Enquiries Monitoring (aka Enquiry Overview)

CINNOX staff members (agents) 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 can pick up from here.

• Handling: This section displays ongoing and followed-up enquiries currently handled by the Staff members.

• Missed: This section displays unanswered enquiries to respective staff members belonging to the Routing and Destination Endpoint.

• 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 learn more about the flow of CINNOX enquiries and their different statuses.

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Staff can access the Enquiry Overview, Monitor and Take Action to the enquiry depending on their roles and permissions and if they belong to the Routing Destination of the Channel Enquiry.

 

Visitor and Enquiry Details

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

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

From a Web Widget, Weblinks, and QR codes

Visitor Forms disabled
If the Visitor Forms (Pre-Chat Form and 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 enquire, 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
• Location
• Language
• Enquiry Initiate Time

 

When the Visitor Form is enabled

If the Visitor Forms (Pre-Chat Form or Offline Support Form or both) are enabled, 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 Number

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 Messenger, WeChat, WhatsApp, LINE and WOZTELL will have the following Enquiry Details:

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

 

From Email

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

• Customer Name
• Email Address
• Email Subject
• 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 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 enquiry list.

 

Following up on Missed Enquiries

• An Admin or a staff member can view and pick up their missed enquiries from the Enquiry Overview and follow up by clicking the Follow Up button at the bottom of the pop-up window.
• Clicking the button will redirect you to your Workspace and create a room to handle the enquiry. The enquiry moved to the Handling section, and its status changed to Followed-Up.

 

Closing Missed Enquiries in Bulk

You can close missed enquiries in bulk instead of closing them one by one. It is useful when there are a lot of spam enquiries which you must close in one go.

• Click More (...) and Bulk Close.

• You can select the missed enquiries you are required to close. Or you can tick the box at the left side of the pop-up to select all enquiries you must delete.
• Click Confirm

• Click Confirm in the pop-up message.

• The missed enquiries closed in bulk will be moved to the closed enquiry column.

 

Closed Enquiries

CINNOX archives closed enquiries in the Enquiry Overview.

You can click on 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
• UTM Information - refer to the UTM Information section of this Guide.
• 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-related purposes.

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

 

Search and 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:

• Click Apply to process the filter request, or click Clear to reset the filter made.

 

Sort Enquiries

Sort Open & Handling Enquiries

You can sort open (new) and handled enquiries into the following:

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

 

Sort Missed Enquiries

You can sort enquiries that are missed into the following:

• Latest updated time (default)
• Newest created time
• Older created time

 

Sort Closed Enquiries

You can sort enquiries that are closed into the following:

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