Shelves allows you to monitor interactions that are placed in the private (as long as you are associated to the agent) or public shelves.


The Shelves window displays all the shelved interactions:


The shelves table displays the following:


Date  -  The date the interaction was placed in the shelf.
Time in Shelf  -  How long is the interaction in the shelf.
Type  -  The type of shelf: public or private.
Campaign  -  The campaign the interaction is assigned from.
Agent  -  The agent that shelved the interaction.
Contact  -  The address where the interaction originated from.
Media type  -  The media type of the interaction: email, audio, video, chat or social media.
Category  -  The category where the interaction is placed.
Reminder  -  The reminder status.
Comment  -  The comment annexed to the interaction.



On the Shelves homepage you can:


To manage shelved interactions:

  • Click on Users_actions.png on the report's row:
  • The following operations are available:

    • Edit - Open the edit pop-up window:
      • On the pop-up window you can:
      • Insert a comment.
      • Place on a category.
      • Change the status between public and private shelf.
      • Set a reminder.
      • Click Save to apply changes.

    • Push - Force the interaction to be dealt with:
      • On the pop-up window:
      • Select the desired agent to deal with the interaction.
      • Click Push to proceed.

    • Enqueue - Sends the interaction back to the queue:
      • On the pop-up window, click ENQUEUE to confirm.

    • View interaction - open the interaction in a preview window:
      • On the preview window, for an email interaction, you can:
      • Print the email.
      • Download the email in eml format.


To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
  • On the pop-up:
    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png and are present on a list below.
    • Click SAVE to apply changes.


To refresh the information displayed:

  • Click on Users_REFRESH.png.


To filter the information displayed:

  • Click on Users_filter.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on Users_filtericon.png.
  • Select the desired itens.
Note: Click on Users_filternot.png to delete the filter.