GAD - Agent history

[New...]

In GAD, is it possible for the agents to view the history of email interactions that they have handled (like, Inbox and Sent items)?

[cavagnaro]

Yes, just search for a contact and you will see the history of that contact.

[New...]

We need to find based on agent and not based on contact.... The agents want to know the details of the email interactions that they have handled.....

[Timur Karimov]

[quote author=New... link=topic=5531.msg24203#msg24203 date=1273604772]
We need to find based on agent and not based on contact.... The agents want to know the details of the email interactions that they have handled.....
[/quote]
you can achive this by adding custom atributes with search capabilities . you can found the detail describe for this in GAD Deployment Guide.

WBR

[René]

Just a note - Search feature is supported starting release 8.0 of UCS.

R.

[Boy]

Timur,
What did you mean  ‘add custom attributes’. I know it is possible to add attributes to Contact (not an interaction) and later it is possible search by this attribute in ‘Contacts’ tab. Did you mean anything else?
boy

[Timur Karimov]

[quote author=Boy link=topic=5531.msg24373#msg24373 date=1274867510]
Timur,
What did you mean  ‘add custom attributes’. I know it is possible to add attributes to Contact (not an interaction) and later it is possible search by this attribute in ‘Contacts’ tab. Did you mean anything else?
boy
[/quote]

Hi there!
Yes, i mean exactly it function. you can use attribute like the standard "last routed agent" for create frow send strategy key pair with "agent who reply" data. then , if you need  - seek by this attribute and you found all contact and their message. it's not exactly what you want-  but it does not requered any hard customization of GAD.


WBR.