Contactual Agent Supervisor Desktop Guide

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Virtual Contact Center
8x8, Inc.
Agent Console Guide
Copyright © 2012, 8x8, Inc. All rights reserved.
This document is provided for information purposes only and the contents hereof are
subject to change without notice. This document is not warranted to be error-free, nor
subject to any other warranties or conditions, whether expressed orally or implied in law,
including implied warranties and conditions of merchantability or fitness for a particular
purpose. We specifically disclaim any liability with respect to this document and no
contractual obligations are formed either directly or indirectly by this document. This
document may not be reproduced or transmitted in any form or by any means, electronic
or mechanical, for any purpose, without our prior written permission.
8x8® is a registered trademark of 8x8, Inc.
Version 7.0 Rev. 1.0
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Preface
Contactual was acquired by 8x8, Inc in September 2011. Contactual, now part of 8x8
provides a better alternative to traditional call center technologies. With the acquisition,
the OnDemand Contact Center is now renamed to Virtual Contact Center. The Virtual
Contact Center is the fastest and easiest way to deploy a world class contact center.
Virtual Contact Center makes it easy to manage all of your customer interactions –
phone, email and chat - through a single system. Our award-winning solution is 100%
web-based and was developed by industry-leading designers to be extremely easy to use,
thus speeding the adoption process for both agents and supervisors. The Virtual Contact
Center includes all of the functionality you need to provide an exceptional customer
experience: skills based routing, multi-media interaction management, IVR, CTI, case &
contact management, call recording, real-time monitoring, desktop sharing, reporting,
and much more.
This guide provides agents with the information necessary to use the Agent Console to
manage customer interactions.
Depending on your subscription, some components described in this guide may not be
included in your purchased subscription.
8x8, Inc
SALES: 1.877.725.2621
SUPPORT: 1.866.975.2273
www.8x8.com/contactual
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Contents
Preface
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Contents
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Getting Started with the Agent Console
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How to Use this Document
What You'll Need to Begin
Logging In and Setting Your Status
Logging In to the Agent Console
Before You Begin
Changing Agent/Supervisor Password
Resetting your Agent/Supervisor Password
Logging in with Reset Password
Logging out of the Agent Console
Overview of Tools
Configuring Your Agent Profile
Configuring Agent Account Settings
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Viewing Your Queue Assignments
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Recording Agent Messages
Setting Your Status
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Summary of Agent Profile Settings
Changing Your Telephone Number
Formatting Telephone Number Entries
Specifying a New Agent Console Telephone Number
Making a Verification Phone Call
Before you Begin
Configuring Email Options
Configuring your External CRM
External CRM Setup Summary
Personalizing your Agent Console
Being Busy with an Interaction In Progress
Working Offline
Taking Breaks and Other Unavailable Statuses
Working with Status and Transaction Codes
Choosing Status Codes
Choosing Transaction Codes
Overview of Processing Interactions
Overview of Interactions and Status
Managing Multiple Interactions
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Processing Phone Interactions
Overview of Phone Interactions
Overview of Phone Controls
Accepting a Phone Interaction
Recording Phone Interactions
Playing Agent Recorded Messages
Adding Notes During an Interaction
Transferring a Phone Interaction to a Different Agent
Transferring a Phone Interaction to a Different Phone Queue
Making Outbound Phone Calls to External Phone Numbers
How the Agent Console Places Outbound Calls
Keyboard Dialing Digit Tones
Features
Limitations
Using Keyboard Digit Tone Dialing
Processing Outbound Campaign Calls
Rescheduling Campaign Calls
Saving Do not Call Disposition
Managing Your Status During Outbound Calls
Placing Outbound Calls and Choosing Transaction Codes
Transferring a Phone Interaction to an External Phone Number
Using Join Lines to Set Up a Conference Call
Overview of Agent Console Conference Calls
Adding an Agent to a Conference Call
Adding an External Party to a Conference Call
Processing Voice Mail Interactions
Overview of Voice Mail Interactions
Accepting a Voice Mail Interaction
Processing Chat Interactions
Overview of Chat Interactions
Accepting a Chat Interaction
Transferring a Customer Chat to a Different Queue
Using Agent-to-Agent Chat
Inserting FAQ Answers into Chat Interactions
Viewing a List of FAQ Answer Shortcuts
Inserting Preformatted FAQ Answers into Chat Messages
Processing Email Interactions
Overview of Email Interactions
Accepting an Email Interaction
Transferring an Email to a Different Queue
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Inserting Preformatted FAQ Responses into Email Replies
Pulling Emails From a Queue
Deleting Emails From a Queue
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Managing Customers, Cases, and Tasks
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Viewing your Customer and Case Information
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Customizing Lists of Customers and Cases
Searching for Customers or Cases or Tasks
Searching for Customers
Searching for Cases
Searching for Tasks
Creating and Editing Customer Records
Creating and Editing Case Records
Editing a Case Record
Creating Follow-up Records
Creating and Editing Tasks
Features
Creating a Task
Editing a Task
Viewing a Task History
Listing Tasks of a Customer
Understanding Rich Text Editor
Summarizing the Menu Elements of Rich Text Editor
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Description - Spell Checking
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Creating CRM Reports
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Description - Inserting an Image
Description - Inserting a Hyperlink
Description - Inserting a FAQ
Description - Inserting a Signature
Creating a CRM Customer Report
Creating a CRM Case Report
Posting and Viewing Notification Messages
Sending a Notification Message
Viewing Notification Messages
Using the Collaborate Feature
Overview of a Collaborate Desktop Sharing Session
Before Running Collaborate For The First Time
Establishing a Collaborate Session
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GLOSSARY
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Index
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Getting Started with the Agent Console
The Contactual Agent Console enables agents to use a graphical user interface (GUI) to
manage customer interactions.
If you are the primary contact center administrator, Contactual will provide you with the
information you will need to access and configure your Virtual Contact Center.
If you are an agent, your contact center supervisor will provide you with the information
you need to access your Agent Console account, as well as your contact center's policies
and guidelines for using that account.
How to Use this Document
This document provides an comprehensive overview of the primary tasks you will use the
Agent Console to perform.
Your contact center supervisor will provide you with an overview of your duties as a
customer agent, including the types of customer interactions you will be responsible for.
When you connect to your Agent Console account for the first time, use this document to
learn how to configure your account. Your supervisor will help you configure your Agent
Console account so that it conforms with your contact center's technical requirements
and operational policies.
After configuring your Agent Console account, this document provides both overview and
detailed information about processing interactions, managing your status, and working
with customer, case, and follow up records.
What You'll Need to Begin
Each agent workstation requires the following:
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An agent telephone that is available exclusively for handling Virtual Contact Center
phone interactions during working hours
A computer equipped with the Internet Explorer Web browser, versions 7 or 8
For information about agent workstation technical requirements, see your contact center
supervisor or the Contactual Technical Requirements.
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Logging In and Setting Your Status
Your supervisor will provide you with the URL, username, and password you will use to log
in to your Agent Console account.
You supervisor may also instruct you to update certain parts of your Agent Console user
profile.
Logging In to the Agent Console
Perform the procedure in this topic to log into your Agent Console account.
Before You Begin
Before performing the procedure in this section:
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Verify that Internet Explorer is properly configured.
For information about configuring Internet Explorer, see the Contactual Technical
Requirements.
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Acquire your URL, username, and password from your supervisor.
Note: Based on the configuration of your Virtual Contact Center, you may receive the
login information through a system generated email or from your Supervisor manually.
The email includes User name, System Generated Password, and link to the Agent
Console.
To log in to the Agent Console:
1. In Internet Explorer, in the Address Bar, type the URL for your Agent Console.
Internet Explorer displays the login page.
2. In the login page, type your username and password, then press ENTER.
Agent Console usernames and passwords are case-sensitive.
By default, the Agent Console displays the desktop in On Break status.
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Figure 1: Agent Console, On Break status
In On Break status, the Agent Console disables all features and tools except the
Available, Work Offline, and Log Out status buttons.
Changing Agent/Supervisor Password
When you receive your account password set by administrator, you can login once with
the password. After your first login, the system prompts you to change the password. Also,
you can also change the password anytime by navigating to your profile.
To change the password:
1. Login to Agent Console
2. Navigate to My Profile in the Agent Console.
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Figure 2: Agent Profile
3. In the Security area, click New Password and enter new password.
Note: Hover over
to know the password length.
4. Retype the new password and click Save.
Note: If your password fails to meet the password criteria set by the administrator, a
message indicates the failed criteria and prompts you to retype the password.
Your new password is saved. Use the new password to login next time.
Resetting your Agent/Supervisor Password
If you forget your password to Agent Console, you do not have to contact your supervisor
or administrator to reset the password. You can reset your password automatically by
providing your User name and Tenant name. The new password is sent to the email
address specified in your agent profile. If you have set up a security question and answer
in your profile, a link to the security question is emailed to you. On answering the
question correctly, you will receive the reset password in an email. This additional step
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proves that the person requesting to reset the password is the one assigned to the agent
account.
To reset your forgotten password:
1. Click Forgot Password in the Agent login screen.
Figure 3: Agent/Supervisor Desktop Login
A dialog box appears prompting for User name.
2. Enter User name exactly as you would for logging into the Agent Console (user name
can be in one of the two forms – agent_id@tenant_id or agent_id if tenant id is
provided as a parameter in the login URL, please confirm with Contactual
administrator) and click Continue.
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Figure 4: Reset Password - Prompt for User Name and Tenant Name
A message indicates a new password is sent to your email address with the required
information to proceed.
3. Open your email and click the link in the email. A dialog box opens prompting for an
answer to your security question.
Figure 5: Reset Password - Security Question Prompt
Note: If you have not set up a security question and answer in your profile, you will
receive a reset password in the email.
4. Enter your answer to the security question. If you answered right, a message indicates
a reset password is emailed to you.
5. Open your email to obtain the system generated reset password.
Logging in with Reset Password
You are allowed to use reset password to login to Agent Console only once. Upon logging
into the Agent Console with your reset password, you are prompted to change the
password. If you fail to change the password, you will be automatically logged out.
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To login with the reset password:
1. Open your email to obtain the system generated reset password.
2. Login to Agent Console with the reset password. You are logged in successfully and
prompted for changing the password.
Figure 6: Logging with Reset Password
3. Enter a new password and click Change to proceed with the login.
Or click Logout.
Logging out of the Agent Console
Whenever you are not scheduled to work, you must log out of the Agent Console. If you
fail to log out, the Agent Console will incorrectly report your status.
To log out of the Agent Console:
1. In the Agent Console, click Work Offline or Take Break.
Your status must be working offline or taking a break to display the Log Out button.
2. Click Log Out.
Internet Explorer displays the login page.
Caution: Closing the Agent Consolebrowser does not log you out. To log out, you must
click Log Out in the control panel.
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Overview of Tools
Figure 7 illustrates the three functional areas of the Agent Console.
Figure 7: Agent Console, three functional areas
Table 1describes the three Agent Console functional areas.
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Table 1: Summary of Agent Console Functional Areas
Functional Area
Description
1: Control Panel
Use theAgent Console Control panel to access the controls and status
information you need to process an interaction and work withAgent
Console tools.
The Agent Console dynamically adjusts the Control panel tabs in response
to the interaction type and task you are performing. For information about
specific Control panel features, refer to the information for eachAgent
Console interaction type.
2: Navigation Panel
Click an icon to display anAgent Console tool. Depending on which tool you
select, theAgent Console opens the tool in the CRM panel, described later
in this table, or in a separate browser window.
Your Navigation bar may include more or fewer icons, depending on
whether you are an agent or agent supervisor, your agent account
permissions, and your service or feature subscriptions.
In the Navigation bar, click:
3: Display Panel
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Home to display the Contactual CRM.
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My Customers to list your open case records by customer.
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My Cases to list your open case records.
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My Tasks to view the tasks assigned to you.
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My Profile to display yourAgent Console account settings.
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My Recording to allow agents to record messages to be played to
customers.
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FAQ to display the link to the Agent Console Frequently Asked
Questions page in a new browser Window.
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Collaborate if your Navigation bar includes the optional Contactual
Collaborate feature.
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Monitoring to display the Agent Supervisor Console Queue and Agent
management tool in separate browser window.
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Reporting to display the Agent Supervisor Console report selection and
generation tool.
Use the CRM panel to work with the tool selected by clicking an icon in the
Navigation bar, described earlier in this table.
Configuring Your Agent Profile
Your Supervisor will instruct you how to configure your Agent Profile to conform with
company policies.
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Configuring Agent Account Settings
Before configuring the contact center's agent accounts, the contact center's management
team should define a standard configuration for each type of agent that will work in the
contact center.
The contact center administrator can then use those standard configuration values to
guide the use of the Agent Console, My Profile page, to configure a given agent's account.
The information on the My Profile screen is organized under the following areas:
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General: Presents information on agent name, display name, tenant name, tenant
label, product version and revision.
Personal: Lets you enter or edit or view email address, phone number, and make
verification call to the specified number.
Personalization: Allows you to personalize your Agent Console with notification sound
alert, specify Date Format, Default Signature, and Default email signature etc.
External Setup: Lets you define your login credentials to access your integrated third
party CRM.
Security: Lets you change password to login. You can also select a security question
and input an answer which will be used in the event of resetting a forgotten password.
