Inquiry Overview

You can get a quick snapshot of your inquiries in the Inquiry Overview interface.

Inquiry Overview

Inquiry Overview

The Inquiry Overview interface displays the status according to the inquiry flow.

Open Inquiries: This section displays open inquiry in the queue waiting to be served by a staff.

Handling: This section display ongoing and reopened inquiries currently being handled by the staff.

Missed: This section displays inquiry missed to serve by the staff within 30 seconds.

maaiiConnect Inquiry Flow

maaiiConnect Inquiry Flow

Note

Staff with an admin role can only access Inquiry Overview.

Staff with an agent role can only access Missed Inquiries associated to him / her as Destination end point of the Tag and Virtual Number set by the Admin.

Inquiry Details

Each inquiry will have details such as:

  • Visitor IP Address
  • Inquiry Type
  • Source (if from widget, weblink, or QR Code)
  • Tag Name
  • Inquiry Initial Time
  • Location
  • Language

Click to any inquiry, a pop up window will show for above information.

Inquiry Details

Inquiry Details

Aggregated Inquiries

For inquiries that have been missed from the same visitor will be aggregated as one inquiry with list of records attempted to contact a staff.
The inquiry attempt details will show with recorded date and time.

Aggregated Missed Inquiry

Aggregated Missed Inquiry

Pick-up Missed Inquiry

Staff with an admin role can pick up a missed inquiry from the Overview by clicking the Chat or Call icon showing on top of the Inquiry Details.

Upon click, you will be directed to the Workspace and a Room will be created to handle the inquiry.
This missed inquiry will be moved to Handling with Reopened status.

Updated 9 days ago

Inquiry Overview


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