Mailbox Folders: Completed - Avaya Customer Interaction Express 1.0 WebClient User Manual

Mailbox folders: Completed

The Completed mailbox folder provides an overview of all completed (closed
out) documents that have not yet been purged from the UMR database.
As a UMR agent you have access to the Completed folder.
At the time it was completed, each document was assigned to a particular agent.
This assignment is maintained in the Completed folder so that you, as an agent,
can easily find your own documents.
Which documents and topics can I see as an agent?
Normally an agent can only see his/her own documents. An agent cannot
normally see any other documents. With the relevant privileges, an agent can
also view other agents' documents. The privileges granted to agents are set up in
the CIE Configuration application.
For more information, see the Customer Interaction Express 1.0 Configuration
user manual.
Can I process documents in the Completed folder?
You can view and forward documents in the Completed folder. Documents can
no longer be processed.
How do I find specific documents and their associated answers/forwarded
documents in the Completed folder?
Transactions such as an original document and their associated replies/
forwarded documents are linked to each other by a unique transaction number.
For this to work, the correct configuration is needed in the CIE Topics
Configuration. Automatic assignment of ticket IDs for emails must be activated
there.
For more information, see the Customer Interaction Express 1.0 Configuration
user manual.
How do I know whether a job code is needed for a document?
You can add the JCode (job code) column to the view. For information on how
to add a column, see the Displayed columns configuration topic.
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User Manual CIE 1.0 WebClient