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
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Click Apply* to process the filter request.
Click
Clear** the reset the filter made.

 

Sort Enquiries

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Enquiry Overview

Sort Handling Enquiries

You can sort enquiries being handled into the following:

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

You can sort enquiries that are missed into the following:

  • Latest updated time (default)
  • Newest created time
  • Older created time
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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
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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
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When 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)
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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
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Virtual Number Enquiry Details

 

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
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Social Enquiry Details

 

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
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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.

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Aggregated Missed Enquiry

 

Following up Missed Enquiries

You can pick up a missed enquiry from the Enquiry Overview by clicking on the Follow Up button located at the bottom of the pop-up window.

Clicking the button will redirect you back 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.

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Closed Enquiries (Archived)

CINNOX archives closed enquiries in the Enquiry Overview.

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Closed Enquiry archive

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
  • Destination Information
  • Visitor Journey
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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 Visitor Enquiry Room, refer to the Workspace section of this Guide.


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