Using Oracle Customer Interaction History

This chapter covers the following topics:

Interactions

Use the Interaction History tab to search for customer interactions.

Viewing Interactions (HTML)

The end-user interfaces for Oracle Customer Interaction History display the interactions for a specific party or account. Typically, a user specifies the party or account in the business application that is calling Oracle Customer Interaction History. However, when you access interactions directly from the Oracle Customer Interaction History user interface, you must specify the party or account using a "test page."

Use the following procedure to access customer interactions directly from the Oracle Customer Interaction History user interface.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History JSP User

Prerequisites

None

Steps

  1. In the Context Value section, do one of the following:

    • In the Party Name field, type or search for a party name.

    • In the Account Number field, type or search for an account number.

  2. Optionally, in the Initial Search Value area, in the Search Category field select a parameter type for narrowing your search results and in the Search Value field enter a value for the search parameter.

  3. Click Go.

    The Interaction History Viewer page appears.

  4. To view interactions, click the Interactions hyperlink in the side panel.

  5. To view activities, click the Activities hyperlink in the side panel.

Searching for Interactions (HTML)

Use the following procedure to search for customer interactions.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History JSP User

Prerequisites

Select a party or account. Typically, a user specifies the party or account in the business application that is calling Oracle Customer Interaction History. However, when you access interactions directly from the Oracle Customer Interaction History user interface, you must specify the party or account using a "test page." (See Viewing Interactions (HTML)

Steps

  1. Click the Advanced Search hyperlink.

    The Interaction Filtering Criteria page appears.

  2. Select the search criteria:

    You may search for a criterion using character strings and the wildcard symbol (%). For example, to find customers starting with A, type A%.

    1. In the Customer field, type a customer name or click Go to search for a customer name.

    2. In the Agent field, type a agent name or click Go to search for a agent name.

    3. In the Campaign field, type a campaign name or click Go to search for a campaign.

    4. In the Account field, type an account name or click Go to search for an account.

    5. In the Date fields, select a start date and end date.

      If you want to clear the search criteria, then click Clear.

  3. Click Apply.

Viewing Interactions (Self Service)

The end-user interfaces for Oracle Customer Interaction History display the interactions for a specific party or account. Typically, a user specifies the party or account in the business application that is calling Oracle Customer Interaction History. However, when you access interactions directly from the Oracle Customer Interaction History user interface, you must specify the party or account using a "test page."

Use the following procedure to access customer interactions directly from the Oracle Customer Interaction History user interface.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History Self Service

Prerequisites

None

Steps

  1. In the Context Values section, do one of the following:

    • In the Account Number field, enter an account number.

    • In the Party Name field, enter a party name.

  2. Optionally, in the Search field select a parameter type for narrowing your search results and in the Value field enter a value for the search parameter.

  3. Click Go.

    The Customer History page appears.

Filtering Interactions (Self Service)

The Customer History region list the interactions for a customer. Use the following procedure to display a subset of the interactions based on selected search parameters.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History Self Service

Prerequisites

Select a party or account. Typically, a user specifies the party or account in the business application that is calling Oracle Customer Interaction History. However, when you access interactions directly from the Oracle Customer Interaction History user interface, you must specify the party or account using a "test page." (See Viewing Interactions (Self Service)

Steps

  1. To perform a simple search, do the following:

    1. From the Search list, select a type of search parameter.

    2. In the Value field, type a value for the selected search parameter.

      You may search for a criterion using character strings and the wildcard symbol (%). For example, to find outcomes that start with A, type A%.

    3. Click Go.

  2. To perform an advanced search, do the following.

    1. Click the Advanced Search hyperlink.

    2. To display interactions that match all of the search parameters, select Search results where each must contain all values entered.

    3. To display interactions that match any of the search parameters, select Search results where each may contain any value entered.

    4. Optionally, in the Start Date field, select the match criteria and enter a start date.

    5. Optionally, in the End Date field, select the match criteria and enter an end date.

    6. Optionally, in the Resource Name field, select the match criteria and enter a resource name.

    7. Optionally, in the Interaction Type field, select the match criteria and enter an interaction type.

    8. If you want to add an additional search parameter, then select a parameter type from the Add Another field, click Add, and enter a value for the parameter.

    9. Click Go.

Viewing Interactions (Forms)

The end-user interfaces for Oracle Customer Interaction History display the interactions for a specific party or account. Typically, a user specifies the party or account in the business application that is calling Oracle Customer Interaction History. However, when you access interactions directly from the Oracle Customer Interaction History user interface, you must specify the party or account using a "test page."

