Converting a CXone Interaction to an Email follow-up

EverBright does not currently utilize CXone for email interactions. Therefore, if a phone call or chat is not resolved in within the call/chat channel, the agent will need to create a Jira ticket to follow up with the customer.

For all interactions that convert to email, the agent is required to enter the Contact ID (unique identifier) in the Jira ticket.

Once the call/chat is complete add the Jira tag to the interaction, access the Contact History and locate the interaction.

Add the Jira tag to the interaction

If an interaction needs follow up by email, use the Jira tag to label the interaction.

From the disposition and notes screen click on the add tag button and select Jira:

Open

Open

Open the Contact History report

Log in and select the applications icon in the top left corner of the browser window:

Navigate to the ‘Reporting’:

Select ‘Prebuilt Reports’:

Type ‘Contact History’ in the search bar:

Once located, add it to favorites, by clicking on the star. This will pin the report to the top of the reports page so that it can be easily located next time:

Locate the Call or Chat

From the Contact History report, select the appropriate date, or date range, and time the call took place. Then click the ‘Show Options' button:

This will open a window where additional filters can be selected. Use as many or few filters as needed to locate the Welcome Call recording:

Locate the Contact ID

Click on the appropriate Contact ID to access the details from the interaction:

From the Contact Details page, copy the Contact ID number:

Add the Contact ID to the Jira Ticket

Paste the number into the CXone Contact ID field on the Customer Info tab in the Jira ticket:

Process the Jira ticket per the relevant SOP.