Want to understand how the Inbox and conversation lifecycle work in OmniServe?
Here are answers to the most common questions.
Q: What are the default tabs available in the Inbox?
A: The Inbox has four default tabs: My Assigned, Team's Assigned, Unassigned, and All Engagements. Each displays a different set of conversations based on assignment and permissions.
Q: What is the Overdue view and how is it different from other views?
A: The Overdue view is a special saved view that highlights conversations that may have exceeded response expectations. It can be pinned or unpinned, but — unlike other saved views — it cannot be edited or deleted.
Q: What are the three statuses a conversation moves through in OmniServe?
A: Every conversation moves through three statuses: New when received before being handled, Active once the agent has responded, and Complete after the issue is resolved and the engagement is closed. If a customer replies after closure, a new engagement opens automatically.
Q: What SLA metrics does OmniServe track?
A: OmniServe tracks four key metrics: First Response Time (FRT), Next Response Time (NRT), Total Unassigned Time (TUT), and Time to Completion (TTC). These help leaders monitor agent performance and ensure service standards are met.
Q: What can admins configure through Inbox settings?
A: Admins can define Inbox Data Sources and Engagements Spam Keywords, configure automated responses including greeting, farewell, and unavailability messages, and set up completion reasons that agents must select when closing an engagement.
For step-by-step setup instructions for each option, refer to the admin configuration guide.