The Manage Messages page lists the unresolved questions and proposed answers waiting for approval for all the segments that you can access. It includes a mass update panel that allows you to take actions on multiple messages at once. The page shows all topics in a topic tree in the left side of the page for every segment that you've been granted segment access. Select the topics that you need to monitor from the Topic List to display their messages in the message list to the right.
The page updates in real-time as changes occur (new messages arrive, messages are answered, messages are assigned, etc.), so there is no need to reload the page to see changes. If your tenant has color coding configured for service levels, the date column will change color to show messages that are beginning to exceed your specified time frames.
NOTE: If your tenant is receiving a high volume of incoming questions (new question every 60 seconds) you may notice your answer panel moving as you are trying to compose your response when using the "Get This" button. This is because new rows are being added above your selected message. There are two workarounds for this scenario. You can sort the message list in ascending order instead of the default descending order. This will cause new messages to appear below your selected interaction. The other option is to use the mass update panel to compose your response.
The manage messages page is a customized search result. You can reproduce the same lists as the manage messages page using the Search Interactions page. The searches used to select messages are shown below.
The questions shown in the manage messages pages are selected using the following Search Interactions query: [interaction type = customer email OR customer ticket OR agent ticket] AND [interaction status = unassigned OR queued]
The proposed answers shown in the manage messages page are selected using the following search.
[interaction type = agent response OR agent email] AND [interaction status = pending]
The manage messages page has three sections: the topic list, the mass update panel, and the message list. The mass update panel is described in the section below. Selecting a topic on the left will show a listing of all unanswered questions in the Message List panel to the right.
The topic tree is designed to provide a quick view of the status of your message queues.
1.By default, the Show My Topics switch is turned on, which limits the display of topics to those that match your skills. You can see all topics in all segment that you can access by turning off this switch.
2.Sometimes you need more rooom when composing answers. Click the hamburger button at the top of the topic list to collapse this panel to the left. On mobile display, the panel will collapse up instead of to the left.
3.Click the topics that you want to monitor. Or, use the Select All check box to choose every topic.
4.There are four columns listed for each topic. These columns tell you the number of agents available with the appropriate skills, questions that have not been assigned, questions that are assigned, and proposed answers waiting for review.
5.Private topics are shown in red. These topics are only viewable by agents. Questions and answers in these topics are not viewable by the customer.
6.If you hover over the number of agents, iService will display the names of all agents logged in for this queue in a tooltip.
7.The number of unassigned questions is shown in red, while the other columns use the standard color.
The Mass Update panel displays the actions from the Action Mode split into two panels. The actions that can be used without composing a response are shown separately in the panel heading. These actions have been pulled out separately so that you can perform mass updates without needing to expand the panel. The number of items you've selected for mass update are shown in the panel.
The collapsed mass update panel
If you need to compose a response, first select your messages and then expand the composition panel as shown below. The action buttons are disabled until an interaction is selected.
The message list shows all of the unresolved questions for the topics that you've selected. The list uses a datatable that you can be sorted, filtered, and altered as needed. See the Working With Datatables chapter for information on datatable features.
Use the Column Visibility button to select the columns to display. You can include any interaction property, like Priority, as a column in the message list. A special value, Due Date, can also be added to your view. The Due date is the creation time of the question plus the lowest service level to that is relevant for the question.
When you expand a row in the message list, iService displays the view mode of the question.
You can set custom colors and time frames for tracking your service levels in the Agent Interfaces settings page. The colors specified for each time bucket are used to color the Date column.
The Manage Messages page lists the unresolved questions and proposed answers waiting for approval for all the segments that you can access. It includes a mass update panel that allows you to take actions on multiple messages at once. The page shows all topics in a topic tree in the left side of the page for every segment that you've been granted segment access. Select the topics that you need to monitor from the Topic List to display their messages in the message list to the right.
The Manage Messages Page Layout
