A temporary workspace in the interaction center that you use as an electronic notepad to store miscellaneous information during an interaction.
Customers usually provide a lot of information during the first few minutes of conversation, before you have a chance to access the relevant transaction. Most agents have separate notepads to take notes and then enter the data into the system later.
The scratch pad replaces the need to write manual notes. It allows you to electronically store information so it can be copied into specific functions that require this data.
The scratch pad allows you to focus on recording and listening to what the customer is relaying. Customers do not have to hold their conversation until you follow through the sequence of the interaction, gather the preliminary information, such as contact information, and then navigate to the appropriate area in the IC WebClient to record the information. This also saves customers from having to provide information more than once.
The scratch pad is located in the top left corner of the IC WebClient,
under the title bar. It is available throughout the interaction, and can be
copied into different IC WebClient functions such as the interaction record
or knowledge search by choosing Import Scratch Pad
.
All of the data on the scratch pad is imported, but you can still edit, add,
or delete it if necessary.
Data remains on the scratch pad for the entire interaction until
you either select End
from the toolbar, or
select Clear
. Closing the scratch pad does
not delete the contents.