Understanding Engage: The Overview Tab
Understanding Engage's Overview Tab
What is the Overview Tab?
The Overview Tab allows you to see what pieces are waiting to be claimed or assigned and who on your team is working on specific conversations. It provides a comprehensive real-time view of all inbound engagement activity across your connected digital channels. The Overview Tab gives you a 360 view of what your team is working on, how your team members are performing, & the option to pick which pieces are important to you & your team!
Accessing The Overview Tab
NOTE: If you do not see the option to navigate to the Overview Tab from your System Menu, you likely do not have the sufficient permissions to access it. Please contact your Admin user to gain access to Overview.
To view the Overview Tab, simply click on your profile icon in the upper right-hand corner to access the System Menu. Then click the 'OVERVIEW' option from the dropdown menu.
The preview of each conversation will give you context on who the user is, what platform the conversation is happening on, what their message is, and what time the message came in. The number at the top of your Assigned Queue column displays the amount of conversations you currently have claimed. The 'CLAIM NEW' button at the top of your Assigned Queue is what you click to claim a new conversation. It will display a red dot if there is a new comment/ message on one of your digital channels.
Parts of the Overview Tab
There are a few different areas and view options of the Overview Tab.
- Viewing Inbox Queues by Individual User
- Viewing Inbox Queues by Connected Account
- Conversation History
- Agent QA Reports (available for Pro, Business, and Enterprise Subscribers)
NOTE: Your Overview Tab's view may vary depending on your user's granted permissions and DGTLsuite subscription level.
Viewing Your Inbox Queues by User
The section on the far left is your Queue List. Here you can see a list of all your DGTLsuite users and how many active conversations they have claimed in their Assigned Queue. You can also see how many conversations are in the "Unassigned Queue".
Viewing a User's Assigned Queue, Conversation History, and Dismissed List
By selecting a team member's profile from the left-hand dashboard users can view the pieces that are currently being managed within that profile's assigned queue. When a profile & piece are selected in the Overview tab, the history of the conversation will appear in the far right column. Within the Conversation History queue users can see
- The time & date a piece was claimed
- Any action taken such as protocols, tagging, & reassigning a piece
- What user managed the engagements
You can also see all the dismissed conversations from the individual user you are viewing. You are able to reclaim or reassign conversations to users from this view by right-clicking on the conversation preview.
Viewing Your Inbox Queues by Connected Account
Instead of viewing the conversations in your Inbox by user, you have the option to view your inbox by the digital channels you have connected to DGTLsuite. Once you are in the Overview tab, simply click on the icon next to your brand name to switch the the Account View.
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