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Message Manager

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Message Manager

 

The Message Manager icon appears next to the Message Console icon on the Toolbar.  Click once on the icon to enter the Message Manager option.  Note – as a General User, you may not have access to this option.  If you do not have access the icon will not be visible.

 

 

The Message Manager displays all unprocessed messages, by channel, received across all queues.  The Message Manager is always available to Admin Users.  Admin users may enable the site so that General Users can access the Message Manager. 

 

If there are different types of messages, for example emails and SMS messages you will need to select the channel to review, select, and process the messages - see the different channels below (SMS | Email | Phone | Chat | Twitter | Facebook).  The messages representing the default channel for the site (i.e. email) will display by default when you first click on the message manager icon.  If you wish to review SMS messages click on the drop down list and select SMS option.

 

 

 

If you would like to see more or less than the default number messages per page that has been setup for your site, please click on the drop down arrow next to the ‘Messages Per Page’ label and select one of the other options;

 

 

      Helpful Tip:  The messages per page will reset back to the default setting once you exit from the Message Manager screen

 

Date and time stamp in the Message Manager

 

The Message Console, the Dashboard display the date / time and time zone applicable to the customer (if one exists) - when you hover with the mouse over the displayed date / time field the customers date / time and applicable time zone will display.  If there is no time zone set against the customer then hovering the mouse over the displayed date / time field will show the date / time & time zone applicable to the site.

 

Date and time stamps in Multichannel

 

Any date and time that is displayed is by default in the date / time and time zone as per a hierarchy of user, team or site (see matrix below).  The date format that displays is the language preference applicable to the user’s internet explorer setting.  Currently the supported date formats that will display are any English preference and German.  In Internet Explorer if the setting Tools – Internet Options – Languages display any of the following then the date formats applicable to these settings are supported;

 

NB Any date / time and time zone that is displayed is as per the following hierarchy:

 

User / Team / Site

Date / Time / Time Zone that displays

On user

User

Not  on user but on team applicable to user

Team

Not on user, not on team applicable to user

Site

 

Hovering over the send date and time will display the send date and time applicable to the customer’s time zone provided the customer has a time zone set up against it.  If no time zone is set against the customer then by default this will display the site date / time & time zone. The format for the date will be as defined in Internet Explorer – Tools – Internet options – Languages; 

 

The date fields that display within the Message Manager, Reports, and for scheduling when messages are to be sent (Message Console for Outbound Messages and Broadcasts) will now display in 1 of 2 formats.

 

In Internet Explorer if the setting Tools – Internet Options – Languages display of English (United States) [en-us] is at the top of the displayed listing as follows;

 

 

Then the date format will be mm/dd/yyyy as follows;

 

 

In Internet Explorer if the setting Tools – Internet Options – Languages display of  English (United States) [en-us] is not at the top of the displayed listing then the date format will be dd/mm/yyyy as follows;

 

 

Filtering Messages

The upper section of the Message Manager screen is largely dedicated to helping you filter out information that you don’t need to see and to support you in locating specific information.

 

The Search box allows you to search the first 160 characters of any message. 

 

The ‘From’ and ‘Until’ date / time fields are applicable to all except General Users and allows date filtering.

 

Queue allows you to filter messages by individual queue (i.e. if inbound emails are received from 2 email addresses you can filter on each address). 

 

In order to apply the filter options you need to click on the ‘filter’ button.  To clear the filter options you need to click on the ‘clear’ button.

 

Filter options for ‘Messages in the Queue’ ,‘Manually Closed Today’, ‘Auto Closed Today’ and ‘Sent Today’ for All Users and ‘Assigned’ for Admin Users and Team Leaders (if teams are enabled) are as follows:

 

Enterprise: If you are a General User who has Message Manager access you will only be able to see and search messages relating to your skill or messages which have no skill assigned to them.

 

  • Message Options:

 

The messages option enables you to quickly view four types of message queues;

 

 

Admin users / team leaders get access to a 5th option = Assigned

 

 

We can choose to view messages currently ‘In the Queue’ – this is the default view

When you select ‘In the Queue’ you will be presented with all new inbound messages.

 

 

 

 

You can choose to view messages ‘Manually Closed Today’, ‘Auto Closed Today’, ‘Sent Today’’ or those ‘Assigned’ by selecting the applicable option from the drop down list.  As soon as you choose an option, the screen will automatically refresh and the applicable data will be displayed.

 

Manually Closed Today

 

When you select messages ‘Manually Closed Today’ you will be presented with all messages processed by an individual user, including messages processed by other users and other skills (skills are applicable to Enterprise only).

 

 

 

When you select messages ‘Auto Closed Today’ you will be presented with all messages processed automatically as per the application set up.

 

 

 

 

Sent Today

 

When you select messages ‘Sent Today’ you will be presented with all outbound messages, including outbound messages sent by other users.

 

 

 

Note: Any message in an ‘Outbound Sending’ or ‘Outbound Sent’ state will be displayed in the ‘Sent Today’ queue. But only the ‘Outbound Sent’ messages will be included in the Ticker ‘Sent’ count.

 

Assigned - functionality only be available to team leaders, admin & super users

 

When you select messages ‘Assigned’ you will be presented with all messages by channel that is currently assigned to any user.  You will be able to return messages to the queue for processing by another available agent.

 

 

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Last modified
13:52, 14 Sep 2014

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