Queue Assignment: Specifies inbound and outbound phone, chat, email and voicemail
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queues to which the agent is assigned.
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Summary of Agent Profile Settings
The following table summarizes profile settings in Agent Console.
Table 2: Summary of Agent Console, My Profile page settings
Agent Profile
Information Areas
Profile Setting
Description
General
Agent Name
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Displays agent name as entered by the Virtual Contact
Center administrator.
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agent Id used to login to Agent Console.
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Tenant Label that appears on top of the Configuration
Manager and Agent Console windows.
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Name of the tenant.
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Specifies the version of Virtual Contact Center.
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Represents the revision number of Virtual Contact
Center.
Email Address
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Type the email address for this account. When the agent
uses the CRM case management page, Notification tab,
to send an email, the agent can choose this email
address as the From address for the message.
Phone Number
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Designated number to process interactions on the
Agent Console.
SIP Phone URI
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specifies the SIP Phone URI of a VOIP phone. The SIP URI
resembles an e-mail address and is written in the
following format: SIP URI = sip:x@y:Port Where
x=Username and y=host (domain or IP).
Make Verification Call
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Places a call to the specified phone number for
verification. On answering the verification call, you can
set up a voice mail greeting.
Notification Sound
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Provides a choice of alert sounds to notify a new
interaction. You can play to check the notification sound.
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Offers a choice of date formats to apply on all email
notifications sent to and from the tenant.
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Choose the default email signature used when sending
email messages from this account. When the agent uses
the CRM case management page, Notification tab, to
send an email, the default signature appears as one of
the choices in the Signature list.
Agent Id
Tenant Label
Tenant Name
Version - Package
Revision
Personal
Personalization
Date Format
Default Signature
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Agent Profile
Information Areas
Profile Setting
Description
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Choose the default From address used when sending
email messages from this account. When the agent uses
the Contactual CRM page, Notification tab, to send an
email, the default from address appears as one of the
choices in the From list.
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Type the email signature for this account. When the
agent uses the CRM case management page,
Notification tab, to send an email, the agent can choose
to insert this Signature in the message
Default "From"
Email Signature
External Setup
External Username,
External Password
If the Agent Console has been configured to interoperate
with a third-party CRM, in the External Username and
External Password text entry areas, type the login
credentials this agent uses to access the third-party CRM.
Queues Assignment
Inbound Phone
By default, the Queue Assignments area lists the agent's
queue memberships.
Outbound Phone
chat access
email
Voice Mail
Security
Old password
If the contact center administrator uses the Contactual
Configuration Manager to enable the Agent can change
queue assignments option for this agent, then the agent can
use the Queue Assignments area to disable a queue's
ability to offer the agent interactions.
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By default, the current password is listed for all the
three fields. If an agent wishes to change the password,
he should enter the old password, and new password,
and confirm the new password.
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Hovering over the symbol indicates the password
length defined for the Agent Console.
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Selecting a Security Question and answer in the profile
is used to ensure the person requesting to reset the
password is the one assigned with the agent account.
New Password
Retype Password
Security Question
Security Answer
Changing Your Telephone Number
Your contact center supervisor has configured your Agent Console account to conform
with your contact center's technical requirements and company policy.
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In the My Profile tab, the Phone Number text entry area specifies the phone number you
will use to process Virtual Contact Center phone interactions.
Do not change your Agent Console phone number unless directed to by your supervisor. If
your supervisor directs you to change your number, possibly to respond to an emergency
or to enable you to work in a different location, navigate to your agent profile, in the
Personal text entry area, enter the phone number and save the new settings .
You may use a traditional landline telephone, or an IP Phone, or a softphone. If you use a
hardware telephone, enter the telephone number here. This could be your cell phone, or
home phone, or desk phone offering the flexibility to function as an agent from virtually
anywhere. If you use a soft phone, configure the soft phone, and enter the SIP Phone URI
here.
To change your Agent Console telephone number:
1. In the Agent Console, click Work Offline.
The Agent Console makes you unavailable for new interactions.
2. In the Navigation bar, click My Profile.
The Agent Console displays the profile configuration page.
3. In the My Profile configuration page, in the Phone Number text entry area, enter
your telephone number.
For information about valid telephone numbers, see Specifying Valid Telephone
Number Entries, above.
4. Perform the procedure in Making a Verification Phone Call, on page 15 to verify the
operation of the new phone number.
Formatting Telephone Number Entries
In the Agent Console My Profile page, telephone numbers typed into the Phone Number
text entry area:
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In the United States, must be of the form:
1 three-digit area code seven-digit phone number
In the United States, when typing numbers into Agent Console text entry areas, always
preface the area code with 1.
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Outside the United States, must be of the form:
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Country Code phone number
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May contain optional dashes, spaces, or parentheses
The following illustrates three valid United States telephone number entries:
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15102592675
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1-510-259-2675
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1(510)259-2675
Specifying a New Agent Console Telephone Number
Perform the procedure in this section to change the number of your wired telephone.
If you are using a VoIP phone, do not change your SIP Phone URI unless directed to by your
contact center supervisor.
To change your Agent Console telephone number:
3. In the My Profile configuration page, in the Phone Number text entry area, enter
your telephone number.
For information about valid telephone numbers, see Specifying Valid Telephone
Number Entries, above.
4. Perform the procedure in Making a Verification Phone Call, on page 15 to verify the
operation of the new phone number.
Making a Verification Phone Call
Perform the procedure in this section to verify the connection between the Virtual
Contact Center and your wired or SIP VoIP agent telephone.
For information about specifying your agent telephone number or SIP URL, see Specifying
a New Agent Console Telephone Number, on page 15.
Before you Begin
Ask your supervisor if your account has been configured to permit direct agent access.
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If your Agent Console account permits direct agent access, you can choose to change your
personal voice mail greeting as part of verifying the operation of your agent telephone.
To verify the operation of your agent telephone:
3. In the My Profile configuration page, click Make Verification Call.
After the Agent Console places a call to the phone number or SIP Phone URI, answer
the call to complete verification of your agent phone number.
4. If your Agent Console account permits direct agent access, and you want to change
your personal voice mail greeting, follow the recorded instructions.
Hang up the phone to complete the verification of your agent telephone.
Configuring Email Options
Your contact center supervisor has configured your Agent Profile to conform with your
contact center's technical requirements and company policy.
For information about Agent Console email options, see Configuring Agent Account
Settings, on page 10.
Do not change your Agent Console email settings unless directed to by your supervisor.
Configuring your External CRM
If your contact center is integrated with an external CRM such as Salesforce.com or
NetSuite, you can access your external CRM account from your Agent Console by saving
the login credentials necessary to access the account.
Virtual Contact Center now provides out of the box integration with:
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Salesforce
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NetSuite
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Zendesk
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Microsoft Dynamics
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To enable your agent account for external CRM Integration:
1. Login to Agent Console.
2. Navigate to Profile.
3. Scroll down to the External Setup area.
The External Setup provides three tabs.
o
Authentication Tab: Allows agents to save CRM login credentials
o
Screen Properties Tab: Allows agents to define Screen Pop properties such as
opening a new window for Screen Pop.
Note: This tab is enabled only if the tenant administrator grants access privileges.
o
Window Properties Tab: Allows agents to define size and position of the Screen
Pop window.
Note: This tab is enabled only if the tenant administrator grants access privileges.
4. Enter your CRM login ID, and password in the Authentication tab.
Note: Salesforce requires you to add the security token to your password to
authenticate access from a third party application. Obtain your security token from the
original Salesforce communication email or your Salesforce administrator.
Figure 8: External CRM Authentication
5. Click the Screen Properties tab to view or change the settings.
Note: The agents' ability to define Screen Pop window properties is available for
Salesforce, Zendesk and MS Dynamics integration only.
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Figure 9: External Setup > Screen Pop Properties
6. Click the Window Properties tab to view or redefine the Screen Pop window
properties.
Note: The agents' ability to define Screen Pop window properties is available for
Salesforce, Zendesk and MS Dynamics integration.
Figure 10: External Setup > Screen Pop Window Properties
7. Save your settings to launch your external CRM from the Agent Console.
Your supervisor will provide you with the information you need to access and work with
your contact center's third-party CRM product.
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External CRM Setup Summary
The following table summarizes External CRM set up options in the Agent Profile.
Table 3: Agent Profile > External Setup Options
Functional Area
Description
Authentication Tab
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External username: Enter the Username or login ID to log into your
external CRM.
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External Password:Enter the password to login to your external CRM.
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Open new window for Screen Pop-up
Screen Properties Tab
This option allows agents to view Screen Pop of interactions in a standalone
pop up window instead of opening new tabs within theAgent Console.
Note:This tab enabled only if
the tenant administrator
grants access.
If an interaction is connected to multiple records, a tab opens listing all
matching records. You can click on a record to view the record details.
If the option is disabled, launches the native CRM URL within the Agent
Console. Along with this option, two more options are available:
o Use single window only: This option displays the Screen Pop
in a new window and refreshes the same window to show
new contact and call log information.
If disabled, launches new contact and call log information in
new windows.
o
Hide result listing for single search result: If an interaction
fetches multiple matching records, a browser tab lists all
matching records in a tabular format. Clicking on a record
shows the record details.
If this option is enabled, an interaction fetching a single
matching record opens the record details in a new window
and hides the result listing tab as shown below.
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Functional Area
Description
If this option is disabled, the matching single record lists in a
tab in addition to opening in a new window.
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Functional Area
Description
Window Properties Tab
Show toolbar:
Note: This tab is enabled only
if the tenant administrator
grants access
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Selecting Yes displays the Internet Explorer toolbar at the top of the
stand-alone popup window.
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Selecting No displays the window without the Internet Explorer toolbar.
Note: Show toolbar is not supported on IE9.
Size and Position:
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In the width and height text entry areas, enter the size of the screen
pop window in pixels.
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In the top and left text entry areas, enter the screen position of the
screen pop's upper-left corner in pixels.
Personalizing your Agent Console
You can personalize your Agent Console settings by choosing a notification option, setting
a date format for your communications, and defining your signature setting for emails.
Figure 11: My Profile > Personalization
The notification serves as an interaction audio alert. You will hear this audio alert when
an interaction is offered to you. Select an option from the available choices.
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You may personalize your emails by creating a custom signature and a date format. You
can create a simple text based signature, or a custom signature using HTML tags. If
needed, create multiple signatures, and set up a default signature for all your emails. You
can insert a signature with a single click in your emails.
Viewing Your Queue Assignments
Your contact center supervisor has assigned you to one or more queues.
In the My Profile page, the Queue Assignments area lists your queue assignments.
If your Agent Console account permissions allow it, you may also disable queue
assignments as directed by your contact center supervisor. In the Queue Assignments
area, for each assigned queue, select or clear a queue then click Save to enable or
disable that queue assignment.
Recording Agent Messages
The Agent Console allows you to record up to ten messages and play them during an
inbound or outbound call. When you place an outbound call and reach voice-mail, you can
choose to play a pre-recorded message and hang up. The application plays the message
and terminates the call. During an inbound call, you may choose to play a welcome
message.
Prerequisite: To record a message from your phone, your phone must be entered in your
profile.
To record a message:
1. Click My Recording in the Navigation bar. The Agent Console displays the Voice PreRecordings panel.
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Figure 12: Agent Console,Voice Pre-Recordings page
2. Click New in All Voice Pre-Recordings pane.
3. In the Selected Voice Pre-Recording pane, enter the following information:
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Enter a name to identify the voice message in the Name entry area.
Enter a brief description to state the purpose of the message in the Description
entry area.
n
Enter the text of the message in the Text entry area.
n
Check the Enabled box to play this message during a call.
4. Click Record a Message in the Selected Voice Pre-Recordings pane. A screen pop-up
appears indicating the following steps to record a voice message.
a. Click Call Your Phone. Your phone rings. When you answer the call, you are
prompted to record your message after the beep.
b. Click Record and say your message.
c. Click Stop Recording to end the recording. The recorded message is played to you.
If you are not satisfied with the recording, you can re-record the message by
clicking Record or by pressing 1 on your phone key pad.
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d. Hang up the phone and click Close to close the pop-up screen.
Figure 13: Voice Pre-Recordings - Dialog box
5. Click Enabled and Save.
Note: You can play the message and re-record if you wish to by clicking Record a
Message.
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Setting Your Status
When you are logged in to the Agent Console, you are either available to accept new
interactions or unavailable.
When your status is Available, you can use tools while waiting for a new interaction, but
the Agent Console is permitted to offer you a new interaction.
When your status is Working Offline, it can be because you are processing the current
interaction, updating the CRM data for a previously received interaction, or taking a
break. Regardless of why you are Working Offline, the Agent Console is not permitted to
offer you a new interaction.
Table 4 lists the four statuses. For each of the four statuses, Table 4:
n
Uses a Y to identify which features are available
n
Lists the statuses you can choose while in a particular status
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Table 4: Summary of Agent Console tools and options available for each type of agent status
Agent status
Available
Receive new
interactions
Y
Access Agent
Console tools
n
Work Offline
n
Take Break
n
Available
n
Work Offline
n
Take Break
Y
n
Available
Generally, tools are
accessed to complete
the most recent
interaction.
n
Work Offline
n
Take Break
Y
n
Available
n
Take Break
n
Log Out
n
Available
n
Work Offline
n
Log Out
Y
New interactions
permitted to
interrupt.
