Bookmarks tab

Bookmark is a feature that you can use to keep track of the live engagements and conversations that you would like to observe or engage in. The Bookmarks tab will display all engagements and conversations that you have already bookmarked in the Active or Follow Up tab. These engagements are separated into different sub-tabs: Chats and Conversations.

Chats

The Chats sub-tab displays a list of engagements that you have bookmarked in the Active tab. This view gives you easy access to specific engagements that have caught your eye or internal engagements that you have started. The data in this sub-tab has columns similar to those in the Active tab.

Columns

Definition

Business Rule

The criteria that triggered the engagement to initiate.

Chat ID

The Engagement ID number for each engagement.

Agent(s)

The user ID of the agent handling the engagement.

Agent Full Name

The Full Name of the agent handling the engagement.

Current Page

The current Page Marker for the engagement.

Duration

The total duration of each engagement.

Status

The status of the engagement, such as Customer or Agent Waiting, Disposition, or Closed.

Status Time

The total time the engagement has been on current status.

Time Since CustMsg

the time since the customer’s last message.

Conversations

The Conversations sub-tab displays a list of async conversations that you have already bookmarked in the Follow-Up tab.

The data in this sub-tab is similar to what is displayed in the Follow Up main tab.

Columns

Definition

Conversation ID

The Conversation thread ID.

Agent ID

Agent’s Agent Desktop User ID.

Agent(s)

The user ID of the agent handing the engagement.

Agent Notes

The Follow Up notes added by agent.

Time Since last Engagement

The time since both parties chatted.

Time to Expire

The time remaining before the Follow Up timer expires and conversation is auto-assigned.

Using Bookmarks

Chats can be easily bookmarked from various tabs using the Bookmarks option.

The Bookmarks option displays the subset of chats that are bookmarked, but are visible under the other tabs without being separated from the rest of the engagements.