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
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Displays
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All Aging Emails
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All emails you can see that have been open longer than 24 hours.
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All Aging Voicemails
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All voicemails you can see that have been open longer than 24 hours.
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All Callbacks
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All web callbacks and callbacks you can see.
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All Emails
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All emails you can see.
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All Inbound Calls
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All inbound calls you can see.
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All Inbound Emails
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All inbound emails you can see.
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All Outbound Calls
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All outbound calls you can see.
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All Outbound Emails
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All outbound emails you can see.
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All Transfers
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All transfers you can see.
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All Voice Calls
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All phone calls.
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All Voicemails
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All voicemails.
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All Web Callbacks
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All Web callbacks you can see.
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My Communications Inbox
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All customer interactions currently assigned to you. No new, uncompleted emails appear in this list.
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My Calls Inbox
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Incomplete calls assigned to you.
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My Voicemails Inbox
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Incomplete Voicemails assigned to you.
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Recently Completed Communications
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All communications you have recently completed.
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Recently Completed Calls
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Calls you have recently completed.
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Recently Completed Emails
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Emails for which you have sent a reply.
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Recently Completed Voicemails
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Voicemails you have recently completed.
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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.
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