Busy,
In Progress
Post Processing
Work Offline
Available statuses
Y
Generally, tools are
accessed to process
the current
interaction.
Take Break
Being Busy with an Interaction In Progress
In the Control panel, click Available to become available to receive new interactions and
access to all features.
When you accept a new interaction, the Agent Console automatically changes your status
to Busy or In Progress. When your Agent Console status is Busy or In Progress, you are
unavailable to receive new interactions. The amount of time you are allotted to complete
a particular type of interaction is specified by your contact center administrator when he
or she configured the contact center.
When you complete an interaction, the Agent Console automatically changes your status
to Post-Processing. When your status is Post Processing, you are unavailable to receive
new interactions. Use the post processing interval to perform any tasks required to
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finalize the interaction. The amount of time you are allotted to perform post processing is
specified by your contact center administrator when he or she configures the contact
center.
When you are Busy or In Progress, the Agent Console enables you to access all Agent
Console tools.
Working Offline
In the Control panel, click Work Offline to prevent the Agent Console from offering you
new interactions yet retain the ability to access all features.
Examples of tasks you may perform offline include:
n
Extending the time available to complete the existing interaction
n
Updating your CRM customer and case information
Taking Breaks and Other Unavailable Statuses
In the Control panel, click Take Break to become unavailable to receive new interactions
and disable access to all features.
Working with Status and Transaction Codes
If your contact center includes the optional Status or Transaction Codes features, then you
may have to select one or more custom codes as your status changes or as you process
interactions.
Your supervisor will provide you with a list of your company's custom codes and explain
when to choose a particular code.
Choosing Status Codes
If your Virtual Contact Center includes the optional agent status codes feature, your
contact center administrator has created status codes that identify specific sub-categories
within a given status.
In an Agent Console equipped with the feature, as you use the Control panel to change
your Agent Console status, you will also choose a status code.
For example, if in the Control panel you click Working Offline, the Agent Console displays
a list of reasons for working offline that, depending on your contact center's code
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definitions, may include reasons such as Attend Meeting, Training, or Other. You must
choose a status code before you can complete the status-change operation.
The procedure in this section assumes your Agent Console includes the optional Status
Codes feature.
Figure 15 shows the Control panel displaying a Take Break status code of Lunch.
Figure 15: Agent Console, select status code
To choose a status code:
1. In the Agent Console, in the Control panel, click a status code.
For a list of statuses, see Setting Your Status, on page 25.
The Agent Console displays a list of status codes for the selected status.
2. In the list of status codes , click a code.
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The Agent Console applies the status. The status and associated status code appear in
the contact center's historical reports.
Choosing Transaction Codes
Transaction codes are mainly used to:
n
State the purpose of interactions.
n
Indicate the outcome of inbound and outbound interactions.
n
Assign calling Line Identifier to outbound calls.
For example, an ACME Sales representative processing a sales campaign for a new
product, places outbound calls to prospect customers. He can record the result of each
interaction with predefined transaction codes such as 'Successful Sale', 'Prospect
Interested - Call back', 'Prospect not Interested -Do not call back', ‘Reached Voicemail’,
and ‘Faulty Number’ etc. Further in the sales process, you can define transaction codes to
identify various stages of the sales process, and apply the codes to convey the status and
result of each interaction.
Transaction codes can be defined to set the calling line identifier (caller ID) to be
displayed to the called party's telephone when placing an outbound call with the Virtual
Contact Center.
If your Virtual Contact Center includes the optional transaction codes feature, your
contact center administrator creates transactions codes that identify specific types of
interactions or call disposition.
Codes can be configured to be optional or required. If your Agent Console is equipped
with the feature, as you process interactions, the Control Panel displays a list of
transaction codes. You can select and save a code from the list.
If you use the Agent Console to place outbound calls, you may be required to select a
transaction code before you can originate the outbound call.
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Figure 16: Agent Console, selecting a transaction code
You may select a transaction code to assign a calling line identifier to an outbound call,
and select codes to indicate the call disposition as shown above.
To select a transaction code during a call:
1. In the Agent Console Control panel, enter a number to dial, and click Dial.
The Outbound Dial Codes list appears.
2. Select a code from the list and click Save. The code is assigned to the call.
When the call is established, the Options menu in the Control Panel gets enabled.
3. In the Agent Console Control panel, click Options.
In the Options menu, select Transaction Codes to bring up the code list.
The Agent Console applies the code and enables you to begin processing the new
interaction. The transaction code appears as part of the contact center's historical
reports.
4. Select a code from the list and click Save.
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Overview of Processing Interactions
Your contact center supervisor will assign you to one or more queues.
The Virtual Contact Center supports four types of queues:
n
Phone
n
Voice Mail
n
Chat
n
Email
Each type of queue corresponds to a type of Agent Console interaction. Interactions are
the customer requests for information or assistance that you will use your Agent Console
to process.
Overview of Interactions and Status
When you accept a new interaction, the Agent Console sets your status to Busy (or an
interaction-specific variation of busy such as Email in Progress). When your status is busy,
the Agent Console will not offer you new interactions.
After you complete an interaction, the Agent Console sets your status to Post Processing
and starts a post-processing countdown timer. The post processing interval provides you
with the time required to perform any post-interaction tasks, such as updating a customer
or case record.
After the post-processing countdown timer reaches zero, the Agent Console sets your
status to Available. When your status is Available, the Agent Console will offer you new
interactions.
If the post processing countdown timer reaches zero, and you need additional time to
perform post-interactions tasks, click Work Offline. When your status is Working Offline,
the Agent Console will not offer you new interactions.
Managing Multiple Interactions
If your status is Available, and you are working with the Contactual CRM, then accepting a
new interaction causes any unsaved CRM updates to be lost.
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If you are working with the Contactual CRM, and accept a new interaction, the Agent
Console:
n
Discards any unsaved CRM changes
n
Changes your status to Busy
If you are working with the Contactual CRM, and reject a new interaction, the Agent
Console:
n
Does not discard your CRM changes
n
Changes your status to Working Offline so that you can complete your CRM updates
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Processing Phone Interactions
The Agent Console Phone controls enable you to perform the following operations:
n
Accept inbound phone interactions
n
Record phone interactions (if settings permit it)
n
Transfer phone interactions to different agents, phone numbers, or phone queues
n
Initiate outbound phone calls
n
Set up a multi-party phone conference
Overview of Phone Interactions
Most contact center agents are assigned to one or more Phone queues. Phone queues
prioritize and deliver phone interactions to agents whose status is Available, and who are
assigned to an enabled queue.
For information about enabling or disabling queues, see Viewing Your Queue
Assignments, on page 22
Overview of Phone Controls
Always use the Agent Console phone controls to select phone lines or perform functions
such as Mute or Hold, not the controls on your agent telephone.
Figure 17 shows the Control panel tools you will use to process phone interactions.
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Figure 17: Agent Console, phone controls
The Agent Console supports two phone lines: 1 and 2. When switching between two lines
for purposes of transferring a phone interaction or setting up a multi-party phone
conference, the Agent Console automatically places the line you are switching from on
hold.
The procedures in this section illustrate the use of the other Agent Console phone
controls.
Accepting a Phone Interaction
Perform the following to accept a new phone interaction.
Figure 18 shows the Control panel tools you will use to accept a phone interaction.
Figure 18: Agent Console, accepting a phone interaction
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To accept an inbound phone interaction:
1. In the Control panel, click Available.
The Agent Console offers new phone interactions only to agents assigned to an
enabled phone queue, and whose agent status is available.
2. When your agent telephone rings, in the Control panel, answer your agent telephone.
After you accept the new phone interaction, in the Control panel, the Agent Console
changes your status to Busy
If the Contactual CRM can use the caller's phone number to identify them as an
existing customer, in the CRM panel the Agent Console displays the customer's CRM
record.
3. When you have completed the phone interaction, hang up your agent telephone or in
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the Control panel click End Call to start the post-processing countdown timer.
The Agent Console changes your status to Post Processing.
If the post-processing countdown interval reaches zero, the Agent Console
automatically sets your status to Available.
4. Click End Post Processing to make your status Available or click Work Offline if you
need more time to complete any post processing tasks.
Recording Phone Interactions
Because recording a phone interaction uses some amount of your contact center's
recording storage space, always consult your contact center supervisor before using the
Agent Console to record phone interactions. Your supervisor will provide you with specific
situations that require the use of the Agent Console recording feature to record a
particular phone interaction.
In conformance with you supervisor's instructions, and if your contact center has enabled
you to record phone interactions, you may utilize the feature.
To record a phone interaction:
1. When a call connects, click Options > Record Conversation in the Control panel. The
recording begins and indicates the recording in progress.
2. Disconnect the call to stop the recording.
Playing Agent Recorded Messages
The Agent Console allows you to record up to ten messages and play them during an
inbound or outbound call. When you place an outbound call and reach voice-mail, you can
choose to play a pre-recorded message and hang up. The application plays the message
and terminates the call. During an inbound call, you may choose to play a welcome
message.
To play a recorded message during a phone interaction:
1. When a call connects, Click Options > Play My Recording. Your list of pre-recorded
messages is displayed.
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2. Select the recording you wish to play and click play. Your recorded message plays to
the caller.
Adding Notes During an Interaction
You have the capability to add notes regarding an interaction during inbound/outbound
phone calls, or during a chat conversation. This enables smooth transition of an
interaction from one agent to another. For example, if you left a voice mail to a
customer, you can leave a note to inform the agent who handles the next interaction with
the same customer in future.
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In Salesforce CRM, the notes gets saved in the call log of the activity history. The agent
who handles the next interaction with the same customer can refer to the call log and
view the notes.
Note: This feature is applicable to Enhanced integration of Multichannel Connect for
Salesforce.
The notes panel can be accessed by going to Options menu in the control panel of the
Agent Console
To access notes panel during a phone or chat interaction:
1. Click Options and select transaction codes. The notes panel shows below the
transaction codes.
Figure 21: Agent Console, Notes Panel
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2. Enter the notes in the panel and click Save.
The saved notes appears in the Detailed Accepted Transaction Report.
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Transferring a Phone Interaction to a Different Agent
Perform the procedure in this topic to transfer a phone interaction to another agent who
is logged in to the Agent Console, and whose status is either Available or Working Offline.
The procedure in this topic assumes that you are connected to a phone call through the
Agent Console.
Figure 22 shows the Control panel tools you will use to transfer a phone interaction to a
different agent.
Figure 22: Agent Console. transferring a phone interaction
To transfer a phone interaction to a different agent:
1. Announce to the current caller that you are going to transfer them to another agent.
2. In the Control panel, in the Phone tab, click the 2 telephone button.
The Agent Console automatically places the phone interaction on the 1 button on hold.
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3. Click the Agents tab.
In the Agents tab, the Agent Console lists the agents currently logged in to the Agent
Console whose status is either Available (shown as Waiting in the list) or Working
Offline.
4. To speak with the second agent before transferring the interaction:
a. In the list of agents, select an agent, then click Dial. After the agent answers the
call, the sound of the agent speaking enables the Transfer Lines button.
b. Tell the selected agent you're transferring a phone interaction to them, then click
Transfer Lines to complete the transfer.
The Agent Console submits a new phone interaction to the selected agent, then
changes your status to Post Processing.
5. To transfer the interaction without first speaking to the second agent, in the list of
agents, select an agent, then click Blind Transfer.
The Agent Console sends phone interaction to the selected agent, then changes your
status to Post Processing.
n
n
If the second agent does not answer the phone, and the agent has Virtual Contact
Center voice mail, then the call is sent to the agent's voice mail.
If the second agent does not answer the phone, and the agent does not have Virtual
Contact Center voice mail, then after the timeout period, the call is dropped.
For information about your contact center's timeout interval, contact your contact
center administrator.
Transferring a Phone Interaction to a Different Phone
Queue
Perform the procedure in this topic to forward a phone interaction to another phone
queue.
The procedure in this topic assumes that you are connected to a phone call through the
Agent Console.
different queue.
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Figure 23: Agent Console. transferring a phone to a different queue
To transfer a phone interaction to a different queue:
1. Announce to the current caller that you are going to transfer them to another queue.
2. In the Control panel, in the Phone tab, click the Queue tab.
The Agent Console does not place the phone interaction on the 1 button on hold.
3. In the Queues tab, choose a queue then click Transfer.
The Agent Console transfers the phone interaction to the selected queue, then changes
your status to Post Processing.
Making Outbound Phone Calls to External Phone Numbers
The Agent Console allows you to make outbound phone calls to an external phone
number.
Contact your supervisor for your contact center's policies for using the Agent Console to
place outbound calls.
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How the Agent Console Places Outbound Calls
The Agent Console uses a two-step process to dial an external telephone number.
1. After you type an external phone number and click Dial, the Agent Console dials your
agent telephone number.
2. After you answer your agent telephone, the Agent Console dials the external phone
number.
