Define your Inbox settings

You can set your Inbox to push interactions automatically to your Inbox, to meet your evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. quota. These settings include defining the mode, rules, quota, and time range.

The Inbox has a default set of rules, according to which 10 interactions are pushed per employee in your organization/groups. The interactions are between 5-10 minutes and contain recorded screens. The interactions are evenly distributed over the course of a week, that is, two interactions on each weekday. If you define your own Inbox rules, remember to delete the default Inbox rules, otherwise irrelevant interactions will be pushed to the Inbox.

The Inbox does not consider user filters or assigned CCD values. Therefore, to ensure that your Inbox is populated only with interactions you can access, update the Inbox rules with any filter or CCD value restrictions that apply to you.

Show Me

Before you begin

Verify that in the User Management Module that an administrator uses to create a profile for each employee in their organization. application you have the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to customize your Inbox
Verify that the Inbox folder is assigned to your group and role in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. application

Procedure

From the Inbox folder, click Inbox Settings.
In the Mode field, select the Inbox mode:
- If you select Fulfill quota per employee, the system pushes to the Inbox the same number of interactions with the same attributes, per each employee.
- If you select Fulfill quota per rule, the system pushes to the Inbox a different number of interactions with different attributes, per each rule.
- If you select Fulfill quota per rule per employee, the system pushes to the Inbox the same number of interactions for each rule per each employee.
From the Time Range list, select the relevant time period: Weekly or monthly.
If you selected the Fulfill quota per employee mode: In the Quota field, type the number of interactions to push to the Inbox per employee for the defined time range.
To define the interactions fields (properties) to push to your inbox, click Add Rule.

By default, up to five rules (configurable) can be created (the Add Rule option is not displayed if the maximum number of rules is already defined).
1. Select the relevant fields according to which you want interactions to be pushed to your inbox (descriptions of the fields are detailed in Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Fields).
  
  To push only interactions that were not evaluated, under Interactions, select Not evaluated.
2. Click Save Rule.
3. To change the default name of the rule, in the Rule column, click the name and type a new name for this rule.
If you selected Fulfill quota per employee mode: If you defined more than one rule, to increase or decrease a rule’s priority, drag and drop the rule so it appears in the correct order in the list.
If you selected Fulfill quota per rule or Fulfil quota per rule per employee mode, click the Quota column for each rule and enter the quota.
If you selected Fulfill quota per employee or Fulfil quota per rule per employee mode: To force the system to always meet the total quota for all the rules combined, select Fulfill total quota when rules cannot be met. This option forces the system to meet the total quota after all rules are processed and the total quota is still not met, even if the interactions don't match any of the defined rules.
Click Save.