions
    • Navigation bar
      • IC Agents can access the business transactions and applications using the links they have in the navigation bar
      • This IC Agents all the required data for the communication with the end customers.
    • Work Area
      • IC agents can also access the business transaction data or the application data
      • This area is used for this purpose
      • IC agents can start call list and interactive scripts in this area
      • Also it is possible to search for transactions in the customer's interaction history