Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Other Configurations/ Managing Messages
Updated on 2024-10-12 GMT+08:00
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Managing Messages

A tenant administrator can query messages in the current tenant space by page based on criteria, or assign, handle, play, or download them.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Message.
  2. Manually search for messages based on criteria.

    Figure 1 Message list page
    Table 1 Parameters for searching for messages

    Parameter

    Description

    Time

    The options are as follows:

    • 1 Day
    • 3 Days
    • 7 Days
    • Customization

    Contact number

    Customer number.

    Employee ID

    Agent ID of a tenant space agent.

    Channel Type

    The options are as follows:

    • Voice: Message handling, playback, and download are supported.
    • WEB: Message assignment, viewing, and handling are supported.

  3. Choose To be allocated to assign messages to agents for handling.

    1. Click Assign. The Assigning Messages dialog box is displayed.
    2. Search for all agents that have been bound to accounts in the tenant space or search for agents based on criteria. Click to select an agent.
    3. Click Submit. The message is assigned to the selected agent.
    4. On the To be processed page, the agent ID and handler are updated to the agent ID and business account of the selected agent, the update time is the current time, and the message status changes from To be allocated to Unprocessed.

  4. Play a message. You can perform the following operations:

    • : Play or pause a voice message.
    • : Fast forward or rewind the recording.
    • : Adjust the playback volume.
    • : Select a playback speed. The options are 0.5X, 0.75X, 1.0X, 1.25X, 1.5X, and 2.0X.

  5. Download a message.

    The downloaded message contains personal data. Exercise caution when processing the exported message to prevent personal data leakage and abuse.

    The playback and download functions are available only for the current drive letter. For example, if the current drive letter is Y and the drive letter is switched from Y to Z, playback and download will fail. To play and download historical files properly, switch the drive letter from Z back to Y.

    1. Select the message to be downloaded and click Download.
    2. Enter a customized compression password.

      The compression password must contain letters, digits, and the following special characters: _@%

      The compression password can contain a maximum of 12 characters.

    3. Click OK.

  6. Handle a received message as an agent.

    1. Choose To be processed.
    2. Click Process corresponding to a message. The Process Message dialog box is displayed. The message status changes from Unprocessed to Processing.
    3. After confirming that the agent status is idle, click to initiate a call to the contact number to handle the message.
    4. Return to the Handling Comments text box, enter comments, and click Submit to complete the message handling. After the submission is successful, the message status changes from Processing to Processed.

Parent topic: Other Configurations