VCC - Agent Supervisor Desktop Guide - Support

Virtual Contact Center
Agent User Guide
Virtual Contact Center
Copyright © 2018, 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.
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respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property
of their respective owner/s.
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Virtual Contact Center
Preface
Virtual Contact Center from 8x8 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, multimedia 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
vccsales@8x8.com
www.8x8.com
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Contents
Preface
ii
Contents
iii
Overview
1
System Requirements
1
Localization Support
2
What Is New for Agents?
3
9.5 Release
3
Previous Releases
4
Get Started
Log In
9
9
Login (Unified Login and Virtual Office)
10
Create a New Password (Except for Unified Login and Virtual Office)
11
Reset Your Password
12
Log in after You Reset Your Password
13
Reset Username and Password (Unified Login and Virtual Office )
13
Log Out
14
Understand Your Interface
Offer Remote Customer Assistance
How do I help remote customers?
Send Feedback
Configure Your Profile
15
17
19
20
21
Summary of Agent Profile Settings
22
Change Your Workplace Number
25
Configure Email Options
27
Configure Your External CRM
27
External CRM Setup Summary
29
Personalize Your Agent Console
31
View Your Assigned Queues
34
Set Your Status
36
Check Queue and Agent Status
39
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Work with Codes
45
Select Status Codes
45
Select Outbound Phone Codes
47
Use Keyboard Shortcuts
Select Transaction Codes
Optional vs. Required
Use Keyboard Shortcuts
48
49
49
51
Record Your Messages
53
Overview of Processing Interactions
55
Notification Alerts
Limitations
How it Works?
Manage Multiple Tasks
Process Phone Interactions
56
56
57
58
Inbound Phone Call Flow
58
Overview of Phone Controls
59
Accept Phone Interactions
61
Record Phone Interactions
Play Your Recorded Messages
Add Notes During an Interaction
Transfer Phone Interactions
Transfer Phone Interactions to Another Agent
Transfer Phone Interactions to Another Phone Queue
Transfer Phone Interactions to an External Phone Number
Overview of Conference Calls
Add Agents to a Conference Call
Add External Parties to a Conference Call
Make Outbound Phone Calls
Call Agents
Call External Phone Numbers
Dial Digit Tones
Features
Limitations
Access Dial Pad
Process Outbound Campaign Calls
Reschedule Campaign Calls
Do Not Call Disposition
Manage Your Status During Outbound Calls
Change Your Status to Busy
Retain Your Current Status
Process Voicemail Interactions
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Virtual Contact Center
Accept Voicemail Interactions
86
Process Chat Interactions
88
Overview of Chat Interactions
88
Co-Browsing Support for Chat
Multilingual Support for Chat
Supported languages
Inbound Chat Work Flow
89
Overview of Multi-Chat
90
Features
Accept Chat Interactions
Pre-requisites
Enhanced Control on Agent Status
Features
Handle Multiple Chats
Chat List
Customer-to-Agent Chat
Offer Remote Customer Assistance Via Chat
Agent-to-Agent Chat
Multi-Chat Table
91
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95
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101
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105
Handle Multilingual Chats
107
Transfer Customer Chats to a Different Queue
111
Save Chat Logs
116
Insert FAQ Responses into Chat Interactions
116
Process Email Interactions
118
Email Interaction Features
118
Inbound Email Work Flow
119
Accept Email Interactions
120
Pre-requisites
Pull Emails
Accept One Email at a Time
120
120
122
Respond to Emails
123
Transfer Emails to a Different Queue
125
Insert FAQ Responses into Emails
129
Delete Emails from a Queue
130
Manage Customers, Cases, Follow-Ups and Tasks in Local CRM
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132
Customers
132
Cases
133
Follow-ups
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Tasks
133
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Virtual Contact Center
Integrate with External CRM
133
CRM Landing Page
133
Customize Lists of Customers and Cases
Create and Edit Customer Records
Edit or Delete Customer Records
View Customer Records
Create and Edit Case Records
Edit or Delete Case Records
View Case Records
Create Follow-up Records
135
136
138
140
141
143
View Follow-up Records
145
Create and Edit Tasks
146
Features
View System-Generated Tasks
Create Tasks Manually
Manage Tasks
View Task History
List the Tasks of a Customer
Search CRM Data
Search for Customer Records
Search for Cases
Search for Tasks
Delete CRM Data
Before You Begin
Understand Your Rich Text Editor
Menu Elements of the Rich Text Editor
Insert Images in Case Description
Insert Hyperlinks in Case Description
Insert FAQs
Insert Signatures in Case Description
Check Spelling in Case Description
Create CRM Reports
Create CRM Customer Reports
Create CRM Case Reports
Create CRM Task Reports
Post and View Notification Messages
147
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Send Notification Messages
175
View Notification Messages
177
Broadcast Message During a Platform Switch
Use the Collaborate Feature
Establish Collaborate Sessions
Access Virtual Contact Center Analytics
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Customer Experience
Features
184
Log in
184
Access Recent Calls
186
Access Call Flow
192
GLOSSARY
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Overview
Overview
The Virtual Contact Center Agent Console enables agents to use a graphical user interface (GUI) to manage customer
interactions across all channels. Agent Console is easy to use and requires no special software or hardware to run. It is
100% cloud-based and accessible from anywhere and anytime as long as you have a computer and internet access.
With Agent Console, agents can have quick access to FAQs, use the Local CRM or their familiar Extrnal CRM, and see
and chat with other agents for coaching and help. Agent Console administrators can take advantage of the permissionbased application by allowing agents to access certain functions until they are up-to-the-speed and ready to take
advantage of the full capabilities. See Get Started and Understand Your Interface to learn how to start.
You can log in as an administrator, or agent:
n
If you are the contact center's primary administrator, 8x8, Inc. provides you with the information you need to access
and configure your Virtual Contact Center.
n
If you are an agent, your contact center supervisor provides you with the information you need to access your Agent
Console account, as well as your contact center policies and guidelines for using that account.
System Requirements
Each agent workstation requires a phone and a computer with Internet address:
n
A dedicated physical phone or a softphone, such as Bria (Windows and Mac), that is available exclusively for
handling Virtual Contact Center phone interactions during working hours. See Change Your Workplace Number
for details.
n
A computer equipped with one of the following browsers:
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Internet Explorer 9, 10, or 11
o
Microsoft Edge browser
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Overview
o
Chrome
o
Firefox
For information about agent workstation technical requirements, see your contact center supervisor, or refer to the
Technical Requirements document.
Note: Compatibility View must be disabled in Internet Explorer 9 or older.
Note: Chrome and Firefox do not support the Collapse Window functionality in Agent Console.
Localization Support
n
Agent Console is supported in English, European French, and German.
n
Customer Experience is supported in English and Canadian French.
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What Is New for Agents?
What Is New for Agents?
New features and enhancements to Agent Console impact supervisors and agents. Some of these features are
available to agents and supervisors by default, while others need to be enabled by administrators to benefit from the
functionality. The following list includes features and enhancements introduced in the recent product releases:
9.5 Release
n
Improved Broadcasting: Agents now receive an improved broadcasting message informing them of a platform
switch. In addition to the notification message, a red alert bar also shows up at the top of the control panel alerting
agents and reminding them to exhaust the interactions waiting in the queue. Agents are required to log out and log
back in as they may experience some instability during the platform switch. See how you can View Notification
Messages.
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What Is New for Agents?
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Ability to save agent preferences on server: Agents can now save their preferred settings and options such as
their last selected tabs in Monitoring, pop-up chat and FAQ window size, their favorites and recents tabs, etc.on
the server and access them on different computers or browsers. Prior to this enhancement, agents were able to
save their preferences on their profiles and access them at the browser level only.
n
Allow agents to change display name: This new improvement allows agents to present themselves with a
customized display name. The new feature ensures the agents privacy and helps them save time and effort to
introduce themselves to customers every time they start a new chat. The agent display name appears in the Agent
Console's control panel, Profile page, chat window, and CRM case created after a chat session. It can be modified
by the Virtual Contact Center administrator in the Configuration Manager, or if permitted, by the agents in Agent
Console. The updates in Agent Console application immediately appears in Configuration Manager and vice versa.
See Configure your Profile to learn how agents can configure their profiles.
Previous Releases
9.4.3. Release
n
Enhanced control for CRM reports: If enabled by the administrator, agents can create or download reports.
They can always run a report, however, even if the ability to download a report is disabled.
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What Is New for Agents?
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Increased data limit for inbound emails: The maximum size of an inbound email routed via email channels is
now increased from 10 MB to 30 MB. You can now receive an email up to 30 MB in size. This includes the size of
the attachments.
n
Notification of delayed uploading of queue data: When agents want to transfer a phone, email, and chat
interaction to another queue, they may experience a delay in accessing the entire list of queues, including queues
they are not part of. This may result in loading a partial list of queues, which is indicated by an exclamation symbol
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What Is New for Agents?
next to the Transfer button.