Keyboard Dialing Digit Tones
During a phone call, agents may encounter problems communicating digit tones to an IVR
system using the telephone key pad. For example, during an outbound call, an agent
inputs an account number in response to an IVR system prompt, the account number may
be incorrectly conveyed due to digit audio leakage during transmission among diverse
networks. Keyboard dialing provides an alternate mechanism to counteract this issue. It
offers an alternate long tone method through an Virtual Contact Center Dial Pad interface
to convey digit tones from an Agent Console to a touch tone IVR system across diverse
networks limiting the possibility of digit audio leakage.
Keyboard dialing allows an agent to generate two types of digit (DTMF) tones – Short
tone, Long Tone. When the default short tone fails, an agent may select long tone using
the Dial Pad interface to communicate the information correctly to the destination IVR
system.
Features
Keyboard Dialing features the following behavior:
n
Available during any active phone call session.
n
Supports two types of Digit tones: Short tone, Long tone
n
n
Preserves the digit tone setting per agent, per browser, and per workstation. If an
agent logged out and logged back into the same workstation, previous setting of the
digit tone is maintained until the next manual change.
Shares between two busy lines in a two-line call. The dial pad stays open when agent
switches between two busy phone lines.
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n
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Generates digit tones for the active line only in the event of an agent handling two busy
lines.
Allows navigating voicemail IVR to access voice mails.
Limitations
Keyboard dialing has the following limitations:
• Not readily available when call is put on “Mute”.
• Not supported for Contactual CTI Connect for Salesforce.
• Not supported for recording personal greetings during verification calls.
Using Keyboard Digit Tone Dialing
During an active call session, you can use keyboard or the Dial Pad for digit tone dialing.
Dial Pad enables you to change digit tone duration. When an agent accepts a phone call,
the Options menu gets activated in the control panel. The Options drop down menu
includes the Dial Pad feature.
To dial digit tones using keyboard:
1. Place the cursor focus in the phone text box.
Figure 24: Placing focus in phone text box
2. Enter the numbers on the keyboard. You may hear the short tone transmission.
3. To change the digit tone duration, click Options and select Dial Pad from the drop
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down menu.
OR press CTRL+X to bring up the Dial Pad.
Figure 25: Accessing Dial Pad
4. Check the long digit tone (Uncheck for Short tone).
Figure 26: Using Digit Tone
5. Input the digits or the characters using the keyboard or the Dial Pad.
Processing Outbound Campaign Calls
The Contactual Dialer is an automated outbound phone based dialer that searches, and
retrieves a target call list from campaigns defined by the Administrator. Campaigns are
assigned to outbound phone queues, while agents are assigned to these queues. As an
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agent, when you change your status to Available, a campaign call is offered to you if you
are a member of the queue a campaign is assigned to. The control panel on your Agent
Console indicates an outbound call. The Display panel presents the contact record details
for your preview. You can preview the contact record and decide to start, reject or skip
the call.
To process a campaign call:
1. Change your status to Available in the control panel.
Figure 27: Agent Console, Campaign call offered
The phone tab blinks. The CRM panel presents the complete contact record for
preview while the control panel indicates an outbound call. After a quick preview of
the contact record, you can decide to start, reject or skip the call.
Note: If you do not accept the call within the timeout period, your status changes to On
Break automatically.
2. Click Start to initiate the call. Your phone rings.
a. Answer your phone. Destination number dials automatically if a default phone is
selected.
b. In the absence of a default phone number, select a destination number to dial from
the drop down list of numbers .
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Figure 28: Agent ConsoleControl Panel
c. Click Options to see the processing options such as playing a pre-recorded
message, recording the conversation, or selecting a transaction code.
d. Select a desired option and complete the call.
OR
3. Click Reject to reject the call. You status automatically changes to Work Offline. The
call is routed back to the queue for next available agent.
OR
4. Click Skip. This call skips and next call on the queue is offered.
The skipped record is marked completed.
Rescheduling Campaign Calls
If a campaign call fails to reach the called party, you can setup retrial calls or schedule a
call back automatically by selecting appropriate transaction codes that map to the
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following disposition actions:
n
Try Again: sets up retrial attempts for a call as specified by the administrator. The
retrial call is placed back in the queue and offered to any available agent at the
specified time interval.
For example, if you fail to reach the called party during a campaign call, you can select
a transaction code such as Ring, No answer, or Reached third party, which map to “Try
Again’ disposition action triggering retrial attempts for the call.
n
Schedule Call back: allows scheduling a call back to a campaign customer, and pops up
a reminder at the scheduled time to the same agent. The agent has to manually place
a call.
For example, on reaching a destination number, if a customer suggests a time to call
back, you can select a code to schedule a call back based on the customer’s
convenience.
Figure 29: Scheduling a Campaign Call back
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If you select a transaction code that triggers schedule call back, you are prompted to
schedule a time for call back using the calendar. Specify a date and time to call back. A
task is automatically created for the call. A reminder pops up a few minutes before the
specified scheduled call with the call log. Click the call log to view the details of the
scheduled call. The agent has to manually place the call to complete the task, and
dismiss the task in the Reminder window.
Saving Do not Call Disposition
On reaching a contact during a campaign call, if the contact asks not be called back
again, you can select an appropriate transaction code to indicate the contact's choice. You
can automatically save this information in the contact record if:
n
the code is mapped to Do not Call disposition action
n
if the campaign defines a field to capture the transaction code .
The do not call disposition information is critical to filter the record from the campaign
call list for recycling.
Figure 30: Selecting Do not Call Disposition
Managing Your Status During Outbound Calls
If your status is Available, and you make an outbound call, the Agent Console leaves your
status as Available. When your status is Available, the Agent Console can offer you new
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phone interactions.
If you are on an outbound call, and the Agent Console offers you a new interaction:
n
n
Click Accept Call to have the Agent Console place the existing call on hold, place the
incoming phone interaction on line 2, connect your agent telephone to line 2, and
change your status to Busy.
Click Reject Call to have the Agent Console return the new interaction to the phone
queue and change your status to Working Offline.
If you neither accept nor reject the new interaction, and the interaction acceptance
interval reaches zero, the Agent Console returns the new interaction to the phone queue
and changes your status to Working Offline.
Placing Outbound Calls and Choosing Transaction Codes
If your contact center uses the optional Transaction Codes feature, the Agent Console may
require you to choose a Transaction Code before allowing you to place an outbound
telephone call. For information about choosing Transaction Codes, see Choosing
Transaction Codes, on page 29.
Transferring a Phone Interaction to an External Phone Number
Perform the procedure in this topic to forward a phone interaction to another telephone
number.
The procedure in this topic assumes that you are processing a phone interaction.
different number.
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Figure 31: Agent Console. transferring to an external number
To transfer a phone interaction to an external number:
1. Announce to the current caller that you are going to transfer them to another
telephone number.
2. In the Control panel, in the Phone tab, click the 2 telephone button.
The Agent Console automatically places the phone interaction on the 1 button on hold.
3. In the Phone tab, in the telephone text entry area type a telephone number then click
Dial.
n
n
In the U.S. type 1 before the area code.
If the Agent Console prompts you to choose a Transaction Code, in the list of codes,
choose a code, then click Save. For information about choosing Transaction Codes,
see Choosing Transaction Codes, on page 29
The Agent Console dials the number, then changes the Dial button to Ringing (Figure
31).
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4. To transfer the call after the second party has answered the phone, tell the second
party you're transferring a phone interaction to them, then click Transfer Lines to
complete the transfer.
The Agent Console changes your status to Post Processing.
5. To transfer the call before the second party answers the phone, click Transfer Lines.
The Agent Console forwards the call, then changes your status to Post Processing.
If the second party does not answer the call, and the second party does not have a
voice mail box, the call eventually times out and is dropped.
Using Join Lines to Set Up a Conference Call
You can use the Agent Console Join Lines feature to create multi-party conference calls
that include:
n
Other agents who are online, and whose status is Available or Working Offline.
n
External telephone numbers.
Overview of Agent Console Conference Calls
Use the Agent Console Join Lines feature to set up multi-party conference calls.
The Agent Console, uses line 1 to conduct a multi-party conference, and line 2 to connect
each additional participant. Each time you connect a new participant to the conference,
the Agent Console automatically connects both the new participant and you with the
participants already connected to line 1; line 2 becomes available to connect additional
conference participants.
Setting up conference calls is a variation of using the Agent Console Transfer Line feature
described in:
n
Transferring a Phone Interaction to a Different Agent, on page 40
n
Transferring a Phone Interaction to an External Phone Number, on page 50
The key difference between transferring a phone interaction and creating a multi-party
conference is that rather than clicking Transfer Line to hand a phone interaction off to a
different agent or phone number, you click Join Lines to remain on the line as the
coordinator of the multi-party conference.
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Adding an Agent to a Conference Call
Perform the procedure in this topic to add another agent who is logged in to the Agent
Console, and whose status is either Available or Working Offline , to a conference call.
Figure 22 shows the Control panel tools you will use to add an agent to a conference call.
To add an agent to a conference call:
1. Announce to the current caller that you are going to add them to the conference, then
in the Control panel click line 2.
The Agent Console automatically places line 1 button on hold.
2. Click the Agents tab.
In the Agents tab, the Agent Console lists the agents currently logged in to the Agent
Console whose status is either Available (shown as Waiting in the list) or Working
Offline.
3. In the list of agents, select an agent, then click Dial.
The Agent Console submits a new phone interaction to the selected agent. After the
phone has been answered, the sound of human or recorded voice enables the Join
Lines feature.
4. If you receive the agent's voice mail, click End Call to disconnect the call and return to
line 1.
5. If the agent answers, tell the agent you're adding them to a conference, then click Join
Lines.
The Agent Console connects the agent and you to any conference participants already
on line 1.
6. Click End Call to disconnect from the conference.
The Agent Console leaves the other parties connected to the conference call.
Adding an External Party to a Conference Call
Perform the procedure in this topic to add an external party to a multi-party conference
call.
Figure 32 shows the Control panel tools you will use to add an external party to a
conference call.
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Figure 32: Agent Console, line 2, add external party
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To add an external party to a conference call:
1. Announce to the current caller that you are going to add them to a multi-party
conference call, then In the Control panel, in the Phone tab, click line 2.
The Agent Console automatically places line 1 on hold.
2. In line 2, in the number text entry area, type a telephone number then click Dial.
n
n
In the U.S. type 1 before the area code.
If the Agent Console prompts you to choose a Transaction Code, in the list of codes,
choose a code, then click Save. For information about choosing Transaction Codes,
see Choosing Transaction Codes, on page 29
The Agent Console dials the number. After the phone has been answered, the sound of
human or recorded voice enables the Join Lines feature.
3. If you receive the agent's voice mail, click End Call to disconnect the call and return to
line 1.
4. If a person answered the phone, tell them you're adding them to a conference call,
then click Join Lines.
The Agent Console connects both the new participant and you to any callers already on
line 1.
5. Click End Call to disconnect from the conference.
The Agent Console leaves the other parties connected to the conference call.
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Processing Voice Mail Interactions
For agents assigned to Voice Mail queues, the Agent Console Phone tab enables you to
process Voice Mail interactions as a subset of Phone interactions.
Overview of Voice Mail Interactions
The information in this section describes the default Voice Mail options.
The Agent Console uses the Control panel, Phone tab to offer an agent Voice Mail
interactions. Unlike Phone interactions, Voice Mail interactions cannot be transferred or
forwarded.
For information about the Agent Console phone tools, see Overview of Phone Controls, on
page 33
Accepting a Voice Mail Interaction
Perform the following to accept a new a voice mail interaction.
The following procedure assumes that you are assigned to an enabled voice mail queue,
and that your status is available.
To accept a Voice Mail interaction:
1. In the Control panel (Figure 17), click Available.
The Agent Console offers a voice mail interaction only to an agent assigned to an
enabled voice mail queue, and whose agent status is available.
2. When your agent telephone rings, and the Agent Console flashes the Phone tab and
displays Voicemail Offered, answer your agent phone to accept the interaction.
The Agent Console:
n
n
Plays a recorded message that notifies you that the new interaction is a Voice Mail
interaction.
Tells you to press 1 to send a copy of the voice mail message to your email address
as a WAV file attachment.
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The only way you can save a voice mail message is to send a copy of the message to
your email address. When you disconnect your agent telephone from the Voice Mail
interaction, the Agent Console permanently deletes the voice mail message.
n
Begins playing the voice mail message.
The Agent Console repeats the voice mail message until you hang up the phone or
press End Call.
3. After listening to the voice mail message, hang up your agent telephone or in the
Control panel, Phone tab, click End Call.
The Agent Console permanently deletes the voice mail message. If you did not press 1
to send a copy of the voice mail message to your email address, the message is
permanently lost.
need more than the allocated time to complete any post processing tasks.
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The Agent Console Chat controls enable you to perform the following operations:
n
Accept inbound chat interactions
n
Transfer a chat interaction to a different queue
n
Use a secondary chat channel to ask another agent for help
n
Insert preformatted answers from your contact center's Frequently Asked Questions
(FAQs) into chat sessions
Overview of Chat Interactions
In the Agent Console, chat interactions provide a means of responding in real-time to
customer inquiries.
Depending on the configuration of your contact center, the contact center's chat access
page can be configured to either allow or require a customer to supply an account
number or other numerical information before beginning the chat interaction. When you
accept the new chat session, the Agent Console uses the information to automatically
access customer or case records in the Contactual CRM.
