iService is a customer interaction solution that connects you with your customers. It's designed to facilitate interactions across multiple communication channels and get questions to the right agents at the right time. It sends various notifications to customers and agents to keep everyone informed about the status of their request. All of these questions, answers, and notifications passing through iService are called interactions.
Interaction types and statuses
iService has three groups of interactions: questions, answers, and system notifications. Within each group there are defined interaction types that have preset statuses (e.g., questions are unassigned, then queued, and finally are resolved when an answer is provided). When viewed in customer history, each interaction type has a different colored background.
Every interaction has a created time and a resolved time. The created time is when the interaction is created by iService. When iService retrieves a customer email from a mailbox and converts it into an interaction, the created time is the moment the interaction is created in the database. When an answer is provided by an agent, the status of the question is set to resolved and that becomes the resolved time. iService keeps track of these times for every interaction including answers.
When a question is assigned to an agent, either via get next or by a manager, an unsent response is created for you to begin composing your answer. The time that the assignment occurred will be the created time for your answer, and the time that you send your answer will be the resolved time for the answer.
This is a very important distinction because it affects the interactions included in your search results and reports. When you search for interactions, iService always looks at the created time rather than the resolved time. This is because most searches are for questions, and the most common way to look for a question is based on the date it arrived.
There are a few cases where the created and resolved time will be the same. This only occurs when you create an answer that is not from an assigned question. For example, if you use an action button from the contact summary page to send an agent email or create a note, there is no unsent response created. When you complete your action, the interaction is created immediately. You can see this in the example below for a private note created in the Customer Info section of iService.
When you view an interaction in customer history, search results, or the manage messages page, you're presented the view mode. The view mode shows you all of the details about the interaction and includes a set of common actions that you can take. However, you can't resolve a question or change its status from the view mode. Once a question has been resolved, the only mode available is the view mode.
1.The view mode provides action buttons so you can create an agent email, note, ticket, or forward a copy of the interaction to an email address. These actions become part of the case history for the interaction that you're viewing.
2.If you're a manager, unassigned questions will show a "Get This" button. You can click this button to assign the message to yourself, regardless of who it's currently assigned to. If the question is already assigned to you, you'll see an answer button here (regardless of your user type).
3.The more button offers four additional actions: show status audit, show full case, display plain text, and a print button.
The action mode is displayed when you're composing an answer to a question. Type your response in the rich text editor and then select an action from the menu on the top of the page. The My Message Inbox page only shows the action mode because it only displays questions that are already assigned to you. In all other pages that display questions (such as customer history, interaction search results, and the manage messages pages), you must use the "Get This" or "Answer" button to display the action mode.
There are three tabs between the action buttons and the draft body. The default tab shows the header information for your response, and includes an option for adding file attachments. if the original question included addresses in the CC line, an icon will be presented next to that field.
The Details and Attachments tab shows the header information for the incoming question as well as details about its status. Any file attachments from the original question are shown in this tab. If the question has attachments, a red dot and a tooltip appears in the right corner of the tab.
The interaction properties tab only appears if there are properties available for the interaction. If any values have been set for properties, a red dot and a tooltip appears in the right corner of the tab. Properties that are required have a red label, and must be entered before the interaction is resolved.
For an explanation of each action available, see the sections below.
Every interaction has a "Details and Attachments" section that lists information about the interaction. This information is available in the view mode and action mode.
1.It's important to know if an interaction has file attachments. a red dot is added to this tab when the interaction has attachments.
2.An icon is shown to differentiate between questions, answers, and system notifications. The name of the customer or agent will be shown directly below the icon.
3.The From and To email address details are shown here. Form submissions will show the topic instead of an email address.
4.Details about the interaction such as its ID, assignment, interaction type and status are shown here.
5.File attachments are listed here. Click one of the links to download the file to your computer.
There are times when you need to view the original email that was sent to iService. For example, you might need to view the message headers or HTML content that didn't convert properly in the Rich Text Editor. To download the original email, click the icon next to the Customer Email label.
Interaction properties are used to capture additional information about an interaction. Every topic can have their own set of properties that are appropriate for its conversations. For instance, you might capture the browser type for technical support questions. Or, you could capture the reason for a product return request.
The interaction properties panel is shown in the View Mode as well as Action Mode. The interaction properties panel will only appear if the topic for the interaction has properties configured, or a value was set for a property from another topic. If there are values set for any property, a red dot and tooltip will appear in the tab as shown below.
Some interaction properties are configured to be "Required." These are shown in red and must be populated before the interaction can be resolved. When a required interaction property is not set, the label on the Interaction Properties tab is displayed in a red font.
There are three types of interaction properties associated with conversations: case, question, and answer. The question and answer properties are displayed accordingly depending upon the type of interaction you are viewing. They have a single value that is directly associated with the individual interaction.
Case properties, on the other hand, are not associated with a single interaction in the case. They are used to describe the entire conversation and there is a single value in the database not associated with any specific interaction. When viewing the Full Case for an interaction, the case properties are shown above the list of interactions in the case. For example, an order number or account number will not change during the conversation. A single value is used for all parts of the conversation.
