CSM Interaction record page

  • Release version: Washingtondc
  • Updated March 14, 2024
  • 1 minute to read

    • The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, and SMS messages.

    The CSM Interaction record page provides the basic structure for an interaction record, including interaction information and related search results.

    Figure 1. CSM Interaction record page
    The CSM Interaction record page provides agents with the active chat panel, interaction details, and the ability to look up and verify a contact or consumer.

    The CSM Interaction record page is included with the CSM/FSM Configurable Workspace experience.

    Record presence feature

    The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration.

    The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users.
    • Hover over an icon to see more information about a user.
    • Click the number icon to see more information about the additional users.
    For more information about this feature, see User presence.