Enquiry Overview

CINNOX staff members can get a quick snapshot of their service's enquiries in the Enquiry Overview. It has four columns that display enquiries according to the following statuses:

Open: This section displays enquiries in the queue, which the Staff members need to attend immediately.
Handling: This section displays ongoing and followed-up enquiries currently being handled by the Staff members or agents.
Missed: This section displays enquiries that were left unattended until they reached the waiting time limit.
Closed: This section displays enquiries resolved by the visitor or the Staff member by closing the enquiry room and ending the conversation.

Refer to the Enquiries in CINNOX section of this Guide to know more about the flow of CINNOX enquiries and their different statuses.

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While all Staff members can access the Enquiry Overview, access to enquiry records depends on their roles and permissions.
An admin can monitor, take over or join the enquiry conversation.

Filter Enquiries

Below are the filters available for all Enquiries in the Enquiry Overview;

You can select enquiries to filter - by Status (Open, Handling, Missed, Closed) or All.

Also, filter the enquiries that match the following:

Staff Name: enter the staff name who handled enquiries
Channel Type: select the preferred Channel Type
Handled Type: select Handled Type (Destination Type)
Last handled group: select Destination service group handled enquiries
Last handled party: select Destination service group handled enquiries last
Duration: select duration in minutes, hours, days or all
Created Date & Time: select enquiry created date & time - today, yesterday, last few days or all
Updated Date & time: select enquiry updated date & time - today, yesterday, last few days or all
Closed Date & time: select enquiry closed date & time - today, yesterday, last few days or all
Label: select a label that matches any or exact selected label
Agent Idle Time: select enquiries which idle from the staff
Current Activity: On a call: select ongoing enquiries in an ongoing call
With Voicemail: select missed enquiries with voicemail
With Visitor Form: select missed enquiries with visitor form
Closed By: select enquiries that has been closed by a staff
Tap Show Result to process the filter request.

Sort Enquiries

You can sort enquiries into the following:

Latest updated time (default)
Newest created time
Older created time
Longest idle time
Shortest idle time
Longest duration
Shortest Duration

Enquiry and Visitor Details

Enquiry details vary depending on the channel the visitors raise or send their enquiries.

When you tap on an enquiry, a pop-up window will display any of the details below.

From a web Widget, Weblinks, or QR codes

Visitor Forms disabled
If the Visitor Forms (Pre-Chat Form and/or Offline Support Form) are disabled, only the Enquiry Details will be available:

Visitor ID (composed of the visitor’s country/territory, the platform used to make the enquiry, and the last three digits of their IP address)
Enquiry ID
Enquiry Type (if a broadcast call, broadcast chat, direct call, or direct chat)
Channel (if from Widget/Directory, Weblink, or QR code)
Channel Details
Platform
Enquiry Initiate Time

Visitor Forms enabled

If the Visitor Forms (Pre-Chat Form and/or Offline Support Form) are enabled, there will be no Visitor ID in the Enquiry Details. Instead, there will be a new section called Visitor Details that may contain the following, depending on how the forms were set and how the visitor fills them out:

First Name
Last Name
Email
Phone
Company Name
Job Title
Department
Message (available in Offline Support Form only)

From Virtual Numbers

Visitors who dial a virtual (toll-free or local) number will have the following Enquiry Details:

Visitor ID (composed of the visitor’s country/territory and phone number)
Voicemail message (if Voicemail is enabled)
Enquiry ID
Enquiry Type
Channel
Channel Details
Platform
Location
Language
Enquiry Initiate Time

From Social

Visitors who send a message from Facebook Page, WeChat Official Account, WhatsApp Business API, LINE and WOZTELL will have the following Enquiry details:

Visitor Name
Enquiry ID
Enquiry Type
Channel
Channel Details
Platform
Enquiry Initiate Time

From Email

Customers who send an email to an email channel will have the following Enquiry Details:

Customer Name
Email Address
Enquiry ID
Enquiry Type
Channel Name
Channel Details
Platform
Enquiry Initiate Time

From Third Party

Visitors who send a message from your Third Party Channel will have the following Enquiry details:

Visitor Name
Enquiry ID
Enquiry Type
Channel
Channel Details
Platform
Location
Language
Enquiry Initiate Time

Aggregated Enquiries

Multiple missed enquiries from the same visitor will be aggregated into the visitor's profile. This profile will list down the dates, times, and locations of all the visitor's attempts to contact a Staff member.

Following up on Missed Enquiries

If you are staff with an administrator role, you can pick up a missed enquiry from the Enquiry Overview by tapping the Follow Up button on the Enquiry Details.

Tapping the button will create a room where you will handle the enquiry. This enquiry will then be moved to the Handling section, and its status changed to Followed-Up.

Closed Enquiries (Archived)

CINNOX archives closed enquiries in the Enquiry Overview.

You can tap a closed enquiry to view the conversation history between the visitor and the Staff member(s), as well as the following details typically found in the Visitor Enquiry Room of a Staff member’s Workspace:

Enquiry Information
Visitor Information
Device Information
Destination Information
Visitor Journey

These types of information let you save the visitor's contact details or review and appraise a Staff member’s performance for quality assurance, training, and other business purposes.

For more information on the Visitor Enquiry Room, refer to the Dashboard Workspace section of this Guide.