The Full Case view
To summarize, here are the scenarios for properties and how the properties tab is displayed in each.
There are no interaction properties available
When there are no interaction properties available, we do not display the tab at all.
There are interaction properties available, but no values set. None of the properties are required.
When there are interaction properties available, but no values are set, the tab is displayed with the standard label. This assumes there are no required properties.
There are values set for an interaction property
Since the interaction properties tab is not shown by default, agents need to be alerted when there are values present. For example, the customer may have indicated the priority of the question is urgent. When values are present, a red dot and tooltip is shown on the tab.
There are required interaction properties with no value set
When there are required interaction properties that haven't been set, the agent will not be able to resolve the interaction. In this scenario the label for the interaction properties tab is shown in a red font. Once a value is set for the required property, the label returns to the normal color. If you attempt to resolve the interaction without values for the required properties, the follow error will be displayed and the Interaction Properties tab will be selected so you can set the property.
Error when attempting to resolve an interaction without setting required properties
You can learn more about interaction properties in the configuring interaction properties section.
A Variables & Stock responses menu is available for most pages that include a rich text editor.
Variables are used to insert values into your composition. They include contact properties, answer properties, links, and a Today variable. You should preview your answer to ensure the expected result before sending a response with variables.
Stock Responses are pre-written text that can be quickly placed into an answer. There are two types of stock responses: segment and agent.
Segment stock responses are shown to all agents when composing answers. These can be created by a manager or above on behalf of agents (using the Stock Response Settings page for your Segment). You can also create your own agent stock responses that will only be displayed to you. Only responses associated with the segment of the interaction being edited, and your personal responses, are shown.
Private comments are saved with your answer but are only viewable by other agents. The contact will not see your private comments. When composing an answer, the private comments panel is below your response body.
Since most interactions don't have private comments, the private comments tab is only shown in view mode if comments exist. If comments exist for an interaction, they are displayed in a separate tab as shown below.
iService keeps track of every status change for every interaction. Status changes include the following.
•Changes to the assigned agent
•Status changes, such as going from queued to resolved
You can view the status audit for any interaction by toggling the panel from the more actions menu.
Let's take a look at a common scenario and how to interpret its status audit.
In our example, we create an Agent Ticket and assign it to an agent during creation. The original assigned agent is unable to answer the question, and unassigns it so it can be answered by someone else. Finally, an agent takes the question and sends an Agent Response. The case view for this is below. It shows the question and the answer.
Status audit for the question
The status audit for the Agent Ticket in this scenario is shown below
1.This row shows when the interaction was created. We can see that it was created by the e-Shop administrator in the Customer Info page. The agent selected the Orders topic for the question. The question was assigned to agent Carrie Rawlings (contact ID 125) by the e-Shop Administrator when he created the Agent Ticket. That assignment set the status to Queued.
2.This row shows that agent Carrie Rawling viewed the question in their My Message Inbox page (My Queue), and then used the Unassign Question action to remove themselves. This set the status to Unassigned and the Assigned To agent as blank. The ID of the question that was unassigned is shown (43042).
3.A new agent, Michael Holt, then retrieved the question using the Get Next button. If the question had been assigned to Michael by another agent, that agent would be shown in the modifier column. This action set the status to Queued and the Assigned To agent as Michael.
4.Michael then sent an Agent Response using the Send button. The status audit shows that the ID of the answer is 43043. The status of the question was set to Resolved when the answer was sent.
Status audit for the answer
The agent response in the example above also has its own status audit. Agents can compose draft responses (Unsent Response), and save them for later or assign them to other agents for completion. Therefore, the answer has a life of its own just like the question. In this example, the status audit for the agent response is shown below.
1.The first row of the status audit shows when the composition for the answer was first created. In our example, the question was assigned to someone else (Carrie Rawling) before it was taken by Michael. The response was created when Carrie loaded it in the My Message Inbox at 9:08 AM. This occurred in step two of the question above. That action is shown in the status audit for the question and the answer.
2.The second row shows that Michael used the send button to create the agent response at 9:12 AM. The ID of the question (43042) that the answer was used to resolve is shown in the action details.
Although there are many actions and scenarios displayed in status audits, they all follow this pattern.
iService uses a message threading process to construct cases for your conversations. Questions, answers, and notifications are combined into a single view so you can better understand all aspects of the conversation. You can see a summary of all cases for a contact in their contact history page.
You can also see the full case view for any interaction by toggling the panel from the More actions menu.
The Show Full Case toggle
Access control for interactions
Access to interactions is controlled at the segment level. Every interaction is associated with a topic, which is within a segment. Agents are only allowed to view interactions in their assigned segments. Search Interaction results and Customer History will only display interactions that are in segments that an agent can access. Segment Access for agents is set in the Agent Admin page.
Interactions assigned to an agent are an exception to this business rule. Agents are allowed to view interactions in their My Message Inbox that have been directly assigned to them. This scenario can occur when an assigned message is moved by a manager to another segment. If the message is assigned prior to the segment change, the agent will still be able to view and act on the message.
If you need to keep interactions private, you should create a segment to contain them and grant access to agents as needed.
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