Cross-media consult in Agent Workspace

During a chat or an email (coming soon), the agent can make an outbound call to the contact — to get some additional information from them — or another agent — to get some support.

To initiate the outbound call, they can click a valid phone number (in E.164 standard format) in the related contact currently open in Customer 360.

During a chat the agent can alternatively click a valid phone number (in E.164 standard format) in one of the messages in the chat itself.

The original chat or email (coming soon) and the outbound call will appear together in the conversation log, indicating that they are linked.

Conversation ID

The chat or email (coming soon) and original call will be linked after they end as they will have the same conversation ID.

A conversation ID is a unique identifier assigned to a conversation which is a collection of related interactions between one or more agents and contacts. Interactions in a conversation are likely to be related to the same ‘topic’.

The conversation ID can be used in Historical Analytics to find related interactions in Historical Analytics and Real-time Analytics — it is sometimes referred to as the Conversation Guid.

The chat or email (coming soon) and call will need to be ended independently.

For more information, see Making an outbound call while working on a chat or email (cross-media consult)