Shared Inbox overview

A Shared Inbox is a pool of interactions that share a set of attributes where multiple users can access and evaluate these interactions. Examples include interactions made to a specific DNIS, or interactions of a certain length or from a particular line of business.

As a result of interactions in the Shared Inbox having similar attributes, there are more balanced employee evaluations across the enterprise. Users can manage quotas efficiently across teams, and evaluate an optimum number of interactions. They can also ensure that the most important interactions, with the same attributes, are addressed in a consistent, effective manner. This process significantly improves the evaluator workflow.

The system uses a lottery mechanism to push interactions to the Shared Inbox pool, similar to the way they are pushed to the Inbox. The Shared Inbox rules, quantity, and time are defined using the Shared Inbox Manager application. The system can be configured with multiple Shared Inboxes.

As opposed to the Inbox, the system does not consider evaluations completed from a search or another folder, as part of the Shared Inbox quota.

Once interactions are pushed to the Shared Inbox pool, they can be accessed using the Shared Inbox folder. The folder is available to all users who are assigned to the Shared Inbox folder in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. application. When accessing the folder, it automatically pulls an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. from the pool for you to evaluate. 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. are either pulled on a first-in first-out basis, or on a last-in first-out basis, depending on the Shared Inbox's settings. One interaction is pulled at a time. No two evaluators can evaluate the same interaction using the Shared Inbox.

The folder only pulls interactions that are in your visibility.