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What Is New for Agents?
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Improved error messages in CRM integration: If the screen pop fails to open when working with Virtual
Contact Center external and local CRM, the descriptive alert message notifies agents of some troubleshooting tips.
9.4 Release
n
Co-browsing via Chat: Ability to initiate Co-browsing via chat sessions.
n
Improved Help interface: Agents can now access FAQs, user guides, and support page via the Help menu. They
can also submit feedback about the product, using Help menu.
n
Localization: We support European French and German languages.
n
Browser Support: We support Microsoft Edge browser.
8.4 Release
n
Improved Login Time for Agents: The time that it takes to log in to Agent Console has been greatly improved in
this release.
n
Improved Chat Window Capacity: Increased the chat window capacity to 5000 characters. This enhancement
allows users to communicate large bodies of text, such as FAQs, via the chat window.
n
Ability to Clone Tasks in Local CRM: Agents can replicate tasks quickly with a click on the task form, creating
a new task.
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What Is New for Agents?
8.1 Release
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Multi-Chat: Ability to handle multiple chats concurrently
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Multilingual Support for Chat: Ability to handle chats in multiple languages
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Chat Recording for Supervisors: Ability to monitor agent’s chat conversations
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Enhanced Control on Agent Status
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Ability to Access the List of Follow-up records
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Displaying case ID During Email Interactions
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Enhanced Awareness of Queue Status
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Web Notification Alert for Incoming Interactions
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Get Started
Get Started
Your contact center supervisor provides you with the URL, username, and password required to log in to your Agent
Console account. See Login for the URL link and information. You do not need any specific hardware or downloads to
run the Agent Console
application. Agent Console is 100% cloud-based and runs on most computers with an Internet access, allowing you to
keep business running smoothly.
Using Agent Console agents can:
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process interactions of all media including phone, chat, email, and voicemail.
n
process both inbound and outbound interactions.
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track the status of agents and queues.
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provide quick answers to customer questions using the FAQ knowledge base.
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manage CRM data by integrating with local CRM or supported external CRMs.
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collaborate with a remote desktop for real-time assistance or Co-browsing capabilities.
Log In
Based on the configuration of your Virtual Contact Center, you may receive the login information through a systemgenerated email or from your supervisor manually. The login information includes username, a system-generated
password, and a URL link to Agent Console.
To log in to Agent Console:
1. In your preferred browser, enter the URL for your Agent Console.
2. In the login page, enter your username and password. Click Login.
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Get Started
3. By default, Agent Console launches in the Break status.
Note: Agent Console usernames and passwords are case sensitive. If your access to Agent
Console is denied due to IP address restrictions, an automatic email is sent to your Virtual Contact
Center administrator. The administrator is then able to give you the access authorization.
4. Select Available or Work Offline status to initiate the session.
Your supervisor may also instruct you to update certain parts of your Agent Console user profile.
Login (Unified Login and Virtual Office)
If you are a Virtual Contact Center user with Unified Login and Virtual Office, use https://login.8x8.com to log in to
Virtual Contact Center applications. Whether you are a supervisor or an agent, you can sign into any of these roles with
a unified username and password. Every user in Virtual Contact Center receives a system-generated email notification
with the login credentials. The email includes the login URL, username, a temporary password, and a link to create a
password. Click the link to set your password and log in.
To log in to Agent Console:
1. In your preferred browser, enter https://login.8x8.com/.
2. In the login page, enter your username and password. Click Login.
3. The 8x8 application panel launches listing all the applications available to you.
4. Select Virtual Contact Center Agent application to launch.
By default, Agent Console launches in the Break status.
Note: Agent Console passwords are case sensitive. If your access to Agent Console is denied due
to IP address restrictions, an automatic email is sent to your Virtual Contact Center administrator.
The administrator is then able to give you the access authorization.
5. Select Available or Work Offline status to initiate the session.
Your supervisor may also instruct you to update certain parts of your Agent Console user profile.
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Create a New Password (Except for Unified Login and Virtual Office)
Note: This option is NOT available to Virtual Contact Center users with Unified Login and Virtual Office.
After you receive your account login credentials set by an administrator, log in to Agent Console using the credentials. If
you are not using Virtual Contact Center with 8x8 Unified Login and Virtual Office, you can create a new password by
going to your Agent Console Profile > Security.
To create a new password:
1. Log in to Agent Console.
2. Go to Profile from the Control Panel menu.
3. In the Security area, enter the old password.
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Get Started
4. Enter the new password.
Note: Hover over
to know the password length.
5. Retype the new password and click Save.
Note: If your password fails to meet the password criteria set by the administrator, a message
prompts you to retype the password.
Your new password is activated from the next login session.
Reset Your Password
If you forget your password to log in to Agent Console, you can reset your password automatically by providing your
username 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 receive the reset password in an email. This additional step proves that the person requesting to
reset the password is the one assigned to the agent account.
To reset your password:
1. Click Forgot Password in the login screen.
A dialog box appears prompting for username.
2. Enter username in the textbox exactly as you would for logging in to Agent Console and click Continue.
A message indicates a new password is sent to your email address with the required information to proceed.
Note: A username can be in one of the two forms: agent_id@tenant_id, or if the tenant id is
provided as a parameter in the login URL, username can be agent_id. Please confirm with your
administrator if you are not sure.
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Get Started
3. Open your email and click the link in the email. A dialog box opens prompting for an answer to your security
question.
Note: If you have not set up a security question and answer in your profile, you receive a reset
password in the email.
4. Enter your answer to the security question. If you answered the question right, a message including a reset
password is emailed to you.
5. Open your email to obtain the system generated reset password.
Log in after You Reset Your Password
You are allowed to use a reset password to log in to Agent Console only once. Upon logging in to Agent Console with
your reset password, you are prompted to change the password. If you fail to change the password, you are
automatically logged out.
To log in with a reset password:
1. Open your email to obtain the system generated reset password.
2. Log in to Agent Console with the reset password. You are logged in successfully and prompted to change the
password.
3. Enter a new password and click Change to proceed with the login.
Reset Username and Password (Unified Login and Virtual Office )
If you are using Virtual Contact Center with 8x8 Unified Login and Virtual Office, you can reset your username and
password by clicking Help on the login screen. You then receive an email including a password link. This additional step
proves that the person requesting to reset the password is the one assigned to the agent account.
To reset username and password:
1. Click Help on the login screen.
2. Select one of the following options:
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Forgot Password
a. Enter your username and click Send.
You receive an email with the instructions to reset your password.
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Get Started
b. Click the link in your email and follow the instruction.
c. Enter a new password.
d. Click Submit.
The password is changed and you receive a confirmation email.
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Forgot Username
a. Enter your email address and click Send.
b. Your Username is sent to you in an email.
Log Out
Whenever you are not scheduled to work, you must log out of Agent Console. If you fail to log out, Agent Console
reports your status incorrectly.
To log out of Agent Console:
1. In Agent Console, click Work Offline or On Break.
You must have the Work Offline or On Break status to display the option to Log Out.
2. Click Log Out.
Note: Closing the browser containing Agent Console does not log you out. You must click Log Out
in the control panel in order to log out of Agent Console.
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Understand Your Interface
Understand Your Interface
The Agent Console interface is split into:
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Control Panel: Provides controls to process interactions in your contact center and to manage agent status. For a
quick look at the control panel functionality, refer to the Agent Console Quick Start Guide.
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Display Panel: Provides access to CRM data, profile settings, and message recording settings.
The following table gives a summary of the Agent Console user interface:
Functional Area
Description
1. Control Panel
Use the Agent Console Control Panel to access the controls and status
information, process an interaction, and work with Agent Console
tools. Inside the Control Panel, use the Status tabs to maintain your
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Understand Your Interface
Functional Area
Description
agent status.
Agent Console dynamically adjusts the Control Panel tabs in response
to the interaction type and task you are performing. For example,
phone interactions are processed using the Phone tab.
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Phone tab: allows agents to manage phone interactions. All call
handling functions such as making calls, placing a caller on hold,
conferencing and transferring calls are performed using the
Phone tab.
n
Chat tab: allows agents to manage chat interactions from
customers or from other agents.
n
Email tab: allows agents to accept and respond to emails.
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Status tab: displays agents, and queue information such as the
number of calls waiting, calls in progress, and the status of
logged in agents in your group.
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Notices tab: allows agents and supervisors to post and receive
informational notices.
The Control Panel menu offers the following action items:
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Profile: allows agents to view or edit their Agent Console account
settings.
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My Recording: allows agents to record messages to be played to
customers.
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External CRM: allows agents to initiate an integrated external
CRM session.
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CRM: allows agents to access cases, customers, and tasks from
the local CRM.
