TroubleshootingAs outlined in [[agent-guide/GeneralInformationAboutContacts|General Information About Contacts]], Agent Desktop recognizes and stores information from all types of interactions. Over time, caller data can turn into running lists of multiple interactions and topics. This data is accessible through the ''Contacts'' center and is very useful to have.Utilizing the information from ''Contacts'', you may:* Search [[agent-guide/Activities|''Activities'']] and track a contact’s entire case history, even when working on multiple tickets or emails.* Gather and cross-reference data from different [[agent-guide/Cases|''Cases'']].* Correct and add customer [[agent-guide/Details|''Details'']] while on active calls.* Use the information for [[agent-guide/HowtoWrapUpAfter-callWork|''After Call Work (ACW)'']].* Resume interrupted interactions (i.e., disconnected calls).It is important to note the information in ''Selected Conversation's Documents'' is similar to what is in ''Contacts'', however, ''Active Call Information'' is not available in ''Contacts'' until the interaction is finished.Agent Christy Borden accepts a call from Jeanne at 1234 Warehousing, Inc. After some discussion, she learns Jeanne's coworker, Alex Green, had previously contacted her organization for help.[[File:Contacts-Using-Conversations-1-50.png|thumb|800px|center|Christy processes a call from Jeanne]]Using the ''Search'' section in the Contact Center, Christy is able to look up the related information - ''Activities'' and ''Cases'' - under Alex's name.[[File:Contacts-Using-Conversations-2-50.PNG|thumb|800px|center|Christy finds related records under Alex's contact info]]After accessing these interactions, Christy now knows the full history of the problem without needing Jeanne to explain everything again. Additionally, Christy is able to correct some of Jeanne's contact ''Details'', which will allow for better interactions in the future.[[File:Contacts-Using-Conversations-3-50.PNG|thumb|800px|center|Christy updates Jeanne's contact information for future reference]]If a call ends prematurely, using the information stored in ''Contacts'', you may easily pick back up where the interaction left off. To do this, follow these steps:# If not immediately known, search for the disrupted caller's name in the ''Recent'' area in the ''Active Call List (ACL)''.# Click on the ''Contacts'' icon [[File:AD-Contacts-50.png|26px]] in the main menu.# Find the caller's information using the ''Search Term'' area or by manual selection.# Double click on the caller's entry and you will see all known contact information in the ''Details'' tab.# From here, hover your cursor over the phone number and the '''Make a call''' icon will appear.# Click the icon and you will be reconnected with the caller.[[File:Contacts-Make-A-Call-50.PNG|225px|thumbnail|center|The '''Make a call''' icon]]If other information is stored in ''Details'', you may also reach back out via the customer's preferred method.