User Guide

14 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide
Cisco® Interaction Manager™ helps businesses set up multichannel customer interaction hubs to provide
consistent high-quality service across all interaction channels such as email, chat, web self-service and phone.
The Agent Console is a service console and is designed specifically for use by customer service agents to handle
service interactions and tasks. As an agent, this console is the only work area that you are likely to need; it
provides you with all the tools and information that you need to complete activities. In this console, you can:
 View customer records and interaction history
 Manage cases
 Manage activities such as tasks, emails, chats, and phone calls
 Use and contribute to the knowledge base
 Run reports on your performance
This chapter introduces the Agent Console and the basics of working in it. This includes:
 Logging in to the system
 Getting to know the user interface
 Setting some options as a first step towards working with activities
 Managing your availability to make sure that activities are routed to you in a way that maximizes your
efficiency.
Common aspects of working with activities are discussed in “Activities” on page 54. Details about working with
specific types of activities such as email, chat and tasks are discussed in the chapter dedicated to that activity
type. See “Tasks” on page 71, “Emails” on page 76, and “Chats” on page 85.
Terms and Concepts
 Activity: A unit of work. It may be a task, created to track an internal work item, an interaction between a
customer and an agent, or an interaction between a supervisor and an agent.
 Case: Used to group activities related to the same issue. Activities are tied to a case using a single
identification number, the Case ID. A case can contain activities of various channels such as email, chat,
phone, and tasks.
 Chat: A real time interaction between an agent and a customer where the participants exchange text
messages. As part of a chat, agents can also share web pages with customers.
A chat activity is created for each chat session between a customer and an agent.
 Customer: A business object in the application that corresponds to a person who contacts the organization
to purchase products and services, request support or information, or lodge complaints. There are three types
of customers - Group, Corporate, and Individual.
In the Agent Console, there is a pre-defined Customer section in the Information pane that displays the
customer’s name, email address, phone number, preferred agent, etc.
 Email: An electronic communication. There are two types of emails in the application.
 Inbound emails: Emails received by the company from customers.
 Outbound emails: Emails sent by agents or the system on behalf of the company to customers.