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- The source of the SMS; that is, the phone number the SMS was sent from (SMS from +441234567890).
- The first part of the most recent message (for example, Hello, I'm trying to find out where my order is. I w...).
- How long ago the last message was delivered (for example, 28s ago).
- The name of the queue that the SMS was routed through (SMS).
- The reporting group associated with interaction plan the SMS was routed through (Agent Workspace SMSs). For information about reporting groups, see How do I create a new interaction plan? in Using Interaction Plans Manager.
- Where applicable, the number of unread messages.
- Where applicable, a badge to show that the chat is new and hasn't yet been selected (opened)
or that the interaction is in a wrap state
New email
(image)
Selected email
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Email with unread messages
(image)
In the interaction card in the conversation log for an email, the interaction log displays the following information:
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Waiting interactions
The number of each type of interaction waiting in the queue appears at the bottom of the conversation log. The numbers refresh approximately every ten seconds.
When an agent reduces the width of the conversation log panel below a certain threshold, waiting interactions are displayed in a condensed view.
If no data is available, dashes appear alongside the interaction types.
Conversation window
The conversation window shows information about the interaction selected in the conversation log. Agents can also perform various actions within the conversation window. The information displayed and actions the agent can perform varies between different types of interaction.
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Agents can reply to and log a chat. For information, see Receiving and responding to chats in Agent Workspace or Logging an interaction in Agent Workspace.
Emails
Information about emails in the conversation window is .........
Example email
(image)
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For information about how agents can work with interactions, see Working with interactions in Agent Workspace.
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