Introduction

This overview shows the current state of your personal inbox. Below you'll find the definitions of all the option in this overview.

Resolution

Inbox:

Shows the total amount of items currently in your inbox.

Too late:

Shows the total amount of items currently having an expired SLA, in your inbox.

Danger:

Shows the total amount of items currently having an SLA that's passed the 75% mark of their SLA, in your inbox.

On time:

Shows the total amount of items currently having an SLA that's not yet passed the 75% mark of their SLA, in your inbox.

Open:

Shows the total amount of items currently having no SLA assigned to them, in your inbox.

Follow up:

Shows the total amount of items that have been previously snoozed and thus requiring a follow up, in your inbox.

Expand:

Opens a detailed overview of your inbox, showing the stats for every webstore in the environment.

Video

Below you find a video on how to navigate your inbox in the Mobile Service Cloud.

How to use my inbox overview

Goal

You know how my inbox overview works and how you can use it.

Who can it help?

- End user

How to use my inbox overview

Every Mobile Service Cloud user has a different my inbox overview since it's customised for you. My inbox overview helps you to get an overview of the current workload that belongs to you.



My inbox overview separates the conversations based on service level agreement (SLA) status and whether the conversation popped up again in your inbox after it was snoozed. Each SLA status (too late, danger, on time and open) has his own tile, just like follow-up. That way you can easily filter on specific conversations and access all conversations that came out of snooze and require a follow-up.

You can expand my inbox overview to drill down your conversations based on the webstores they are connected to. By clicking on one of the webstores you are able to filter to see the specific conversations of that webstore. You can even combine the tiles with the webstores so you can filter on all the too late conversations from a certain webstore.



Video

Below you find a video on how to navigate your inbox in the Mobile Service Cloud.