Workspace is the view where all communication between an agent and a
customer happens. It includes the following parts, from left to right.
My conversations An agent can see all conversations assigned to them in
this list. For each item in the list, ...
A conversation is in one of the following states: Open, Postponed or
Ended. Conversations of all states can be found in Conversations > All
conversations, using the corresponding tab at the top of the table. Open
A new conversation will always start ...
To indicate to an agent that a customer has been waiting for a response
longer than expected, the colors yellow for alert and red for warning
are used. A conversation would first be marked yellow as an alert and
then red to indicate that the max wait...
Issue I ended a conversation by mistake - where did it go? Solution To
find all ended conversations: Go to Conversations > All conversations.
Select the Ended tab at the top of the table. Use the available sort ,
filter and search options to find the...
Issue I postponed a conversation and now I can't find it. Solution When
a conversation is postponed, it is no longer visible in My
conversations. It will appear again when the selected postpone time is
reached. The postpone time is defined by the age...
