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Teleservice - EBS (MOSC)

Notes and emails in chronological order in SR

Jan 22, 2013 12:23PM edited Jan 22, 2013 3:50PM in Teleservice - EBS (MOSC) 1 commentAnswered

Hi,

(Version: 12.1.3)

Anyone in same boat? How can we achieve this?

How can Agents view the email interactions in chronological order without having to open each Interaction in SR form.

Ideally the notes entered by the agents and notes entered by the customer via the iSupport Portal and emails would be in one chronological thread.

When reviewing an SR to get the history and the current status the agent must view the notes in the workbench and emails from the interactions

separately in order to get a complete history and status.

The process is time consuming and slowing down the support process.

1

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