Looking Up Records

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.

Look Up Records Dialog Box

The Look Up Records dialog box functions as a search dialog box.

  1. Select the information type in the Type drop-down list (such as "Genesys Agent," "User," and so on).

  2. Click Go to start the search.

    Matching records will display in the Available Records field.

  3. Click a record to highlight it, then click Properties to see its details.

  4. Finally, click the record that you wish to use, then click OK to close the Look Up Records dialog box.

    Key information from your selected record will populate the field(s) you were originally trying to fill.


Related Tasks:
Making a Call

Performing After Call Work

Transferring a Call

Conferencing