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Collaborate: allows agents to remotely connect to a customer
computer with remote desktop control options and Co-browsing
capabilities. This features is available if your account includes the
optional Collaborate feature.
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Co-browsing: If subscribed to Co-browsing feature, agents can
assist customers via a co-browsing session. Agents must enter
the session ID communicated to them by the customer in order to
establish the session. See Co-Browsing for more details.
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Understand Your Interface
Functional Area
Description
n
Help: allows agents to provide access to FAQ questions, links to
our user guides, and 8x8, Inc. Support. You can send your
feedback directly; attach images or debug logs from the Help
menu.
o FAQ: allows agents to access frequently asked questions
and answers for repetitive use.
o User Guide: allows agents to access the product
documentation and tutorial videos, and learn about the
latest features in a separate window.
o Support: allows agents to access our knowledge base,
articles, videos, support telephone numbers, and live chat.
o Send Feedback: allows agents to send product feedback and
suggestions directly to our developers, and attach images or
debug logs from the Help menu. See Send Feedback.
Note: The Collapse Window button at the
bottom of Control Panel hides or shows the
Display Panel. Chrome and Firefox do not
support the Collapse Window functionality
in Agent Console.
2. Display Panel
The Display Panel provides access to CRM data, profile settings, and
message recording settings. The Display Panel opens with three
default tabs and opens additional tabs for each menu action.
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Customers: lists your open case records by customer.
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Cases: lists your open case records.
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Tasks: lists the tasks assigned to you.
Offer Remote Customer Assistance
8x8 Co-browsing is available by subscription only. It allows customer support agents to assist customers remotely via a
shared browser. With Co-browsing, you can empower a website or any browser-based application, and offer live, handson assistance to customers. A customer in need of assistance must initiate the remote session, generate a unique
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Understand Your Interface
session ID, communicate it to an Agent via phone or chat. The Agent then uses the ID to establish a remote session.
Co-browsing session co-exists with a call or a chat for communicating the session ID. Depending on the level of
privileges granted by the administrator, the extent of remote help varies from a basic view-only mode to complete
control of the browser instance.
Features
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Monitor and control the browser instance shared by the customer.
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Access information about customer’s platform.
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Ability to co-fill forms on websites.
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Ability to highlight information: Agents can highlight content on web pages and call out information to customers
during Co-browsing.
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Ability to auto-fit: Agents can automatically scale the browser view to fit customer's view settings. If the customer's
screen is bigger than the agent's, during a Co-browsing session, the agent has to scroll constantly. With the ability
to auto-fit, agents can enable Auto-fit to automatically scale the view to fit agent's view settings or manually
increment/decrement the zoom level to the desired value.
Supported Browsers
Co-browsing is supported on the following browsers:
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Google Chrome
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Firefox
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Safari (Mac only - version 7.0 and above)
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Internet Explorer 9-11
Co-browsing is not supported on IE 11 in compatibility mode.
Limitations
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Co-browsing only works in HTTP secure web pages.
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Adobe Flash components, including videos, and Java applets are not supported.
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Anything that is external to the current page is not supported . This includes the file browser window that is open
when selecting a file to be uploaded.
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WYSIWUG editors (AceEditor, CodeMirrorEditor, CKEditor, tinymceEditor) are not supported.
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Native tool tips are not visible between the two parties.
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Mouse hover texts do not show in the Agent side.
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Web pages with iframes with different domains are not supported.
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Understand Your Interface
n
If the web pages open new browser window and the content has Co-browsing, this new window replaces the
content in the Agent side.
How do I help remote customers?
Co-browsing is a secure connection that offers Virtual Contact Center agents the ability to provide hands-on assistance
to remote customers who use Configuration Manager. The Agent can view the Configuration Manager session opened
by the customer, co-browse, observe the mouse movements, and offer hands-on assistance if needed. The session
respects the browser size set by the customer. Customers can also observe the Agent's mouse movements and
highlighted text.
To help a remote customer via a Co-browsing session:
For a remote session, the customer clicks Co-browsing on the top header bar to generate a new session ID. He then
communicates the session ID with the Agent.
1. Log in to Agent Console as an Agent.
2. Select Co-browsing option from the menu.
This opens a new browser window prompting for the ID.
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Understand Your Interface
3. Enter the ID received from the customer to initiate Co-browsing.
The complete Co-browse session is established and the agent can see the customer's screen.
4. Click Auto-fit on the top header bar to automatically scale the view to fit your available space.
You can manually increment or decrement the zoom level to your desired value.
5. Toggle on highlight on the top header bar.
You can mark specific components in the page. The marks are visible for both agents and customers for a few
minutes or until the agent toggles it off. It also disappears when the customer moves away from the page.
Note: During a Co-browsing session, if the customer is filling a form and entering sensitive information
such as SSN, it is hidden from the Agent by showing **** instead of the real letters and numbers.
Send Feedback
In Agent Console, the Help menu provides access to FAQs, links to our user guides, and 8x8, Inc. Support. You can
send your feedback directly, attach images, or debug logs from the Help menu.
To send feedback:
1. Log in to Agent Console.
2. Go to Menu > Help > Send Feedback.
3. Select an option from the drop-down menu:
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Report a problem
n
Enhancement ideas
4. Write a description and click Attach a file.
5. Choose an image file from your computer directory.
You can also drag and drop the file to the attachment box.
6. Click Submit.
A log file is automatically sent to our developers.
Disclaimer: While we rely on your feedback and suggestions to improve our products, we do not
guarantee a response from our developers. As always, we are committed to serving you better.
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Configure Your Profile
Configure Your Profile
Before configuring your account, the contact center's management team must define a standard configuration for each
type of agent that works in the contact center. The contact center administrator can then use those standard
configuration values to guide the use of the My Profile page in Agent Console to configure a given agent's account.
The information in My Profile is organized under the following areas:
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My Profile: Presents information on agent name, display name, tenant name, tenant label, and product version
and revision.
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Personal: Lets you view or edit email address and phone number, and make verification calls to the specified
number.
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Personalization: Allows you to personalize your Agent Console with notification sound alerts, and specify the
date format, default signature, default email signature, and more.
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Security: Lets you change your password to log in. You can also select a security question and input an answer to
use to reset a forgotten password in the future.
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External Setup: Lets you define your login credentials to access your integrated External CRM.
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Configure Your Profile
n
Assigned Queues: Specifies inbound and outbound phone, chat, email, and voicemail queues to which the agent
is assigned.
Summary of Agent Profile Settings
The following table summarizes profile settings in Agent Console:
Agent Profile
Description
My Profile
Agent's name and ID used to log in to Agent Console are displayed. The following information is
also presented under My Profile:
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Agent Profile
Description
n
Direct Agent Access: If enabled, the agent can be reached directly via Direct Access
Number.
n
Direct Access Number: Presents the extension number that can be used to reach the agent
directly. Agents can communicate this number with their customers.
n
Agent Voicemail: If enabled, the agent is able to receive voicemail via email. The voicemail
is left by the customers who try to reach the agent directly.
n
Default CLId: Displays the default caller ID for the agent's outbound calls.
n
Prompt Timeout: Indicates the duration of an interaction offered to the agent before it goes
back to the queue.
n
Language: Indicates the language of the Agent Console application.
n
Primary Language: Indicates the primary language of the Agent. Agents are assigned with a
primary language and one or more languages of fluency used during multilingual customer
chats. See Handling Multilingual Chats for more details.
n
Secondary Language: Indicates the secondary language of the Agent used during
multilingual customer chats. It is a language of fluency picked by the agent and in addition
to the agent's primary language. See Handle Multilingual Chats for more details.
n
Dial Plan: Represents the system dial plan such as International Numbering Plan (ITU-T
E.164). Dial plans take numbers dialed by users or originated from other Virtual Contact
Center components and apply editing rules to yield a valid number.
n
Cluster id: The cluster ID is used for system diagnostics. Provide this number to your support
technician for system troubleshooting.
Personal
n
Version Package: Displays the Virtual Contact Center version number.
n
Revision: Displays the Virtual Contact Center revision number.
n
First Name: Type the agent's first name.
n
Last Name: Type the agent's last name.
n
Display Name: If enabled, agents can enter a customized display name to present
themselves. Having a display name helps agents save time and effort to introduce
themselves to customers every time they start a new chat. The agent's display name also
appears on the control panel, Profile page, chat window, and CRM case created after a chat
session. The display name can be modified by both the Virtual Contact Center administrator
in the Configuration Manager, or if enabled, by the agents in Agent Console. The changes
immediately appear in both applications.
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Configure Your Profile
Agent Profile
Description
n
Email Address: Type the agent's email address. When the agent uses the CRM case
management page to send an email, the agent can choose this email address as the From
address for the message.
n
Current Country: Select a country from the list, if enabled by the administrator.
n
Workplace Phone: Designated number to process interactions in Agent Console. It can be
the agent's desk phone, cell phone, or any other phone.
n
Workplace SIP URI: 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 is the
username and y is the host (domain or IP).
n
Make Verification Call: Places a test call to the specified phone number for verification. On
answering the verification call, you can set up a voicemail greeting.
