The Attached data module shows everything that is known about a conversation: who is taking part, what it is intended for and what information the flow or other systems have collected. You see the same table in the notification window and in the classification window.
Which conversation the module shows
- When a conversation rings, the module shows its data.
- If you are handling emails or chats, it shows the data of the one you have currently selected.
- If you switch to another call via Calls, it shows that call’s data.
- After a conversation has ended, its data stays until a new one rings — so you still have it in front of you during wrap-up.
What the table contains
First come fixed rows, then the other data of the conversation:
| Row | Content |
|---|---|
| Channel | For example Call, Email or Chat. |
| Skill, Language | What the conversation is intended for. |
| Caller, Sender or Recipient | The other party: Caller for inbound calls, Sender for emails, faxes and chats, Recipient for calls and emails that you start yourself and for callbacks. |
| Number or Email | Phone number or address of the other party. |
| Transferred | The colleague the conversation came from, if it was transferred. |
| Ticket | The number of the ticket the conversation belongs to. |
| Other rows | What the flow has determined, for example a customer number or the caller’s input in the voice menu, and data from other systems. |
The Agent looks up the name of the other party in the address books — that of the phone system, the local Outlook and your private entries — based on the phone number or the email address. If several entries match, it joins the names with “or”. If it finds none, the number or the address is shown there.
Working with the values
- A click on a value copies it to the clipboard.
- Values shown in blue respond to a double-click:
| Value begins with | Double-click |
|---|---|
| “http://” or “https://” | Opens the page in the Browser module. |
| “mailto:” | Creates a new email — with the skill and language of the conversation. |
| “tel:” | Dials the number with the skill and language of the conversation. |
| “app:” | Starts a program on your computer. If that fails, the Agent reports Error starting application. |
Your administrator sets up such values in the flow, for example a link to the customer record in your CRM.
Adding your own information
If your profile allows Change attached data, a bar with plus and minus signs appears below the table. You use it to add your own rows and remove them again — for example as a note on the conversation. You can also change values that the flow explicitly releases for editing.
The Agent transfers your entries when the conversation ends or is passed on. How to record notes is described in Recording notes.