Overview
The Summary Panel is an integral feature of the communication interface, offering a comprehensive snapshot of each conversation. This panel includes the conversation's unique identifier (cv-id), the total duration of the conversation, and any associated notes that provide additional context. If there are attachments linked to the conversation, they are also displayed within this panel, but only when present, ensuring a clean and relevant interface. Key details such as the conversation's priority and status are prominently featured, alongside the interaction type and any applicable tags. The queue to which the conversation belongs is also indicated, helping in efficient workflow management and task prioritization.
A standout feature of the Summary Panel is its ability to display the customer who initiated the conversation, providing immediate context about the interaction's origin. This is particularly useful for personalizing responses and understanding customer history. Users can also assign the conversation to themselves or other team members directly from the panel, ensuring that each query is handled by the most appropriate personnel. Additionally, the panel includes a dedicated section for collaborators, allowing users to add contacts from their list to the conversation. This collaborative approach ensures that all relevant team members are informed and can contribute to the resolution of the query.
The Summary Panel also includes a "Seek Help" section, which is designed to facilitate internal assistance. Users can add any employee to the conversation thread, effectively bringing in additional expertise as needed. This feature is particularly beneficial for complex queries that require input from multiple departments or specialists. By enabling easy access to a broader pool of knowledge within the organization, the "Seek Help" section ensures that customer queries are resolved efficiently and accurately. Overall, the Summary Panel's blend of detailed information and collaborative tools significantly enhances the efficiency and effectiveness of managing customer interactions.
Let us look into the summary panel's components in detail,
cv-id: The cv-id is the internally generated unique id of the conversation.
Duration of the conversation: The duration of the conversation shows the date at which the conversation was initiated by the customer to the date at which the conversation is "closed" or is still "In Progress". It also shows total number of days the conversation lasted.
Tags: A conversation can be tagged for categorizing and providing context for each conversation, aiding in organization and quick retrieval. Click on the drop-down, select the tag and then click on "Add Tag" button. The conversation is now tagged successfully.
Notes: A user can add notes to a conversation for future reference. To add a note, click on "Add New Note" button. A modal appears. Here you can add title of the note and add some description to it. You can also attach images or document to a note. Click on Save to save the note. This note can be seen in the Notes section of the Summary Panel.
Preferences And Status: Here you can set the priority, status, interaction type and change queue.
Status: Set if the conversation is open or completed.
Priority: Prioritize the conversation by selecting High, Medium or Low.
Interaction Type: Interaction type specifies the nature of the communication.You can select any one type from the drop-down.
Queue: Conversations are automatically queued when they are listed in the interaction center. A user can change the queue of the conversation here.
Attachments: Any attachment that was sent or received can be viewed in this section. A user can download or delete the attachment of a conversation.
Customer: Shows a short profile detail of the customer/contact who started the conversation.
Assigned To: A conversation can be assigned to any employee that belongs to a particular queue.
Collaborators: Collaborators are nothing but contacts that have been added in a grouped conversation. A contact can be added to a conversation through this section.
Seek Help: In Seek Help section, users can add any employee to the conversation thread, effectively bringing in additional expertise as needed.