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Working with the Communication Homepage

The Communication Homepage is the starting point for managing customer interaction.

Viewing Customer Interactions

The Inbox section lists all customer interactions currently assigned to you for the channel you have chosen in the sub tabs (Calls, Voicemail, or Email). For a description of the fields (columns), see Wrapping Up Communication Activities. You can determine the period during which the Communication Homepage Inbox displays the current and completed activities in your personal profile. For more information, see Updating Your Personal Details.

Working with Communications Lists

The Communications Lists section shows a number of lists. Oracle CRM On Demand comes with a set of standard lists. All standard lists are public and visible to everyone. You and your managers can create additional lists, based on different criteria. These custom lists appear above the standard set of lists.

The following table describes the standard lists for communications:

This Activities List

Displays

All Aging Emails

All emails you can see that have been open longer than 24 hours.

All Aging Voicemails

All voicemails you can see that have been open longer than 24 hours.

All Callbacks

All Web callbacks and callbacks you can see.

All Emails

All emails you can see.

All Inbound Calls

All inbound calls you can see.

All Inbound Emails

All inbound emails you can see.

All Outbound Calls

All outbound calls you can see.

All Outbound Emails

All outbound emails you can see.

All Transfers

All transfers you can see.

All Voice Calls

All phone calls.

All Voicemails

All voicemails.

All Web Callbacks

All Web callbacks you can see.

My Communications Inbox

All customer interactions currently assigned to you. No new, incomplete emails appear in this list.

My Calls Inbox

Incomplete calls assigned to you.

My Voicemails Inbox

Incomplete Voicemails assigned to you.

Recently Completed Communications

All communications you have recently completed.

Recently Completed Calls

Calls you have recently completed.

Recently Completed Emails

Emails for which you have sent a reply.

Recently Completed Voicemails

Voicemails you have recently completed.

To view a list, click the list name.

To create a new list, click New List. For more information about creating lists, see Creating and Refining Lists.

To review all available lists, create a new list, or view, edit, or delete an existing list, click Manage Lists. The Manage Lists page also includes the standard lists delivered with Oracle CRM On Demand. These lists are view-only. So, you cannot edit or delete them.

Viewing Recently Completed Communications

The Recently Completed Communications section lists your most recently completed interactions. For a description of the fields (columns), see Wrapping Up Communication Activities.

To expand the list of most recently completed communications, click Show Full List. This list displays a full page of records, which you can scroll through page by page.

Related Topics

See the following topics for related information:


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.