Mail content

The first tab of the Info area shows the content of the customer request. Depending on the entry channel, the tab is labeled Email, Fax, Letter, SMS or Mail. Further, apps are able to change the name and appearance of this tab.

The category or categories of the opened request are displayed in the Info area footer.

Email, Mail and SMS Views

Emails, social media mails differ in their visual display (see Figure 50). The functional features available in the email, social media mail and SMS views are largely identical. Specifics will be discussed in subsequent sections.

The font used for the response template can be set by the supervisor. The fonts available are “Arial (9pt)” and “Courier (10pt)”.

Depending on system configuration, the following features are available: Print, Print preview, Show categorization triggers, Similarity search, Attachments and HTML view.

Clicking the  icon in a tab’s top right corner enables full-screen mode. Full-screen mode can be exited again via the icon.

Print
This button prints the selected mail.

Print preview
This button opens the print preview in an extra window.

HTML view
If an HTML view option is available for the mail in question, the HTML button will be displayed. When an agent clicks on this button, the mail will be displayed in HTML format. If the mail contained images, for example, these will now be displayed. These “inline” attachments can also be displayed by clicking on the paperclip symbol (see below). To return to a text-only view, the agent simply clicks on the “HTML” button a second time.

SRC – Source code view
This icon can be used to show or hide the source code of the message. This can be helpful if the message has contents that cannot be displayed or if a view of the internal headers is desired. Whether this button is visible or not has to be set in the novomind iAGENT Supervisor.
The download button available on the activated source code view downloads the entire source code of a request as an EML file.
This is useful because novomind Composer expects mails in TXT or EML format as input format. The analysis of a query can then be simulated locally there.

Categorization triggers
The button Categorization triggers highlights those text passages that have contributed information in the automatic process of assigning this mail a content category. Only text passages contributing to the rule-based category detection are highlighted. Triggers contributing to the statistical detection remain hidden.

The novomind iAGENT Supervisor is used to set whether the color highlighting happens automatically, is switched on or off manually by clicking the button by the agent, or is deactivated.

This feature is not part of novomind iAGENT’s standard product scope and needs to be activated separately.

Attachments
If the mail contains an attachment, an additional paperclip symbol is displayed. If the agent clicks on the symbol, a list of attachments will be displayed (see the following figure). To view one of the attachments, the agent selects the file from the list using the left-hand mouse button.

When the number of attachments on this specific mail exceeds 5, another menu item appears to download all attachments in one zip file directly. This limit is configurable through a supervisor with the system parameter agent.attachments.zipDownload.minCount = 5.

Opening an image attachment will display it in a special image viewer. This viewer offers the features Print, Rotate left, Rotate right, Zoom in/out, Page width as well as Download.

If you want to see the header line of a mail, choose Display Header line . Apart from the usual information like sender, recipient and subject you can also find the Process ID of the request in the Header line.

Header line fade-in turns the symbol around for fade-in or fade-out; the view can be once again reduced to simple representation by clicking the mouse on this symbol.

For performance reasons, very long mails are not displayed in their entire length in the novomind iAGENT Desk. The text is automatically truncated after a certain number of characters. This is indicated by means of a warning message in the status bar.

Potentially harmful content in HTML emails is filtered before it is displayed at the frontend (<SCRIPT>, <EMBED> and <IFRAME> tags). A warning message is displayed in the status bar if such tags have been suppressed.

Fax/Letter View

Faxes in iAGENT Desk are handled as email with fax attachment. If a fax has been identified through the channel of the incoming account, the fax viewer shows as the first tab.

Click on Fax/Letter to change manually to actual email display – and from there by clicking on “email” to change back to Fax View. The Fax/Letter Tab provides a number of additional functions to view faxes and letters. Presentation of the selected faxes can be changed via the symbols in this view (see below). Also a fax can be printed via the printer icon – just like in the mail.

If a fax enters the in box in a landscape view or turned by 180 degrees (upside down), then the fax can be turned leftwards or rightwards into the right view by 90-degree increments with the two Rotation buttons in the Fax Viewer. The view can be progressively enlarged or reduced (zoom in with + / zoom out with -) with the zoom or the two magnifiers.

The Side Width button will increase the fax view to cover the entire width of the InfoWindow. Activating the ruler button produces a horizontal line as a reading aid that can be moved up or down by clicking the mouse in the fax view. The Maximize button – outside right – increases the InfoWindow to full screen size for a more detailed presentation of the fax.

If a fax contains several pages, the forward and backward button can be used to jump between pages. The current page and the total number of pages are displayed between the two buttons.

If an agent attempts to close the process with the shortcut [CTRL]+ [O] while the fax viewer is active, a warning message that not all fax sheets have been viewed is displayed.

Chat View

If a chat is selected (e.g. through the search), the tab shows the complete chat history of this specific chat. If this chat is a messenger chat, the conversation might not be shown completely because a messenger chat can be suspended and continued later on. This results in two separate chats bundled through the contact. You can find the single parts of the whole conversiation throught the Journey Tab instead.

Pictures will be scaled down to a maximum display size (400px width or height) for easier viewing. Links are displayed as text links and may be disabled for agents and supervisors (system parameter chat.slave.attachmentDownload.disabled) or only for agents (chat.slave.attachmentDownload.agent.disabled).
In case the links are deactivated, even clicks on the links or images will be suppressed.