Personalization
n
Date Format: Offers a choice of date formats to apply on all email notifications sent to and
from the tenant.
n
Default Signature: Choose the default email signature used when sending email messages
from the agent's account. When the agent uses the CRM case management page to send
an email, the default signature appears as one of the choices in the Signature list.
n
Default From: Choose the default From address used when sending email messages from
this account. When the agent uses the Local CRM to send emails to customers, the default
address is automatically populated or appears as one of the choices in the From list.
n
Interaction Sound: Provides a choice of alert sounds to notify a new interaction. Select an
interaction sound from the list and click Play to hear the notification sound.
n
Chat Message Sound: Provides a choice of alert sounds to notify a new chat interaction.
Select an interaction sound from the list and click Play to hear the notification sound.
n
Show chat message browser notification: If enabled, the agent receives a browser
notification on an incoming chat from customer.
n
Reset preferences to default: Use the reset button to restore preferences to system default.
This option resets your visible columns, tabs, sounds, date format, notifications, and cases.
It also clears favorite settings and Recents, and causes page to reload. See the list of the
preferences that is saved on searver.
n
Email Signature: Type the email signature for this account. When the agent uses the CRM
case management page to send an email, the agent can choose to insert this Signature in
the message.
Security
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Old Password, New Password, Retype Password: By default, the current password is listed
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Configure Your Profile
Agent Profile
Description
for all three fields. If an agent wishes to change the password, they should enter the old
password and new password, and confirm the new password.
Hovering over the symbol indicates the password length defined for Agent Console.
n
Security Question, Security Answer: Selecting a Security Question and answer in the profile
ensures that the person requesting to reset the password is the one assigned with the
agent account.
External Setup
If Agent Console has been configured to interoperate with a third-party CRM, you must enter the
login credentials the agent uses to access the third-party CRM in External Username and
External Password.
Assigned Queues The agent's queue memberships (inbound, outbound, chat, email, and voicemail) are displayed in
Assigned Queues by default. If the Virtual Contact Center administrator enables Allow agent to
change Enable/Disable settings in Assigned Queues for an agent in Configuration Manager, the
agent can use Assigned Queues to disable a queue's ability to offer interactions.
Change Your Workplace Number
Your contact center supervisor has configured your Agent Console account to conform with your contact center's
technical requirements and company policy.
Virtual Contact Center allows you to use a hard phone, a cell phone, or a softphone (see Bria 4, Windows and Bria 4,
Mac user guides) to process contact center interactions. The use of a hard phone requires a phone number, while the
use of a softphone requires a SIP URI. Your administrator specifies this information when setting up your account and
determines if you can change this information in your agent profile. The Workplace Phone, under My Profile, identifies
the phone number you use to process Virtual Contact Center phone interactions. The Workplace SIP URI identifies
your softphone. Based on the configuration of your account, you may be able to edit your phone number and the SIP
URI. Learn more. 1
1Do 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 land line telephone, an IP Phone, or a softphone. If you use a hardware telephone, enter the telephone
number here. This could be your cell phone, home phone, or desk phone offering the flexibility to function as an agent
from virtually anywhere. If you use a softphone, configure the softphone, and enter the SIP Phone URI here.
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Configure Your Profile
To change your Agent Console telephone number:
1. Click Work Offline.
Agent Console makes you unavailable for new interactions.
2. Go to My Profile.
Agent Console displays the profile configuration page.
3. Enter your Workplace Phone or Workplace SIP URI under Personal.
4. Click Make Verification Call to verify if the phone works.
For information about valid telephone numbers, see How to Format Your Telephone Number Entries.
Note: If you do not have the permission to change your phone number or the SIP Phone URI, the two
fields are disabled.
How to Format Your Telephone Number Entries
Based on the dial plan implemented for your tenant, you may need to prefix your phone number:
n
In the United States, the telephone format must be:
<1> <three-digit area code> <seven-digit phone number>
n
Outside the United States, the telephone format must be:
Country Code phone number
n
The telephone entries may contain optional dashes, spaces, or parentheses.
The following telephone numbers are valid entries in the United States:
n
5102592675
n
15102592675
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n
1-510-259-2675
n
1(510)259-2675
Configure Email Options
Your contact center supervisor has configured your Agent Profile to conform with your contact center's technical
requirements and company policy.
To configure Agent Console email options, see Configure Your Profile.
Note: Do not change your Agent Console email settings unless directed to by your supervisor.
Configure Your External CRM
If your contact center is integrated with an external CRM such as Salesforce or NetSuite, you can access your external
CRM account from your Agent Console by saving the login credentials necessary to access the account. Integrating
with an external CRM enables you to expand the capabilities of the Virtual Contact Center CRM, and to incorporate
your existing CRM system data into your tenant's interaction processing workflow.The integration supports phone,
voicemail, chat, and email channels allowing you to access data from external CRM through an integrated Agent
Console.
Virtual Contact Center now provides out-of-the-box integration with:
n
Salesforce
n
NetSuite
n
Zendesk
n
Microsoft Dynamics
To enable your agent account for external CRM Integration:
1. Log in to Agent Console.
2. Go to Profile.
3. Scroll down to the External Setup area. See External CRM Setup Summary table for details.
The External Setup provides three tabs:
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n
Authentication Tab: Allows agents to save CRM login credentials.
n
Screen Properties Tab: Allows agents to define screen pop properties such as opening a new window for
screen pop.
n
Window Properties Tab: Allows agents to define size and position of the Screen Pop window.
Note: The Screen Properties and Window Properties tabs are enabled only if the tenant
administrator grants access privileges.
4. Enter your CRM username and password in the Authentication tab.
Note: Salesforce requires you to add the security token to your password to authenticate access
from an external application. Obtain your security token from the original Salesforce
communication email or your Salesforce administrator.
5. Click the Screen Properties tab to view or change the settings.
Note: The agent's ability to define Screen Pop window properties is available only for Salesforce,
Zendesk and MS Dynamics integration.
6. Click the Window Properties tab to view or redefine the Screen Pop window properties.
Note: The agent's ability to define Screen Pop window properties is available only for Salesforce,
Zendesk and MS Dynamics integration.
7. Click Save.
Your settings help launch your external CRM from Agent Console.
Your supervisor provides you with the information you need to access and work with your contact center's external
CRM product.
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External CRM Setup Summary
The following table summarizes External CRM setup options under the Agent Profile:
Functional Area
Authentication Tab
Screen Properties Tab
Description
n
External Username: Enter the username or login ID to log in to your external CRM.
n
External Password: Enter the password to log in to your external CRM.
n
Open new window for Screen Pop-up
This option allows agents to view interactions via Screen Pop in a standalone pop-up window
instead of opening new tabs within Agent Console.
If an interaction is connected to multiple records, a tab opens listing all matching records.
Note: This tab is enabled only if
You can click on a record to view the record details.
the tenant administrator grants
If the option is disabled, launches the native CRM URL within Agent Console. Along with this
access.
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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Configure Your Profile
Functional Area
Description
Window Properties Tab
Show toolbar:
n
Selecting Yes displays the Internet Explorer toolbar at the top of the standalone pop-up
window.
Note: This tab is enabled only if
n
Selecting No displays the window without the Internet Explorer toolbar.
the tenant administrator grants
access.
Note: Show toolbar is not supported on IE9.
Size and Position:
n
In the text entry areas for width and height, enter the size of the screen pop window in
pixels.
n
In the top and left text entry areas, enter the screen position of the screen pop window's
upper-left corner in pixels.
Personalize Your Agent Console
You can personalize your Agent Console emails and chat by:
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n
Defining a date format for your communications, such as MM/DD/YYYY or DD/MM/YYYY.
n
Creating a simple text-based signature, or a custom signature using HTML tags. If necessary, you can create
multiple signatures but set up one as default for all your emails. You can insert a signature with a single click in your
emails. See Insert Signatures in Description Box for details.
n
Choosing a default From email address from the list, or select the email address for the inbound channel as
default.
n
Choosing an interaction sound for an interaction. The Interaction sound is an audio alert that can be heard when an
interaction is offered to you. Click Play to listen to the sound.
n
Showing a chat message sound or chat message browser notifications when receiving a chat message. Click Play
to listen to the sound.
To personalize your email and chat:
1. Log in to Agent Console.
2. Go to Menu > Profile.
3. Make changes in My Profile > Personalization.
4. Click Save.
Agents can save their preferences on the server and access them from a different computer or browser. Their favorites
and most recent settings will be saved on the server for the next time they log in.
