View Request Details - Enhancements
Hi All,
The following are the prototypes for Request Details View that are being planned. Please find the screen shots attached below.
Proposed design details
Header
All kinds of request status can be changed from "Status" menu on top.
Request SLA compliant status can be shown in the header itself (eg., First Response time is overdue)
Request Sender (Contact & Account details) actions can be on a hover popup to make the header lighter.
To navigate easily between requests "Next" and "Previous" buttons are given on top
Description
Made it compact with To, Cc, Subject information can be shown only when we click "Show details" link on the header. Minimally, description content and attachments will be shown.
Conversation & Notes
View Contact Conversations | View All Conversations can be changed as "Conversation & Notes" with all related conversations can be shown based on user login.
Notes can be clubbed with conversations, because both are the transactions between Customers & Support reps
and its easy to find them in order in which they got added. (with different row coloring)
For easy accessibility "Add Note" link can be given below the latest Conversation thread and it can be an Inline addition. A new thing on this part is Telephonic calls (inbound/outbound), comments etc., can also be entered as a Note type.
System notifications
To narrow down the conversation listing, "System notifications" (auto-replies) are being given on top with a check box option that is being hidden by default.
More on Conversation View
When a new request comes in, first we will show it with description and Conversation & Notes section.
Up to 10 Conversations, it can shown up with header blocks, always the very recent being opened up on the last.
After the 10th conversation, show it with thinner line image representation (to indicate it has more previous
conversations) Expanding these lines will show the conversations in between with header blocks alone. This will save a lot of space increasing the focus on request. At this time with more threads, the Description section being collapsed on top with only header been showed up.
"Show Quoted text" link can be shown inside every conversation thread. Only the latest changed content can be shown by default. - with single click Expand & collapse option can be given on the same.
For easy response
Main actions for every conversation are in a drop down menu on right extreme of the header block.
Bottom row links will have Reply & Forward links.
Request Properties
Formatting has been changed slightly to make it look like a property sheet.
Increasing the visibility of in-line editing.
Apart from these, "Quick Reply" also being planned for faster and easier inline replying.
These are the enhancements on Request Details so far being analyzed and taken. Post your feedback on this.
regards,
PL. Lakshmanan
User Interaction Designer (SupportCenter Plus)
The following are the prototypes for Request Details View that are being planned. Please find the screen shots attached below.
Proposed design details
Header
All kinds of request status can be changed from "Status" menu on top.
Request SLA compliant status can be shown in the header itself (eg., First Response time is overdue)
Request Sender (Contact & Account details) actions can be on a hover popup to make the header lighter.
To navigate easily between requests "Next" and "Previous" buttons are given on top
Description
Made it compact with To, Cc, Subject information can be shown only when we click "Show details" link on the header. Minimally, description content and attachments will be shown.
Conversation & Notes
View Contact Conversations | View All Conversations can be changed as "Conversation & Notes" with all related conversations can be shown based on user login.
Notes can be clubbed with conversations, because both are the transactions between Customers & Support reps
and its easy to find them in order in which they got added. (with different row coloring)
For easy accessibility "Add Note" link can be given below the latest Conversation thread and it can be an Inline addition. A new thing on this part is Telephonic calls (inbound/outbound), comments etc., can also be entered as a Note type.
System notifications
To narrow down the conversation listing, "System notifications" (auto-replies) are being given on top with a check box option that is being hidden by default.
More on Conversation View
When a new request comes in, first we will show it with description and Conversation & Notes section.
Up to 10 Conversations, it can shown up with header blocks, always the very recent being opened up on the last.
After the 10th conversation, show it with thinner line image representation (to indicate it has more previous
conversations) Expanding these lines will show the conversations in between with header blocks alone. This will save a lot of space increasing the focus on request. At this time with more threads, the Description section being collapsed on top with only header been showed up.
"Show Quoted text" link can be shown inside every conversation thread. Only the latest changed content can be shown by default. - with single click Expand & collapse option can be given on the same.
For easy response
Main actions for every conversation are in a drop down menu on right extreme of the header block.
Bottom row links will have Reply & Forward links.
Request Properties
Formatting has been changed slightly to make it look like a property sheet.
Increasing the visibility of in-line editing.
Apart from these, "Quick Reply" also being planned for faster and easier inline replying.
These are the enhancements on Request Details so far being analyzed and taken. Post your feedback on this.
regards,
PL. Lakshmanan
User Interaction Designer (SupportCenter Plus)