Nextiva CX - Unibox Playmode Overview

Playmode is a dedicated workspace for agents to focus on specific incoming interactions assigned directly to them. Playmode functions as an automatic distribution center for incoming interactions and is most beneficial for businesses that receive a large volume of interactions and want them assigned accordingly.

Once in the Unibox, Playmode allows Users to manage multiple interactions at once in a dedicated workspace. Here, the User has the ability to move between up to four different active interactions (also called concurrent interactions) and respond to interactions in real-time.
 

Accessing Playmode

1. Go to the Unibox.
   
   
2. Select the Play icon at the top of the Unibox.
    
3. The view of the Unibox will change to show the Playmode view
   
   
   
   
   1. The oldest unassigned case will automatically appear first.
      
      
   2. Case details are on the right-hand side of the screen and the interaction is in the middle.
      
      
4. Users can respond directly to the interactions from Unibox by selecting Reply to Message.
    

Navigating Through Cases in Playmode

1. Once in Playmode, an open case automatically appears. 
    
2. You can work with multiple cases by toggling through each case at the top of the screen.
   
   

• Add a case: To work on another case simultaneously, click the plus + button.
  
  XBert Tip: You can interact with up to four open cases at the same time.
  
  
• Switch Between Cases: Select the corresponding tab at the top of the unibox to navigate between your open cases.
• Close a case: When you are finished working a case, select the X tab to close it from your view.  This does not mark the case as closed, it simply removes it from your view in Playmode.

Assigning Cases in Playmode

1. Cases are assigned to Users in Playmode by rule creation through the organizer feature found in settings.
    
2. Once rules are set up, the case will be automatically assigned.
    
3. To change the case assignment, select the drop-down under assign to.
   
   
    
4. Other Workbaskets and Users attached to the workbaskets will be displayed. Workbaskets are teams/groups of Users that have been created.
    
5. Select a specific User or entire Workbasket to assign.
    
6. Select Apply.
   
   
    
7. A pop-up will appear, asking for confirmation.
    
8. Select Yes.

Changing the Case Status in Playmode

Updating the status of a case in Playmode helps you keep track of its progress and ensures your team stays organized.

1. Locate the Case Status Dropdown: In Playmode, find the case you want to update. Look for the dropdown menu labeled "Case Status" within the case details on the right side of the screen.
   
   
    
2. Select the Case Status. The Status will automatically change.
    
   1. Ongoing: An Ongoing case means a case in the queue that needs further resolution.
       
   2. Soft Close: A Soft Close means that the case has been resolved, but a follow-up may occur. Soft closes will expire and become closed after 24 hours. 
       
   3. Ignore: Ignore means that the case is ignored from being assigned, but not fully closed, so the case is not considered ongoing or in progress.
       
   4. Close: A closed case represents a customer interaction that has been ruled as resolved by the brand. Once a case is closed, any new interaction from the customer will open a new case. Closed cases can be found by filtering for closed status in the Unibox
       
   5. In-Progress: An In-Progress case means the case has been assigned to an agent and is currently being worked on.
      
      
3. After selecting the new status, select Add Notes.
   
   
4.  Briefly explain the action taken or the reason for the status change. This helps keep everyone on your team informed.
   
   
5. Select Save to update the case status.
   
   

XBert Tips:

• You can only change the status of cases that are assigned to you. If a case is assigned to someone else, you'll see the option to reassign it instead.
  
  
• Adding a note is mandatory when changing the case status.
  
  
• Regularly updating case statuses in Playmode keeps your workflow streamlined and ensures that no customer inquiries fall through the cracks.

Responding to Cases in Playmode

A case will automatically display in Playmode.   Read the information in the message located in the middle of the screen.   Confirm the case details on the right side of the screen.   Select Reply to Message located at the bottom of the screen.   Enter a message into the text box. Send or Schedule To send your reply immediately, select reply. To schedule your message for later, select Send Later and choose the desired date and time. Once you've sent or scheduled your reply, update the case status to reflect the current situation (i.e., Ongoing, Soft Close, Close). Add a note explaining the change. XBert Tips:   You can work on up to four cases simultaneously in Playmode. If you close a case and have others open, you can continue working on those or select the plus symbol (+) to add another case to your view. If you close the only open case in Playmode, a new case will automatically be opened for you, ensuring you're always working on the next customer interaction.

Filtering Playmode

You can filter the tickets that will appear in playmode.

1. Select a workspace.
2. Adjust the filters to select the desired date range, source, or other criteria.
   
   
3. Only tickets that meet the filter requirements will appear in playmode.
   
   

Exit Playmode

1. When you are ready to leave Playmode, select the pause button to stop new cases from coming your way.
    
2. Select exit Playmode. 
    
3. A pop-up will display requesting the reason for exiting Playmode. Select the best reason.
   
   
    
4. Select Yes to be directed back to the Unibox.