jstanden
06-17-2008, 11:21 PM
* [Display] Implemented the much requested 'Read All' mode on the Display Ticket screen. This expands all the messages in the conversation history and sorts them in chronological order (opposed to showing the newest message first). There's a new keyboard shortcut of 'A' on the Display screen to enter this mode at any time. Workers can now permanently turn on 'Read All' mode from their preferences.
* [Reply] Added the ability to set an expiration on the 'next worker' assignments on a ticket. You can set the time limit before the worker is returned to the global pool from the Display->Properties screen or while drafting a reply. This helps facilitate the Cerb4 'Next Worker' concept by allowing the same worker to handle multiple followups on a ticket in a short period of time -- which helps reduce the discontinuity and redundancy when multiple workers from the same shift are constantly swapping tickets (as new replies come in). A worker can now set an expiration using terms like after "2 hours" or at "5pm". This gives a worker enough time to handle followups to their own replies throughout their shift, but they don't have to worry about clearing their assignments when their shift ends. The system will take care of it.
* [Reply] Tweaked the 'Next' options when doing a reply so you can change the Group or Bucket a ticket is in even when closing it. Presently you could only change the bucket on the 'open' or 'waiting' statuses.
* [L&F] Switched over all buttons to <button> tags and applied a consistent CSS style to them. This helps with some issues where people were reporting strange looking interfaces because the buttons and form controls in the interface matched their desktop theme (while the rest of our design didn't).
* [Display L&F] Further tweaked the visual identification of comments, notes, inbound and outbound replies on the Display Ticket conversation list. It should be a lot easier now to tell when apart when a long history has a lot of minimized messages.
* [Overview L&F] Similar to the inbound/outbound style on Display Ticket, inbound and outbound replies are now visually indicated in ticket lists to draw attention to them. New tickets are not.
* [Overview] Linked the 'Assigned' + 'Waiting' Group focusing on Mail Overview to reduce fine-control mouse gestures. When you click on a Group in either pool, the bucket subtotals for both pools will expand.
* [Overview] Added the 'all' link shortcut to the right of the 'Waiting' pool so it's consistent with the 'Available' pool. This allows you to list all the waiting tickets in a Group without having to click twice (once to expand the list, once to select '-All-').
* [Overview] Added new keyboard shortcut of 'M' for listing a worker's tickets (My Mail) on the Mail Overview screen. This plays nice with the 'A' shortcut (All Available Tickets).
* [Display] A context-sensitive list of available keyboard shortcuts is now shown at the top of the Display Ticket toolbar. Several of these helpful shortcuts have existed for a while, but almost nobody knows about them.
* [Reply] Added the ability to set an expiration on the 'next worker' assignments on a ticket. You can set the time limit before the worker is returned to the global pool from the Display->Properties screen or while drafting a reply. This helps facilitate the Cerb4 'Next Worker' concept by allowing the same worker to handle multiple followups on a ticket in a short period of time -- which helps reduce the discontinuity and redundancy when multiple workers from the same shift are constantly swapping tickets (as new replies come in). A worker can now set an expiration using terms like after "2 hours" or at "5pm". This gives a worker enough time to handle followups to their own replies throughout their shift, but they don't have to worry about clearing their assignments when their shift ends. The system will take care of it.
* [Reply] Tweaked the 'Next' options when doing a reply so you can change the Group or Bucket a ticket is in even when closing it. Presently you could only change the bucket on the 'open' or 'waiting' statuses.
* [L&F] Switched over all buttons to <button> tags and applied a consistent CSS style to them. This helps with some issues where people were reporting strange looking interfaces because the buttons and form controls in the interface matched their desktop theme (while the rest of our design didn't).
* [Display L&F] Further tweaked the visual identification of comments, notes, inbound and outbound replies on the Display Ticket conversation list. It should be a lot easier now to tell when apart when a long history has a lot of minimized messages.
* [Overview L&F] Similar to the inbound/outbound style on Display Ticket, inbound and outbound replies are now visually indicated in ticket lists to draw attention to them. New tickets are not.
* [Overview] Linked the 'Assigned' + 'Waiting' Group focusing on Mail Overview to reduce fine-control mouse gestures. When you click on a Group in either pool, the bucket subtotals for both pools will expand.
* [Overview] Added the 'all' link shortcut to the right of the 'Waiting' pool so it's consistent with the 'Available' pool. This allows you to list all the waiting tickets in a Group without having to click twice (once to expand the list, once to select '-All-').
* [Overview] Added new keyboard shortcut of 'M' for listing a worker's tickets (My Mail) on the Mail Overview screen. This plays nice with the 'A' shortcut (All Available Tickets).
* [Display] A context-sensitive list of available keyboard shortcuts is now shown at the top of the Display Ticket toolbar. Several of these helpful shortcuts have existed for a while, but almost nobody knows about them.