Messages

Overview

This Messages module allows a User to manage the records of all asynchronous message-based conversations conducted, as well as view any transcripts.

What are Messages

Messages is IPscape’s hub for handling asynchronous messages such as SMS or social media messaging services . While a Chat session is initiated after the customer requests to contact the contact centre and finished when the customer or agent terminate the session, with Messaging, the conversation persists for ever. If the customer sends a follow up request 2-years later for instance, that message will be immediately below the previous one. This provides a powerful overview of the customers journey.

1. Display Messages

This feature allows you to navigate the list of Message Records stored in the contact centre. To access the Messages Management module:

Open the Workspace.
Select Messages from the Management side menu

A list of messages is displayed when the module is first opened. Records displayed can be refined using the Advanced Search filters.

Each row contains the following fields which can be sorted by ascending or descending using the arrow icon next to each:

Column	Contents
Interaction ID	The Agent Interaction ID for the interaction.
Channel	The name of the Messaging Channel
Customer name	The Customer name is shown (if available).
Customer phone	The Customer phone number
Date & Time	The timestamp at the commencement of the messaging interaction.
Campaign Name	The name of the campaign associated with the messaging interaction.
Agent Name	The full name of the Agent who handled the messaging interaction
Duration	The duration of the messaging interaction.
Wrap Code	The wrap code applied to the messaging interaction by the Agent

Click a record to view details about the messages interaction such as the transcript and notes. For a record of given customer in a channel, you can use the next and previous interaction buttons at the top of the page to navigate through the entire customers history as shown below:

2. Chat Transcript

The transcript for an Interaction can be view via the Workspace by clicking the record to view or from the options accessed as shown above. The transcript page opens for the record:

Messaging Interaction Information

Field	Description
Interaction ID	The Agent Interaction ID for the interaction.
Channel	The name of the messaging channel
Date and time	The Interaction start date and time
Campaign	The campaign for the interaction
Wrap Code	The wrap code selected by the Agent at the completion of the interaction
Agent	The name of the Agent involved in the interaction
Duration	The total duration of the interaction (= Interaction End DT – Interaction Start D/T

Attachments

This section will display any attachments shared during the messaging interaction with details about the file type which can be downloaded to the users' local device.

4. Delete Messaging Transcript

If for any reason a Messaging transcript record needs to be deleted from the system, a User can do this by selecting the Delete option from in the Options icon next to a record or multiple records can be selected and deleted by selecting the Delete button:

Once a transcript is deleted, the record of the interaction will still be displayed in the module in a grey font and will show a message indicating it has been deleted when the cursor is on a deleted record:

When the record is opened to view the transcript, the page will now show that the Transcript and any Attachments have been deleted while retaining information about the Interaction such as the contact details, Campaign, Agent and Date/Time:

5. Search Messaging Interactions

Quick Search

If the Agent Interaction ID is known, enter that number into the Quick Search to locate the Messaging record with that ID. You may have obtained the Agent Interaction ID from a report you were viewing or from interaction on the Agent Toolbar.

Advanced Search

This advanced search feature can refine the list of Messaging records displayed by adding one or more search filters.

Click Advanced Search icon to open the advanced search options.
Enter the search filters required to refine the results.
Click Search.

The search filters include:

Filter	Description
From (Date/Time)	Click in the date field to open the calendar control. Use the arrows to navigate between months. Click on the correct first day of your search. If required, set the time filter; these are displayed in 15-minute increments however a specific time (e.g., 11:26:00) can be entered. Click the home icon to return to the current day on the calendar.
To (Date/Time)	Click in the date field to open the calendar control. Use the arrows to navigate between months. Click on the correct first day of your search. If required, set the time filter; these are displayed in 15-minute increments however a specific time (e.g., 11:26:00) can be entered. Click the home icon to return to the current day on the calendar.
Campaign	Click in the campaign field to a view the list of campaigns available to you. Select a campaign from the list or select All. The Wrap Code and Agent search options will be altered to show only the options available to the campaign selected here.
Wrap Code	The wrap code is the label applied when a communication is ended to summarise the communication. Click on the wrap code field to see a list of the codes used in the campaign you have specified. Select a wrap code from the list or select All.
Agent Name	Click on the agent field to see a list of the agents assigned to the campaign you have specified. Select an agent from the list or select All.
Customer Name	Enter the Customer Name to search for all Messaging records with the address recorded with it.
Customer Phone	Enter the Customer phone to search for all records with the address recorded with it.