Page History

Typ des jeweiligen Medienereignisses, z.B

Sv translation

language	en

Introduction:

In the Media History tab, you can find all media events that have been finalized and completed.

Access:

iin the portal via the menu: → ACD → Supervisor
in the portal via the 'Supervisor' icon: selection of the media history tab

Information displayed:

Name	Description
ACD Group	The ACD group in which the media event was created is displayed here
Agents	Name of the agent who has been assigned the media event
Type	Type of the respective media event, e.g. Callback VoiceMail Chat Whatsapp Email Note: in the MiniClient the types are represented by icons
Status	final status of the media event, it shows which side has finished the event: Agent side: Done Customer side: Closed by the customer
Received	Date and time of reception of the media event
Sender	Sender of the media event (phone number, name, mail address, etc.)
User data	UserData ( is variable, depending on the type of media event )
Receiver	e.g. phone number of the recipient who last edited the media event
Subject	Subject from the respective media event or creation reason
CRM Link	Link included in the media event ( CRM, ticket system, mail, etc.)
Action	Here the media event can be opened and traced by the supervisor.

Media events detail view:

If you click Open under Action in the overview, you will see the corresponding media event in detail:

Type Voicemail

Voicemail type - Information displayed:

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 (is variable depending on the type of media event )
Receiver	Receiver phone number
Subject	Subject from the respective media event or creation reason
Message	Content of the contained message, e.g. origin ACD group and sender
Voice-Mail	File with the Wav. file
Comment	Field for notes displayed in the history of the media event
History: Date/Time	Date and time of the respective processing status
History: New Status	respective status type
History: User	Last name and first name of the processing agent
History: Comment	corresponding comment, either created automatically by the system (e.g. New, Seen, Call, Callback was initiated) or created by editor via comment field

Type Voicemail - Actions displayed:

Name	Description
Close	Here you can get back to the superordinate overview page of the media history
send SMS	Here it is possible to send an SMS to the sender. Prerequisite: The SMS module is installed!
Call	Here it is possible to call the sender directly.
Download	Here it is possible to download the voice message locally
Listening by Telephone	Here it is possible to listen to the voice message on the phone
Comment	Here it is possible to save a note previously entered in the comment field, it will then appear in the History field
Send to Agent	Here it is possible to send the media event to a previously selected agent
Send to group	Here it is possible to send the media event to a previously selected group
Email with history	Here it is possible to send the media event to the previously entered e-mail address with history
Email without history	Here it is possible to send the media event to the previously entered email address without history

Type Callback

Type Callback - 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 ( is a variable depending on the type of media event )
Receiver	Phone number
Subject	Subject from the respective media event or creation reason
Message	Content of the contained message, e.g. origin ACD group and sender
Comment	Box for notes displayed in the history of the media event
History: Date/Time	Date and time of the respective processing status
History: New Status	respective status type
History: Benutzer	Last name and first name of the processing agent
History: Comment	corresponding comment, either created automatically by the system (e.g. New, Seen, Call, Callback was initiated) or created by editor via comment field

Type Callback - Shown Actions:

Name	Description
Close	Here you can get back to the superordinate overview page of the media history
Send SMS	Here it is possible to send an SMS to the sender. Prerequisite: The SMS module is installed!
Call	Here it is possible to call the sender directly.
Comment	Here it is possible to save a note previously entered in the comment field, it will then appear in the History field
Send to Agent	Here it is possible to send the media event to a previously selected agent
Send to Group	Here it is possible to send the media event to a previously selected group
Email with history	Here it is possible to send the media event to the previously entered e-mail address with history
Email without history	Here it is possible to send the media event to the previously entered email address without history

Type Chat

Type Chat - Information displayed:

Name	Description
name:	Date and time of the media event received
id / Email / UserData (Variables)	here PDATA info, which are optionally stored in the chat script, are displayed
url:	Web page from which the chat was started
Details: Received on:	Date and time of the media event received
Details: ACD Group	Origin group of the media event
Details: Sender	Sender of the media event
Details: User data	UserData ( Variable depending on the type of media event)
Functions: Comment field	Field for notes displayed in the history of the media event
History: Date /Time	Date and time of the respective processing status
History: New status	respective status type
History: User	Last name and first name of the processing agent
History: Comment	corresponding comment, either created automatically by the system (e.g. New, Seen, Call) or created by editor via comment field

