##### USING Basic GENESYS Desktop Functions

# Handling Inbound Surveys

## Survey Overview

Genesys Desktop supports inbound survey messages from a contact in the Contact History tab. Typically, a contact fills out a survey on a web site and the results of the survey are stored in the contact history as an interaction. To view a survey interaction, find the survey in the contact history. First, find the contact.

Then view the survey interaction in the Contact history. You can view the contents by using the View Details tab.

You can print the interaction.

## Common Interaction Panes

The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.

- The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact.

- The Resources pane enables you to access the Standard Responses database, which contains prewritten responses that you can use during an interaction. You can customize a response to fit the current call.