Use the following procedure to access customer interactions directly from the Oracle Customer Interaction History user interface.

Login

E-Business Home Page

Responsibility

Interaction History

Prerequisites

None

Steps

  1. Select Interaction History Form.

    The Customer Interaction History Test page appears.

  2. In the Context Values section, do one of the following:

    • In the Customer field, type or search for a party name.

    • In the Account field, type or search for an account number.

  3. Optionally, in the Contact field, enter a contact to narrow your search results by contact.

  4. Click Continue.

    The Customer Interaction History window appears.

    Note: The Reuse Results Window box is used to reapply the search criteria without having to open a new test page. The Reuse Results Window box must be selected prior to opening the first instance of the form. Therefore, to enable this feature, you must first select the Reuse Results Window box, close the test page, and then reopen the test page.

Filtering Interactions and Activities (Forms)

The Customer Interaction History form lists the interactions and activities for a customer. Use the following procedure to display a subset of the interactions or activities based on selected search parameters.

Login

E-Business Home Page

Responsibility

Interaction History

Prerequisites

Select a party or account. Typically, a user specifies the party or account in the business application that is calling Oracle Customer Interaction History. However, when you access interactions directly from the Oracle Customer Interaction History user interface, you must specify the party or account using a "test page." (See Viewing Interactions (Forms)

Steps

  1. To filter interactions, select the Interaction Filtering Criteria tab and then select the search criteria:

    You may search for a criterion using character strings and the wildcard symbol (%). For example, to find customers starting with A, type A%.

    1. Optionally, in the Agent field, select a agent name.

    2. Optionally, in the Activity Type field, select an activity type for the activities that you want to display.

    3. Optionally, in the Media Type field, select a media type for the activities that you want to display.

    4. Optionally, in the Account field, type an account for the activities that you want to display.

    5. Optionally, in the Application field, select the application that created the activities that you want to display.

    6. Optionally, in the Direction field, select the direction of the media for the activities that you want to display.

    7. Optionally, in the Contact field, select a contact party.

    8. Optionally, in the Start Date field, select the start date of the activities that you want to display.

    9. Optionally, in the End Date field, select the end date of the interactions that you want to display.

    10. If you want to clear the search criteria, then click Clear.

    11. Click Search.

  2. To filter activities, select the Activities Filtering Criteria tab and then select the search criteria:

    You may search for a criterion using character strings and the wildcard symbol (%). For example, to find customers starting with A, type A%.

    1. Optionally, in the Agent field, select a agent name.

    2. Optionally, in the Source Code field, select a campaign source code.

    3. Optionally, in the Account field, type an account name.

    4. Optionally, in the Contact field, select a contact party.

    5. Optionally, in the Start Date field, select the start date of the interactions that you want to display.

    6. Optionally, in the End Date field, select the end date of the interactions that you want to display.

      If you want to clear the search criteria, then click Clear.

    7. Click Search.

Activities

Use the Activities hyperlink to search for customer activities.

Viewing Activities (HTML)

Use the following procedure to view customer activities.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History JSP User

Prerequisites

None

Steps

  1. Click the Activities tab.

  2. To narrow the search, select the search criteria:

    1. From the Media Type list, select a type of media.

    2. From the Source list, select a source.

    3. From the Activity list, select an activity type.

    4. In the Start Date field, select a start date.

    5. In the End Date field, select an end date.

  3. Click Apply.

Searching for Activities (HTML)

Use the following procedure to search for customer activities.

Login

E-Business Home Page or CRM Home Page

Responsibility

Interaction History JSP User

Prerequisites

None

Steps

  1. Click the Activities tab.

  2. Click the Advanced Search hyperlink.

  3. Select the search criteria:

    You may search for a criterion using character strings and the wildcard symbol (%). For example, to find customers starting with A, type A%.

    1. In the Customer field, type a customer name or click Go to search for a customer name.

    2. In the Agent field, type a agent name or click Go to search for a agent name.

    3. In the Media Type field, type a media type name or click Go to search for a media type.

    4. In the Activity field, type an activity type name or click Go to search for an activity type.

    5. In the Direction field, type a direction or click Go to search for a direction.

    6. In the Handler field, type a handler or click Go to search for a handler.

    7. In the Date fields, select a start date and end date.

      If you want to clear the search criteria, then click Clear.

  4. Click Apply.