Type Chat- Shown Actions:

Name	Description
Close	Here you can get back to the superordinate overview page of the media history
Comment	Here it is possible to save a note previously entered in the comment field, it will then appear in the History field
PDF	Here it is possible to download the chat report of the media event as a pdf file
XLS	Here it is possible to download the chat report of the media event as an Excel file

Typ WhatsApp

Type WhatsApp - Shown information:

Name

Description

name:

Date and time of the media event received

whatsapp_number

Phone number of the sender

Details:

Received on:

Date and time of the media event received

Details:

ACD Group

Origin group of the media event

Details:

Sender

Sender of the media event

Details:

User data

UserData ( variable depending on the type of media event )

Funktionen:

Comment field

Field for notes displayed in the history of the media event

History:

Date /Time

Date and time of the respective processing status

History:

New status

respective status type

History:

User

Last name and first name of the processing agent

History:

Comment

corresponding comment, either created automatically by the system (e.g. New, Seen, Call)

or created by editor via comment field

Type WhatsApp - Shown Actions:

Name	Description
Close	Here you can get back to the superordinate overview page of the media history
Comment	Here it is possible to save a note previously entered in the comment field, it will then appear in the History field
PDF	Here it is possible to download the chat report of the media event as a pdf file
XLS	Here it is possible to download the chat report of the media event as an Excel file

Type EMail

Type E-Mail- Shown 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 )
Empfänger	e.g. e-mail address
Subject	Subject from the respective media event
E-Mail	here you can find a brief info with the sender's address and the subject line
Comment	Field for notes displayed in the history of the media event
History: Date /Time	Date and time of the respective processing status
History: New status	respective status type
History: User	Last name and first name of the processing agent
History: Comment	corresponding Comment, either created automatically by the system (e.g. New, Seen, Call, Callback was initiated) or created by the editor via the Comment field

Typ E-Mail- Shown Actions:

Name	Description
Close	Here you can get back to the parent overview page of the media history
Download	Here it is possible to download the mail received as a media event
Comment	Here it is possible to save a note previously entered in the Comment field, it will then appear in the History field
Send to agent	Here it is possible to send the media event to a previously selected agent
Send to group	Here it is possible to send the media event to a previously selected group
Email with history	Here it is possible to send the media event to the previously entered e-mail address with history
Email without history	Here it is possible to send the media event to the previously entered email address without history

Intoduction:

In the Media History tab, you can find all media events that have been finalized and completed.

Access:

in the portal via the menu: → ACD → Supervisor
im Portal über das Icon in the portal via the 'Supervisor' : Auswahl Reiter Medienhistorieim icon: selection of the media history tab
in Agent Home: Auswahl Reiter Medienhistorieim MiniClient: Auswahl Reiter MedienhistorieMedia History tab selection
in MiniClient: select Media History tab

Angezeigte InformationenShown information:

Name	Description
ACD

Gruppe

Group

Hier wird die ACD Gruppe angezeigt, in der das Medienereignis erstellt wurde

Agenten

Name des Agenten, welcher das Medienereignis zugewiesen bekommen hat

Typ

The ACD group in which the media event was created is displayed here

Agents

Name of the agent who has been assigned the media event

Type

Type of the respective media event, e.g.

Callback
VoiceMail
Chat
Whatsapp
Email
Ticket

Hinweis

Note;

im MiniClient werden die Typ durch Icons dargestellt

in MiniClient the types are represented by icons
Status	final status of the media event, it shows which side has finished the event: Agent side: Done Customer side: Closed by the customer
Received	Date and time of receipt of the media event
Sender	Sender of the media event (phone number, name, mail address

Status

finaler Status des Medienereignisses, er zeigt an, welche Seite das Ereignis beendet hat:

Agentenseite: Fertig
Kundenseite: Durch den Kunden geschlossen

Eingegangen

Datum und Uhrzeit des Eingangs des Medienereignisses

Absender

Absender des Medienereignisses (Telefonnummer, Name, Mailadresse

, etc.)

