Inbound allows you to view a list of inbound interactions, in a time period, along with the selected information about them:
The inbound table displays the following:
Start time | - | The date and time that the interaction started. |
End time | - | The date and time that the interaction ended. |
Queue outcome | - | The outcome after the interaction left the queue. |
Business outcome | - | The interaction outcome. |
Duration | - | How long the interaction lasted. |
Queue | - | How long was the interaction in the queue. |
Park | - | How long was the interaction in the park. |
Media type | - | The media type of the interaction. |
Media recording | - | The media recording status. |
On the Inbound homepage you can:
- Export inbound interaction's recordings
- View an inbound interaction detailed information
- Edit the information displayed
- Refresh the information displayed
- Filter the information displayed
To export inbound interaction's recordings:
- Click on
on the inbound interaction's row.
- Click on Export recording:
. A pop-up window is displayed.
or
- Click on the desired interaction's row(s) checkbox.
- Click on
, on the top-right side of the screen. A pop-up window is displayed:
- On the pop-up window, click EXPORT to proceed.
To view an inbound interaction detailed information:
- Click on the desired interaction's row. The detailed page is displayed:
On the inbound interaction detailed information page, you can:
- Export the recording (if available)
- Access the recording (if available)
- Delete the recording (if available)
- Access the detailed information
To export the recording
- Click on
on the interaction profile card.
- Click on
. A pop-up window is displayed:
- On the pop-up window, click EXPORT to proceed.
To access the recording
- On the recordings card:
- Click on
to open the recording viewer pop-up window:
Note: If a session has multiple recordings, you can watch them all at the same time.
To delete the recording
- On the recordings card, click on
and select Show recording details:
- A pop-up window displays the recording:
- Click on
, on the desired recording, to delete it.
- Click on DELETE, on the confirmation pop-up window, to proceed.
Note: Delete recordings is available for the following media types:
- Audio
- Video
To access the detailed information
On the right side of the screen, there are two types of information:
- Interaction cards:
- On the cards you have the following information:
- DURATION - How long was the interaction.
- QUEUE - How long was the interaction queued. A call is in queue when is placed waiting to be delivered to an agent.
- PARK - How long was the interaction parked.
- On the cards you have the following information:
- Interaction list:
- On the list you have the following fields:
- Start time - The date end time the interaction started.
- End time - The date and time the interaction ended.
- User - The user that handled the interaction.
- Campaign - The campaign the interaction was assigned to.
- Media type - The interaction media type.
- Direction - The direction of the interaction (inbound or outbound).
- From - The location that started the interaction.
- To - The location that received the interaction.
- Duration - How long the interactions lasted.
- On the list you have the following fields:
To edit the information displayed:
- Click on
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
and are presented on a list on top.
- The unselected columns have a
and are present on a list below.
- Click SAVE to apply changes.
To refresh the information displayed:
- Click on
.
To filter the information displayed:
- Click on
.
- Select a category from the drop-down menu.
- On the selected category, click on
.
- Select the desired itens.
Note: Click onto delete the filter.
- On the filter
, select the desired time interval, from the drop down menu:
- Click
to proceed.
Note: It is possible to filter deleted agents, campaigns and business outcomes. If the entity is deleted, the filters appear with a [x] in italic.
Tip: Request in Interaction history can be cancelled by clicking on any filter or the clear button.