If the customer has not supplied any identifying information before beginning the chat,
you can use the chat window to ask the customer for the information you need to create a
new customer or case record.
Accepting a Chat Interaction
If you are working with the Contactual CRM, and a new chat interaction arrives, you will
lose your work unless you save it before accepting the new chat interaction. For this
reason, take the time to understand the complete chat interaction workflow.
Figure 33 shows the Control panel tools you will use to accept an chat interaction.
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Figure 33: Agent Console, accepting a chat interaction
To accept a new chat interaction:
The Agent Console offers new customer chat interactions only to agents assigned to an
enabled chat queue, and whose agent status is available.
You can use the agent-to-agent chat feature to contact other agents whose status is
Available or Working Offline. For information about agent-to-agent chat, see Using
Agent-to-Agent Chat, on page 63.
2. If you are working with the Contactual CRM, and a new chat interaction arrives, in the
CRM panel perform one of the following:
n
Click Save as Draft to save your work before accepting the new chat interaction.
n
Click Save to send the current follow-up.
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If you do not save your work before accepting a new chat interaction, the Agent
Console permanently discards the current contents of the unsaved Properties or
Notification tabs. For information about the Properties and Notification tabs, see
Creating Follow-up Records, on page 92.
3. After saving your work, in the Control panel click the chat tab, then perform one of the
following:
n
n
Click Accept Chat to begin processing the chat interaction and change your status
to Chat in Progress.
Click Reject Chat to return the chat to the queue and change your status to Working
Offline.
If you did not accept or reject the new interaction within the acceptance interval, the
Agent Console changes your status to On Break.
If you accepted the new chat interaction, in the Control panel, the Agent Console
displays the Chat tab.
If the customer supplied account or case information when initiating the chat, the
Agent Console accesses the appropriate record and displays the record in the CRM
panel.
If you accept a new chat interaction, the Agent Console changes your status to Busy and
starts the chat session.
Figure 34 shows the tools you will use when processing a chat interaction.
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Figure 34: Agent Console, chat interaction processing
To process a chat interaction:
1. To accept a new chat interaction, perform the procedure in Accepting a Chat
Interaction, on page 58.
When you accept a new chat interaction, the Agent Console places the new interaction
in the Control panel, Chat tab.
If your contact center prompted the customer for account or case information, the
Agent Console uses the information to locate an existing customer or case record in
the Contactual CRM.
2. In the Your Message text entry area, type your chat message, then press ENTER or
click Send to transmit your messages to the customer.
The Chat Transcript displays both your and the customer's chat messages.
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Note: The chat screen notifies both the parties on chat when one is typing. For
example, during a chat session between an agent and a customer, when an agent
types, the customer's screen notifies the agent is typing and vice versa.
3. If your contact center did not prompt the customer for account or case information,
begin the chat session by requesting that information from the customer.
4. To end the chat interaction, click End Chat.
Transferring a Customer Chat to a Different Queue
Perform the procedure in this topic to transfer a customer chat interaction to a different
queue.
Figure 35 shows the Control panel tools you will use to transfer a chat interaction.
Figure 35: Agent Console, transfer customer chat to a different queue
To transfer a new chat interaction to a different queue:
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1. Perform the procedure in Accepting a Chat Interaction, on page 58 to accept the new
customer chat interaction.
Agent-to-agent chats cannot be transferred to a different queue.
2. In the Control panel, click the Queues tab.
The Agent Console lists the chat queues available to accept the transferred interaction.
3. In the list of chat queues, choose a queue then click Transfer.
The Agent Console transfers the interaction to the selected queue.
Using Agent-to-Agent Chat
Perform the procedure in this topic to use Agent Console chat to chat with another
contact center agent.
You can use the Agent Console agent-to-agent chat to request help or exchange
information with another contact center agent whose status is Available or Working
Offline.
Figure 36 shows the Control panel tools you will use to initiate an agent-to-agent chat.
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Figure 36: Agent Console, agent-to-agent chat
To initiate an agent-to-agent chat:
1. In the Control panel, in the Chat tab, click 2 to select your second chat channel then
click the Agents tab.
The Agent Console lists the agents available to accept the transferred interaction.
2. In the list of available agents, choose an agent then click Request Chat.
The Agent Console submits the chat request to the selected agent.
3. After the selected agent accepts the chat request, in the Chat Transcript area type
your message.
Click End Chat to end the agent-to-agent chat session.
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Inserting FAQ Answers into Chat Interactions
If your contact center has prepared a list of answers to frequently asked questions (FAQs),
and those answers include shortcut definitions, then you use those shortcuts to quickly
insert those prepared answers into chat messages (and emails).
Viewing a List of FAQ Answer Shortcuts
Perform the following procedure to view a list of your contact center's FAQ answer
shortcuts.
To view a list of your contact center's FAQ answer shortcuts:
1. In the Agent Console, in the Navigation bar click FAQ
The Agent Console displays the Frequently Asked Questions window.
2. In the Frequently Asked Questions window, click the Shortcuts tab.
In the list of shortcuts, click a shortcut to view its corresponding FAQ answer.
Inserting Preformatted FAQ Answers into Chat Messages
Perform the procedure in this section to insert a preformatted FAQ answer into an Agent
Console chat.
Figure 34 shows the tools you will use to insert a FAQ response into an email message.
To insert a FAQ answer into an email message:
1. In the Chat tab, in the Chat Transcript text entry area, click where you want to insert
the FAQ answer.
2. In the Insert FAQ text entry area, type the shortcut for a FAQ answer.
Figure 34, shows the FAQ shortcut named LOGIN.
3. Click Insert FAQ.
The Agent Console inserts the prepared answer into the Chat Transcript text entry
area.
For information about inserting FAQ answers into email messages, see Inserting
Preformatted FAQ Responses into Email Replies, on page 71.
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The Agent Console Email controls enable you to perform the following operations:
n
Accept inbound email interactions
n
Reply immediately to an email interaction, or save an partial reply for later processing
n
Transfer an email interaction to a different queue
n
Insert preformatted answers to frequently asked questions into email replies
n
If your agent account permissions enable it, pulling and optionally deleting unread
email messages from your email queues
Overview of Email Interactions
In the Agent Console, email interactions provide a means of receiving and sending written
customer inquiries and agent responses.
Using the Agent Console to process email interactions requires the use of the Contactual
CRM. If your Agent Console has been configured to interoperate with a third-party CRM,
the Contactual CRM continues to process all email interactions received by the Agent
Console.
When the Agent Console offers you a new email interaction, the CRM panel displays the
displays the email in the Contactual CRM. If the message's From field, contains the email
address of an existing customer, or the case number in the messages Subject line matches
information in the Contactual CRM, the Agent Console displays that customer or case
record.
For information about configuring your Agent Console profile's email settings, see
Configuring Email Options, on page 16.
Accepting an Email Interaction
If you are working with the Contactual CRM, and the Agent Console offers you a new
interaction, you will lose any changes you entered unless you use Save as Draft to save
any updates before accepting the new interaction. For this reason, take the time to
understand the complete email interaction workflow.
Figure 37 shows the Control panel tools you will use to accept an email interaction.
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Figure 37: Agent Console, accepting an email interaction
To accept a new email interaction:
The Agent Console offers new email interactions only to agents enabled for the email
queue, and whose agent status is available.
When your status is Available, the Agent Console can offer you interactions from any
type of contact center queue — Phone, Voice Mail, Chat, or Email — to which you are
assigned.
2. If you are working with the Contactual CRM, and the Agent Console offers you a new
interaction, before accepting the new interaction perform one of the following:
n
Click Save as Draft to save your work before accepting the new email interaction.
n
Click Save to send the email reply or save your follow-up notes.
If you do not save your work before accepting a new email interaction, the Agent
Console permanently discards the current contents of the unsaved Properties or
Notification tabs (Figure 37).
3. After saving or completing your work, perform one of the following:
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n
Click Accept Email to begin processing the new email interaction.
The Agent Console changes your status to Email in Progress.
n
Click Reject Email to return the email to the queue.
The Agent Console changes your status to Working Offline.
If you did not accept or reject the new interaction before the acceptance interval
countdown timer reaches zero, the Agent Console changes your status to On Break.
If you accepted the new email interaction, the Agent Console changes your status to
Email in Progress, displays the Contactual CRM, and starts the email processing
interval countdown timer.
4. If you accepted the new email interaction, in the Control panel, in the Email tab, in the
list of email interactions double-click the new interaction.
In the CRM panel, the Agent Console displays the Contactual CRM case management
tools (Figure 37). Use the case management tools to process the email interaction.
If you accept a new email interaction, the Agent Console changes your status to Email in
Progress, displays the Contactual CRM, and starts the email processing interval.
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Figure 38: Agent Console, email interaction processing
To process an email interaction:
1. To accept a new email interaction, perform the procedure in Accepting an Email
Interaction, on page 66.
When you accept a new email interaction, the Agent Console places the new
interaction in the Control panel, Email tab, Reply To list.
2. In the Control panel, in the Email tab, in the Reply To list click the interaction to
display the CRM Create New Follow-up panel.
The Create New Follow-up panel contains two tabs:
n
n
Use the Properties tab to choose case status, type, category, and related case
options, and to annotate the follow-up.
Use the Notification tab to reply to an email.
3. To save a draft of the interaction for completion at a later time, click Save as Draft.
The Agent Console adds the follow-up to your list of Contactual CRM follow-ups for the
current case.
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To view your drafts, in My Cases choose My Drafts, then in the list of drafts select the
draft you want to view. For information about working with cases, see Creating and
Editing Case Records, on page 88.
4. To reply to an email, in the case or follow-up window, in the Notification tab:
n
Use the From, To, and Signature options to select the appropriate entries for the
reply
n
In the Description text entry area, type the response to the email interaction.
n
Click Save to send the completed reply.
At the end of the email interaction processing interval, the Agent Console changes your
status to Available. If you accept a new email interaction before clicking Save As Draft or
Save to save the existing email interaction, the Agent Console discards those changes.
Transferring an Email to a Different Queue
Perform the procedure in this topic to transfer a new email interaction to a different
queue.
Figure 39 shows the Control panel tools you will use to transfer an email to a different
queue.
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Figure 39: Agent Console, transfer email to a different queue
To transfer a new email interaction to a different queue:
1. Perform the procedure in Accepting an Email Interaction, on page 66 to accept the
new email interaction, but in the Email tab do not click the interaction to add it to the
Contactual CRM.
2. In the Control panel, click the Queues tab.
The Agent Console lists the email queues available to accept the transferred
interaction.
3. In the list of email queues, choose a queue then click Transfer.
The Agent Console transfers the interaction to the selected queue.
Inserting Preformatted FAQ Responses into Email Replies
If your contact center has prepared a list of answers to frequently asked questions (FAQs),
and those answers include shortcut definitions, then you use those shortcuts to quickly
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insert those prepared answers into email messages (and chats).
For information about viewing your contact center's FAQ answer shortcuts, see Viewing a
List of FAQ Answer Shortcuts, on page 65.
Figure 40 shows the tools you will use to insert a FAQ response into an email message.
Figure 40: Agent Console, insert FAQ answer
To insert a FAQ answer into an email message:
1. In the Contactual CRM case or follow-up panel, in the Properties or Notification tab,
2. In the Control panel, in the Email tab, in the Insert FAQ text entry area, click where
you want to insert the FAQ answer.
Figure 40, the FAQ text entry area contains an example FAQ shortcut named LOGIN.
3. Click Insert FAQ.
The Agent Console inserts the prepared answer into the Description text entry area.
4. Click Save to send the reply, or Save As Draft to save a draft.
For information about inserting FAQ answers into chat messages, see Inserting
Preformatted FAQ Answers into Chat Messages, on page 65.
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Pulling Emails From a Queue
If your Agent Console account has been configured to permit it, you can use the Pull
feature to list the unread emails in your assigned email queues. You can then select a
queued email interaction for immediate processing.
Figure 41 shows the tools you will use to pull emails from a queue.
Figure 41: Agent Console, Control panel, Status tab
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To pull email interactions from an email queue:
1. In the Agent Console, set your status to Working Offline.
If your status is Available, the Agent Console may offer you a new interaction before
you can complete pulling email interactions from an email queue.
2. In the Control panel, in the Status tab, in the list of queues click Pull or in the Wait
column click on the number of email interactions waiting in that queue.
In the CRM panel, the Agent Console lists the selected queue's first 15 pending email
interactions.
3. In the list of queued emails, in the Subject column, click an email interaction to begin
processing that interaction immediately.
For information about processing email interactions, see Processing Email Interactions,
on page 66.
Deleting Emails From a Queue
If an Agent Console account has been configured to permit an agent to use the Pull
feature to select a queued email interaction for immediate processing, the agent can also
use the feature to permanently delete one or more queued email interactions.
Deleting a pulled email interaction from an email queue:
n
n
Permanently deletes the interaction from the queue
Does not delete the customer record associated with the email from the Contactual
CRM
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To permanently delete email interactions from an email queue:
1. Perform the process in see Pulling Emails From a Queue, on page 73 to display a list of
queued email interactions.
2. In the list of queued emails, perform one of the following:
n
n
To remove individual email interactions from the queue, select one or more email
messages.
To remove all the email interactions in the list, select the column heading checkbox.
Repeat the list-delete operation to remove additional email interactions.
