This component executes business transactions available to the agent via tabs and icons in the user interface. (Tabs can group specific transactions such as sales, service, shipping, material, or customer.)

If the agent has highlighted a specific customer (or material number, service order number, or other object) in the Business Data Display component, the information associated with that object can be carried over and populates the appropriate fields in the transaction initiated in the Action Box. The Action Box enables the agent to navigate into any business transaction, such as sales orders, service notifications, or customer information updates.

The document flow, also known as object reference, provides the link from the telephone call to all business objects that have been involved in the processing of the call. These might include business documents that have been created during the call, such as sales orders or service notifications, or business data that simply have been viewed, such as a customer master records.

To view the document flow data, choose Info System ® Contact History.