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= Utilisation de l’onglet Historique =
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= Using the History tab =
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{{#anc: Using the History tab }}
 
  
 
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{{CloudStep_Stack
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|title=Qu’est-ce que l’historique de l’utilisateur et à quoi sert-il ?
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|title=What is the user history and why would I use it?
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|text=Lorsque vous cliquez sur l’onglet '''Historique''', l’historique de l’utilisateur apparaît. L’historique de l’utilisateur permet de voir toutes les demandes en libre-service du client dans la '''session actuelle'''.  Il sert également à afficher '''tout l’historique''' pour voir l’ensemble des demandes du client au fil du temps.
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|text=Clicking on the '''History''' tab brings you to the user history. The user history allows you to see all the queries made by your customer using self-service in the '''Current Session'''.  It can also display '''All History''' which shows you the entire history of the customer's queries over time.
  
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Essentiellement, ces informations permettent de mieux comprendre le problème actuel du client en rappelant les questions qu’il a déjà posées au système. De plus, l’historique vous aide à déterminer s’il s’agit d’un problème nouveau ou récurrent. L’historique de l’utilisateur est utile pour analyser rapidement ces différents éléments et préparer efficacement votre interaction.
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The main reason you would use this information is to give you a better understanding of the issue your customer is facing by providing you with the list of questions they have been asking the system. Also, by viewing the history you can see if this is a new issue or possibly a recurring one. The user history helps you quickly decipher things like these, making you well-prepared for your interaction.
  
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Le menu Historique comprend deux parties :<br>
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The user history consists of two parts:<br>
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'''1-'''Le tableau des événements Historique en haut<br>
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'''1-'''The History events table at the top<br>
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'''2-'''La vue détaillée en bas
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'''2-'''The details view at the bottom
 
|media1=WWEHistory01.png
 
|media1=WWEHistory01.png
 
}}
 
}}
  
 
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|title=Comment savoir ce que le client a déjà demandé au Centre de connaissances ?
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|title=How do I see what the customer has already asked Knowledge Center?
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|text=L’affichage de la '''session actuelle''' permet de voir l’historique de vos interactions récentes avec le client en libre-service.  À ce stade, vous pouvez utiliser plusieurs filtres pour trier les questions du client :
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|text=Viewing the '''Current Session''' enables you to view the current history of your customer's recent interactions with self-service.  From here you can filter your view of their questions a number of ways:
  
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*'''TOUS''' : affiche tous les événements de l'historique
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*'''ALL''' - shows all events in the history
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*'''RECHERCHER''' : affiche uniquement les demandes pour trouver la réponse (avec les résultats affichés pour le client)
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*'''SEARCH''' - shows only requests to find the answer (along with the results shown to customer)
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*'''PAS DE RÉPONSE''' : affiche les questions du client pour lesquelles le résultat ''aucune réponse n'a été trouvée'' a été retourné
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*'''NO ANSWER''' - shows the questions the customer had where ''no answer found'' was returned
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*'''OUVRIR''' : affiche les réponses qui ont été ouvertes et examinées par le client
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*'''OPEN''' - shows answers that were opened and reviewed by the customer
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*'''REMARQUES''' : affiche les votes positifs et négatifs sur les requêtes effectuées par le client
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*'''FEEDBACK''' - shows positive and negative votes on the queries the customer made
 
|media1=WWEHistory02.png
 
|media1=WWEHistory02.png
 
}}
 
}}
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{{NoteFormat|La vue '''Session en cours''' est uniquement disponible si votre client a utilisé la fonction de libre-service avant de vous contacter.  S’il vous a contacté en premier, elle est inaccessible car il n’existe pas d’historique de la session en cours à afficher.}}
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{{NoteFormat|The '''Current Session''' view is only available if your customer had been using self-service capabilities before contacting you for help.  If they contacted you first, this option will not be active since there is no current session history to view.}}
  
 
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|title=Puis-je consulter l’ensemble de l’historique de demandes d’un client dans le Centre de connaissances ?
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|title=Can I see a customer's whole inquiry history with Knowledge Center?
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|text=Affichez '''Tout l’historique''' pour voir en intégralité l’historique des interactions de votre client en libre-service.  Cette option permet aussi de filtrer les résultats de la même manière que lorsque vous affichez la '''Session actuelle'''.
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|text=Viewing '''All History''' enables you to view your customer's entire interaction history with self-service.  This option also provides you with the same way to filter as you can when viewing '''Current Session'''.
  
