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= Comment naviguer à travers les événements d’historique ? =
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= How do I navigate through the History events? =
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{{#anc: How do I navigate through the History events? }}
 
 
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__NOTOC__
  
 
{{CloudStep_Stack
 
{{CloudStep_Stack
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|title=Affichage de la session en cours
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|title=Viewing the Current Session
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|text=Affichez la '''1-session actuelle''' pour voir l’historique de vos interactions récentes avec le client en libre-service.  A ce stade, vous pouvez utiliser plusieurs '''2-'''filtres pour trier les questions du client :
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|text=Viewing the '''1-Current Session''' enables you to view the current history of your customer's recent interactions with self-service.  From here you can '''2-'''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 où 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 du client effectuées
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*FEEDBACK - shows positive and negative votes on the queries the customer made
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*UTILISÉ : indique que l'article de connaissances a été partagé avec le client (par le biais de la copie vers une interaction ou à haute voix).
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*USED - shows that the knowledge article was shared with the customer (via copying to interaction or reading over voice).
  
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Afin d’actualiser l’historique de la session actuelle pour afficher les événements les plus récents, il vous suffit de cliquer sur le bouton '''3-'''Actualiser.
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To refresh the Current Session history in order to see the most recent events, you simply click the '''3-'''refresh button.
  
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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.}}
 
|media1=HistoryCurrentSession.png
 
|media1=HistoryCurrentSession.png
 
}}
 
}}
  
 
{{CloudStep_Stack
 
{{CloudStep_Stack
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|title=Affichage de tout l'historique
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|title=Viewing All History
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|text=Affichez '''1-Tout l’historique''' pour voir en intégralité l’historique des interactions de votre client en libre-service.  Comme le montre la figure, cette fonction propose les mêmes options de filtrage et d’actualisation que la vue '''Session en cours'''.
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|text=Viewing '''1-All History''' enables you to view your customer's entire interaction history with self-service.  As you can see from the figure, this option provides you with the same way to filter as you can when viewing '''Current Session''', as well as the same ability to refresh.
  
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En revanche, la vue '''Tout l’historique''' possède une option '''2-'''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 '''2-'''time line to view a specific range of time.
 
|media1=HistoryAllHistory.png
 
|media1=HistoryAllHistory.png
 
}}
 
}}
  
 
[[Category:V:GC:DRAFT]]
 
[[Category:V:GC:DRAFT]]

Version du novembre 1, 2016 à 19:53

How do I navigate through the History events?

Viewing the Current Session

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Viewing the 1-Current Session enables you to view the current history of your customer's recent interactions with self-service. From here you can 2-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
  • USED - shows that the knowledge article was shared with the customer (via copying to interaction or reading over voice).

To refresh the Current Session history in order to see the most recent events, you simply click the 3-refresh button.

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.

Viewing All History

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Viewing 1-All History enables you to view your customer's entire interaction history with self-service. As you can see from the figure, this option provides you with the same way to filter as you can when viewing Current Session, as well as the same ability to refresh.

The added feature when viewing All History is that, from this view, you can also use the 2-time line to view a specific range of time.

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