Introduction
When 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.
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.
The two sided arrow 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 |
| 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 |
| 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 | A callback resulting from a dialer campaign call can result in a media event. If there is a match between the caller and the dialer contact, the data from the dialer contact is transferred to this field. |
| E-Mail/Callback | Campaign | A callback resulting from a dialer campaign call can result in a media event. If there is a match between caller and dialer contact, the campaign name is copied to this field |
| E-Mail/Callback | Last Result/Status | A callback resulting from a dialer campaign call can result in a media event. If there is a match between caller and dialer contact, the Last Result and Status data are transferred from the campaign to this field |
| All Event-Typs | Sender | The phone number or mail address of the sender is displayed here. This field can be changed by the agent. |
| Action Button |
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| All Event-Typs | User Data | If data has been queried from a third-party system, it can be displayed here. This field can be changed by the agent. |
| E-Mail/Callback | Receiver | Name of the events receiver. |
| E-Mail/Callback | Subject | This field displays information from the respective media event. |
| the e-Mail adress
| |
| Callback | Message | The message for the agent left by the customer when requesting the callback. |
| All Event-Typs | Comment | An additional comment of the agent who sets the callback |