PEC-AD/Current/Agent/ADRelated - Revision history

WikiSysop at 15:47, August 30, 2022

2022-08-30T15:47:15Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:57Z

WikiSysop at 14:30, May 24, 2022

2022-05-24T14:30:52Z

Mwest: Published

2022-03-01T19:08:08Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Related interactions
|TocName=Related interactions
|Context=The Related tab contains a list of all the email interactions that are part of a single conversation related to the current interaction. Select an interaction to display its contents.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Section={{Section
|sectionHeading=Related tab in the Email interaction view
|anchor=Email
|alignment=Horizontal
|Media=Image
|image=GAPI_900_Related_tab_Overview.png
|AltText=The three main components of the Related tab: sortable cards; Details, Note, and Case Data view; and Quick Search.
|structuredtext=The '''Related''' tab is part of the interaction view. It might not be available in all environments.

The '''Related''' tab enables you to access all the interactions that are related to a single conversation. Sometimes multiple email interactions are created in the handling of a single case. Multiple individuals, both within and outside your organization, might also contribute to a single conversation.

The '''Related''' tab displays all the email interactions related to the current email interaction as cards containing information about each related interaction, including business attributes. Next to the title of the tab, the number of related interactions is specified in brackets. If there are ten or more related interactions, the number 9+ is displayed.

The '''Related''' tab comprises three main components:
# A sortable card view
# The Details, Note, and Case Data view
# Quick Search

|structuredtextwide=
===Sortable card view===
The Related interactions list view contains a sortable list of interaction "cards". Each card contains information about the type and status of the interaction, the subject, date and time, origin, tags, and who last processed it.

The currently active interaction is displayed in bold text in the interaction card that represents it.

[[File:GAPI_900_Related_tab_Sortable_Card_View.png|The Related tab related interactions sortable card view.|alt=The Related tab related interactions sortable card view.|300px]]

Click the '''Select this interaction''' check box next to an interaction to select it. Buttons for available actions for the selected interaction are enabled.

Click the '''Select all''' check box to select all interactions. Buttons for available actions for the selected interaction are enabled.

Click '''Open''' ([[File:GAPI_900_Open_Selected_Interaction_Button.png|Open selected interaction button.|alt=The Open selected interaction button.|link=]]) to open the selected interaction for editing or handling. Your account might be set up to enable you to open multiple interactions simultaneously.


Click '''Print''' ([[File:GAPI_900_Email_History_View_Print_Button.png|Print button.|alt=The Print selected interaction button.|link=]]) to {{Link-SomewhereInThisManual|topic=ADemail|anchor=EmailPrint|display text=Print}} the selected email interaction.

Click the '''Sort by attributes''' menu to select one of the available interaction attributes such as '''StartDate''', '''ProcessedBy''', or other standard and custom attributes. Your contact center administrator determines the list of available sort attributes.

The sort order buttons display the current sort order, either ascending order ([[File:GAPI_900_Related_tab_Sort_Ascending_Button.png|The Sort Descending button.|alt=The Sort Decending button.|link=]]) or descending order ([[File:GAPI_900_Related_tab_Sort_Descending_Button.png|The Sort Ascending button.|alt=The Sort Ascending button.|link=]]). Click the button to change to the opposite sort order.

To ensure that you are viewing the latest changes to the related interactions, click '''Refresh''' ([[File:GAPI_900_Related_tab_Refresh_Button.png|The Refresh button.|alt=The Refresh button.|link=]])

===Details, Note, and Case Data view===
The Related interactions details panel includes the '''Details''', '''Note''', and '''Case Data''' tabs for the highlighted interaction in the Related interactions list view.

====Details====
The '''Details''' tab displays the content of the original interaction along with detailed information including subject, contact name, from, to, and the date. Click the contact name in the '''Details''' tab to open the '''{{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=find|display text=Contact Directory}}''' tab and search for the contact.

[[File:GAPI_900_Related_tab_Details_tab.png|The Related tab Details tab.|alt=The Related tab Details tab.]]
====Note====
The '''Note''' tab displays any Note content added to the original interaction. You might have to refresh the view to see updates to this tab.

[[File:GAPI_900_Related_tab_Note_tab.png|The Related tab Note tab.|alt=The Related tab Note tab.]]
====Case Data====
The '''Case Data''' tab displays the case information of the original interaction. You might have to refresh the view to see updates to this tab.

[[File:GAPI_900_Related_tab_Case_Data_tab.png|The Related tab Case Data tab.|alt=The Related tab Case Data tab.]]
===Quick Search===
Use the '''Quick Search''' feature to search for specific text or other interaction attributes within the related interactions.

[[File:GAPI_900_Related_tab_Quick_Search.png|The Related tab Quick Search text field tool.|alt=The Related tab Quick Search text field tool.]]

For more information about how Quick Search works in Agent Desktop, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADhist|anchor=QuickSearch|display text=Using Quick Search}}.
|Status=No
}}{{Section
|sectionHeading=What next?
|anchor=Whatnext
|alignment=Vertical
|structuredtext=*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
*{{Link-SomewhereInThisManual|topic=ADNav|anchor=ADcustinter|display text=Contacts and interactions}}
*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}}
|Status=No
}}{{Section
|sectionHeading=Top 5 topics
|anchor=Top5topics
|alignment=Vertical
|structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
#{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}}
|Status=No
}}
}}

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Related tab in the Email interaction view

@@ Line 69: / Line 69: @@
 [[File:GAPI_900_Related_tab_Quick_Search.png|The Related tab Quick Search text field tool.|alt=The Related tab Quick Search text field tool.]]
-For more information about how Quick Search works in Agent Desktop, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADhist|anchor=QuickSearch|display text=Using Quick Search}}.
+For more information about how Quick Search works in Agent Workspace, refer to {{Link-SomewhereInThisVersion|manual=Agent|topic=ADhist|anchor=QuickSearch|display text=Using Quick Search}}.
 |Status=No
 }}{{Section
@@ Line 84: / Line 84: @@
 |alignment=Vertical
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
-#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}

