Inbox
Ignite’s Inbox displays all interactions currently handled by the employee, ringing the employee, drafts, as well as failed send and autoreply items belonging to the employee.
When there is an active interaction or draft in the Inbox, a red badge appears over the Inbox icon, indicating how many interactions and drafts there are in the Inbox.
When you select an interaction in Inbox, in addition to the handling options, you can quickly access the case details, notes, calls, all the participants of the case, other cases from the same customer, and URLs by using the corresponding tabs. This saves time when you are interacting with a customer. For more information about these tabs, see the "Cases".
An agent can view any call’s variable values that contain a URL under a separate tab, URLs. The URLs tab consists of a drop-down with all the variables and their associated value (URL). By default, the first URL is displayed in the frame. To open the URL in a new window, click Open.
Additionally, the Inbox displays current real time agent handling statistics. For more information, see "Viewing agent handling statistics".
- Employees with no Voice Agent will not receive Inbox update on voice calls. Only Agents receive Inbox updates. Extensions, Ring Group members, and hot desking users will not receive any updates.
Viewing interactions in Inbox
Interactions in the Inbox provide you with relevant information for handling the interaction.
If the interaction is a draft, it will be labeled as such. When you select an interaction in your inbox, in addition to the handling options, you can quickly access the case details, notes, interactions, all the participants of the case, and other cases from the same customer by using the corresponding tabs. This saves time when you are interacting with a customer. For more information about these tabs, see the "Cases".
If an interaction consists of an URL, an agent can view the URL under a separate tab, URLs. The URLs tab consists of a drop down with all the variables and their associated value(URL). By default, the first URL is displayed in the frame. To open the URL in a new window, click Open.
You can choose to view the interactions in List view or in Grid view by clicking the respective option. Also, you can choose to view the case details in the additional pane that appears in the Inbox when you click the down arrow in the top header of the Inbox.
You can expand or collapse the navigation pane using the < and > buttons.
Viewing agent handling statistics
The Inbox contains agent handling statistics for each of the media types the agent handles. The following figure displays agent handling statistics across media types.
Each media type’s icon indicates the corresponding state of the employee’s agents. The following table outlines the different states.
|
STATE |
VOICE |
CHAT |
|
SMS |
OPEN MEDIA |
DESCRIPTION |
|---|---|---|---|---|---|---|
|
Ringing |
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An ACD interaction ringing on an agent, waiting to be handled |
|
ACD |
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An agent handling an ACD interaction |
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ACD Hold |
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An agent who has placed an ACD interaction on hold |
|
Idle |
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An agent logged on and waiting to receive an interaction For Voice, Available includes agents whose devices are off hook or who have Non ACD calls ringing. These agents will not be offered ACD calls. |
|
Non ACD |
|
-- |
-- |
-- |
-- |
An agent involved in an incoming Non ACD interaction or agent originated voice interaction |
|
Non ACD Hold |
|
-- |
-- |
-- |
-- |
An agent who has placed a Non ACD voice interaction on hold |
|
Outbound |
|
-- |
-- |
-- |
-- |
An agent on an outgoing voice interaction |
|
Outbound Hold |
|
-- |
-- |
-- |
-- |
An agent who has placed an outgoing voice interaction |
|
Do Not Disturb |
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An agent who has activated Do Not Disturb and is not available to receive any ACD or Non ACD voice interactions |
|
Make Busy |
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An agent who is not available to receive ACD interactions but can receive transferred interactions and voice interactions dialed directly to the agent |
|
Work Timer |
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An agent who is completing post-contact work, such as paperwork, and is unavailable to receive interactions of that media type |
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Offline |
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An agent unavailable to handle interactions |
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Away (Not Present) |
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An agent whose presence is removed from an agent group or media type |
- ACD (Count / Duration) -- Displays the number of ACD interactions the agent has handled for a media type, and the time spent handling interactions of that media type
- Non-ACD (Count / Duration) -- Displays the number of Non ACD interactions the agent has handled for a media type, and the time spent handling the interaction
- Average Handling Time (hours:mins:secs) – The average time the agent has taken to handle interactions of each media type
- Unavailable % -- Displays the percentage of time the agent is unavailable during the shift, including Do Not Disturb, Make Busy, Unknown, and Work Timer states, and when the agent is logged in but not available to receive ACD interactions.
By clicking the More button, agents can change the statistics being displayed.