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Communication Homepage

The Communication Homepage is the starting point for managing customer interaction. This page provides a window to information relevant to you and contains several sections:

Inbox Section

The Inbox section lists all customer interactions currently assigned to you for the channel you have chosen in the sub tabs (Calls, Voicemail, or Email). For a description of the fields (columns), see Wrapping Up Communication Activities.

Communications Lists Section

The Communications Lists section displays this information:

  • Communications Lists. The first 10 filtered lists. Filtered lists are subsets or groups of customer interactions (activities) that allow you to limit the number of communications to work with at a time.

    The application comes with a set of standard lists, arranged in alphabetical order. All standard lists are public and visible to everyone. You will see all Activity Lists, including Calendar Lists.

    The following table describes the Communication standard lists.

    This Activities List

    Displays

    All Aging Emails

    All emails you can see that have been open longer than 24 hours.

    All Aging Voicemails

    All voicemails you can see that have been open longer than 24 hours.

    All Callbacks

    All web callbacks and callbacks you can see.

    All Emails

    All emails you can see.

    All Inbound Calls

    All inbound calls you can see.

    All Inbound Emails

    All inbound emails you can see.

    All Outbound Calls

    All outbound calls you can see.

    All Outbound Emails

    All outbound emails you can see.

    All Transfers

    All transfers you can see.

    All Voice Calls

    All phone calls.

    All Voicemails

    All voicemails.

    All Web Callbacks

    All Web callbacks you can see.

    My Communications Inbox

    All customer interactions currently assigned to you. No new, uncompleted emails appear in this list.

    My Calls Inbox

    Incomplete calls assigned to you.

    My Voicemails Inbox

    Incomplete Voicemails assigned to you.

    Recently Completed Communications

    All communications you have recently completed.

    Recently Completed Calls

    Calls you have recently completed.

    Recently Completed Emails

    Emails for which you have sent a reply.

    Recently Completed Voicemails

    Voicemails you have recently completed.

    For information on creating these lists, see Working with Lists.

  • Manage Lists. Link that takes you to the page where you can review the entire list of created filtered lists, create a new list, or delete one. The list of filtered lists on the Manage Lists page includes the standard ones, however you cannot edit or delete them. However, those standard lists appear in the drop-down list on the Activities Lists page.

Recently Completed Communications Section

The Recently Completed Communications section lists your most recently completed interactions. For a description of the fields (columns), see Wrapping Up Communication Activities.

  • Show Full List. Link for expanding the list of most recently completed communications. This displays a full page of records which you can scroll through page by page.

Related Topics

About Call Center On Demand

Steps for Call Center On Demand


Published 05/11/2007