##### USING Basic GENESYS DESKTOP Functions

# Common Interaction Panes

The right pane contains two or more sub-panes, including Customer Records and Resources. Toggle between these sub-panes by clicking the appropriate button.

Note: Not all interaction sub-panes will contain all of these functions.

## Customer Records Pane

Control | Function
Customer Records | Enables you to access contact information, the Contact History, and collaboration target information.
Contact tab | Displays the contact's address(es) and phone number(s). For details, see Using Contact History Overview.
New Contact | See Adding Contacts. This button is available only for new outbound e-mail or voice interactions if no contact is selected.
Set Contact | Enables you to access the contact Directory tab and Find tab, in order to set the contact for the current interaction or any child interactions, such as a reply or a transfer. This button is available for chat interactions if no contact was automatically attached, and for new phone calls and new outbound e-mail.
Edit | Enables you to edit the selected contact attribute. See Editing Contacts.
Delete | Enables you to delete the selected contact attribute. See Editing Contacts.
Make Call | Enables you to open a voice interaction using the default phone number for the contact.
New Email | Enables you to open an e-mail interaction using the default e-mail address for the contact.
Mark Default | Enables you to set the selected contact e-mail or phone number as the default e-mail or phone number for a contact with multiple e-mail addresses and/or phone numbers. See Editing Contacts.
Merge Contact | Displays the Merge Contact dialog box. See Merging Contact History.
Change Contact | Enables you to access the contact Directory tab and Find tab, in order to change the contact for the current interaction or any child interactions, such as a reply or a transfer.
History tab | Displays a record of all interactions between this contact and your company, including the contact's responses (if any) to an optional post-chat survey. Clicking any of the listed messages opens a transcript of the interaction. The Transcript pane contains four tabs: View Details, Auto Suggest Responses, Notepad, and Attached Data. This is also called the Contact History. When you are done viewing an interaction transcript, click Hide Transcript to return to the previous view.
Previous | Displays the previous page of this contact's history.
Next | Displays the next page of this contact's history.
Hide Transcript | Temporarily removes the details of the selected contact's history from the screen.
View Details tab | Displays the details of an interaction that you select in the Contact History. For example, e-mail details might include the sender's name, cc recipient, subject, contact name, and workflow status.
Auto Suggest tab | Auto Suggest tab lists pre-written responses, extracted from the Standard Responses database, that you can use to reply to an incoming e-mail. The responses are selected automatically based on categories and sorted according to their relevance to the content of the incoming interaction. You can select an auto-suggest response and insert it into your reply. You can modify the text of the reply as necessary.
Attached Data tab | Attached Data tab provides information about an interaction—for example, an account number or type of service. This tab is available for all interactions except campaigns.
Custom Data tab | Contains additional information that is related to the interaction. You can modify, but not add or delete, custom data.
Callback tab | Enables you to manage callback requests.
Reschedule | Enables you to reschedule a call by entering a new hour or date, or to call back at the same time the following day.
Collaboration tab | Invites another agent to help you respond to the contact, to ensure that the response is as accurate as possible. See Collaborative E-Mail Procedures Overview.
Refresh | Refreshes the display of the current status of the agents you have invited. See Following Up After Sending an Invitation.
New invitation | Enables you to invite an agent to help answer a customer's question. See Inviting an Agent for E-mail Collaboration.
Send | Sends your collaboration request.
Delete | Deletes your collaboration request.
Merge Detail tab | Enables you to manage contact and interaction merging. See Merging Contact History.
Undo Merge | Enables you to undo the last merge that was performed. This action will restore the contacts to the state prior to the merge, completely removing the contact information of the subordinate contact from the contact information of the main contact.

## Resources Pane

Control | Function
Resources | Accesses the Standard Responses database, which contains pre-written responses that you can use during an interaction. You can customize the response to fit the current call.
Responses tab | Enables you to use standard responses.
Find | Enables you to find contact responses that correspond to specified search criteria.
Add Favorite | Enables you to add the selected response to your favorites list.
Select Category | Enables you to select the category of the response for the current outbound e-mail. The category is added to the Auto Suggest tab.
Insert | Inserts the text of the selected response into the body of the current e-mail or chat field.
Remove | Removes the selected response from your list of favorites. This button is available only if a response is selected in your favorites list.

## Co-Browser Pane

Control | Function
Co-Browser | On voice or chat interaction forms, click to display the Co-Browser tab. See Handling Co-Browser Sessions.
Connect | Enter the Customer Session ID, and then click Connect to establish the Co-Browser session.
Close Session | Click to end the Co-Browser session.