Nextiva CX - Unibox Overview
The Unibox is your command center for managing all your customer conversations in NextivaCX. It's where you'll see and respond to messages, live chats, replies, comments, and more, all in one place.
Once you connect a channel (like social media, email, or chat) to NextivaCX, all interactions from that channel will appear in your Unibox. This means you have a single, unified view of your customer communications, no matter where they originate.
An interaction is any communication between the business and the customer, through messages, live chats, replies, comments, and more.
Navigating to the Unibox
- Log in to NextivaCX.
- Select the Unibox from the left toolbar.
How Interactions Appear
Each new interaction is automatically assigned a unique case number. You'll see these interactions in the Assigned/Reassigned/Ongoing section of your Unibox. You'll only see the cases you have access to, have worked on, or are associated with the workspaces you belong to. The Unibox displays interactions from all the workspaces you have access to, giving you a comprehensive view of your customer communications.
Managing Conversations
Once inside the Unibox, filter information will display along with interactions based on your selected view. The Unibox defaults to display the first predefined view, showing all interactions you have been assigned to or involved in.
- My view/agent view: This will show tickets you have access to.
- All Cases within the User’s Profile: This will show all open cases for each profile you have access to.
- Listening Tab: This allows you to view all the data that has been collected in the profiles you have access to.
- Saved Filter: This will show saved filters that you have created or have been shared with you.
Additional filters can be added to enhance your ability to filter and search for specific interactions.
- Filter: Provides you with the ability to narrow the information displayed. You are able to select specific categories of information to display
- Playmode: A dedicated workspace for you to focus on specific incoming interactions assigned directly to you.
- Search: Search function for specific tickets or keywords in interactions.
- Message Statistics: displays the overall health of the case queue. It shows a granular list of all workflow status(s) with how many cases are in that status
- Download: Provides the User the option to download the data displayed to an XLS file.