When looking at a conversation you may see action history items signaling certain events that have taken place in that conversation. Just as a resource, we wanted to explain what someone of those mean and when some of those are triggered. :)
If you see one that is not listed here, please send us an email to firstname.lastname@example.org and we can take a look, help explain it, and get it added to the list for you.
Set Queue by Queue Routing: Set queue by queue routing is the action of placing conversations in individual queues based on the settings your brand has established for that channel. This is triggered when conversations are first brought into Agent Workspace.
Set Queue By Rule: If you have rules established that assign conversations to individual queues, you will see this action item. This is triggered when new content is received that triggers those rules.
Tag By Agent: If an agent tags the entire conversation, not an individual comment, this will appear. This will display the agents name, time stamp, and rule they added.
Tag By Rule: If the conversation triggers a rule that establishes a tag, it will display here.
Reply And Mark Closing: If an agent replies to a conversation and mark that conversation as closing, it will display in the action item with that agents name, close reason, and time stamp.
Pending Close By Agent: If an agent marks a conversation as closing, it will display Pending Close based on the Closing Grace Period for that queue. This will display the agents name, close reason and time stamp.
Close As By Agent: After the closing grace period has expired, a conversation will be marked as closed. This will display the agents name, close reason and time stamp.
Pending Close: Auto Closed (Waiting On Customer) If a conversation is placed into Hold Waiting On Customer status, It will display here. This will start the Hold Automatic Timeout.
Auto Closed (Waiting On Customer): If the Hold Timeout has expired, the conversation will mark as auto closed. If that hold was placed by the bot it will show Bot. If it was placed by an agent, it will show the agents name and time stamp.
Move Back To Inbox By Agent: If an agent has been previously assigned a conversation and selected "Move to Inbox" it will display with their name and time stamp of the action.
Move Back To Inbox (Client Specific): Separate item based specifically on a clients environment.
Assign To Agent By Agent: If an agent assigns a conversation to a colleague it will display the assigning agents name, time stamp, and who they assigned the conversation to.
Again, if we missed any please send us a message to email@example.com