Every conversation belongs to a ticket; conversations about the same matter share one. The Tickets module shows the entries of these tickets: calls, emails, faxes and chats, newest first. A ticket’s number appears, for example, in the subject of every reply email, preceded by an abbreviation such as “MYCC”.
The history on arrival
When a conversation rings, the module immediately looks up its history:
- If it already belongs to a ticket, the module shows all entries of this ticket.
- Otherwise it searches for the other party: for calls by the phone number, for emails and faxes by the address, for chats by the name the customer entered.
If you switch to another email or chat, the module shows its history. When a conversation has ended, the display stays as it is. With Run last ticket search after conversation ends under Settings › Special settings, the module instead repeats the last search you ran yourself.
Searching
The Search tab contains the search fields:
| Field | Content |
|---|---|
| Start, End | The period. Both days count in full; you can search a single day. |
| Tickets | Ticket numbers, separated by commas — only the digits, without the abbreviation in front. |
| Contact(s) | Phone number, name or email address of the other party. |
| Skill, Language, Conversation Type | Restrictions; you can check several entries. |
You start the search with Find, with Enter in the Contact(s) field or with the Search keyboard shortcut. Without a period, it returns the newest entries.
- A contact must match exactly. For part of a number or name, use “%” as a placeholder for any characters, for example “%4711” for all numbers ending in 4711.
- For each channel, the search returns at most the 100 newest hits. Narrow down the period if you are looking for older entries.
- The search only finds emails once they have been completely handled.
- You find your own conversations and those that no agent accepted. If your profile allows Find all conversations, you also find your colleagues’ conversations.
Three buttons run targeted searches: Recordings finds calls with a recording, Unprocessed voicemails the voicemails that are still open, Voicemails all of them.
View
On the View mode tab, you choose between Card view and List view. The Agent remembers your choice on this computer.
- In Card view, each entry is a card. Its title shows the channel — for a threatening call, Threatening call — and the ticket number; the icon shows whether the entry was inbound or outbound. A search field above the cards filters as you type.
- List view shows the same information as columns.
Each entry includes the start and end, conversation type, skill, language, the agent, the other party, for emails the subject and a preview, for callbacks the callback time and the number of attempts, and for recordings and voicemails their length.
Opening content
| Double-click on | What happens |
|---|---|
| The phone number | The Agent calls it — with the skill and language of the entry. A single click copies it. |
| The icon under Transcription | Opens the content: an email or a fax in the Email window, a chat with its history, for a call the transcript in the Transcription window. Via the language menu, you can have the content translated into one of your languages. |
| The icon under Record or Voicemail | Plays the recording or the voicemail — see Listening later. |
| The icon under Save Audio | Saves the recording or the voicemail as a file — see Saving as a file. |
From the Email window, you reply to an earlier message — see Replying to an earlier email.