Provide agents with access to their complete contact handling history.
iceJournal comes equipped with a variety of filter and search options to easily find single or groups of interactions. When viewing a contact in iceJournal, a user can see key info about each interaction, including duration, channel, contact info, and notes. You can listen to recordings and view media transcripts as well as review evaluation forms.
As a web-based integrated interaction viewer, iceJournal displays all recorded voice, IM, and email interactions by customer. Search through historical interactions based on date and time of the interaction, contact type, and dozens of advanced filters.