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En revanche, la vue '''Tout l’historique''' possède une ligne de temps qui permet d’afficher une période déterminée.
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The added feature when viewing '''All History''' is that, from this view, you can also use the time line to view a specific range of time.
 
|media1=WWEHistory03.png
 
|media1=WWEHistory03.png
 
}}
 
}}
  
 
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|title=Quelles informations sont fournies dans la vue Détails ?
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|title=What information is provided in the Details view?
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|text=Lorsque vous cliquez sur un événement dans le tableau d’historique, la partie inférieure de la vue affiche les détails correspondants. Les informations fournies dépendent du type d’événement filtré.<br/>
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|text=When you click a history event in the history table, the bottom part of the view is updated to show the details of that event. The information provided depends on the type of event you've filtered on.<br/>
  
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Avec le filtre '''TOUS''' sélectionné, toutes les informations sont affichées.
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With the '''ALL''' filter selected, all information is shown.
  
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Si le filtre '''RECHERCHER''' est sélectionné, les informations suivantes sont indiquées :
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With the '''SEARCH''' filter selected, the following information is shown:
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*date à laquelle l'événement a été enregistré
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*the date the event was recorded
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*la question posée par le client
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*the question the customer asked
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*la réponse donnée au client
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*the answer given to the customer
 
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<br/>
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Si le filtre '''PAS DE RÉPONSE''' est sélectionné, les informations suivantes sont indiquées :
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With the '''NO ANSWER''' filter selected, the following information is shown:
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*date à laquelle l'événement a été enregistré
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*the date the event was recorded
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*la question posée par le client
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*the question the customer asked
 
<br/>
 
<br/>
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Si le filtre '''OUVRIR''' est sélectionné, les informations suivantes sont indiquées :
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With the '''OPEN''' filter selected, the following information is shown:
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*date à laquelle l'événement a été enregistré
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*the date the event was recorded
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*réponses ouvertes par le client
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*answers the customer opened
 
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<br/>
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Si le filtre '''REMARQUES''' est sélectionné, les informations suivantes sont indiquées :
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With the '''FEEDBACK''' filter selected, the following information is shown:
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*date à laquelle l'événement a été enregistré
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*the date the event was recorded
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*le type de remarque (positif ou négatif)
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*the type of the feedback (positive or negative)
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*la question posée par le client
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*the question the customer asked
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*la réponse concernée par les remarques du client
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*the answer the customer left feedback on
 
|media1=WWEHistory04.png
 
|media1=WWEHistory04.png
 
}}
 
}}
  
 
[[Category:V:GC:DRAFT]]
 
[[Category:V:GC:DRAFT]]

Version du octobre 24, 2017 à 17:40

Using the History tab

What is the user history and why would I use it?

1

Clicking on the History tab brings you to the user history. The user history allows you to see all the queries made by your customer using self-service in the Current Session. It can also display All History which shows you the entire history of the customer's queries over time.

The main reason you would use this information is to give you a better understanding of the issue your customer is facing by providing you with the list of questions they have been asking the system. Also, by viewing the history you can see if this is a new issue or possibly a recurring one. The user history helps you quickly decipher things like these, making you well-prepared for your interaction.

The user history consists of two parts:
1-The History events table at the top
2-The details view at the bottom

How do I see what the customer has already asked Knowledge Center?

1

Viewing the Current Session enables you to view the current history of your customer's recent interactions with self-service. From here you can filter your view of their questions a number of ways:

  • ALL - shows all events in the history
  • SEARCH - shows only requests to find the answer (along with the results shown to customer)
  • NO ANSWER - shows the questions the customer had where no answer found was returned
  • OPEN - shows answers that were opened and reviewed by the customer
  • FEEDBACK - shows positive and negative votes on the queries the customer made
Important
The Current Session view is only available if your customer had been using self-service capabilities before contacting you for help. If they contacted you first, this option will not be active since there is no current session history to view.

Can I see a customer's whole inquiry history with Knowledge Center?

1

Viewing All History enables you to view your customer's entire interaction history with self-service. This option also provides you with the same way to filter as you can when viewing Current Session.

The added feature when viewing All History is that, from this view, you can also use the time line to view a specific range of time.

What information is provided in the Details view?

1

When you click a history event in the history table, the bottom part of the view is updated to show the details of that event. The information provided depends on the type of event you've filtered on.

With the ALL filter selected, all information is shown.

With the SEARCH filter selected, the following information is shown:

  • the date the event was recorded
  • the question the customer asked
  • the answer given to the customer


With the NO ANSWER filter selected, the following information is shown:

  • the date the event was recorded
  • the question the customer asked


With the OPEN filter selected, the following information is shown:

  • the date the event was recorded
  • answers the customer opened


With the FEEDBACK filter selected, the following information is shown:

  • the date the event was recorded
  • the type of the feedback (positive or negative)
  • the question the customer asked
  • the answer the customer left feedback on
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