List View Window
When you log in to HelpAlert, the List View window opens and enables you to view and check the status of customer queries.
This window display all incoming queries, as well as current and previous support sessions. It also provides access to most of the features offered by HelpAlert. When HelpAlert is minimized, you can open the List View window by right-clicking the HelpAlert icon in the system tray and selecting Show List View.
List View menu and toolbar
The List View window includes a menu and toolbar in the top navigation, which provides access to the features available on the account.
- Click the View icon to hide or show the Incoming Queries, In Session, Session History and Details sections.
- Click the Preferences icon to access the settings for the HelpAlert application.
- Click the Code Management icon to open the code management window (Phone Mode only).
- Click the Availability icon to change your availability between "Available" and "Not Available" to allow or pause new incoming queries.
- Use the File, Options, View, Codes and Help drop-down menus to access additional features and settings.
The sections in the List View window include variations of the following columns:
|Timer:||Icons and a countdown clock indicating how much time is left to respond to the query|
|Portal:||The name of the portal under which the query was submitted|
|Session ID:||The unique, 9-digit number that identifies the session (and allows customers to connect via Phone Mode)|
|Posted:||The time the query was originally posted|
|Name:||The name of the customer (if available)|
|Language:||The language setting for the portal under which the query was submitted|
|Query:||The text of the customer's question (SmartBox portals only)|
|Start Time:||The time the session began|
|End Time:||The time the session ended|
|Resolution:||The end status of the customer's issue (e.g., resolved, unknown)|
Incoming Queries section
This section lists all open queries that have not yet received a response. Color-coded icons and a countdown clock under "Timer" indicate how much time is left to respond to the query before it becomes overdue.
|New: A new customer query posting.|
|Caution: A query that has not been responded to within the designated time.|
|Warning: A query that has not been responded to within the designated caution time.|
In Session section
This section lists current support sessions (i.e., queries that you replied to and are personally handling). Icons and a countdown clock under "Timer" indicate the status and current length of each session.
|The customer is downloading.|
|The customer is connecting.|
|The customer and representative are in a chat-only communication.|
|The customer and representative are in a Customer Screen Sharing connection.|
|The customer and representative are in a Share My Screen connection.|
Session History section
This section lists all completed support sessions that were conducted since you logged in to HelpAlert (i.e., sessions that have ended).
|Complete: A support session that has been ended.|
This section gives a comprehensive view of any session selected in the Incoming Queries or In Session sections.