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• 5.2

General Information About Contacts

One of Agent Desktop's many useful features is the Contacts section. From Contacts, you may quickly reference a wide variety of stored information. The Contacts section stores information about:

  • A person's contact details
  • Activity history
  • Cases
  • Call recordings
  • Chat transcripts


All information is searchable, enabling you to look up records and contact information, even while handling an active conversation.


Agent Desktop Contacts section overview


How to Access Contacts

The Contacts section of Agent Desktop is accessed by clicking the Contacts icon AD-Contacts-50.png in the main menu.


Upon opening Contacts, you will first see the Search page, which allows you to search all stored contacts in your contact center. From there, you can do the following: