Missed & Refused

1. Go to your system CloudCX installation domain, and log in with the admin account.

2. From the left navigation menu, go to Omni Widget > History > Missed & Refused.

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3. In the Missed & Refused page, you will see a list visitor of missed and refused, and you can do the following:

• Click to select the time range you want to view the missed & refused visitors.

• Click to select the action type, or select a widget you want to view the widget’s missed & refused visitors, or you can input a visitor name to search the visitor’s missed & refused messages.

• Select a missed or refused visitor and click Details icon to view the detailed transcript.

• Select a missed or refused visitor and click Delete icon to delete the transcript.

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4. Select a missed or refused visitor and click Details icon to enter the details page. In the details page, you can do the following:

• View all the details of the chat transcript.

• Click Send Transcript button to send the chat transcript to the email.

• Click Attach to an Existing Ticket button to attach the chat transcript to a ticket.

• Click New Ticket button to create a new ticket for the chat transcript.

5. Click Send Transcript button to enter the drawer, you can do the following:

• (Optional) Edit the subject.

• Input the receiver email address.

• Check the box to select the visitor’s details to attach to the email.

• Click Send.

6. Click Attach to an Existing Ticket button to open the pop-up window, you can do the following:

• Input the existing ticket number you want to attach.

• Click Attach To button.

The missed or refused message attached to the ticket successfully.

7. Click New Ticket button to enter the drawer, you can do the following:

• (Optional) Edit the subject.

• Select the assigned chat queue, agent.

• Select the priority for the ticket.

• (Optional) Add a tag for the ticket.

• Click Save.

The new ticket created successfully with the missed or refused message.