Viewing the Inbox
Like the other work areas in the desktop, the Inbox can be minimized, maximized, and resized to better suit your needs while you work. Keep in mind, however, the Inbox is responsive and reorganizes itself based on how much space it has available and the resolution of your desktop. The Inbox has the following view formats:
-
Default View
-
Expanded View
All the actions you can perform in the Inbox in the default view can be done in the expanded view. Likewise, all the information that is displayed about the activities assigned to you in the default view are present in the expanded view. However, it can sometimes be helpful to view all your activities and their associated details in a different format to make the information easier to digest. In the default view of the Advisor Desktop, the Inbox sits on the side of the desktop and presents the activities assigned to you in a list format.
The Inbox view changes based on the size of the Inbox and the resolution of the desktop. If you minimize the other panes of the desktop and allow the Inbox to take up more space on the desktop, it changes to its expanded view, which displays a wide table with multiple columns. You can sort how the activities are organized and displayed in the table by clicking any of the column headers. You can also toggle which columns to display by navigating to the dropdown arrow next to the column, selecting Columns from the dropdown menu, and selecting the desired columns.
Viewing Details in the Inbox
The information presented about the activities in your inbox varies based on whether you are looking at activities in the Main tab or Chat tab of the Inbox. Note that you can view the details about the activity, case, and customer in an expanded view by clicking the customer name or activity ID in the inbox.
Expanded Main Inbox View
In the expanded view of the Main tab of the Inbox, the following information is displayed about an activity in a table.
The information displayed here can also be seen in the default view of the Main Inbox.
|
Column Header |
Displays |
|---|---|
|
Notes |
A note icon and the number of notes written for the activity. |
|
Attachments |
An attachment icon and the number of file attachments for the activity. |
|
Pinned |
Whether or not the activity is pinned to your inbox with a pin icon. |
|
Type |
The type of the activity. The icons used indicate the following activity types: Mail, Social, Task, Phone. |
|
Priority |
The priority assigned to the activity. The values range 1-9, with 1 being the most urgent and 9 being the least urgent. |
|
Activity ID |
The unique identifier for the activity. |
|
Case ID |
The ID number for the case that contains the activity. |
|
Contact Point Data |
The primary contact point for the customer attached to the activity. This is the email address for mail activities, for example. |
|
Subject |
The subject of the activity. |
|
Created On |
The date and time at which the activity was created in the application. |
|
Due On |
The date and time at which the activity must be completed. This value appears for activities with an SLA. |
|
Queue Name |
The name of the queue from which the activity was pulled. |
Expanded Chat Inbox View
In the expanded view of the Chat tab of the Inbox, the following information is displayed about an activity in a table.
The information displayed here can also be seen in the default view of the Chat tab of the Inbox.
|
Column Header |
Indicates |
|---|---|
|
Activity ID |
The unique identifier for the activity. Click the ID to open the Activity details in a separate window. |
|
Customer Name |
The name of the customer attached to the activity. |
|
Activity Duration |
The total amount of time the activity has been open. |
|
Subject |
The subject of the activity. In most cases, this is the first message a customer sends in the chat. |
|
Chat - Availability Status |
The current status of the chat activity. This column is meant to alert the advisor to any new messages sent by the customer during the chat. The status message and color changes based on the connectivity of the chat interaction and whomever was the last person in the conversation to send a message. The possible messages that appear include:
|
|
Time waiting for reply |
The total amount of time that has passed since the last message was sent. |
|
Queue Name |
The name of the queue from which the activity was pulled. |
Expanded Social Inbox View
In the expanded view of the Social tab of the Inbox, the following information is displayed about an activity in a table.
The information displayed here can also be seen in the default view of the Social tab of the Inbox.
|
Column Header |
Indicates |
|---|---|
|
Social Media |
The network from where the search results are fetched, such as X, Facebook, Instagram, YouTube. |
|
Subject |
The subject of message. |
|
Profile |
The profile of the user who has posted the message. |
|
Case ID |
Displays the ID of the case if a case has been created for the post. |
|
Activity ID |
Displays the activity ID if an activity has been created for the post. |
|
Sentiment |
This tells if the sentiment of the search result is Positive |
|
Posted On |
The date on which the search result was returned. For search results from Facebook and X, the Posted On date is the date on which the message was posted on the social network. |
Related Topics