The following user preferences are saved on the server:
Feature
Monitoring window state
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n
Last selected tab (Queue Management, Campaign Management, etc.)
n
Last selected main filter on each tab (Real time, Last 30 Min, etc.)
n
The last selected agent if the active tab is Agent Management
n
The last selected queue if the active tab is Queue Management
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Configure Your Profile
Feature
Details
n
The last timezone selected
Menu > Report > Historical Report
The Do not display this message again checkbox
Chat > Pop-up chat
Chat pop-up size, sort specifiers, and window position
Menu > Help > FAQ
FAQ window size, list of favorite, list of Recents
Customer's tab > Report > Search
Favorites and Recents in Search window
Phone > Options > Dial Pad
The Long tone checkbox
List of recent Virtual Office con-
Maximum 20 contacts
tacts
Call tab
Click to see the list of called numbers from the phone field. The called numbers appear on the
list.
Queues Panel
Agents Panel
One tab or two tabs
n
Last selected tab (All, Favorites or Recents)
n
Favorites queues
n
Recent queues
n
Sort by queue name, longest waiting etc.. (All 3 tabs - All, Favorites and Recents )
n
Last selected tab (All, Favorites or Recents)
n
Favorites agents
n
Recent agents
n
Sort by status, agent name, duration etc. (All 3 tabs - All, Favorites & Recents )
The last selected tab (Queues or Agents Status) is remembered.
Best Practice: If you do not like to keep your changes for the next time, reset your preferences to
default before you log out.
To reset your personalized settings to system default:
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1. Log in to Agent Console
2. Go to My Profile tab.
3. Click Reset Preferences to default.
4. Click Yes to confirm.
This option resets your visible columns, tabs, sounds, date format, notifications, and cases. It also clears favorite
settings and Recents, and causes page to reload. See the Preferences table.
View Your Assigned Queues
Your contact center supervisor has assigned you to one or more queues. You can process interactions from these
queues.
In the My Profile page, the Assigned Queues area lists the queues that are assigned to the agent, grouped by media
such as inbound, outbound, chat, email, or voicemail.
If you have the required Agent Console account permissions, you may block interactions from a queue by opting out of
queue assignments as directed by your contact center supervisor.
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To opt out of a queue assignment:
1. Go to My Profile > Assigned Queues.
2. Select the desired media tab such as Inbound, Chat, or Email.
3. Clear the queue assignment check box in My Profile.
4. Save changes to your profile.
Interactions from this queue are not offered until enabled again.
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Set Your Status
Set Your Status
Virtual Contact Center allows you to change your status by selecting a status button in the Control Panel. When you are
logged in to Agent Console, you may or may not be ready to accept new interactions. Choose a status that fits your
situation:
n
Available: In the Control Panel, click Available to receive new interactions and access all features. In this status
you can use tools while waiting for a new interaction, and Agent Console is permitted to offer you new interactions.
Agent Console automatically changes your status to Busy or In Progress when you:
n
o
Accept an incoming interaction.
o
Place an outbound call through a queue.
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 accept an offered interaction is specified by your contact center
administrator when he or she configured the contact center. When you are Busy or In Progress, Agent Console
enables you to access all Agent Console tools.
Note: The Configuration Manager administrator can allow agents to handle up to six chats with
customers or an unlimited number of chats with other agents of the same tenant and at the same
time.
n
Post-Processing: When you complete an interaction, Agent Console automatically changes your status to PostProcessing. When your status is Post Processing, you are unavailable to receive new interactions. Use the Post
Processing interval to perform any tasks required to finalize the interaction. The amount of time you are allotted to
perform Post Processing is specified by your contact center administrator when they configure the contact center.
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Set Your Status
Note: If you do not route an outbound call through a queue, your status remains unaffected. If your
status is Available while placing an outbound call, you are open for incoming interactions.
n
Working Offline: In the Control Panel, click Work Offline to prevent Agent Console from offering you new
interactions, but you can retain the ability to access all features. Change your status to Working Offline, if 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, Agent Console is not permitted to offer you a new interaction.
n
Take Break: In the Control Panel, click Take Break to become unavailable to receive new interactions, and
disable access to all features.
n
Log Out: When you choose this status, you are logged out of Agent Console and do not receive any interactions.
The following table gives a summary of Agent Console tools and options available for each type of agent status:
Agent
status
Available
Receive
Description
Where to access?
new
Available statuses
interactions
The agent is available to receive new
Click Available in the Control
interactions.
Panel.
Busy,
The agent is busy handling a queued
Automatically changes as soon as
In Pro-
interaction.
the agent accepts a queued inter-
able during the Busy
action.
status until the agent fin-
gress
Yes
No
n
Work Offline
n
Take Break
No other status is avail-
ishes the transaction.
Post Pro-
The agent has ended an interaction and Automatically changes to Post Pro-
cessing
is preparing to wrap up.
No
No other status is avail-
cessing as soon as the agent ends
able until the Post Pro-
the interaction.
cessing time is out. The
time is determined by your
contact center administrator.
Working
The agent is not available to receive
Click Work Offline button in the
Offline
new interactions, but all the features
Control Panel.
No
are enabled and accessible.
Busy (Stop The agent has accepted a chat and
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Click Stop new offered during
No
n
Available
n
Take Break
n
Log Out
No other status is avail-
37
Set Your Status
Agent
status
New)
On Break
Receive
Description
Where to access?
new
Available statuses
interactions
chooses to stop new interactions to
Busy status. This button is only vis-
able during the Busy
wrap up the chat session that is already ible when the agent is handling a
status until the agent fin-
in progress. This status blocks all
chat interaction. To receive more
ishes the transaction.
queued interactions to this agent.
chats, click Resume.
The agent is not available to receive
Click Take Break in the Control
new interactions. Access to all features
Panel. You are automatically
is disabled.
placed on break when you reject a
queued interaction.
No
n
Available
n
Work Offline
n
Log Out
Note: The
Control Panel
becomes
unavailable
when the agent
changes the
status to On
Break.
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Check Queue and Agent Status
Check Queue and Agent Status
The Status tab in the Control Panel provides real-time information about queues and agents. It shows the number of
interactions waiting to be served in a queue, the longest waiting interaction in a queue, the number of eligible agents in
busy state, and the status of agents. Supervisors can check the status of queues and agents they supervise, and
communicate with agents instantly via chat or call.
The Status tab organizes the status of queues and agents in separate tabs:
n
Queues Status: View the status of queues you are a member of.
n
Agents Status: View the status of other agents belonging to your group.
Ability to Search
Search and retrieve status about a specific queue or an agent instantly. The search is not case-sensitive.
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Ability to Filter Queues and Agents
Filter queue status information by queue relationship, member status, and media type.
Filter queues by:
n
Queue Relationship: Supervised by you, or queues you are a member of.
If you are a member you can filter by status:
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Enable: You are a member of, and enabled to serve.
o
Disable: You are a member of, but disabled from serving.
40
Check Queue and Agent Status
n
Media: media type such as: Inbound Phone, Outbound Phone, Chat, Email, and Voicemail queues.
Note: If you are disabled from serving a queue, you can still view the status of that queue, but the
queue appears gray in the directory.
Filter agents by:
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n
Status: you can select one or more statuses such as Available, Busy, Post Processing, Logged Out, etc.
n
Group Name: You can select one or more groups that an agent is affiliated with.
Note: The status shown in the Directory tab in Agent Console is retrieved from Virtual Office and not
from Agent Console.
Defining Favorites
Bookmark agents you contact often and queues used often, and track their status every time you log in with just a click
on the Favorites tab.
For example, you are one of five managers in the AcmeJets Support agent group. You manage seven team members
out of the 50 members belonging to the group. You can mark these seven team members as your favorites and monitor
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their status with just a click, rather than sifting through the status of the whole team.
Tracking Recents
Using the Recents tab:
n
Track those agents with who you initiated a call or a chat session in the past. The Recents tab lists those agents
and displays their status. Your search results are stored locally.
Note: The Recents tab does not include participation in a chat or a call.
n
Track the status of queues you transferred the calls to in the past.
Click to Chat or Call an Agent From the Status Tab
With just a single click, you can call or chat with an agent from the Status tab. In the Status tab for agents, right-click an
agent in the panel for a context-sensitive pop-up menu with options to:
n
Start a Chat: Initiate a chat with the agent.
n
Make a Call: Place a call to the agent.
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n
Monitor: Monitor agent activity (Supervisor-Only Privilege).
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Work with Codes
Work with Codes
Your contact center administrator may set up different types of code lists serving a unique purpose. The codes are
presented during an interaction if you are assigned to them. You may have to select one or more custom codes as your
status changes or as you process interactions.
Such code lists include:
n
Status Codes: Indicate the reason for your status change, such as choose attending a meeting as the reason you
work offline.
n
Outbound Phone Codes: Track the purpose of a call, or indicate the calling line ID of your outbound calls.
n
Transaction Codes: Indicate the purpose of interactions, and record the outcome of each interaction.
