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.

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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)”.

If the incoming message was modified by the iAGENT system directly at the inbox, this is indicated by an exclamation mark on the tab heading:
A message can be modified by apps such as the PCI App, which obscures sent credit card information or when encrypted messages are decrypted on arrival (S-MIME App).

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.

External links in emails

Hyperlinks in customer emails are shown with a red border by default. This is a visual aid for the agent and serves to recognise potentially dangerous links at an early stage.

If an agent clicks on such a link, a warning window opens with a security prompt informing the agent that they are attempting to open an external link. The agent must explicitly confirm this by clicking the OK button. Only then is the external link opened in a new browser window or tab.

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 is available for an email, the HTML button will appear. Clicking this button displays the message in HTML format. This can be useful, for example, if images have been inserted into the text of a message. However, such ‘inline attachments’ are NOT displayed via the paperclip icon (see below). Clicking the crossed-out HTML button returns you to the text view.

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 message you have received contains a file attachment, a paperclip icon will also be displayed here. If you click on the paperclip, a list of all file attachments that are not displayed directly in the message thread will appear. To view a file, select it by clicking the left mouse button.

In addition, you can download all attachments from an email together in a single ZIP file. Here too, attachments displayed directly in the text history are not included. This option is automatically inserted next to the individual attachment names if a certain number of attachments in this email is exceeded. The default is >= 5 attachments and can be overridden by a supervisor using the system parameter (agent.attachments.zipDownload.minCount = 5).

When image attachments are opened, they are displayed in a special viewer. The viewer offers the functions ‘Print’, ‘Rotate 90° to the left’, ‘Rotate 90° to the right’, ‘Zoom’, ‘Fit to window width’, and ‘Download’.

The header of a request can be displayed using the Show Header function (icon in the toolbar: ). In addition to the usual details regarding the sender, recipient and subject, the header also contains the transaction ID of the request. When the header is displayed, the icon for showing or hiding it flips. The view can be reduced back to the simple display by clicking on this icon.

To optimise performance, very long messages are not displayed in full in novomind iAGENT Desk. The automatic truncation of the original message text due to the length limit is indicated by a clear message in the status bar at the bottom of the screen.

Potentially dangerous content in HTML messages is filtered out before being displayed in the frontend (<SCRIPT>, <EMBED> and <IFRAME> tags). If such content has been filtered out, a corresponding warning message appears in the status bar.

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.