ON THIS PAGE
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The list of the interactions managed by the Agents will be available on the Email Channel Interactions List:
If the email Subject is underlined when you hover over the text you'll see the first lines of the last message content, like in this example:
This function can be disabled by the Administrator.
The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.
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Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message |
You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account (Me, Not Assigned, All), Agent (the first one who managed it), Tags (multiple choice):
The interactions can be searched by:
interaction ID
message text
subject
contact first name
contact last name
contact email address
So click the search button, insert the search string and confirm:
and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on X.
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If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. |
The interaction Status can be:
Open
Open - Sub-status (where Pending is a default sub-status but many more can be added by the administrator)
Closed (by an Agent)
Closed Unmanaged (the interaction request has not been managed)
There are two ways to set an interaction Sub-status (only if it is Open):
Sending the Message
click on the down arrow of the Send button choose Send as and a Sub-status from the list:
Without sending the Message
click on 3 dots menu on the Message View, choose Set as and a Sub-status from the list
The Administrator can set new sub statuses.
If you see a small number near the contact name, like in the following picture:
it means that new interactions have been received (but not managed) in the same conversation.
Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
Clicking on the three dots menu, the agent can apply the following commands to the selected interaction:
- Show the interaction contents
- Download a pdf transcript of the interaction, with or without attachments (depending on Agent's permissions)
- Close and (eventually) dispose the interaction.
You can use the Advanced Search button and select a field to be matched with a value among a list of all those available.
When you click this button (you find it on the right side of the toolbar), the system will show you the following form:
Select the Field (scroll the list of all the available search fields)
Select the Operator among those available (eg.: equals, contains, starts with, and so on)
Select or insert the Value
Add the Condition (click on +)
To add more conditions repeat the operation, like in the following example:
and choose whether the conditions:
must all be met:
or at least one of them:
If you want to delete the advanced search condition inserted click on the single search condition button X to delete it or click on the CLEAR button in order to delete them all at once.
When you finish, click on the APPLY button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.
It is possible to:
modify a condition set: click on a set condition and press Edit
now change the condition as you like(field, operator, value)
2. temporarily disable the search condition: click on the set condition and press Disable:
and enable it again:
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When a selection is active as long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (red on a white background) and blinking Moreover the Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the filters Select a list or Select Tag |