3. Click Delete.
The Agent Console displays a delete confirmation dialog. In the delete confirmation
dialog, click OK to permanently remove the selected email interactions from the
queue.
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Managing Customers, Cases, and Tasks
The Virtual Contact Center CRM provides basic Customer and Case Management
capabilities.
Virtual Contact Center phone and email scripting can use information about an incoming
interaction, such as a phone number or information contained in an email message, to
locate and display a customer or case record contained in the Contactual CRM.
As an agent, you can use the Virtual Contact Center CRM to record and manage your
customers, cases, and follow-up activities.
The Contactual Virtual Contact Center also supports integration with third-party CRMs,
such as NetSuite and Salesforce.com. If your Agent Consoleintegrates with an external
CRM, your contact center supervisor will provide you with the information you need to
use that CRM to manage your customers, cases, and follow-up activities.
Viewing your Customer and Case Information
The Agent Console provides links to access your customer and case information in the
Navigation Panel and the Control Panel.
n
Navigation Panel
n
Control Panel
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Figure 42: Access to CRM in the Agent Console.
n
n
Navigation panel: Provides icons to navigate to customer, case, and task records
assigned to you, or your group, or created by you. The information is categorized by
customer, case and task records.
o
Home Icon: displays and offers links to create, edit, view, and search for customer,
and case information. Additionally, you can run customized reports on customers
and cases.
o
My Customers: presents a list of customers whose cases are assigned to you, or
your group, or customer records created by you. By clicking on a customer record,
you can view, and edit the customer information, and list related cases, follow- ups,
and tasks.
o
My Cases: lists all your cases, or cases assigned to your group. Clicking on a case lets
you view, or edit the case record. Select a case from the list to view the case details.
o
My Tasks: lists all tasks you have performed or plan to perform related to your
customers such as scheduling calls.
Control Panel: Provides access to the home page of the CRM, which offers you to
navigate among customer, and case information.
Note: If you use an external CRM, Control Panel provides the link to access the CRM.
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Customizing Lists of Customers and Cases
Selecting My Customers or My Cases lists customers, and cases. You can customize the
list to view customers and cases:
n
n
n
n
Assigned To Me: customers whose open cases are assigned to you; open cases that are
assigned to you. This is the default option.
Assigned To My Group: customers whose cases are assigned to your group members;
open cases that are assigned to your group.
Created By Me: customer records created by you; cases created by you.
My Draft Customers (customers) or My Drafts (cases) : customer records created by
you in draft state; cases created by you in draft state.
Choose My Draft Customers and My Drafts to access customer or case records that you
saved as draft.
Figure 43: Filtering
Searching for Customers or Cases or Tasks
The search feature in the Agent Console allows you to search for customers, cases, and
task records in your CRM matching specific criteria. You can perform a simple basic
search based on a standard field, or an advanced search based on any field defined in a
record. For example, you can search for a customer by last name or email address, or
search based on any field defined in the customer record. You can refine your search with
a multitude of search operators as described in the following table.
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Table 5: CRM Search Operators
Search Operator
Description
Example
= equals
match the string exactly
Last Name = Hansen
=i equals (ignore case)
match the string exactly (case insensitive)
Last Name = hansen
> greater than
applicable to a numeric field. Search for
a value greater than a specified value.
Case Number > 1200
< less than
a value less than a specified value.
Case Number < 1200
>= greater or equal
a value greater than or equal to a specified value.
Case Number >= 1200
<= less of equal
a value greater than or equal to a specified value.
Case Number <= 1200
* contains
Search for a part of a word.
Case Subject * Delayed order
* i contains (ignore case)
Search for a part of a word (case insensitive)
Case Subject * delayed order
! not contains
Search for a record which does not con- Case Subject ! Sales Orders
tain a specified string.
!i not contains (ignore
case)
Search for a record which does not con- Case Subject !i sales orders
tain a specified string. (case insensitive)
^ starts with
Search for a record which starts with a
specified string.
Phone ^ 510
^i starts with (ignore case)
Search for a record which starts with a
specified string. (case insensitive)
Phone ^i support
E empty
Search for a record where the field value Do not Call E
is empty
!E not empty
Search for a record where the field value Phone !E
is not empty
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Search Operator
Description
Example
> after
Search for a record with a date value
after a specified date.
Assign Date > 01/29/2012
< before
before a specified date.
Assign Date < 01/29/2012
>= after (inclusive)
Assign Date >= 01/29/2012
after a specified date including the date.
<= before (inclusive)
Assign Date <= 01/29/2012
after a specified date including the date.
To perform a search:
1. Navigate to Home.
Figure 44: Searching CRM data
2. Click Search for customer, case or task as desired.
The related basic search screen opens.
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Searching for Customers
You can search and retrieve customer records by performing basic or advanced search.
n
Basic Search: enables you to search for customers by last name, OR email address, or
last name AND email address. Click Search to retrieve a list of all customers.
To perform a basic customer search:
1. In the Navigation Panel, click Home.
The CRM home page opens in the Display Panel.
2. In the Customer area toolbar, click Search.
The Agent Console displays the basic search tab.
Figure 45: Customer > Basic Search
3. Click Search to retrieve all customer records.
OR
Perform any or all of the following:
o
Enter a customer Last Name.
o
Enter a customer Email.
4. Click Search.
A list of customer records matching the search criteria displays.
n
Advanced Search: enables you to search for customers by any field defined in the
customer record. You can create nested queries by using AND logical operator. Also,
you can look for multiple values for a field of pick list data type.
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Use the advanced customer search feature to search for a larger set of both default
and custom customer fields than are available in basic search.
Figure 46: Customer > Advanced Search
Searching for Cases
You can search and retrieve case records by performing basic or advanced search.
n
Basic Search: enables you to search for cases :
o
by Case Number
o
by Case Subject
o
created by specific agents or customers
o
assigned to specific agents or groups
To perform a basic case search:
2. In the case area toolbar, click Search.
The Agent Console displays the basic case search tab.
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Figure 47: Case > Basic Search
3. Click Search to retrieve all cases.
OR
Perform any or all of the following:
o
Enter a Case Number.
o
Enter a Case Subject.
o
Select an agent or customer who created a case.
o
Select an agent, or group to retrieve cases assigned to them.
4. Click Search.
A list of case records matching the search criteria displays.
1. Click Search to OR
Perform
o
Enter a Case Number.
o
Enter a Case Subject.
o
Select an agent or customer who created a case.
o
Select an agent, or group to retrieve cases assigned to them.
2. Click Search.
A list of case records matching the search criteria displays.
n
Advanced Search: enables you to search for cases by any field defined in a case
record. You can create nested queries by using AND logical operator. Also, you can
look for multiple values for a field of pick list data type.
Use the advanced case search feature to search for a larger set of both default and
custom case fields than are available in basic search.
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Figure 48: Case > Advanced Search
Searching for Tasks
You can search and retrieve task records by performing basic or advanced search.
n
Basic Search: enables you to search for tasks:
o
by Task Number
o
by Task Subject
o
created by specific agents
o
assigned to specific agents
To perform a basic search for tasks:
2. In the Task area toolbar, click Search.
The Agent Console displays the basic case search tab.
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Figure 49: Task > Basic Search
3. Click Search to retrieve all tasks.
OR
Perform a search based on any or all of the following task fields using a suitable
search operator:
o
Enter a Task Number.
o
Enter a Task Subject.
o
Select an agent who created a task.
o
Select an agent, or group to retrieve tasks assigned to them.
4. Click Search.
A list of task records matching the search criteria displays.
n
Advanced Search: enables you to search for tasks by any field defined in a task record.
You can create nested queries by using AND logical operator.
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Figure 50: Task > Advanced Search
Creating and Editing Customer Records
Perform the procedure in this section to create a customer record.
The procedure in this section describes the use of the default customer fields. Depending
on how your contact center administrator has configured your Contactual CRM, the
customer creation tool may display additional customer fields.
To create a customer record:
1. In the Navigation bar, click Home.
In the CRM panel, the Agent Console displays the default Contactual CRM record.
2. In the CRM panel, in the Customer area toolbar, click Create.
The Agent Console displays the Create New Customer page.
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Figure 51: Agent Console, Create New Customer page
3. In the Create New Customer page, in the First Name and Last Name text entry areas,
type the customer's first and last name.
You must specify the customer's first and last name before you can save the new
customer record.
4. In the Email text entry area, type the customer's email address.
Each customer email address must be unique: To prevent a single customer email
address from receiving multiple Support Center access credentials, the Agent Console
uses the Contactual CRM to verify the uniqueness of each customer email address.
The Agent Console uses the customer's email address to send the customer their
optional Support Center access credentials.
5. To require that the customer specify an account number and password to access the
contact center's Support Center, perform the following:
a. Select Restrict customer's access to Support Center.
b. To specify the customer's Support Center password yourself, in the Password text
entry area type a password.
c. To have the Agent Console create the customer's Support Center password, select
Generate password automatically.
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When you save the new customer record, the Agent Console sends the customer's
Support Center access credentials to the email address specified in the Email text
entry area.
6. In the Primary Address and Secondary Address areas, specify the customer's address
information.
7. Perform one of the following
n
To send all information contained in the Description text entry area to the email
recipients specified in the To, Cc, and Bcc areas, click Save.
Before clicking Save, verify that the contents of the Description text entry area
contains only information that should be transmitted to all message recipients.
n
To save a draft of an incomplete case record, click Save as Draft.
To view saved drafts of customer records, see Customizing Lists of Customers and Cases,
on page 78.
Creating and Editing Case Records
When you process an interaction with an existing customer, you create or edit a case
record of the interaction either during or after the interaction. You can create, edit and
save a case record, which the CRM pulls out during the next interaction with the same
customer enabling you to process the case efficiently. You create follow-up records to
handle subsequent interactions with the customer regarding the same case. At times,
when a customer needs information, you may respond by emailing the case information
to them.
The Case Creation and Editing page in the CRM panel allows you to perform the following
functions:
n
Creating a case record
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Editing an existing case record
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Creating a follow-up record
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Sending notification of case information
Best Practice:Edit an existing case record if you wish to re-word a case record or change
the case attributes such as Status, Priority, Severity etc. Create a follow-up record for
each subsequent interaction of the same case.
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The procedure in this section describes the use of the default customer fields. Depending
on how your contact center administrator has configured your Contactual CRM, the
customer creation tool may display additional customer fields.
To create a case record:
1. In the CRM Navigation bar, click Home.
2. In the CRM panel, in the Case area toolbar, click Create.
By default, the Agent Console displays the Create New Case page, Properties tab
Figure 52: Agent Console, Create New Case tool, Properties tab
If HTML support is enabled, the Properties tab displays the CRM rich text editor. For
more information on using CRM rich text editor, refer to Understanding Rich Text
Editor, on page 102.
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Figure 53: Agent Console, Create case with CRM rich text editor
3. In the Create New Case page, in the Properties tab, choose case attributes and add
comments to create a case record. Perform one of the following tasks:
n
n
n
Click Save as Draft to save a draft of an incomplete case record.
Click Save to save a completed case record. You can access and edit the case
record later.
Click Send to mail the case record. If the To and From addresses populate
automatically, the mail is sent successfully creating a case record.
Note: Based on the configuration of your contact center, the To and From email
addresses may populate automatically eliminating the need to manually enter the
information.
If your contact center configuration does not allow automatic populating, clicking
Send takes you to the Notification tab.
4. In the Create New Case page, click Notification.
The Agent Console displays the Create New Case page, Notification tab
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Figure 54: Agent Console, Create New Case tool, Notification tab
Use the Notification tab to send case information to one or more recipients in an
email.
5. In the Notification tab,
a. Select the From address from the drop down menu if it fails to populate
automatically.
b. Select the To address from the list of recipients if not populated automatically.
Select Cc and Bcc recipients if needed.
Note: Based on the configuration of your contact center, the To email addresses
may populate automatically eliminating the need to manually enter the
information. You will still need to add Cc and Bcc addresses from the available list
of recipients or manually.
c. In the Subject and Description text entry areas, type the subject and message
regarding the case if you did not enter this information in the Properties tab.
Note: If HTML support is enabled, you can create content in the Description field
using CRM rich text editor. For more information on using CRM rich text editor,
refer to Understanding Rich Text Editor, on page 102.
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d. Select Signature for the email message.
Note: You must set the right values for default from and default signature fields in
your profile to automatically populate the From and Signature fields in the
Notification tab.
6. Perform one of the following tasks:
n
Click Save to save a case record.
n
Click Send to mail the case record.
To view saved drafts of case records, see Customizing Lists of Customers and Cases,
on page 78.
Editing a Case Record
After you create and save a case record, you might want to edit the information many
times during the life cycle of a case.
To edit a case record:
1. Click My Cases in the navigation bar. A list of your cases appears.
2. Select and open a case from the list.
3. In the Case area toolbar, click Edit. The Properties tab opens. You can edit the
information in the record, save , or send a notification in the Notification tab.
Creating Follow-up Records
When you process an interaction with an existing customer, you create or edit a case
record of the interaction either during or after the interaction. You can create, edit and
save a case record, which the CRM pulls out during your next interaction with the same
customer enabling you to process the case efficiently. You create follow-up records to
handle subsequent interactions with the customer regarding the same case. At times,
when a customer needs information, you may respond by emailing the follow-up
information to them.
