IntroductionWhen you click the Media History table on the agent's home page, the logged-in agent can see all its media events and their history.
Using the filter function, it is possible to search for results in the individual columns. For this purpose, it is important that the respective column has been previously selected and
to search for the string by specifying the % sign. If you want to delete the filter, use the "x" next to the filter and all results in the table will be displayed again. For the Type and Status fields, there is the peculiarity that you have to search for the ID (see table below)
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.
Possible entries in the Type field:| Event type | Origin | ID (use for filter) |
|---|
| Callback | Hangup on hold, rule scenario, manually created, from IVR | 3 | | Voice message | Rule scenario, from IVR | 1 | | e-mail | from external e-mail system | 5 | | Fax | from external fax | 2 | | SMS | external SMS provider | 4 | | Chat | Website with chat connector / external chat program | 7 | | Ticket | Connection of an external ticket system, ticket generated from IVR | 6 | | WhatsApp | external WhatsApp provider | 7 |
Possible entries in the Status field:| Status | Meaning | ID (use for filter) |
|---|
Chat Closed | Event closed by an action of the customer or agent | 98 | | Done | Case closed by the agent ( only viewable in media history ) | 99 |
After the Open action, the following fields are displayed - there are differences depending on the media event type:| Event-Typ | Column | Content / Meaning |
|---|
| All Event-Typs | Received | Date / Time | | All Event-Typs | ACD Group | ACD Group in which the media event was created / distributed. | | E-Mail/Callback | Dialler Contact | ??? | | E-Mail/Callback | Campaign | ??? | | E-Mail/Callback | Last Result/Status | ??? | | All Event-Typs | Sender | The phone number or mail address of the sender is displayed here. | | All Event-Typs | User Data | If data has been queried from a third-party system, it can be displayed here. | | E-Mail/Callback | Receiver | Name of the events receiver. | | E-Mail/Callback | Subject | This field displays information from the respective media event. | | E-Mail | Email - Action Download
- Action Answer Download
| the e-Mail adress - Download of the E-Mail
- Download the answer-Mail
| | Callback | Message |
| | All Event-Typs | Comment |
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