Filtering historical interactions (WEB)
- All—All interactions.
- Handled—All interactions to which the agent has replied or transferred from reply mode.
Note:
For email, the Handled folder displays only the original, inbound emails
- Sent—All outbound emails and SMS interactions and agent replies to email interactions.
- No Reply—Contains email and SMS interactions designated as needing no reply, such as out of office messages.
- Junk—Contains email and SMS interactions designated as Junk.
- Failed—Contains voice, email, chat, SMS, and open media interactions that were unable to route.
Historical interactions can also be limited to interactions you have handled or sent display, rather than all interactions for the queues you handle.
Supervisors can filter all the interactions by type and also view the interactions that are being handled by agents and are in agent’s Inbox, or put on hold, or are in draft state. This gives the supervisor a better visibility into the interactions that are being handled by the agents.
- Inbox—All interactions that are in the Inbox state.
- Hold—All interactions that agents have put on hold.
- Draft—All interactions that are in the Draft state. Supervisors can further view the type of draft state: New Draft, Inbox Draft, Hold Draft, or Forward Draft
- Supervisors will not be able view agents’ SMS interactions that are in Draft state.
- Agents will be able to Reply and Reply All to the email interactions that are in Handled, Sent, No Reply, and Junk historical states.
- Agents will not be able to Reply and Reply All to the email interactions that are in Inbox and Failed historical states.
The interactions contained in each filter can be searched for more specific interactions. For more information, see "Searching Ignite".
- Filter historical interactions
- Limit displayed interactions to your items
- Click History.
- Select the Filter.
- Click History.
- Select Only show my items.
The agent who has worked last on a particular call gets the ownership of the calls and is displayed in that agent’s call history when the Only show my items option is checked.
For example, if Agent A answers a call and then transfers to Agent B, this call is not displayed in Agent A’s history if the Only show my items option is checked. It is displayed in Agent B’s history when the Only show my items option is checked.