Introduction:
The Media Events tab contains all current media events, both undistributed and assigned to an agent.
Description:
The following fields are displayed:
Name | Description |
|---|---|
| ACD Group | This displays the ACD group in which the media event was created. |
| Agents | Name of the agent who has been assigned the media event |
| Type | Type of media event ( Email, Chat, Callback, VoiceMail, SMS, Fax, Whatsapp, Ticket |
| Status | Status of the media event ( Delivery, New, Viewed, Finished) |
| Received | Date and time of receipt of the media event |
| Sender | Sender of the media event( mail address, name, phone number etc) |
| Username | UserData ( variable depending on the type of media event) |
| Receiver | Mail address, phone number of the recipient of the media event |
| Subject | Subject from the media event or creation reason |
| CRM Link | Link, which is included in the media event (CRM, ticket system, mail, etc.) |
| Action | Here the media event can be opened and edited and assigned by the supervisor. |
Media events detail view:
By clicking Open under Action on the overview, you can see the media event in detail.
Displayed information
Name | Description |
|---|---|
| Received on: | Date and time of the media event received |
| ACD Group | Origin group of the media event |
| Sender | Sender of the media event |
| User data | UserData ( variable depending on the type of media event) |
| Receiver | E-mail box, Chat Konnektor etc. depending on the type of media event |
| Subject | Reason for creating the media event |
| Message | Content of the contained message, origin ACD group and sender |
| Comment | Comments that can be attached to the media event. |
| Filter | Filter for the display of different statuses |
| Date / Time | Date and time for the created statuses |
| New Status | Type of the new status |
| User | Addressee of the new status |
| Comment | Overview of attached comments |
Usable action buttons:
Name | Action |
|---|---|
| Close | This closes the media event without finally terminating it. |
| Send SMS | Here it is possible to send an SMS to the sender. Prerequisite: The SMS module is installed! |
| Call | Here you can call the sender directly. |
| Comment | In the comment field the notes can be attached to the media event with comments. |
| Ein Agent senden | Here the media event can be sent to a selected agent. |
| Send to group | Here you can send the media event to a group |
| E-mail with history | Here the media event is sent to the previously entered e-mail address with history. |
| E-mail without history | Here the media event is sent to the previously entered e-mail address without history. |
| Transaction-Code | Use this button to assign a transaction code to the media event |
| Finalize | Here the media event is finally ended and transferred to the media history. |