Your supervisor provides you with a list of your company's custom codes and explains when to choose a particular code.
Select Status Codes
If your Virtual Contact Center includes the optional agent status codes feature, your contact center administrator has
created status codes that identify reasons for a status change. When you select a status change button, the codes show
up prompting you to select one.
For example, if you choose to change your status by clicking Working Offline, Agent Console displays a list of reasons
for working offline. Depending on your contact center's code definitions, the reasons may be: attend meeting, attend
training, or finishing case work. You must choose a Status Code before you can complete the status-change operation.
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The procedure in this section assumes your Agent Console includes the optional Status Codes feature.
To choose a status code:
1. In the Control Panel, click a Status button such as Work Offline.
For general statuses, see Set Your Status.
Agent Console displays a list of status codes for the selected status.
2. Select a code from the list. Your status changes to the desired state.
Agent Console applies the status. The status and associated status code appear in the contact center's historical
reports.
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Select Outbound Phone Codes
Outbound Phone Codes are used for tracking the purpose of a call, or for setting a custom Calling Line ID before dialing
out. For example, if your Contact Center provides services to multiple companies on the same tenant but on different
channels, you must ensure the correct caller ID is applied to each company so that the customers have the best callback
experience. Your contact center administrator may define outbound phone codes to assign caller ID to outbound calls
from your tenant. If you are assigned to an outbound phone code list, you are presented with the list when you dial out.
You have to select a code to apply the right calling line ID.
Note: Assigning calling line ID is not supported by all telecommunication carriers.
Using the Outbound Codes functionality, an agent assigns a calling line ID to an outbound phone call from the
predefined list before initiating the call.
Virtual Contact Center allows you to assign tenant channel numbers, special request numbers, or anonymous calling
line ID to outbound calls by selecting an appropriate code.
To select Outbound Phone Codes:
1. In the Phone tab, enter a telephone number, and click Dial.
The outbound phone codes are presented.
2. Select a code from the list, and click Dial.
The calling line ID associated with the code applies to the call and the call dials out.
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Use Keyboard Shortcuts
In a contact center environment, the time taken by agents to process calls is critically important. During a call, agents
may be required to browse multiple code lists and select the desired code(s) for each call. This process is time
consuming. The keyboard shortcuts for codes minimize the time spent selecting the codes by reducing the number of
clicks in the call flow. This feature is useful when the agent knows the code selection and does not have to go through
the lists to make choices.
The keyboard shortcut for Outbound Phone Codes is F2 d nn (sequentially, where d is outbound phone code, and nn is
code number). Within each code list, each code is numbered from 01 onwards. To select a second code in the list, press
F2 d 02.
Note: The keyboard shortcut works with one set of Outbound Phone Codes only. It does not support
more than one set of codes.
To select an Outbound Phone Code using a keyboard shortcut:
1. In the Phone tab, enter a telephone number, and click Dial.
2. Type F2 d to bring up the Outbound Phone Code list, and then type the desired code number or select the desired
code.
OR
Type F2 d nn to select the desired outbound phone code from the code list, where nn is the code number.
The desired code is selected and the call dials out.
Note: While selecting a code using the shortcut, always choose lowercase d or t. Enter the number as
01, not 1.
The following table gives examples of acceptable and unacceptable keyboard shortcut keys:
Outbound Phone Codes Keyboard Shortcut Acceptable Format
F2 d 01
Yes
F2 D 01
No
F2 d 1
No
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Select Transaction Codes
Transaction codes are mainly used to state the purpose of interactions, and to indicate the outcome of inbound and
outbound interactions.
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, Faulty Number,
and more. 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.
If your Virtual Contact Center includes the optional transaction codes feature, your contact center administrator creates
transactions codes that identify call disposition.
Optional vs. Required
Codes can be configured to be optional or required. If your contact center administrator configures a code list as
mandatory, as you process interactions, you are required to select transaction codes. You can end processing a call only
after selecting the desired codes.
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If your administrator configures a code list as optional, as you process interactions, you have the flexibility to skip codes
selection.
To select transaction codes during a call:
1. During an active call, go to Options > Transaction Codes.
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Note: The Options button or the Transaction Codes button indicates when the code list is
mandatory.
The code list assigned to the queue or the agent group appears.
2. Select the desired code(s) and click Continue. The code is assigned to the call.
Note: If you end the call without selecting a mandatory code, the call stagnates in the post
processing mode. Clicking End Post Processing brings up the code list, forcing a selection.
Agent Console applies the code and allows you to begin processing the new interaction. The transaction code gets
logged in the contact center's historical reports.
Use Keyboard Shortcuts
In a contact center environment, the time taken by agents to process calls is critically important. During a call, agents
may be required to browse multiple code lists and select the desired code(s) for each call. This process is time
consuming. The keyboard shortcuts for codes minimize the time spent selecting the codes by reducing the number of
clicks in the call flow. This feature is useful when the agent knows the code selection and does not have to go through
the lists to make choices.
The keyboard shortcut for Transaction Codes is F2 t nn (sequentially, where t is the transaction code, and nn is the
code number). Within each code list, each code is numbered from 01 onwards. To select a second code in the list, press
F2 t 02.
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Note: The keyboard shortcut works with one set of transaction codes only. It does not support more
than one set of codes.
To select a transaction code using a keyboard shortcut:
n
During an interaction, type F2 and then t, sequentially, to bring up the Transaction Code list, and then select the
desired code.
OR
n
Type F2 t nn to select a desired transaction code where nn stands for the transaction code number in the list. The
code is automatically saved.
Note: While selecting a code using the shortcut, always choose lowercase d or t. Enter the number as
01, not 1.
The following table gives examples of acceptable and unacceptable keyboard shortcut keys:
Transaction Codes Keyboard Shortcut Acceptable Format
F2 t 01
Yes
F2 T 01
No
F2 t 1
No
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Record Your Messages
Record Your Messages
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 voicemail, you can choose to play your pre-recorded message, such as a campaign
message, and hang up. The application plays the message and terminates the call. If you have direct agent access, you
can record a personal voicemail greeting to be played to callers.
Note: To record a message from your phone, your phone must be entered in your profile.
To record a message:
1. From the Control Panel, select Menu > My Recording. Agent Console displays the Voice Pre-Recordings
panel.
2. Click New Recording.
3. Enter the following information:
n
Name: to identify the voice message in the Name entry area.
n
Description: to state the purpose of the message in the Description entry area.
n
Text: to write the script of the message.
4. Select Enabled to play this message during a call.
5. Click Record a Message.
A dialog box appears indicating the following steps to record a voice message:
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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.
d. Hang up the phone and click Close to close the pop-up dialog box.
6. Click Save.
A list of voice recordings appears.
Note: You can play your message and record it again by clicking Re-record a Message in the edit
mode.
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Overview of Processing Interactions
Overview of Processing Interactions
All interactions flowing into the Virtual Contact Center are channeled through queues. The queues in turn direct them to
agents based on the skill level and availability. An agent has to be a member of a queue to receive any interaction from
the queue.
Your contact center supervisor assigns you to one or more queues supported by Virtual Contact Center:
n
Phone
n
Voicemail
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. You can use your Agent Console to process the interactions. The Control Panel in Agent
Console features a separate interaction tab for each media type. The Status tab provides real-time status on agents
and queues.
Notification Alerts
In Agent Console, agents can receive sound and web notification alerts for incoming interactions and avoid missing
interactions when the application is not in focus.
n
Sound notification alert: An audio alert for incoming interactions. You hear this audio alert when an interaction is
offered to you. You can play to check the notification sound. See Personalize Your Agent Console for details.
n
Web notification alert: While in the Available state, if you have moved away from the application temporarily, the
web notification alerts you of incoming interactions. Click a notification to bring Agent Console back in focus to
handle the interaction.
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Web Notification Alert
In order to receive web notification alerts for incoming interactions, your browser must be either:
n
Google Chrome 22+
n
Mozilla Firefox 22+
Limitations
n
Internet Explorer does not support web notifications.
n
Firefox closes web notifications automatically after a few moments. This is a browser limitation.
How it Works?
1. The first time an agent receives a new interaction, they are prompted to allow or block interaction notifications
from the application domain. This prompt may vary from browser to browser and is required to avoid notification
spam.
Notes:
- If an agent disables the display of notifications but later changes their mind, they must manually
re-enable it in the browser preferences, as the prompt is presented only once.
- Prior to Chrome version 37, the prompt is triggered by user actions such as mouse or keyboard
events.
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2. If the agent accepts to be notified by the application, a notification pops up whenever a new chat, email, phone or
voicemail interaction comes in. The behavior and appearance of notification depends on the browser and
operating system from which they are triggered.
Note: Chrome shows up to three notifications at a time; older notifications must be dismissed to
give place for newer ones. All notifications can be read by clicking the Chrome notification icon in
the system tray (Windows) or menu bar (Mac). The behavior varies depending on the browser and
OS combination.
