Inbound

Inbound allows you to view a list of inbound interactions, in a time period, along with the selected information about them:

IH_inbound.png

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:

 

To export inbound interaction's recordings:

  1. Click on Users_actions.png on the inbound interaction's row.
  2. Click on Export recording:
    IH_inbound_export.png.
    A pop-up window is displayed.

                          or

  1. Click on the desired interaction's row(s) checkbox.
  2. Click on IH_inbound_exportbutton.png, on the top-right side of the screen. A pop-up window is displayed:
    IH_inbound_exportpopup.png
  3. 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:

IH_inbound_interaction.png

On the inbound interaction detailed information page, you can:

 

To export the recording

  • Click on Outbound_importContacts_lists_options.png on the interaction profile card.
  • Click on IH_inbound_exportrecording.png . A pop-up window is displayed:
    IH_inbound_exportpopup.png
    • On the pop-up window, click EXPORT to proceed.

 

To access the recording

  • On the recordings card:
    IH_inbound_recordings.png
  • Click on IH_inbound_recordingsbutton.png to open the recording viewer pop-up window:
    IH_inbound_recording.png
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 Outbound_importContacts_lists_options.png and select Show recording details:
    IH_Agent_Inbound_showrecording.png
  • A pop-up window displays the recording:
    Recordings_popup.png
  • Click on Outbound_cws_delete.png, 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
  • Email

 

To access the detailed information

On the right side of the screen, there are two types of information:

  • Interaction cards:
    IH_inbound_interactioncards.png
    • 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.
  • Interaction list:
    IH_inbound_interactionlist.png
    • 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.

  

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    IH_inbound_interactionlistsettings.png
  • 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.
  • On the filter IH_inbound_interactionlisttimeintervalmenu.png, select the desired time interval, from the drop down menu:
    IH_inbound_interactionlisttimeinterval.png
  • Click IH_inbound_interactionlisttimeintervalapply.png 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.