Work with the Shared Inbox

You can access the Shared Inbox folder to evaluate 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. to meet the defined quota for the Shared Inbox.

If the interaction pulled to the Shared Inbox folder is not applicable (such as the personal call of an employee), you can reject it. In this case, a new interaction is pushed to the pool to replace it.

The workspace Area within an application window where the user interacts with the program. that opens when accessing the Shared Inbox, is the 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. Review workspace. Therefore, all actions available in the Interaction Review workspace are available from the Shared Inbox.

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Before you begin

Verify that one or more Shared Inboxes are 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..

Procedure

Go to Interactions. Under Folders, select Inbox.
From the navigation pane, under Shared, click the Shared Inbox from where you want to evaluate.

The system automatically pulls an interaction on a first-in first-out basis (configurable) from the pool.
You can do the following:
- To work with the current interaction, evaluate the interaction.
  
  In addition you can perform any other action on the interaction such as add an annotation, assign an eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools. lesson and assign a Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills. session.
- To remove (reject) the current interaction from the Shared Inbox pool, click (if privileges are assigned to you in the User Management Module that an administrator uses to create a profile for each employee in their organization. application).
  
  The system marks the interaction as rejected in the pool and automatically replaces it in the pool with a new interaction. Another user cannot pull the rejected interaction. A new interaction is displayed in your workspace.
- To pull the next interaction to the workspace page, click .
  
  The system marks the currently displayed interaction as completed in the pool. Another user cannot pull the newly pulled interaction.
To finish working with the Shared Inbox, click .

The system marks the currently displayed interaction as completed in the pool. Another user cannot pull the interaction. You return to the Inbox workspace.