The procedure in this section describes the use of the default follow-up attribute fields
and lists. Depending on how your contact center administrator has configured your
Contactual CRM, the follow-up creation tool may display non-default follow-up attributes.
To create a follow-up record:
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2. In the CRM Panel, in the Follow-up area toolbar, click Create.
By default, the Agent Console displays the Create New Follow-up page, Properties tab
Figure 55: Agent Console, Create New Follow-up, Properties tab
If HTML support is enabled, the Properties tab displays the CRM rich text editor. For
more information on using CRM rich text editor, refer to Understanding Rich Text
Editor, on page 102.
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Figure 56: Agent Console, Create case with CRM rich text editor
If you are processing an email interaction, you can also use the Control panel, Email
tab, to create a follow-up record. For information about creating a follow-up record
while processing an email interaction, see Processing Email Interactions, on page 66.
3. In the Create New Follow-up page, in the Properties tab, update follow-up attributes
and add comments about the follow-up to the record. Perform one of the following
tasks:
n
n
n
Click Save as Draft to save a draft of an incomplete case record.
Click Save to save a completed case record. You can access and edit the case
record later.
Click Send to mail the case record. If the To and From addresses populate
automatically, the mail is sent successfully creating a case record.
Note: Based on the configuration of your contact center, the To and From email
addresses may populate automatically eliminating the need to manually enter the
information.
If your contact center configuration does not allow automatic populating, clicking
Send takes you to the Notification tab.
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4. In the Create New Follow-up page, click Notification.
The Agent Console displays the Create New Case page, Notification tab
Figure 57: Agent Console, Create New Follow-up, Notification tab
Use the Notification tab to send case information to one or more recipients in an
email.
5. In the Create New Follow-up page, in the Notification tab,
a. Select the From address from the drop down menu if it fails to populate
automatically.
b. Select the To address from the list of recipients if not populated automatically.
Select Cc and Bcc recipients if needed.
Note: Based on the configuration of your contact center, the To email addresses
may populate automatically eliminating the need to manually enter the
information. You will still need to add Cc and Bcc addresses from the available
list of recipients or manually.
c. In the Subject and Description text entry areas, type the subject and message
regarding the case if you did not enter this information in the Properties tab.
d. Note: If HTML support is enabled, you can create content in the Description field
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using CRM rich text editor. For more information on using CRM rich text editor,
refer to Understanding Rich Text Editor, on page 102.
Select Signature for the email message.
e. Note: You must set the right values for default from and default signature fields
in your profile to automatically populate the From and Signature fields in the
Notification tab.
6. Perform one of the following tasks:
n
Click Save to save a case record.
n
Click Send to mail the case record.
To view saved drafts of case records, see Customizing Lists of Customers and
Cases, on page 78.
Creating and Editing Tasks
A Task refers to a call, an email, a meeting, a chat or any other type of contact made with
a customer. A task organizes and helps you track all interactions associated with a
customer. The task object serves to create, and manage all tasks you plan to perform or
have performed, such as making calls or sending mails. For example, you can create a
task to schedule a phone call to a customer, and set a reminder. A reminder pops up a
few minutes before the scheduled call.
Features
n
Task fields are customizable. You can add new fields, and edit existing fields.
n
Tasks are automatically created for all campaign calls that are processed.
n
Tasks are created for calls scheduled during a campaign.
n
An agent creates, views, edits, and searches for tasks.
n
An agent can view all tasks assigned to her, and also list all tasks pertaining to a
customer.
Creating a Task
You can create a task by navigating to a customer record any time.
To create a task:
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1. Click Home in the Navigation Panel.
2. Search and open a customer record, and click Create under the Task section.
Figure 58: Task > Create Link
The Create New Task window appears.
Figure 59: Create New Task
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3. Enter the details of a task. The task fields are customizable in your CRM. You may
create custom fields, or edit the existing fields.
a. Status: When you create a task, assign a status to indicate how the task progresses.
Note: Pick list values are customizable.
b. Phone: Optionally, enter the phone number of the customer.
c. Media Type: Refers to the media of a task such as phone, email, chat, or voicemail.
d. Due Date: Select a date to complete the task using the calendar. This enables a
reminder. You can check the reminder option to automatically generate a
reminder.
e. Assigned To: By default, the task is assigned to the agent who creates it. To assign
it to another user, select a user from the drop down list. You can assign a task to a
single user only.
f. Email: Optionally, enter the email address of the contact.
g. Call Type: inbound, outbound, and Direct Agent Access.
h. Subject: Enter a subject or short description of the task.
i. Description: A note describing the task.
j. Enable Reminder: Optionally, check the box to set a reminder on the task. This
option is enabled only if you specify a due date.
4. Click Save.
You have created a task successfully. If you enabled a reminder, a reminder pops up at
the specified time interval before the scheduled call.
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Figure 60: Task Reminder Pop-up window
5. Click the Scheduled Call to view the task details and the associated customer record.
The reminder continues to pop until the task is completed, or dismissed.
Editing a Task
To edit a task:
1. Navigate to an existing task, and click Edit.
Figure 61: Task Edit Link
The edit window opens.
Figure 62: Editing a Task
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2. Make the desired changes and click Save.
Viewing a Task History
You can view task record details including the changes a task has gone through since its
creation.
To view task details:
1. Navigate to an existing task, and click View to see all the task details.
Figure 63: Viewing Task Details
2. Click Show History to view any previous changes to the task.
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Figure 64: Viewing Task History
Listing Tasks of a Customer
You can list all tasks pertaining to a customer record.
To list all tasks:
1. Navigate to a customer record and click List in the Task area.
Figure 65: Listing Tasks of a customer
A list of tasks associated with the customer record shows. Click on any record to view
the task details.
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OR
Click the Navigation buttons to open tasks.
Understanding Rich Text Editor
If support for HTML Email is enabled, agents gain access to a rich text editor in the
following pages of the Agent Console:
n
CRM Create Case
n
CRM Edit case (for non-read-only cases)
n
CRM Create Follow-up
n
CRM Notification of cases and follow-up records
The rich text editor is Unicode compatible and fully localized.
Figure 66: CRM Rich Text Editor
The rich text editor on the Contactual Agent Console allows you to create, or edit cases
and follow-up records with the following features:
n
Rich font Properties
n
Insert Images
n
Insert Hyperlinks
n
Insert HTML formatted FAQ
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n
Insert HTML formatted Signature
n
Easy to use Spell Checker
Summarizing the Menu Elements of Rich Text Editor
The rich text editor on the Contactual CRM lets you create or edit cases, and follow-up
records with varying indent options, font types, font sizes, font styles, paragraph styles,
and lists. The following table lists the name and role of each menu element in the rich
text editor:
Table 6: CRM Rich Text Editor, Menu Element Options
Element Name
Role
Values
Font Name
Set the text font family
Arial (Default)
Arial Black
Comic Sans MS
Courier New
Lucida Console
Tahoma
Times New Roman
Trebuchet MS
Verdana
Font Size
Set the text font size
8, 9, 10, 11, 12, 13 (Default),
14, 16, 18, 24, 36
Font Style: Bold
Set the font boldface attribute
font Style: Italic
Set the font italic type
Font Style - Underlined
Underline the selected text
Font Style: Subscript
Turn the selected text into a subscript
Font Style: Superscript
Turn the selected text into a superscript
Font Style: Front color
Set the font front color
Font Style: Background color
Set the font background color
Insert Item: HTML Link
Insert an HTML link
URL to a WEB page
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Element Name
Role
Values
Insert Item: Image
Insert an image
URL to a WEB image
Indentation
Positions the text in the editor
Left, Center, Right, Justify
Paragraph Style
Set a paragraph style to the selected text
Normal (default)
Header 1
Header 2
Header 3
Header 4
Header 5
Header 6
Description - Inserting an Image
The CRM rich text editor enables you to insert images while creating cases and follow-up
records. In the Description field, you can choose to insert an image by placing the cursor
in the desired location.
To insert an image:
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1. In the CRM home, click Create a case or a follow-up. The properties tab opens.
Figure 67: CRM page, Create Follow-up, Properties tab
2. Enter the Subject and Description.
3. In the Description field, place the cursor where you want to insert an image.
4. Click
from the menu. You may be prompted to allow scripted windows by your
browser.
Figure 68: Create follow-up, Insert Image
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5. Click where instructed and then click Temporarily Allow Scripted Windows option in the
contextual menu.
6. Click
again. A dialog box opens prompting for a valid image URL.
Figure 69: Insert Image, URL prompt
7. Enter a valid URL and click OK. The image at the specified URL gets inserted in the
description.
Figure 70: CRM page, Create Follow-up, Image inserted
Note: You can resize images in the editor by pulling on the image handlers.
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Description - Inserting a Hyperlink
The CRM rich text editor enables you to insert hyperlinks while creating cases and followup records. In the Description field, you can choose to insert hyperlinks by selecting a text
string and linking it to a valid URL. When you click on the linked text, the browser opens
the hyperlink.
To insert a hyperlink:
1. In the CRM home, click Create a case or a follow-up. The properties tab opens.
Figure 71: CRM page, Create Follow-up, Properties tab
2. Enter the Subject and Description.
3. In the Description field, select text to be displayed as the hyperlink.
4. Click
from the menu. You may be prompted to allow scripted windows by your
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browser.
Figure 72: Create follow-up, Insert Hyperlink
5. Click where instructed and then click Temporarily Allow Scripted Windows option in the
contextual menu.
6. Click
again. A dialog box opens prompting for a valid image URL.
Figure 73: Insert Hyperlink, URL prompt
7. Enter a valid URL and click OK. The link gets inserted in the Description. If you click on
the linked text, a new browser opens the hyperlink.
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Figure 74: CRM page, Create Follow-up, Hyperlink inserted
Description - Inserting a FAQ
You can create HTML formatted FAQs to send to customers. If your contact center has
prepared answers for frequently asked questions (FAQs), and those answers include
shortcut definitions, you can use those shortcuts to quickly insert the prepared answers
into chat responses, email responses, and email notifications while creating cases and
follow-up records.
To insert FAQ:
1. In the Notification tab, place the cursor in the Description field where you wish to
insert FAQ.
2. In the control panel, enter a shortcut FAQ and click Insert FAQ. The FAQ content gets
inserted in the response.
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Figure 75: Create Case, Notification tab, Insert FAQ
Description - Inserting a Signature
You can create elaborate HTML formatted signatures to be rendered in the email
notifications sent to customers by creating a signature in your profile, saving it, and
inserting in the Description field of notification emails.
To create a signature:
1. Click My Profile in the navigation bar.
2. Create a signature using HTML tags and save in your profile.
To insert a signature:
1. In the Notification tab, place the cursor in the Description field where you wish to
insert signature.
2. Click Insert Signature. Your HTML formatted signature gets inserted in the email
content.
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Figure 76: Create case, Notification tab, Inserted signature
Description - Spell Checking
The spell checker in the rich text editor scans and flags the words that may be spelled
incorrectly. The spell checker highlights all unknown words. You can replace the
highlighted words with a suggestion or ignore it.
Note: You do not have “Ignore” choice on the context menu. You should simply ignore the
words by not clicking on them.
To spell check your content in Description field:
1. Click
. The spell checking mode is turned on and turns off text editing or text
formatting mode. The spell checker highlights all unknown words with yellow color.
2. Click on a highlighted word to bring up a pop-up window with a list of suggested
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words.
3. Replace it with a suggested word or ignore it.
4. When all the spell checking is done, Click
return to the normal editing mode.
to turn off the spell checking mode and
Creating CRM Reports
Each agent can use their Agent Console account to create and save CRM reports that
summarize their customer and case activity.
CRM reports can be viewed in a browser window. If your computer has Microsoft Excel
installed, you can generate a report as an Excel spreadsheet.
Creating a CRM Customer Report
Perform the procedure in this section to use the Agent Console report wizard to produce a
CRM Customer Report.
To create a CRM Customer Report:
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2. In the CRM panel, in the Customer area toolbar, click Report.
The Agent Console displays the Customer Reports page.
Figure 77: Agent Console, Customer Reports page
In the Customer Reports page, the Customer Reports list contains no choices.
3. In the Customer Reports page, click Create.
The Agent Console displays the first of three Reports Wizard pages.
Figure 78: Agent Console, Customer Report Wizard, Step 1
If your contact center administrator has added custom fields to your Contactual CRM,
those custom fields appear in the list of fields.
4. In the Customer Report Wizard, Step 1 of 3:
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a. In the Report Title text entry area, type the name of this report.
b. In the Fields to Include area, select the fields included in this report.
c. Click Next.
The Agent Console displays the second of three Reports Wizard pages.
5. In the Customer Report Wizard, Step 2 of 3, for each customer field you chose in step
1 of the Customer Report Wizard (Figure 78), create optional filtering statements.
a. For each of the report fields, chose a logical operator, then in the adjoining text
entry area type (or if applicable, choose) a filter.
b. Click Next.
The Agent Console displays the third of three Reports Wizard pages.
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6. In the Customer Report Wizard, Step 3 of 3, choose the primary and secondary report
fields the Agent Console uses to order the data contained in the customer report, then
choose the two fields' sort order.
