Configure Cross-Channel Interactions

This topic describes how to set up and configure cross-channel interactions.

The Manage Setup and Configuration for Cross-Channel Interactions page provides the administrator with a single page to associate business objects, setup all the associated profile options pertaining to cross-channel interactions, and set the date and time periods that qualify objects for automatic association to an interaction.

To set up and configure for cross-channel interactions, do the following:

1. In the Setup and Maintenance work area, select the Tasks icon.

2. Search for the following string:

   Manage Setup and Configuration for Cross-Channel Interactions

3. Click the Manage Setup and Configuration for Cross-Channel Interactions link.

4. The Enable Automatic Association of Objects with Interactions field is selected as Yes by default. This enables automatic association of the objects with interactions. When you select No, business objects aren't associated with interactions automatically.

5. Select the period, in minutes, to go back from the current time while finding a potential interaction based on the creation date in the Search Retrieval Range Prior to the Creation Time field.

   The default time is set to 5 minutes. You can set the time between 1 minute and 120 minutes.If the Enable automatic association option is set to No, setting the time here's irrelevant.

6. Select the period, in minutes, to go back from the current time while finding a potential interaction based on last updated date in the Search Retrieval Range Prior to the Last Update Time field.

   The default time is set to 5 minutes. You can set the time between 1 minute and 120 minutes. As with the previous setting, if the Enable automatic association option is set to No, setting the time here is irrelevant.

   If the Enable automatic association option is set to No, setting the time here is irrelevant.

   Note: When you set both the periods Search Retrieval Range Prior to the Creation Time and Search Retrieval Range Prior to the Last Update Time, then a query is run and an association is made for one or both the periods based on the match.
   Caution: Once you start an interaction, it's bound by the time settings you have configured. In other words, if you've set the interaction time period to be five minutes and the call lasts ten minutes, the last five minutes of the interaction will not be recorded.

7. In the Automatically Associated Objects section, you can configure whether to automatically associate service requests with interactions. These are set to Yes by default.

   Out of the box, you can select the objects shown in the table in the Cross-Channel Options topic which follows this topic.

8. Click Save or Save and Close.