Journey

The Journey displays all correspondence with this contact. If multiple contacts are linked, the correspondence from all these contacts is displayed together. The red highlighted number on the Journey tab shows the number of open requests for this contact/these contacts (for more information on contact discovery and mapping, see here).

The Journey can be viewed on a per-task or per-contact basis:

  • Activity
    All correspondences belonging to the same transaction of this request are displayed.
  • Contact
    All correspondences that have been run with this contact or with all other connected contacts are displayed, regardless of their transaction number.

Filter button
In addition, a column-based text filter can be opened using the “Filter” button.

Column selection
Provides the possibility to change the displayed columns. The selection is saved at the user and is retained over a new logon.

List display
As long as the list is displayed very narrowly, only the most important columns are shown. If you drag the info area with the mouse to make it larger or to set it to full screen (with the maximize button in the upper right corner of the mail info area), more columns will be displayed. The column selection can be set via a dropdown (see above “Column selection”). To prevent the list from becoming too long, only a fixed number of entries is displayed per page and you can switch to the subsequent pages using arrow keys or direct page selection.

When clicking on an entry, the detailed view of the correspondence opens and the clicked entry appears in bold until the next one is opened. If another correspondence is clicked, the first one closes again.

Unanswered incoming messages are highlighted with an ocher background which makes it easy to see which open requests of the same contact still exist.

For the following columns, a window with further information can be opened by clicking the contents:

  • Date: Opens the history of this correspondence
  • Sender: Opens the detailed view of the contact
  • Notes (small white icon at the end of the list): Opens the notes stored on the whole correspondence

The ID column can also be dragged and dropped into a reply template to attach the request from the journey to the current reply.

The following columns are displayed after enlarging the Info area:

  • Type: A small icon indicates what type of correspondence is involved. These can be, among others: incoming mail, outgoing mail, intermediate notice, external forwarding, external consultation.
  • Channel: The icon of the communication channel. This can come from the app that brought this channel, for example.
  • Directional arrows: Show whether the communication was incoming or outgoing
    Red arrow to the right: Incoming communication, the external contact has written.
    Green arrow to the left: Outgoing communication. An agent has replied to the external contact or written about a new operation.
  • Paperclip icon: Indicates that there are attachments attached to this correspondence.
  • ID: The iAGENT internal ID of this correspondence.
    Responses to incoming requests are stored on the same ticket and therefore use the same IDs. It can be dragged and dropped into a response in the editor to attach the request from the Journey to the current response draft.
  • Case ID: If the request came as a response to an outgoing message, it will be automatically assigned to the same case. However, different requests can also be manually linked to one task by the agent. In both cases the process ID differs from the ID. If you sort the view by process ID, all correspondences to the same process will be displayed one below the other.
  • Date: Displays the date and time of the receipt/issue of this entry. A click opens the whole history of this entry in a small dialog.
  • Sender: Shows the sender. A click on the content opens the detailed view of the contact in a new browser window.
  • Recipient: Shows to whom this correspondence was addressed.
  • Category: The final category of this correspondence. In the case of intermediate replies, external queries, and redirects, the final category of the associated request is also displayed, since these request types do not have their own categories. Thus, they may change during the course of a request.
  • Preview: Provides a brief insight into the correspondence. For example, for mails it is the subject, for chats it is the first lines of the communication.
  • Note icon: Opens a small dialog that opens all notes belonging to the same process. The icon is displayed even if no notes exist because in the performant data source of the journey, the information whether notes are attached to the same task cannot be inserted meaningfully. Therefore the journey has no information about whether notes exist at the task.