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Once you've selected the destination roles and/or campaigns, compose the message and send it to the corresponding users. All users will receive a notification indicating that they have received a new message.
Notifications for new interactions and pending tickets list
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Pending Tickets List
On the right side of the top navigation bar, you'll find a notifications icon indicating the number of tickets with new interactions or pending tickets management on the platform. By clicking on the bell icon, you can view a more complete list showing information on the pending tickets to be attended to and their most recent interactions. In addition, in this list you can differentiate tickets that have upcoming scheduled tasks or scheduled tasks that are delayed. Click on each item in the list to access the corresponding ticket and manage it.
To . This list allows you to quickly and efficiently access information about tickets that require priority attention and learn details such as the ticket status, SLA compliance, customer, assigned user, and other relevant data.
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For users with the agent role, the tickets shown in the Pending Tickets list will be automatically filtered by default. This means they will only see tickets assigned to them, unassigned tickets, and tickets generated in any channel configured for the campaign. If you want to change this behavior, enable the “View All Tickets” parameter in the Campaign Configuration. |
Clicking the icon will display a list divided into two tabs:
Pending Tickets: Here you can view information about tickets that need to be addressed and their most recent interactions. This list shows notifications of tickets with unread pending interactions or tickets that have not yet been managed or closed.
Scheduled Managements: In this tab, you will find a list of tickets with scheduled management tasks on the platform. You can see if the task is pending within a certain time frame or if it is overdue and has not yet been managed.
For both lists, click on each item to access and manage the corresponding ticket.
If you need to search for specific tickets or customers, type your query in the “Search” field. If you need to filter or reorganize the list of pending tickets, click on the “Filter” icon (top right corner) and use one of the available filters, described below:
If you need to search for specific tickets or customers, type your query in the search “Search” field. If you need to filter or rearrange reorganize the list of pending tickets, click on the Filter “Filter” icon (top right corner) and use one of the available filters, described below.:
Filter | Options | Description |
|---|---|---|
Notifications | Unread tickets | You can choose this option to view the number of unread tickets with interactions in the notifications bell. |
Pending Tickets | You can choose this option to view the number of tickets that are not closed in the notifications bell. | |
Filter Tickets | Assigned to me or Unassigned | You can choose this option to view pending tickets that have been assigned to you or are unassigned in the pending tickets list and in the notifications bell. |
All Tickets | You can choose this option to view all pending tickets in the pending tickets list and in the notifications bell, regardless of the assigned user. | |
Organize Tickets | Highest to Lowest Priority | You can choose this option to organize the tickets in the list in descending order according to the priority (high, medium, or low) of each ticket. Tickets with high priority will be the first to be displayed in the list. |
Lowest to Highest Priority | You can choose this option to organize the tickets in the list in ascending order according to the priority (high, medium, or low) of each ticket. Tickets with low priority will be the first to be displayed in the list. | |
Oldest to Most Recent Ticket | You can choose this option to organize the tickets in the list in ascending order according to the creation date of the ticket. The oldest tickets will be the first to be displayed in the list. | |
Most Recent to Oldest Ticket | You can choose this option to organize the tickets in the list in descending order according to the creation date of the ticket. The most recent tickets will be the first to be displayed in the list. | |
Oldest to Most Recent Interaction | You can choose this option to organize the tickets in the list in ascending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with oldest interactions will be the first to be displayed in the list. | |
Most Recent to Oldest Interaction | You can choose this option to organize the tickets in the list in descending order according to the date of the last received interaction (call, message, etc.) in the ticket. Tickets with most recent interactions will be the first to be displayed in the list. |
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STATUS | COLOR | DESCRIPTION |
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Disconnected | Grey | This is the status that indicates the agent is disconnected, has not logged in, and is not working on the platform. |
In Standby | Yellow | This is the initial status of the agent, i.e., the state with which the agent logs in to the platform. It indicates that the user is preparing at their workstation to start working and managing tickets on the platform. |
Available | Green | This is the status in which the user can start working. It indicates that the user is ready and waiting for new tickets and interactions to manage. |
Busy | Red | This is the status to which the agent automatically switches when managing a ticket. It indicates that the user is busy. Depending on the user's configuration and campaign, the user may or may not receive new tickets and interactions when in this state. |
In Pause | Blue | This is the status in which the agent can step away from their workstation or interrupt their work. It includes different types of pauses to indicate the purpose of this: LUNCH, ABSENT, BACKOFFICE, BATHROOM, TRAINING, RESTING, MEDICAL PROBLEMS, FEEDBACK, MEETING. |
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SHORTCUT | ESTADO DESTINO | DESCRIPTION |
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Alt + 1 | Disconnected | Logs the user out and takes them to the login page. |
Alt + 2 | Available | Directs the user to the platform's home page. |
Alt + 3 | In Pause | Takes the user to the pause page. |
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