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Incident queue—A sequence of unassigned,
unresolved incidents. When an incident queue is
added, it can be defined as the default queue. Incidents are added to queues automatically by business rules or manually by re-queuing and are
handled in a first-in, first-out manner.
Incident severity—An option for classifying and
recording an incident’s importance and urgency.
Incident status—A method of tracking an incident’s state. The default incident statuses are
Solved, Unresolved, Updated, and Waiting, and
custom statuses can be added.
Incident status type—The status of an incident
as it moves through the system. Default incident
status types are Solved, Unresolved, and Waiting.
Incident thread—The list of all activity on an
incident, including the original question, agent
responses and updates, customer updates, records
of conversations, and staff member notes about
the incident (which are not visible to customers).
The incident thread lists activity in chronological
order and can be filtered by thread type.
Indexing—A process in which the text of an
answer or incident is stemmed and indexed into
keywords and phrases. These keywords and
phrases are used to build the answer and incident
phrases tables that are used during text searching.
When an answer is added or updated, the Keywords, Summary, Question, and Answer fields are
stemmed and indexed to create one-, two-, and
three-word phrases. When an incident is added or
edited, the Subject field and incident thread are
stemmed and indexed to create one-word phrases.
Industry type—An option for classifying organizations by type of industry.
Information gaps—A report that clusters incidents in RightNow Service and compares the topics to answer clusters, allowing organizations to
pinpoint those areas (or gaps) in the knowledge
base needing additional answers.
Initial state—A required state in every rule base.
The rules engine evaluates a new or updated object
using all rules in the initial state. Unless one or
more rules in the initial state transition the object
to a function or different state, the rules engine
stops after all the rules in the initial state have been
processed.
See also Rule state.
Inline—A method of displaying output definitions and filter definitions as lines of text in the
report.
See also Output definition.
Inline editing—A feature for editing values
directly on a report without having to open each
record to make changes. Staff members can edit
individual values in one record or select several
rows to change values in multiple records. Staff
members must have permission in their profile to
edit the specific record type, and inline editing
must be enabled on the report.
Inner join—A relational database operation that
selects rows from two tables on the condition that
the value in the specified column of the primary
table is equal to the value in the specified column
of the secondary table.
See also Outer join.
Interactive voice response (IVR)—A telephone
system application that allows callers to provide
information (for example, incident reference numbers or organization name) to the system using
either their voice or a touch-tone keypad.