Customer Console 3 - Reviewing User Specific Information
There are User Specific reports available on the Customer Console to help easily find information specific to the current employee. These reports can be found in flyouts on the far right bar in the console. The reports include My Calls, My Documents, and My Events
My Events
To access the My Events report, click on the words My Events on the far right side of the screen. If you want the My Events flyout to be always visible, you can click on the Pin at the top right of the section to pin the information on the screen. Clicking on the pin a second time will allow the section to collapse to the right. Once this area is visible, you can hover over the left-side border of the report and click to drag the width on the screen. RIMSS will remember this setting each time you open the report.
Once the report is visible on the screen, you can enter a document number and/or set a date range to fetch the Events report. The logic for pulling the report includes pulling all Events from all dates that have a status of OPEN and all Events, regardless of status, for the date range chosen. You may group, sort, add, remove, and filter columns the same way as you can in any standard grid.
Double-clicking a line item will open the Event in a separate popup. Right-clicking a line item will allow you to open the event directly in the Console or change the status of the Event.
My Calls
To access the My Calls report, click on the words My Calls on the far right side of the screen. If you want the My Calls flyout to be always visible, you can click on the Pin at the top right of the section to pin the information on the screen. Clicking on the pin a second time will allow the section to collapse to the right. Once this area is visible, you can hover over the left-side border of the report and click to drag the width on the screen. RIMSS will remember this setting each time you open the report.
Once the My Calls report is visible on the screen, enter the time period to review and click Fetch. The report will populate with detail from all calls out and all calls received that were logged through the Telephony or Ring Central interface. You can right click on any line item to open that customer in the Customer Console. If the phone number exists on multiple customer records, you will receive the popup to choose the correct customer.
My Documents
To access the My Documents report, click on the words My Documents on the far right side of the screen. If you want the My Documents flyout to be always visible, you can click on the Pin at the top right of the section to pin the information on the screen. Clicking on the pin a second time will allow the section to collapse to the right. Once this area is visible, you can hover over the left-side border of the report and click to drag the width on the screen. RIMSS will remember this setting each time you open the report.
Once the report is visible on the screen, add the time period for documents that you want to review and click Fetch. The report will populate with all documents created by the user in RIMSS during the time period. Post-Fetch filters can be used to further refine the search for a specific customer or document. Double-clicking on a line item will open the underlying document. Right-clicking on a line item will allow the user to open the customer on the document in the Console.
