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<translate>= Search & Preview Records Interface = | <translate>= Search & Preview Records Interface = | ||
| − | ''Search & Preview Records'' (formerly known as Case and Contact Management) is where cases and contact records are located, as well as a search bar that allows you to | + | ''Search & Preview Records'' (formerly known as Case and Contact Management) is where cases and contact records are located, as well as a search bar that allows you to find what you're looking for quickly and easily. The following is an overview of what you will see in this section of Agent Desktop. |
== Main Page == | == Main Page == | ||
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== Search Bar == | == Search Bar == | ||
| − | Located at the top of the section, the search bar is accessible whether you are on the [[#Main_Page|main page]], looking in a [[#Contact_Record|contact record]], or at [[#Cases|cases]]. For more information about the types of searches you can conduct, see [[Agent-guide/Tutorials/Search/AdvancedSearch|Advanced Search]]. | + | Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the [[#Main_Page|main page]], looking in a [[#Contact_Record|contact record]], or at [[#Cases|cases]]. For more information about the types of searches you can conduct, see [[Agent-guide/Tutorials/Search/AdvancedSearch|Advanced Search]]. |
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== Contact Records == | == Contact Records == | ||
| + | Contact records are the entries in your contact center's database of saved customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs. | ||
| + | Contact records contain the following buttons, which are accessible from any contact record tab: | ||
| + | * The '''link''' [[File:Link-Contact-Button-53.PNG|35px]] button copies a sharable link of the contact to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the contact with other agents or supervisors in your contact center. | ||
| + | * The '''Edit''' [[File:Edit-Contact-Button-53.PNG|55px]] button allows you to edit the [[#Details_Tab|details]] of the contact record. | ||
=== Details Tab === | === Details Tab === | ||
| + | When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center. | ||
| + | |||
| + | If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the '''Augment''' [[File:Augment-Contact-Button-Details-Tab-53.PNG|125px]] button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see [[Agent-guide/Tutorials/Contacts/HowtoAddtoanExistingContact#Contact_Augmentation|How to Add to an Existing Contact]]. | ||
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=== Activities Tab === | === Activities Tab === | ||
| + | The Activities tab displays all activities that happened in your contact center related to a given contact; logged activites display information such as the time an activity occurred, what agent was involved, any [[Agent-guide/Tutorials/Calls/HowtoEnterDispositionsandNotes|disposition]], and subject and/or notes. | ||
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=== Pending Tab === | === Pending Tab === | ||
| + | The Pending tab displays any cases related to the contact that have been assigned a [[Agent-guide/Work/CasesEmail/CaseStatus#Pending|Pending]] status. Additionally, it is possible to select the [[Agent-guide/Work/CasesEmail/MyCasesInterface#Case_View_Panel|link button]] in order to copy and paste a link to the case. For more information, see [[Agent-guide/Work/CasesEmail/CaseStatus|Case Status]]. | ||
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=== Cases Tab === | === Cases Tab === | ||
| + | The Cases tab displays [[Agent-guide/Work/CasesEmail/CasesEmailandThreads|cases]] that have been created for the contact. Additionally, it is possible to select the [[Agent-guide/Work/CasesEmail/MyCasesInterface#Case_View_Panel|link button]] in order to copy and paste a link to the case. For more information about cases, see [[Agent-guide/Work/CasesEmail/CasesEmailandThreads|Cases, Email, and Threads]]. | ||
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[[File:Cases-Tab-53.PNG|800px|thumb|center|All cases]] | [[File:Cases-Tab-53.PNG|800px|thumb|center|All cases]] | ||
| + | |||
| + | |||
| + | Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be [[Agent-guide/HowtoCreateNewCases|created manually]] in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. The Cases interface contains the following buttons and filters. | ||
| + | |||
| + | === Spam button === | ||
| + | The '''spam''' [[File:My-Cases-Spam-Button-53.PNG|50px]] button removes the selected cases from this section. Note that this button does not function as a spam filter; spam filters are managed by your contact center's administrators. | ||
| + | |||
| + | === Trash button === | ||
| + | The '''trash''' [[File:My-Cases-Trash-Button-53.PNG|35px]] button deletes cases. Note that this button is available for supervisors only. | ||
| + | |||
| + | === Case Filters === | ||
| + | The following filters are available for cases. | ||
| + | |||
| + | ==== Case Status ==== | ||
| + | The Case Status filter allows you to sort cases per assigned Status. For more information, see For more information, see [[Agent-guide/Work/CasesEmail/CaseStatus|Case Status]]. | ||
| + | |||
| + | |||
| + | [[File:Case-Status-Filter-53.PNG|800px|thumb|center|Case Status filter]] | ||
| + | |||
| + | |||
| + | ==== Case details ==== | ||
| + | The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by '''ascending/descending''' order by clicking the grey triangle [[File:My-Cases-Ascend-Descend-53.PNG|26px]]. For more information, see [[Agent-guide/Work/CasesEmail/MyCasesInterface|My Cases Interface]]. | ||
| + | |||
| + | |||
| + | |||
Revision as of 21:49, 6 February 2019
<translate>= Search & Preview Records Interface = Search & Preview Records (formerly known as Case and Contact Management) is where cases and contact records are located, as well as a search bar that allows you to find what you're looking for quickly and easily. The following is an overview of what you will see in this section of Agent Desktop.
Main Page
The main page of Search & Preview Records comprises the three features of the section: the search bar, contacts, and cases. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the Open 
button or double-clicking on the record. Additionally, you may add a contact by clicking the Create 
button or remove a contact by clicking the Delete 
button.
Search Bar
Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the main page, looking in a contact record, or at cases. For more information about the types of searches you can conduct, see Advanced Search.
Contact Records
Contact records are the entries in your contact center's database of saved customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs.
Contact records contain the following buttons, which are accessible from any contact record tab:
- The link
button copies a sharable link of the contact to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the contact with other agents or supervisors in your contact center. - The Edit
button allows you to edit the details of the contact record.
Details Tab
When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center.
If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the Augment 
button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see How to Add to an Existing Contact.
Activities Tab
The Activities tab displays all activities that happened in your contact center related to a given contact; logged activites display information such as the time an activity occurred, what agent was involved, any disposition, and subject and/or notes.
Pending Tab
The Pending tab displays any cases related to the contact that have been assigned a Pending status. Additionally, it is possible to select the link button in order to copy and paste a link to the case. For more information, see Case Status.
Cases Tab
The Cases tab displays cases that have been created for the contact. Additionally, it is possible to select the link button in order to copy and paste a link to the case. For more information about cases, see Cases, Email, and Threads.
Cases
Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. The Cases interface contains the following buttons and filters.
Spam button
The spam 
button removes the selected cases from this section. Note that this button does not function as a spam filter; spam filters are managed by your contact center's administrators.
Trash button
The trash 
button deletes cases. Note that this button is available for supervisors only.
Case Filters
The following filters are available for cases.
Case Status
The Case Status filter allows you to sort cases per assigned Status. For more information, see For more information, see Case Status.
Case details
The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle 
. For more information, see My Cases Interface.
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