03 December 2014

Introducing the iceJournal tool in the newest version of ice!

Written by Vivian Pow, Posted in Contact Center, ComputerTalk

Having an integrated view of your contact center metrics could mean large cost and time savings for your contact center. One that is responsively designed for mobile devices provides an even greater value-add, ensuring that your team leads and supervisors have access to valuable information while on the go, via a secure internet connection.

iceJournal is ComputerTalk's answer to the market demand for an integrated interaction viewer.  iceJournal will be a part of the latest release of ice (Intelligent Communications Exchange) contact center.

iceJournal is a browser-based tool that provides the ability to search for interactions by queue, user, contact type, date range and other criteria. Contact details are shown when a particular record is selected.

Using iceJournal, you can:

  • Search for recorded and in-progress contacts.
  • Display details on selected contact. A contact can be voice (Skype, Lync, phone), email, IM, video, or Tweet.
  • Listen to recordings, read emails, and read transcripts of instant messages. Interactions from the same person are listed together.
  • A team lead, supervisor or administrator can evaluate the handling user’s performance on the selected contact.

Some screenshots:

Desktop view: search results

ice8 journal

Tablet view - Viewing an evaluation

ice8 journal

Smartphone view - Details view of an interaction

ice8 journal


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About the Author

Vivian Pow