Digital Experience in MAX

The workspace header includes: 

• A Search field where you can find cases, posts, messages, and customers. You can type directly in the search box and press enter or you can click the magnifying glass icon to view more search filtering options.
• A running tally of how many outgoing messages you've sent and how many messages are waiting in your queue.

The Assignment Panel includes:

• A contact tile for each case you're actively working with. While you're working on a case, you are assigned to it until you close the tile, the case status is resolved/closed, or it has been unassigned.
  
• An icon on each case tab that shows you information about the case's channel. Cases with a plain platform icon (for example, the Facebook or Twitter icon) indicate a social channel Public social media interactions, such as on Facebook or Twitter. If the platform icon shows orange and a lock image in the lower right corner, this indicates a messaging channel Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger.
• A button to send an outgoing message.
• A button to get more cases.
  

When you click a case tile, you can see details for that case. This lets you review all the messages and notes associated with the case so you can handle the interaction with confidence.

At the top of the case, a number of icons may appear to give you additional information. Hover over the icon for more information about each one.

• Indicates the priority of the case.
• The channel that the case is in.
•  The inbox assignee The agent whose inbox a case currently resides in. An agent remains the inbox assignee until they close the case's tab. of the case.
• The owner assignee The last agent to interact with a case. When a different agent interacts with the case and cloes the case's tab, they become the new owner assignee. of the case.
• The number of messages currently in the case.
• A drop-down list of actions you can perform for the case. Options may not be available for all channels.
  View image

  
  • Unassign—Puts the case back into the queue for an available agent.
  • Assign to someone else—Lets you assign the case to a specific agent and include a note.
  • Set as open—Change the case to open status.
  • Set as resolved—Change the case status to resolved.
  • Set as closed—Close the case.
  • Set as Escalated—Change the case status to Escalated.
  • Show details—Open a separate tab with additional information on the contact.
  • Send transcript—Send the case transcript to a user.

You have three case handling options in this area: reply to a message, add a note, or send a drafted response through an approval process. You can also see the case's current SLA status, expressed in FRT First response time, ST Resolution time, sometimes called solution time, or both. The red part of the bar shows how much of the allowable amount of time has passed. The gray part shows how much of the allowable time to respond or resolve the case remains.

The Customer tab (more commonly known as the customer card) displays general information about the contact. The History tab displays a log of all actions taken in regard to the open case.

The condensed view of the customer card shows the contact's photo, name, and the following metrics: 

• — Inbound posts from the contact.
• — Outbound posts to the contact.
• — Percentage of all interactions tagged with sentiment.

This view shows icons for the various social channels Public social media interactions, such as on Facebook or Twitter associated with the customer. When you click an icon, the social media platform opens to the contact's account.

When you click Detail, you see a full history of communication with the contact and more contact information, such as email address and phone number. The detailed customer card shows the full history of conversations with the contact from all platforms, notes written by agents who have interacted with the contact, and additional metrics. These metrics include the total number of messages or posts marked with positive, neutral, and negative sentiment, the number of people the contact is following on social media, and the number of people following the contact on social media.

From the detailed customer card, you can add, edit, and delete notes, and use the social media icons to open the contact's profile on the respective platforms.