Viewing Offline Messages

Prerequisites

The agent must have the Offline Message Management menu permission. A tenant administrator has this permission by default.

Procedure

1. Sign in to the AICC as a tenant administrator.
2. Choose Contact History > Offline Message Management. The management page is displayed.
3. Enter filter criteria to query offline messages.
   Figure 1 Offline Message Management page
   

   Table 1 GUI elements on the Offline Message Management page

   Element	Description
   User Name	User name. Search criterion. Only the following special characters are supported: @.-
   Organization Unit	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword.
   More	Expand advanced search criteria.
   	Search for data based on search criteria again and refresh data on the page.
   Channel Name	Channel name. Search criterion.
   Channel Type	Channel type. Search criterion. Value options: Web Instagram Telegram WhatsApp LINE WeChat Facebook X (Twitter) 5G RCS Email SMS
   Reset	Reset search criteria.
   Search	Search for contact records.
   User Name	User name.
   Channel Type	Channel type.
   Channel Name	Channel name.
   Sent On	Time when an offline message is sent.
   Assigned Agent	Agent to whom an offline message is assigned.
   Agent Presence	Online status of an agent. Value options: Offline Idle -
   Assignment Status	Assignment status of an offline message. Value options: Assigned To be assigned
   Operation	The following operations are supported: View Messages Assign Offline customers who have been assigned but not processed can be re-assigned. If an assigned offline customer is not processed within a specified period of time, the tenant administrator can assign the offline customer again by default. The minimum interval for reassignment is specified by the tenant parameter Minimum interval at which offline users can be reallocated. The value ranges from 5 to 600, in minutes. The default value is 10.

4. View offline message details.
   1. Click View Messages.
      Figure 2 View Messages page
      
   2. Click a message to preview its details, as shown in Figure 3.
      Figure 3 Message preview page
      

5. Assign an offline message to a skill queue or an agent.
   1. In the Operation column, click Assign and select the skill queue to which the offline message is to be assigned.
      Figure 4 Assign - Skill Queue page
      
   2. In the Operation column, click Assign and select the agent to which the offline message is to be assigned.
      

      If the current login user is an agent, the agent status is not displayed on the page for assigning offline messages to other agents. You need to establish an inspection relationship between the current login agent and the to-be-assigned agent on the Configuration Center > Quality Management > Monitor Relationship page. For details, see Configuring Monitoring and Inspection Relationships.

      • To-be-assigned agent - agent group X
      • Current login user - inspector group X
      • Add an inspection relationship between the agent group X and the inspector group X.
      Figure 5 Assign - Agent page