Benutzerdaten

User Data

UserData (

variabel, je nach Typ des Medienereignisses

variable, depending on the type of media event )

Receiver

z

e.

B. Telefonnummer des Receivers, der das Medienereignis zuletzt bearbeitet hat

Betreff

Betreff aus dem jeweiligen Medienereignis oder Erstellungsgrund

g. phone number of the receiver that last processed the media event
Subject	Subject from the respective media event or creation reason
CRM Link	Link

, welcher im Medienereignis inkludiert ist

included in the media event ( CRM,

Ticketsystem

ticket system,

Mail

mail, etc.)

Aktion

Hier kann das Medienereignis geöffnet werden und durch den Supervisor teilweise bearbeitet werden.

Name	Description
Close	Hier kommt man zurück auf die übergeordnete Übersichtsseite der Medienhistorie
SMS senden	Hier ist es möglich eine SMS an den Absender zu schicken. Voraussetzung: Das SMS Modul ist installiert!
Anrufen	Hier ist es möglich, den Absender direkt anzurufen.
Herunterladen	Hier ist es möglich, die Sprachnachricht lokal herunterzuladen
Abhören per Telefon	Hier ist es möglich, die Sprachnachricht am Telefon abzuhören
Comment	Hier ist es möglich, eine zuvor im Commentfeld eingegebene Notizen zu speichern, sie erscheint dann im Feld History
An Agent senden	Hier ist es möglich, das Medienereignis an einen vorher ausgewählten Agenten zu senden
An Gruppe senden	Hier ist es möglich, das Medienereignis an eine vorher ausgewählte Gruppe zu senden
E-Mail mit Historie	Hier ist möglich, das Medienereignis an die zuvor eingetragene E-Mailadresse mit Historie zu versenden
E-Mail ohne Historie	Hier ist es möglich, das Medienereignis an die zuvor eingetragene E-Mailadresse ohne Historie zu versenden

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Versions Compared

Old Version 12

New Version 13

Key

Name	Description
Received on:Datum und Zeit des eingegangenen Medienereignisses	Date and time of the media event received
ACD Gruppe	Ursprungsgruppe des Medienereignisses
Absender	Absender des Medienereignisses
Group	Origin group of the media event
Sender	Sender of the media event
User data	UserData ( variable depending on the type of media event	Benutzerdaten	UserData ( Variable je nach Typ des Medienereignisses )
Receiver	ze.B. Telefonnummer des , E-Mail-Postfach, Chat Konnektor etc. je nach Typ des Medienereignisses
Betreff	Betreff aus dem jeweiligen Medienereignis oder Erstellungsgrund
Nachricht	Inhalt der enthaltenen Nachricht, z.B. Ursprung ACD Gruppe und Absender
Voice-Mail	Datei mit dem Wav.-File
g. phone number of the , email inbox, chat connector etc. depending on the type of media event.
Subject	Subject from the respective media event or creation reason
Message	Content of the contained message, e.g. origin ACD group and sender
Voice mail	File with the Wav. file
Comment	Field for notes displayed in the history of the media event	Comment	Feld für Notizen, die in der History des Medienereignisses angezeigt werden
History: Datum Date /ZeitDatum und Uhrzeit des jeweiligen BearbeitungsstatusTime	Date and time of the respective processing status
History: Neuer New Status	jeweiliger Statustyprespective status type
History: Benutzer User	Last name and first name of the processing agentNachname und Vorname des bearbeitenden Agenten
History: Commententsprechender	corresponding Comment, entweder vom System automatisch erstellt (z.B. Neue, Gesehen, Anruf, Rückruf wurde eingeleitet) oder durch Bearbeiter über das Commentfeld erstellt either created automatically by the system (e.g. New, Seen, Call, Callback was initiated) or created by the editor via the Comment field