In various places throughout the Genesys Contact Center, you have the ability to look up records, usually by clicking on a small magnifying glass icon. For example, when you are initiating a transfer or conference, you may use the Look Up Records dialog box to find the phone number of an appropriate consult agent. When you are making an outgoing call, you may use the Look Up Records dialog box to find the customer record you need.
The Look Up Records dialog box functions as a search dialog box.
Matching records will display in the Available Records field.
Key information from your selected record will populate the field(s) you were originally trying to fill.