Document number: 11372

 

Interaction Client Table of Contents Help (by topic) and Context Help (for a particular button, window or field) are available to you when you need online help.

Interaction Client Help

Context Help

Troubleshooting Tips

 

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Interaction Client Help

Interaction Client Help lets you access help subjects by topic. To use it:

1. Click on the Telephone icon in the upper-left corner.
   
   
2. Select Help. The CIC Interaction Client Help window appears.
   
   
3. Select the Exit Interaction Client bookmark either by double-clicking the topic or by selecting the plus sign (+) to the left of the bookmark.
   
   
4. Select the Exit Interaction Client topic to display the information.

Note:  Use the search tab within Interaction Client Help to find a particular topic.

 

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Context Help

Use context help to find information about a specific button, window or field.  To enable Context Help:

1. Click on the Question Mark (?) icon in the upper-right corner.  A pointer with a ? appears.
   
   
2. Place the pointer over the Make Call button and click on it.  A pop-up window appears that discusses the Make Call button.

 

 

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Troubleshooting Tips

• The best piece of information: Call ID and Date

  With the Call ID we can track almost any problem through the logs. If we can get this data we can see nearly everything that happened to the call. Call ID is on the left-hand side of the My Interactions window on the analyst's client screen. Our logs are organized by day (Monday, Tuesday, etc.) so we also need to know what day an event occurred.

• The second best piece of information: Call Time

  With an accurate Call Time we can also do a fairly effective job of reviewing the logs. The more accurate the time the easier it is for us to narrow things down, although a general time can sometimes work.

• Describing Your Scenario

  In all situations we need a scenario of what happened and any particulars:

• A basic scenario of what happened to a call is a big help to us. We have about 12 separate logs that we can use to troubleshoot, so an accurate scenario of what happened helps us know where to start. In addition, any particulars about the call, such as Case ID, Site ID, Caller's Language, analyst receiving call, and so on, are important.
  
  
• If an analyst is not getting calls, it is possible that his or her skills were accidentally removed or changed. Please look at the analyst's Workgroup and Skills through the I3 Administrator to make sure the information there is accurate.
  
  
• Who to Call

  For support on critical issues, you can contact your local PeopleSoft Technical Support Operations or open a NorthStar ticket via the web.
  

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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2001 All rights reserved.
Created: amq 11/05/2001
Revised: amq 03/20/2003
Reviewed: 8/10/04