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Introduction: In the Media History tab, you can find all media events that have been finalized and completed. Access:
Information displayed:
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:
Type Voicemail - Actions displayed:
Type Callback Type Callback - Displayed information :
Type Callback - Shown Actions:
Type Chat Type Chat - Information displayed:
Type Chat- Shown Actions:
Typ WhatsApp Type WhatsApp - Shown information:
Type WhatsApp - Shown Actions:
Type EMail Type E-Mail- Shown Information:
Typ E-Mail- Shown Actions: Typ Chat/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 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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.g. e-mail address | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Subject | Subject from the respective media event | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Here is a short info with the sender address and the subject | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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 | History: User | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Name | Description | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Close | Here you can get back to the superordinate overview page of the media history | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Download | Here it is possible to download the mail received as a media event | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
C | 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 |
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 groupHere 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
- in the portal via the 'Supervisor' icon: selection of the media history tab
- in Agent Home: Media History tab selection
- in MiniClient: select Media History tab
Shown information:
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
- Ticket
Note; 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, etc.)
User Data
UserData ( variable, depending on the type of media event )
Receiver
e.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 included in the media event ( CRM, ticket system, mail, etc.)
Action
Here the media event can be opened and partially edited 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
Type Voicemail - 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 )
Receiver
e.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
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
Type Voicemail - 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.
Download
Here it is possible to download the voice message locally
Listening by phone
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
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 - 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 )
Receiver
e.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
Comment
Field for notes displayed in the history of the media event
History:
Datum /Zeit
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 the editor via the 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
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/ WhatsApp
Typ Chat/WhatsApp - Shown Information:
Name
Description
name:
Date and time of the media event received
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 )
Receiver
e.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
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
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 |
Sv translation | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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Einführung: Im Reiter Medienhistorie sind alle Medienereignisse zu finden, die final bearbeitet und abgeschlossen sind. Zugang:
Angezeigte Informationen:
Medienereignisse Detailansicht: Wenn man in der Übersicht unter Aktion auf Öffnen klickt, sieht man das entsprechende Medienereignis im Detail: Typ Voicemail Typ Voicemail - Anzeigte Informationen:
Typ Voicemail - Angezeigte Aktionen:
Typ Callback Typ Callback - Anzeigte Informationen:
Typ Callback - Angezeigte Aktionen:
Typ Chat Typ Chat - Anzeigte Informationen:
Typ Chat- Angezeigte Aktionen:
Typ WhatsApp Typ WhatsApp - Anzeigte Informationen:
Typ WhatsApp - Angezeigte Aktionen:
Typ EMail Typ E-Mail- Anzeigte Informationen:
Typ E-Mail- Angezeigte Aktionen:
Einführung: Im Reiter Medienhistorie sind alle Medienereignisse zu finden, die final bearbeitet und abgeschlossen sind. Zugang:
Angezeigte Informationen:
Medienereignisse Detailansicht: Wenn man in der Übersicht unter Aktion auf Öffnen klickt, sieht man das entsprechende Medienereignis im Detail: Typ Voicemail Typ Voicemail - Anzeigte Informationen:
Typ Voicemail - Angezeigte Aktionen:
Typ Callback Typ Callback - Anzeigte Informationen:
Typ Callback - Angezeigte Aktionen:
Typ Chat/ WhatsApp Typ Chat/WhatsApp - Anzeigte Informationen:
Typ Chat/WhatsApp - Angezeigte Aktionen:
Typ EMail Typ E-Mail- Anzeigte Informationen:
Typ E-Mail- Angezeigte Aktionen:
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