Viewing interactions in Inbox (WEB)

Interactions in the Inbox provide you with relevant information for handling the interaction. (See the following figure).

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 (WEB)".

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. (See the following figure).

You can expand or collapse the navigation pane using the < and > buttons.