Working with Message-Related Tabs

Displays user-defined and system Properties of the Message. This information is updated by the system, and is read-only. However, during an ongoing chat or phone session, the Contact and Account fields can be modified.

Displays the contents of the e-mail message, SMS message, or the chat conversation, depending on the Medium through which the Message is created.

Contains Properties related to e-mail such as the Language in which the e-mail is composed, the Alias name, and the Mail Server time.

Contains details about the chat session through which the Message was created. The Properties in the Chat tab are automatically updated with information if the Chat Medium was used.

A Message is created when a phone call that comes into Talisma is routed to a User in a Team. The Phone tab in the Message window displays information about the phone call such as the ANI, DNI, details of recovered sessions, total hold time, and talk time.

Displays details about the activities performed in real time, such as attending to a phone call and chatting with a visitor online. This tab tracks various Message-based operations such as transferring a chat session, and inviting other Users for a conference with Contacts. Comprehensive Message-based reports can be generated based on the data in the Live Actions tab. For information about the Computed Properties in this tab, see Computed System Properties.

This tab displays details about activities performed on Interactions arising from e-mail messages.

Tracks the time taken to respond to a Message, and the time taken to process it. Normally, the Response time is equal to the Processing time, except when an Interaction is assigned to "None" by the Talisma system before it is assigned to a specific User. In such cases, the values for these Properties can be calculated as follows:

•   Response time = (The time at which a User replied to a Message) - (The time at which the Message was first created).

•   Processing time = (The time at which a User replied to a Message) - (The time at which the Interaction containing the Message was assigned to the User).

Example

An e-mail message is received at 10 AM. It is assigned to None by the Talisma system at 10 15 AM. It is then transferred to User1 at 11 AM. User1 replies to the message at 11 30 AM. Here, the Response time is 10 AM to 11 30 AM, which is 90 minutes, and the Processing time is 11 AM to 11 30 AM, which is 30 minutes

Displays the list of Interactions associated with the Message. You cannot link an existing Message to an Interaction. However, when you log an Interaction, or add a Message to an Interaction, (from the Interactions Workspace, Phone Workspace or Chat Workspace) a Message is created and linked to the Interaction.

15:03:38

15:04:11

15:03:38

15:04:58