3. Each notification displays the interaction type in its title, and the customer name (if any) in its body. The agent can
then click the notification to bring Agent Console back in focus. This behavior may vary depending on the browser
and OS used.
Note: Clicking the notification does not accept or reject the interaction. The agent must handle the
interaction manually.
Manage Multiple Tasks
The multi-tabbed interface in Agent Console gives the flexibility to manage multiple tasks. For example, If you are
making some changes to your profile and do not want to block any interactions, you can keep your status as Available.
Accepting a new interaction triggers a screen pop in a separate tab without interrupting the changes to your profile.
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Process 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. See Set Your Status for
available agent statuses.
The Agent Console phone controls allow you to:
n
Accept inbound phone interactions.
n
Record phone interactions (if settings permit).
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.
To learn about opting in or out of queue assignments, refer to View Your Assigned Queues.
Inbound Phone Call Flow
Calls flowing into Virtual Contact Center stay in a queue until an agent is available. When an agent changes their status
to Available, the longest waiting call in the queue is offered to the agent. Virtual Contact Center searches the Local
CRM database for existing records based on caller ID, account number, case number, or any arbitrary data passed
during the interaction. Searching based on arbitrary data requires customization of the CRM workflow and external IVR
(eIVR).
If the caller is an existing customer, the relevant customer or case record is presented to the agent through screen pop.
Screen pop of matching data occurs either before or after an agent accepts an interaction, based on the screen pop
settings configured by contact center administrator. The agent processes the call and selects transaction codes to
indicate the call disposition. Selecting transaction codes may be optional or mandatory based on the settings. On
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ending the call, the agent gets post-processing time for a final wrap-up before the call terminates. If codes are
mandatory, the call stays in post-processing mode until codes are selected.
At the termination of the call, Virtual Contact Center may create an auto call log. If the administrator has configured an
auto log, one of the following auto log events occurs:
n
Screen pop auto log in view mode
n
Screen pop auto log in edit mode
n
No screen pop
Note: Interaction auto logs require administrator configuration.
The sequence of events in an inbound call flow may be represented as follows:
Overview of Phone Controls
The Phone tab in the Control Panel provides all controls required to process both incoming and outgoing phone
interactions. The availability of the controls dynamically adjusts to the configured privileges and the processing state of
an interaction. For example, when an agent accepts an incoming call, controls such as Hold, Mute, and End Call get
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enabled. If an agent has the privileges to control call recording, then controls to stop and resume call recording are
enabled during an active call.
The following table summarizes the various phone controls, and their purpose and availability:
Phone Control Button
Purpose
Dial/Talking
Enter a destination phone number in the number field, and click Dial to initiate an outbound call.
Talking button appears during an active call instead of Dial button.
Mute
Mutes self during an active call.
Hold
Places an active call on hold.
End Call
Ends an active call after selecting mandatory transaction codes, if any.
Transfer Lines
Transfers calls from one phone line to another.
Join Lines
Joins calls on the two telephone lines to set up a conference.
Stop recording/Resume recording Stops recording an active call. (Availability is subject to privileges)
Resumes recording. (Availability is subject to privileges)
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Note: Always use the Agent Console phone controls to select phone lines or perform functions such as
Mute or Hold, but not the controls on your agent telephone.
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, Agent Console automatically places the line you are
switching from on hold.
Accept Phone Interactions
As an agent, you are ready to process new phone interactions when you change your status to Available. If you are
assigned to a phone queue, you are offered the interactions waiting to be served in that queue. For an overview of an
inbound call flow, refer to Inbound Phone Call Flow.
To accept an inbound phone interaction:
1. In the Control Panel, change your status to Available.
Agent Console offers new phone interactions only to available agents assigned to an enabled phone queue.
2. When your agent telephone rings, answer the call.
Your status changes to Busy.
If the Local CRM uses the caller's phone number to identify an existing customer, the Display Panel pops the
customer's CRM record.
Note: Your contact center administrator determines the event that triggers a screen pop. Based on
the configuration, screen pop may occur before or after accepting or completing an interaction.
Note: If the screen pop fails to open, clean up your browser cache and cookies and log back in.
3. Process the call.
4. If required, select the Transaction Code before ending the call.
5. Click End Call in the Control Panel to initiate the post processing countdown timer. Your status changes to Post
Processing.
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If the post processing countdown interval reaches zero, Agent Console automatically sets your status to
Available.
6. Click End Post Processing to make your status Available, or click Work Offline if you need more time to
complete any post processing tasks.
Note: If your contact center administrator has set up codes to state the purpose of an interaction or
record the outcome of an interaction, you have to select appropriate codes to indicate the call
outcome. For more information, see Select Transaction Codes.
Record Phone Interactions
Agents can record their phone interactions with customers for different purposes, such as quality assurance. 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 recording feature. Your supervisor provides you with specific examples that
you can use this feature. You may utilize recording feature per your supervisor's instructions, and if your contact center
has enabled you to record phone interactions.
Depending on your call recording permission, you may see:
n
Start Call Recording: If you have the permission to start call recording, when a call connects, the Control Panel
shows the recording button
. You can click the button to start recording the call at any time. The recording
button is highlighted while a recording is in progress.
n
Start and Pause Call Recording: When a call connects, the Control Panel shows the Recording button and a
Pause button
n
. Click the Recording button to start recording, and click Pause to pause the recording.
No Recording Controls: If you do not have recording permissions, the Control Panel does not show any
recording control buttons during a call.
Play Your Recorded Messages
Agent Console allows you to play your messages during an inbound or outbound call. When you place an outbound call
and reach voicemail, you can choose to play your pre-recorded message, such as a campaign 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 or greetings if you have direct agent access. See Record Your Messages for details.
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To play a recorded message during a phone interaction:
1. In the Agent Console's Control Panel, go to Phone tab.
2. When a call connects, click Options > Play My Recording.
Your list of pre-recorded messages is displayed.
3. Select the recording you wish to play and click Play.
The caller hears your recorded message.
Add Notes During an Interaction
You can add notes regarding an interaction during an inbound/outbound phone call, or during a chat conversation. It
enables smooth transition of an interaction from one agent to another. For example, if you have left a voicemail to a
customer, you can leave a note to the next agent about the voicemail who handles the next interaction with the same
customer in the future. The notes panel can be accessed via the Options menu in the Control Panel.
In Salesforce CRM, the notes are 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 the Enhanced integration of Multichannel Connect for Salesforce.
To access notes panel during a phone or chat interaction:
1. During an active call or chat interaction, click Options under the Phone tab.
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2. Click Transaction Codes.
The Notes panel shows below the transaction codes.
3. Enter the notes in the panel, and click Save.
The saved notes appear in the Detailed Accepted Transaction Report.
Transfer Phone Interactions
An Agent can transfer a call to another agent upon customer's request or knowing that the other agent may have more
knowledge answering the customer's question. A Virtual Contact Center agent has access to two telephone lines from
Agent Console Phone tab, which allows transferring the calls. Before transferring a call, you can check the status of
other agents, consult an available agent, or transfer blindly without consulting.
Virtual Contact Center allows agents to transfer an active call to another agent, a queue, or an external phone number:
n
Transfer phone interactions to another agent
n
Transfer phone interactions to another phone queue
n
Transfer phone interactions to an external phone number
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Transfer Phone Interactions to Another Agent
Virtual Contact Center allows agents to transfer an active call to another agent or queue. Before transferring a call, you
can check the status of other agents, consult an available agent, or transfer the call blindly without consulting.
To transfer an active phone interaction to another agent:
1. Notify the current caller about the transfer.
2. While in an active call on line 1, click line 2 in the Phone tab.
Agent Console automatically places the phone interaction on line 1 on hold.
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3. Click the Agents tab to see a list of agents currently logged in to Agent Console, with their current status.
You can consult an available agent before transferring the call, or transfer blindly. You can consult the agent by
phone or chat.
4. To consult the second agent before transferring the interaction:
a. Make sure you have switched to line 2.
b. Select an agent from the list, and click to bring up the context menu.
c. Initiate a call or a chat with the agent by choosing Make a call or Start a chat.
After the agent answers the call, the button to Transfer Lines is enabled.
d. Inform the agent you are transferring a phone interaction to them, then click Transfer Lines to complete the
transfer.
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, select an agent, then click Blind Transfer.
Agent Console sends the phone interaction to the selected agent, then changes your status to Post Processing.
Note: If the second agent does not answer the phone, and the agent does not have Virtual Contact
Center voicemail, then the call is dropped after the timeout period.
6. Click End Post Processing to make your status Available, or click Work Offline if you need more time to
complete any post processing tasks. For information about your contact center's timeout interval, contact your
contact center administrator.
