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. |
FROM RELEASE 3.46:
When the new settingAcdEvents.OpenCrmUrlOnOpenEventSupervisor is enabled, opening an event can also open the related CRM record automatically when a CRM link is available. This helps supervisors access the relevant customer or case information more quickly.
This setting can be configured in the Client Master Data Parameters or in the User Settings.
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. |