Requirements:
To create and manage personal responses or to search for and use personal
and system-wide responses, you need the Response Management
Security right. To use all or selected libraries of the system-wide responses,
you need the appropriate Response
Management View Access Control Right. To use an interaction
attribute in a Response Macro, you need the Substitute
Queue Columns Access Control Right.
In systems that were upgraded from previous releases, you can also see
an older system-wide response library named "Interactions" in
Interaction Client. Using responses from this older library requires specific
Access Control Rights; see View Interaction
Files, View Interaction
Messages, and View Interaction URLs.
Response Management enables you to use pre-defined items such as messages and stored files to handle interactions more quickly. Your CIC administrator can create system-wide response items and organize them into categories. Your CIC administrator can then grant the necessary rights for all or selected users to use a particular library of response items. You can also create your own personal responses for information you type over and over again in interactions with customers or for files you often send to customers.
You can:
View, select, and use a stored response during a chat session or in a reply to an ACD-routed email message. For more information, see Using Response Management.
Create your own stored responses for the information that you need most often. For more information, see Create Personal Responses.
The organization of responses has three levels:
Library: A library (also called a server document) is the top-level collection of related response items. A library contains individual response items (such as a standard greeting or statement of your typical business hours) which can be organized into categories. There are two types of response libraries:
Note: Your CIC administrator configures these system-wide response libraries in the Response Management container in Interaction Administrator. For more information, see the Interaction Administrator Help.
Category: A category is a folder in a response library. Categories are a way to organize individual response items in a library. Categories are optional.
Note: A stored text message can contain a working URL hyperlink.
Files: File items are computer files that you can attach to an email message or send to external chat participants.
Related Topics