7. Produce and save the report. In the Customer Report Wizard, Step 3 of 3, perform
one of the following:
n
To save the report configuration without running the report, click Save.
n
To run the report without saving the report configuration, click Run.
n
To run the report and save the report configuration, click Save and Run.
n
If the agent computer has Microsoft Excel installed, to produce the report in the
agent computer's Microsoft Excel program without saving the report configuration,
click Run in Excel.
After the Agent Console produces the report in Excel, in the Customer Report
Wizard click Save to save the report configuration.
Creating a CRM Case Report
A CRM case report provides both customer and case information. The customer-related
fields appear in Case, Follow-Up, and Attached fields and can be used to filter report data.
Note: The Description field displays only the first 256 characters on reports.
To create a CRM Case Report:
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2. In the CRM panel, in the Case area toolbar, click Report.
The Agent Console displays the Case Reports page.
Figure 81: Agent Console, Case Reports page
The Case Reports list contains three default case reports: Internal Case Report,
Supervisor Case Report, and Management Case Report.
3. In the Case Reports page
a. Choose the From Date and To Date range for the report, or choose Select All
Dates.
b. In the Case Reports list, choose a report type.
c. Click Create.
The Agent Console displays the first of three Reports Wizard pages.
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Figure 82: Agent Console, Case Report Wizard, Step 1
If your contact center administrator has added custom fields to your Contactual CRM,
those custom fields appear in the list of fields.
4. In the Case Report Wizard, Step 1 of 3:
a. In the Report Title text entry area, type the name of this report.
b. In the Fields to Include area, select the fields included in this report.
c. Click Next.
The Agent Console displays the second of three Reports Wizard pages.
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5. In the Case Report Wizard, Step 2 of 3, for each customer and case field you chose in
step 1 of the Case Report Wizard (Figure 82), create optional filtering statements.
a. For each of the report fields, choose a logical operator, then in the adjoining text
entry area type (or if applicable, choose) a filter.
b. Click Next.
The Agent Console displays the third of three Reports Wizard pages.
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6. In the Case Report Wizard, Step 3 of 3, choose the primary and secondary report
fields the Agent Console uses to order the data contained in the case report, then
choose the two fields' sort order.
7. Produce and save the report. In the Case Report Wizard, Step 3 of 3, perform one of
the following:
n
To save the report configuration without running the report, click Save.
n
To run the report without saving the report configuration, click Run.
n
To run the report and save the report configuration, click Save and Run.
n
If the agent computer has Microsoft Excel installed, to produce the report in the
agent computer's Microsoft Excel program without saving the report configuration,
click Run in Excel.
After the Agent Console produces the report in Excel, in the Case Report Wizard
click Save to save the report configuration.
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Posting and Viewing Notification Messages
Agents can use the Agent Console to send notification messages ("notices") to one or
more agent groups.
All agents in the selected agent group receive the notice. Agents logged in to the Agent
Console receive the notice immediately. Agents who are not logged in receive the notice
the next time they log in to the Agent Console.
Sending a Notification Message
Perform the procedure in this section to send a notice to one or more agent groups.
Figure 85 shows the Control panel tools you will use to send a notice.
Figure 85: Agent Console, Post Notices tab
To send a notice:
1. In the Agent Console, select the Notices tab, then click the Post Notices tab.
The Agent Console displays the Post Notices tab.
2. In the Post Notices tab, in the Group list, select a group or select All to send the
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notice to all agent groups.
You must select at least one agent group before you can send the notice.
3. In the Priority area (Figure 85), choose the priority level of the message or choose
Pop-up.
If you choose Pop-up, the Agent Console displays the notice as a pop-up message that
disables all recipients tools until the agent selects the message box and clicks Close.
Viewing Notification Messages
Perform the procedure in this message to view a notice.
Figure 86 shows the Control panel tools you will use to view a notice.
Figure 86: Agent Console, View Notices tab
To view a notice:
1. In the Agent Console, select the Notices tab, then click View Notices.
The Agent Console displays the View Notices tab.
2. In the View Notices tab, in the New Notices area, the Agent Console lists all your
unread notices.
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The Old Notices area retains your previously viewed notices until you log out of the
Agent Console.
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Using the Collaborate Feature
If your Agent Console account includes the Collaborate desktop sharing tool, you can use
Collaborate to connect to a customer's computer and directly control that computer for
purposes of providing hands-on assistance.
When you use Collaborate to connect to a customer's computer, the customer sees every
action you perform in real-time, and can disconnect their computer from the Collaborate
session at any time.
Overview of a Collaborate Desktop Sharing Session
Using the Contactual Collaborate feature to provide hands-on assistance to a customer
consists of the following high-level tasks:
1. In the Agent Console, use the Collaborate page to generate a unique Collaborate
session identifier.
2. Send the Collaborate session identifier and the URL of the Collaborate Web page to
the customer, then help the customer connect to the Collaborate session.
3. In the Agent Console, use the Collaborate feature to connect to the customer's
computer.
4. Use the Collaborate feature to provide hands-on assistance.
Before Running Collaborate For The First Time
If your Agent Console includes access to the Collaborate feature, contact your contact
center supervisor to verify that your computer and network configuration will permit the
use of the Collaborate feature.
Establishing a Collaborate Session
Perform the procedure in this section to establish a Collaborate session.
To establish a Contactual Collaborate session:
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1. In the Agent Console, in the Navigation bar, click Collaborate.
The Agent Console displays the Collaborate page.
Figure 87: Agent Console, Collaborate page
2. In the Collaborate page, click Generate Session.
The Agent Console creates a unique Collaborate session code and places the code in
the Session Code text entry area.
To the right of the Session Code text entry area, the Agent Console lists the URL of the
Collaborate Web page.
3. Help the customer connect to the Collaborate session.
a. Communicate the URL of the Collaborate Web page and the unique Collaborate
session code to the customer.
You can use phone, chat, or email to provide the customer with the information
they will need to connect to the Collaborate session.
b. After the customer connects to the Collaborate Web page, direct the customer to
paste the Collaborate session code into the Enter Session Code text entry area then
click Share My Computer.
Figure 88 illustrates the Collaborate Web page, Share My Computer dialog.
Figure 88: Collaborate Web page, Share My Computer dialog
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c. When the customer is prompted to run or save the program file downloaded by the
Collaborate feature, direct the customer to click Run.
If the customer receives an additional warning that the program's publisher could
not be verified, direct the customer to click Run.
d. When the Contactual Collaborate session prompts the customer to accept or reject
the Collaborate session, direct the customer to click Yes.
e. Point out to the customer that the Collaborate session displays a Disconnect Now
button that the customer can use to immediately end the Collaborate session.
4. In the Agent Console, in the Collaborate page, click Launch Viewer.
The Agent Console creates a new browser session, then connects that session to the
customer's computer. You can now use the Collaborate session to directly control the
customer computer for purposes of providing hands-on assistance.
5. To end the Collaborate session, in the session window click Disconnect.
You can also direct the customer to click their Collaborate session's Disconnect Now
button.
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GLOSSARY
A
Administrator
The person who uses the Contactual Configuration Manager to configure the contact
center's resources and behaviors.
Agent
Agents use the Contactual application to view and manage customer interactions.
Contactual supports Regular agents and Supervisor agents.
Application Programming Interface (API)
An application programming interface (API) defines the way an external program can
request services from another program. See also, Contactual Integrations.
Automatic Call Distribution (ACD)
ACD uses the number called and programmable call distribution logic to route
incoming telephone calls to agents with the skills necessary to efficiently process the
interaction.
Automatic Number Identification (ANI)
ANI identifies the origination number of a call offered to an Agent.
B
Billing Telephone Number (BTN)
For customers with multiple separate telephone numbers, the BTN consolidates those
multiple numbers under a single phone number for billing purposes.
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C
Caller Name (CNAM)
An enhanced Caller ID feature that displays both the number and name for an
incoming voice call. To provide the value-added CNAM service, the carrier uses the
originating caller's phone number to locate the caller's name in the carriers' names
database, then transmits both the number and name to the CNAM-enabled customer.
Calling Line Identifier (CLI)
The intended display number of the calling party. In some network configurations, the
CLI contains the calling party's Billing Telephone Number (BTN) or Charged Party
Number (CPN) to be displayed instead.
Channel
Phone, email, or Web chat interactions arrive at a Contactual tenant on a channel.
Contactual uses skills based routing rules to place interaction requests into the
appropriate Queue.
Collaborate
See Desktop Sharing.
Computer Telephony Integration (CTI)
CTI allows data associated with an incoming call or chat request to be presented to
the responding agent in real-time. Contactual CTI typically presents this data as a
"screen pop".
Configuration Manager (CM)
The portion of the Contactual application used by the contact center's administrator
to define and configure the resources and operational behaviors of the center's
Contactual tenant.
Contactual Agent Desktop
Contactual's browser-based graphical user interface (GUI) used by Agents to manage
customer interactions.
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Contactual Integrations Suite
An optional package containing the Contactual CRM API, Screen Pop, Triggers, and
Reporting API components.
CRM API
The CRM API component of the Contactual Integrations enables third-party processes
to access Contactual CRM data.
Customer Relationship Management (CRM)
The Contactual CRM stores the contact center's customer, case, and follow-up data.
Numerous third-party CRM products also exist. Two examples of third-party CRM
applications are Salesforce and NetSuite.
D
Desktop Sharing
If authorized, an agent can use the Collaborate Desktop Sharing feature to view and
control a customer’s remote computer for purposes of providing assistance.
Direct Agent Access
In an IVR script, direct agent access permits a caller to reach an agent directly rather
than through skills-based routing logic.
E
Email Script
A set of instructions that determine and direct the treatment and routing of an
incoming email interaction.
G
Group
A group is a collection of agents created for management or reporting purposes.
Groups can be functional (for example, Technical Support) or organizational (for
example Supervisor Mary’s Team). Each agent can be assigned to only one group, and
cannot view or access information about other groups or group members.
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I
Interactive Chat Response (ICR)
Interactive Chat Response specifies the message sent in response to a new chat
interaction.
Interactive Voice Response (IVR)
IVR enables touch tones to guide customer interaction with the contact center. For
example, an IVR script could direct a caller to Press 1 to be connected to Sales or
Press 2 to be contacted to Support.
IVR Script
A set of instructions that prompts callers to choose options, then uses those choices to
determine the optimal routing of an incoming phone interaction. See also, Interactive
Voice Response.
Q
Queue
A queue is an ordered collection of interactions waiting to be served by agents
qualified to respond to these interactions. In addition to enabling the call center
administrator to customize how incoming interactions are prioritized and routed,
queues also ensure that interactions are never lost or discarded.
R
Reporting API
The Reporting API component of the Contactual Integrations enables third-party
processes to access statistical reporting data, and status information.
Responsible Organization (RespOrg)
The entity that controls and maintains a phone number. Telephone carriers are the
most common type of RespOrg. Contactual's provisioning department processes the
RespOrg orders required to direct your contact center's phone numbers to your
Contactual OnDemand Contact Center client
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S
Screen Pop
The Screen Pop component of the Contactual Integrations enables third-party CRMs
to display information in the Agent Desktop. See also, Computer Telephony
Integration.
Service Level Agreement (SLA)
A commitment to process some number of interactions within a specific period of
time. Service Levels are generally defined as X percent of interactions answered
within Y seconds measured over Z minutes. In the Contactual Configuration Manager,
use a queue's SLA tab to generate an alert whenever interaction processing levels fall
below a specified commitment level.
Skill
A qualification that associates a particular queue to an agent.
Skill Levels
For each agent, Contactual uses high, medium, and low skill level identifiers to
prioritize the distribution of interactions across the pool of available agents.
Status Codes
The Status Codes feature enables agents to supply supplemental information about
why they changed their state. Status Codes provide enhanced workforce planning and
management. For example, status codes could be created for different categories of
breaks such as Break for Lunch, Break for Meeting, and so on.
Supervisor
An agent with the supplementary privileges required to create FAQ categories and
answers, monitor agent interactions in progress, listen to recordings of previous
interactions, and create reports for the agents groups they supervise.
Support Center
In Configuration Manager, use the Support Center page to create customer-facing
support Web page for your contact center, and specify the contact -- FAQs, desktop
sharing, chat, email -- available from that page.
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T
Tenant
Your unique and secure contact center instance running on a Contactual platform.
You use the Configuration Manager to create and configure all aspects of your
contact center's resources and operational behaviors, including groups, incoming
channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting.
Transaction Code
The Transaction Codes feature enables agents to supply supplemental information
about the reason for or outcome of an interaction. Transaction codes provide
enhanced metrics or enable the calling line ID on an outbound call to be modified. For
example, transaction codes could be created for different categories of sales
activities such as Initial Contact, Prospect, Customer Satisfied, and so on.
Triggers
The Triggers component of the Contactual Integrations invokes a remote third-party
process whenever an agent creates, deletes, or edits Contactual CRM record.
V
Virtual Contact Center
A contact center that enables agents to be located in different geographical locations
yet managed as if they were located in the same physical location.
Voice over IP (VoIP)
The use of the Internet Protocol (IP) to carry telephone calls.
W
Web Application Programming Interface (WAPI)
Deprecated term for the optional Contactual Integrations package.
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Index
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Contactual Agent Supervisor Desktop Guide

Transcription

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