Master Page

The Inbox

The Inbox holds a great deal of information, of which there are multiple layers you can navigate to get down to specific details. This is your starting destination when you sign into the Advisor Desktop and become available for incoming activities. Any activities you are assigned are sent to your inbox under the Chat tab for chat activities, and Main tab for all other activities. From the Inbox, you can select the activities you have been assigned and begin working on them. For more information, see Viewing the Inbox.

Using the Inbox Toolbar

The toolbar in the Inbox includes the following buttons.

 

Use

To


New button

Create a new activity or Create a new customer.

Activities can be created using one of the following items or their shortcut keys:

  • Call with customer association

  • Call without customer association

  • Outbound email for current case

  • Outbound email for new case

  • Outbound email for no case

  • Outbound social

  • Task

Other options may appear depending on the licenses you may have.

When creating a new customer, you can select the type of customer you wish to create. The options are Corporate, Group, and Individual customer.

Sort By button

Determines the sort order of the activities that appear in your Main inbox. Select from: Priority, Activity ID, Case ID, Contact Point Data, Subject, Created On, Due On, Queue Name.

More button

Expands a drop down menu of available actions in the Inbox pane.

The options that follow are available under the More button.

Refresh button

Refresh the Inbox list.


Delete button

Delete an activity shortcut.

This button is shown only when a My Folders folder is selected in the Folders tree.

Pull button

Pull the next set of activities into your Inbox list.  

The activities that get pulled are determined by selections made in the Pull Options tab of the Options window.

Pick button

Manually select the activities to pull into your Inbox list.  

You may be able to select activities from a specific department, queue, or user, depending on the permissions that you have been given by the administrator.

Transfer button

Transfer a selected activity.

You may be able to transfer the activity to another department, queue, or user, depending on the permissions that you have been given by the administrator.

This button is not shown when a My Folders folder is selected in the Folders tree.

Set Status button

Change the status of the selected activity. Select from Pending, In Wrapup, In Progress, or Complete.

This button is not shown when a My Folders folder is selected in the Folders tree.

Pin/Unpin button

Pin the selected activity to prevent the other agents from pulling it. You can unpin the pinned activity using the same button.

You can pin the activity to keep it in your Inbox even when the Auto Pushback service is running. However, another user, with the appropriate permissions, can unpin the activity. This option is not shown when a My Folders folder is selected in the Folders tree. 

Notes button

Open the Notes window to manage internal notes that are attached to activities, cases and customers.

Configure Availability button

Open the Availability Setting window to select the activities that you are available to handle.

Layout button

Lets you configure the layout of the main Inbox. There are three options: Responsive, Card, and Table.