Contacts Tutorials

Agent Desktop's Search and Preview Records section, formerly known as Contacts, stores information about a person's contact details, activity history, cases, call recordings, chat transcripts, and contains a powerful search tool.

For more information, see Search and Preview Records Overview as well as our Search tutorials.

Articles

• How to Create a New Contact
• How to Edit an Existing Contact

How to Create a New Contact

There are several ways to create a new contact (i.e., add a new record) in Agent Desktop. You can enter details for a new contact manually via the Contacts search results, or you can add a new record quickly from a number of contact summary pop-ups. The ways to create a new contact are described as follows.

Search Results

1. On the Contacts Search results list, click the Create button at the bottom of the screen.
   

   Filling in the contact Details form
2. The Contact Details form will open, and from there, you can enter all contact information.
   

   Filling in the contact Details form
3. Click Save.

"Add New" Option on Contact Pop-Up

1. On the Active Conversations List, click the Recent tab.
2. Hover your mouse cursor over the contact's name.
3. If no details have been saved for that contact, the contact summary pop-up will provide links labeled new contact and add to existing.
   

   Click "new contact"
4. Click new contact.
5. The Add New Record pop-up will appear with four basic fields to complete: name, phone extension (which may be pre-filled for you), email, and photo.
   

   Add New Record
6. Click Create to create a simple record quickly, or click Add and Edit to add more information to an existing contact.

Calendar

1. On your calendar, add a new event.
2. Click the + sign at the bottom of the pane where you edit event details. The + sign allows you to assign a contact to the event.
   

   Assign a contact to a calendar event
3. Click Enter manually (or directory).
   

   Assign a new contact by typing in the name
4. Enter the name of the new contact and select the checkbox for create contact.
   

   Type in the name of your contact
5. At the top of the pane, click Save. If you do not save the event details, your new contact will not be created.
   

   Save details

How to Edit an Existing Contact

After a contact has been added, it may be necessary to add to or change the listed information. Note: In order to edit a contact's information, the privilege must be enabled by your contact center administrator.

Editing an existing contact's information

To edit an existing contact's information, follow these steps:

1. Go to the Contacts section.
2. In the Contacts tab, find the contact that needs editing.
3. To view the contact's information, either double-click on the contact name or highlight it and click the Open button.
4. After opening the contact's information, click Edit to add to or remove information.
5. When you are finished editing the contact's information, click Save .
6. If you made edits to a contact's information but do not want to save them, click Cancel .

Contact Augmentation

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information through augmentation. Note the setting that allows augmentation must be configured by your administrator in order to work.

When augmenting a contact, choose which information to merge in Agent Desktop

To augment an existing contact's information, follow these steps:

1. Go to the Contacts section.
2. In the Contacts tab, find the contact that needs editing.
3. To view the contact's information, either double-click on the contact name or highlight it and click the Open button.
4. After opening the contact's information, click Augment and a directory will open.
5. Click the boxes next to the information you wish to merge into Agent Desktop; you may choose to import all contact information from another site (e.g., LinkedIn) or only specific fields (e.g., Name, Email, etc.).
6. After selecting the information, click OK .
7. If you do not wish to proceed with the augmentation, click Cancel .

Note: If you do not have an integrated external database and click Augment, a small pop-up window will display the message, "No data."

No integrated database message