Viewing Contact Details in sub-tabs in Android
Agents can get a unified view of additional information associated with a contact like activities, tickets, time entries, happiness ratings, accounts, products, attachment, comments and other custom modules. They can select the necessary sub-tabs to perform the following actions:
Activities - tasks, events, and calls
Agents can view and filter the tasks, events and calls associated with the contact. They can also create new tasks and events, and schedule or manually log calls for that contact.
Ticket Interaction
The ticket interaction tab provides the history of the actions taken to resolve tickets associated with the contact in a timeline view. This history also includes the actions performed by the contact.
Tickets
Agents can see all the tickets submitted or associated with the contact. They can also add new tickets for the contact and filter the tickets as All Tickets, Open Tickets, On Hold Tickets, Overdue Tickets, and Spam Tickets.
Time Entry
Agents can see the logged time entries associated with a contact's tickets or activities.
Happiness Rating
The Happiness Rating tab provides a history of all the ratings and feedback given by a contact to the agents who resolved their tickets.
Accounts
Agents can view the accounts that are already associated with the contact. They can also associate new accounts to the already existing contacts.
Products
Agents can view the list of products linked to the contact.
Attachments
Agents can view and manage documents and files related to the contact. They can also attach documents or notes that may be specific to the contact for reference purpose.
Comments
Agents can read and post comments for the specific contact.
Custom Sub Tabs
Agents can access the custom sub tabs created via lookup field related to the contact.
The Tickets sub-tab displays tickets filtered based on the department selected before opening the contact.