Interaction History
A common use of a grid is to show agents past interactions with the current customer, across channels. Typically this is done in conjunction with a transcript.
Here’s how you’d go about setting up the interaction history grid and transcript control, as well as the invisible message history grid, in the above screenshot.
Create the Interaction History Grid
Create a new grid called Interaction history that uses the INTERACTION_X_HISTORY view as its data source object.
This grid should be read-only (i.e. in the Grid Properties, set Allow editing of rows?, Allow deletion of rows?, and Allow addition of rows? to No).
Insert the Image Column
The first column in the grid shows an icon representing the type of interaction (voice call, web chat, Facebook chat, and so on).
To create this, insert a column with details as so:
Property | Value |
---|---|
Sequence number | 5 |
Column type | Image |
Config |
Note: If your universe’s INTERACTION_X table is called, say, INTERACTION_2, then replace the references to INTERACTION_1_HISTORY |
Width | 20 |
Insert the Date Column
The second column in the grid shows the date and time of the interaction.
To create this, insert a column with details as so:
Property | Value |
---|---|
Field name | LKTL_LASTSAVED |
Sequence number | 10 |
Column title | Date |
Column type | Date time |
Width | 80 |
Sort grid by this column? | Yes |
Sort ascending? | No |
Insert the Agent Column
The third column in the grid shows the name of the agent who handled the interaction.
To create this, insert a column with details as so:
Property | Value |
---|---|
Field name | LKTL_AGENTNAME |
Sequence number | 15 |
Column title | Agent |
Column type | Text box |
Width | 80 |
Insert the Disposition Column
The last column in the grid shows the description of the completion code or chat disposition code that was used to end the interaction.
To create this, insert a column with details as so:
Property | Value |
---|---|
Field name | DISPOSITION |
Sequence number | 20 |
Column title | Disposition |
Column type | Text box |
Width | 100 |
Create the Message History Grid
Create a new grid called Message history that uses the INTERACTION_X_message_HISTORY view as its data source object.
This grid should be read-only. You must set Auto-select first row? to Yes.
This grid won’t show at runtime. We’ll set it to invisible later, when adding it to a data entry control.
Insert the Date Column
Insert a column with details as so:
Property | Value |
---|---|
Field name | LKTL_TIME |
Sequence number | 1 |
Column title | Date |
Column type | Date time |
Width | 100 |
Sort grid by this column? | Yes |
Insert the Subject Column
Insert a column with details as so:
Property | Value |
---|---|
Field name | LKTL_SUBJECT |
Sequence number | 2 |
Column title | Subject |
Column type | Text box |
Width | 200 |
Insert the Message Column
Insert a column with details as so:
Property | Value |
---|---|
Field name | LKTL_MESSAGE |
Sequence number | 4 |
Column title | Message |
Column type | Text box |
Width | 0 |
Add the Grids and Transcript to a Data Entry Element
Last, add two grid controls and a transcript control to a data entry element.
Set the first grid control to show the interaction history grid.
Set the second grid control to show the message history grid. For Invisible?, select Yes.
Set the Table name property of the transcript control to the INTERACTION_X_MESSAGE_HISTORY view.