@@ Line 17: / Line 17: @@
 The '''Related''' tab enables you to access all the interactions that are related to a single conversation. Sometimes multiple email interactions are created in the handling of a single case. Multiple individuals, both within and outside your organization, might also contribute to a single conversation.
-The '''Related''' tab displays all the email interactions related to the current email interaction as cards containing information about each related interaction, including business attributes. Next to the title of the tab, the number of related interactions is specified in brackets. If there are ten or more related interactions, the number 9+ is displayed.
+The '''Related''' tab displays all the email interactions that are related to the current email interaction. Related interactions display as cards that contain information about each related interaction, including business attributes. Next to the title of the tab, the number of related interactions is specified in brackets. If there are 10 or more related interactions, the number 9+ is displayed.
-The '''Related''' tab comprises three main components:
+The '''Related''' tab includes three main components:
-|structuredtextwide=
+#A sortable card view
-===Sortable card view===
+#The Details, Note, and Case Data view
-The Related interactions list view contains a sortable list of interaction "cards". Each card contains information about the type and status of the interaction, the subject, date and time, origin, tags, and who last processed it.
+#Quick Search
 The currently active interaction is displayed in bold text in the interaction card that represents it.
@@ Line 32: / Line 31: @@
 [[File:GAPI_900_Related_tab_Sortable_Card_View.png|The Related tab related interactions sortable card view.|alt=The Related tab related interactions sortable card view.|300px]]
-Click the '''Select this interaction''' check box next to an interaction to select it. Buttons for available actions for the selected interaction are enabled.
+To select  an interaction, click the '''Select this interaction''' check box next to the interaction. Buttons for available actions for the selected interaction are enabled.
-Click the '''Select all''' check box to select all interactions. Buttons for available actions for the selected interaction are enabled.
+To select all interactions, click the '''Select all''' check box. Buttons for available actions for the selected interaction are enabled.
-Click '''Open''' ([[File:GAPI_900_Open_Selected_Interaction_Button.png|Open selected interaction button.|alt=The Open selected interaction button.|link=]]) to open the selected interaction for editing or handling. Your account might be set up to enable you to open multiple interactions simultaneously.
+To open the selected interaction for editing or handling, click '''Open''' ([[File:GAPI_900_Open_Selected_Interaction_Button.png|Open selected interaction button.|alt=The Open selected interaction button.|link=]]). Your account might be set up to enable you to open multiple interactions simultaneously.
-Click '''Print''' ([[File:GAPI_900_Email_History_View_Print_Button.png|Print button.|alt=The Print selected interaction button.|link=]]) to {{Link-SomewhereInThisManual|topic=ADemail|anchor=EmailPrint|display text=Print}} the selected email interaction.
+To delete the selected interaction, click '''Delete''' ([[File:GAPI_900_Workbin_Email_Delete_Icon.png|Delete selected interaction button.|alt=The Delete selected interaction button|link=]]). Your account might be set up to enable you to delete multiple interactions simultaneously.
-Click the '''Sort by attributes''' menu to select one of the available interaction attributes such as '''StartDate''', '''ProcessedBy''', or other standard and custom attributes. Your contact center administrator determines the list of available sort attributes.
+To mark the selected in-progress interaction as '''Done''', click '''Mark Done''' ([[File:GAPI_900_Mark_Done_Selected_Interaction_Button.png||Mark Done the selected interaction button.|alt=The Mark Done the selected interaction button.link=]]). You might have to select a {{Link-SomewhereInThisVersion|manual=Agent|topic=ADQuickStart|anchor=dispcode|display text=disposition code}} before you can mark an interaction as '''Done'''.
-The sort order buttons display the current sort order, either ascending order ([[File:GAPI_900_Related_tab_Sort_Ascending_Button.png|The Sort Descending button.|alt=The Sort Decending button.|link=]]) or descending order ([[File:GAPI_900_Related_tab_Sort_Descending_Button.png|The Sort Ascending button.|alt=The Sort Ascending button.|link=]]). Click the button to change to the opposite sort order.
+To {{Link-SomewhereInThisManual|topic=ADemail|anchor=EmailPrint|display text=Print}} the selected email interaction, click '''Print''' ([[File:GAPI_900_Email_History_View_Print_Button.png|Print button.|alt=The Print selected interaction button.|link=]]).
-To ensure that you are viewing the latest changes to the related interactions, click '''Refresh''' ([[File:GAPI_900_Related_tab_Refresh_Button.png|The Refresh button.|alt=The Refresh button.|link=]])
+To select one of the available interaction attributes, such as '''StartDate''', '''ProcessedBy''', click the '''Sort by attributes''' menu or other standard and custom attributes. Your contact center administrator determines the list of available sort attributes.
 ===Details, Note, and Case Data view===
@@ Line 52: / Line 53: @@
 ====Details====
-The '''Details''' tab displays the content of the original interaction along with detailed information including subject, contact name, from, to, and the date. Click the contact name in the '''Details''' tab to open the '''{{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=find|display text=Contact Directory}}''' tab and search for the contact.
+The '''Details''' tab displays the content of the original interaction, along with detailed information including subject, contact name, from, to, and the date. To open the '''{{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=find|display text=Contact Directory}}''' tab and search for the contact, click the contact name in the '''Details''' tab.
 [[File:GAPI_900_Related_tab_Details_tab.png|The Related tab Details tab.|alt=The Related tab Details tab.]]
@@ Line 90: / Line 91: @@
 }}
 }}