Introduction
In the Agent Home page, when you click on the Media Events table, the logged-in agent can see all media events assigned to him.
The agent must select an agent status that allows him to receive media events.
With the filter function, it is possible to search for results in the individual columns. To do this, it is important to have previously selected the respective column and
to search the string by specifying the % character.
If you want to delete the filter, use the "x" next to the filter and all results will be displayed in the table again.
With these icons you have the possibility to expand or reduce the number of displayed lines.
Arrow up or down changes the number by one line at a time.
Plus/ Minus provides the option to freely select the number of lines.
| Event type | Origin |
|---|---|
| Callback | Hangup on hold, rule scenario, manually created, from IVR |
| Voice message | Rule scenario, from IVR |
| from external e-mail system | |
| Fax | from external fax |
| SMS | external SMS provider |
| Chat | Website with chat connector / external chat program |
| Ticket | Connection of an external ticket system, ticket generated from IVR |
| external WhatsApp provider |
| Status | Meaning |
|---|---|
| New | Newly distributed event |
| Ready | Event ready for editing |
| Seen | Event seen by agent |
| Forwarded | Event forwarded by supervisor or agent |
Closed by Customer | Event closed by an action of the customer ( callback ). |
| Done | Case closed by the agent ( only viewable in media history ) |
| Column | Content / Meaning |
|---|---|
| Received | Date / Time |
ACD Group | ACD Group in which the media event was created / distributed. |
Sender | The phone number or mail address of the sender is displayed here. |
User Data | If data has been queried from a third-party system, it can be displayed here. |
Receiver | Name of the events receiver. |
Subject | This field displays information from the respective media event. |
CRM Link | If there is a CRM link in the media event, you can directly click on the link here to get to the links destination. |
Action | You can open the Event by pressing the "Open" button. |