Transfer Phone Interactions to Another Phone Queue
Virtual Contact Center allows agents to transfer an active call to another phone queue. Before transferring an active call
to another queue, the agent handling the call should check the status of the destination queue and then transfer.
To transfer an active phone interaction to a different queue:
1. Announce to the current caller that you are going to transfer them to another department.
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2. Open the Phone tab, then click the Queues tab.
Agent Console does not place the phone interaction on line 1 on hold.
3. Choose a queue, and click Transfer.
Note: Agents may experience some delay in accessing the entire list of queues whether or not they
are part of them. An exclamation symbol next to the Transfer button indicates the partial loading of
the queues. Depending on the number of queues and their sizes, it may take some time for the
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entire list to load.
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Agent Console transfers the phone interaction to the selected queue, then changes your status to Post
Processing. The transferred call stays in the queue until answered by an available agent in the queue.
Note: If you wish to transfer to an unattended queue, you receive a warning about the nonavailability of agents, or you may be blocked from transferring. You can disable the warning
message by selecting Do not show this message again only if your Virtual Contact Center
administrator has given you the right permission. Disabling the warning message prevents you
from receiving this message again. Click Continue to transfer the interaction.
4. Click End Post Processing to change your status to Available, or click Work Offline if you need more time to
complete any post processing tasks.
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Transfer Phone Interactions to an External Phone Number
Virtual Contact Center allows agents to transfer an active phone call to an external phone 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. While in an active call on line 1, click line 2 in the Phone tab.
Agent Console automatically places the phone interaction on line 1 on hold.
3. Type a telephone number then click Dial.
n
In the United States, type 1 before the area code.
n
If Agent Console prompts you to choose a Transaction Code, choose a code from the list, and click Save.
See Select Transaction Codes for more information. Ringing appears instead of Dial, indicating that Agent
Console has dialed the number.
4. After the second party has answered the phone, tell the second party you are transferring a phone interaction to
them, then click Transfer Lines to complete the transfer.
Agent Console changes your status to Post Processing.
5. To transfer the call before the second party answers the phone, click Transfer Lines.
Agent Console forwards the call, then changes your status to Post Processing.
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Note: If the second party does not answer the call, and the second party does not have a voice
mailbox, the call eventually times out and is dropped.
6. Click End Post Processing to change your status to Available, or click Work Offline if you need more time to
complete any post-processing tasks. For information about your contact center's timeout interval, contact your
contact center administrator.
Overview of Conference Calls
An Agent can bring another agent or an external party into a conference call. For example, an agent may want to
consult the case with another agent who is an expert while the customer is present on the phone. You can create a
conference at any time between an active call and another agent, or an external party by pressing Join Lines soft key.
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, Agent Console automatically connects the new participant to
line 1. Line 2 becomes available to connect additional conference participants.
Agent Consoleallows you to set up multi-party conference calls. During a conference call, you can:
n
Add Agents to a Conference Call
n
Add External Parties to a Conference Call
Add Agents to a Conference Call
Perform the following procedure to add another agent who is logged in to Agent Console to a conference call. The
agent's status must be either Available or Working Offline.
To add an agent to a conference call:
1. Announce to the current caller that you are going to add them to a multi-party conference call.
2. Open the Phone tab, and click line 2.
Agent Console automatically places line 1 on hold.
3. Click the Agents tab to view a list of agents currently logged in to Agent Console, whose status is either Available
(shown as Waiting in the list) or Working Offline.
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4. In the list of agents, select an agent, then click Make a call.
Agent Console submits a new phone interaction to the selected agent. After the phone has been answered, the
sound of a human or recorded voice enables the Join Lines feature.
5. If you receive the agent's voicemail, click End Call to disconnect the call and return to line 1.
6. If the agent answers, tell the agent that you are adding them to a conference, then click Join Lines.
Agent Console connects the agent and you to any conference participants already on line 1.
7. Click End Call to disconnect from the conference.
Agent Console leaves the other parties connected to the conference call.
Add External Parties to a Conference Call
Perform the following procedure to add an external party to a conference call.
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.
2. Open the Phone tab, and click line 2.
Agent Console automatically places line 1 on hold.
3. In the number text entry area, type a telephone number, and then click Dial.
n
In the United States, type 1 before the area code.
n
If 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 Select Transaction Codes.
Agent Console dials the number. After the phone has been answered, the sound of a human or recorded voice
enables the Join Lines feature.
4. If you receive the agent's voicemail, click End Call to disconnect the call and return to line 1.
5. If a person answered the phone, tell them that you are adding them to a conference call, and then click Join
Lines.
Agent Console connects both the new participant and you to any callers already on line 1.
6. Click End Call to disconnect from the conference.
Agent Console leaves the other parties connected to the conference call.
Make Outbound Phone Calls
Agent Console allows you to make outbound phone calls to:
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n
Agents
n
External phone numbers
Agent Console uses a two-step process to dial an outbound call:
1. Enter or click a number to call. Agent Console dials your agent telephone number first.
2. Answer your agent telephone. Agent Console dials the external phone number.
Contact your supervisor for your contact center's policies for using Agent Console to place outbound calls.
Call Agents
You can call another agent by entering their full phone number in the Phone tab, or by selecting the menu option in the
Agent Status tab.
Note: You need to be part of the same functional group to be able to see and call another agent.
However, supervisors can see and call the agents of other groups.
Note: Agent-to-agent dialing requires the right settings in Dial Plans.
To call another agent using the Phone tab
1. Open the Phone tab.
2. Enter the agent's full telephone number in the entry box.
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3. Click Dial.
The call is established.
See Transfer Phone Interactions to Another Agent if you like to transfer the call.
To call another agent using the Agent Status tab
1. In the Control Panel, go to the Status > Agent Status tab from the Two Tabs view.
Note: The view in the Status tab changes depending on whether you choose to view in One Tab or
Two Tabs.
2. Find the agent in the list, and left-click.
A menu appears.
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Note: The list of agents can also be accessed from Phone and Chat tabs. Go to Phone > Agents
or Chat > Agents to see them.
3. Select Make a call from the menu options.
A call is established to that agent.
See Transfer Phone Interactions to Another Agent if you like to transfer the call.
Call External Phone Numbers
You can place outbound to an external phone number using one of the following ways:
n
Control Panel: Ability to dial outbound calls from the Agent Console Control Panel by simply entering the phone
number under the Phone tab and clicking Dial.
Agent Console dials your agent telephone number first. Answer your agent telephone, and Agent Console dials the
external phone number.
n
Click-to-Dial: Ability to click and dial phone numbers from local or external CRM records.
The Click-to-dial option is available out-of-the-box in local CRM. For external CRMs, however, some configuration
is necessary.
n
Web Callback: A system-generated outbound call placed in response to a customer request. If a callback is
scheduled to a campaign customer, a reminder pops up at the scheduled time to the same agent who scheduled
the callback. The agent then has to manually place a call.
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Dial 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 conveyed incorrectly due to digit audio leakage during transmission among diverse
networks. Keyboard dialing provides an alternative mechanism to counteract this issue. It offers an alternate long tone
method through a Virtual Contact Center Dial Pad interface to convey digit tones from 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, and 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, and long tone.
n
Preserves the digit tone setting per agent, per browser, and per workstation. If an agent logs out and logs back in to
the same workstation, previous digit tone settings are maintained until the next manual change.
n
Shares between two busy lines in a two-line call. The dial pad stays open when agent switches between two busy
phone lines.
n
Generates digit tones for the active line only, in the event of an agent handling two busy lines.
n
Allows navigating voicemail IVR to access voicemail.
Limitations
Keyboard dialing has the following limitations:
n
Not readily available when call is muted.
n
Not supported for Virtual Contact Center CTI Connect for Salesforce.
n
Not supported for recording personal greetings during verification calls.
Access Dial Pad
During an active call session, you can use the keyboard or the Dial Pad for digit tone dialing. The 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.
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To dial digit tones using keyboard:
1. Place the cursor focus in the 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-down menu.
OR
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press CTRL+ X to bring up the Dial Pad.
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4. Select the long tone check box (clear the check box to switch back to short tone).
5. Input the digits or characters using the keyboard or the Dial Pad.
Process Outbound Campaign Calls
The Virtual Contact Center 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 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, and 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.
A campaign call is offered.
The Phone tab blinks red. The Display Panel presents the complete contact record for preview, while the Control
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Panel indicates an outbound call.
2. After a quick preview of the contact record, you can decide to initiate, reject, or skip the call.
Note: If you do not accept the call within the timeout period, your status changes to On Break
automatically.
n
To initiate the call, click Start. Your phone rings.
a. Answer your phone. The 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.
c. Click Options to see 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.
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To reject the call, click Reject. Your status automatically changes to Work Offline. The call is routed back to
the queue for the next available agent.
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To skip the call, click Skip. The call skips, and the next call in the queue is offered.
The skipped record is marked as completed.
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Reschedule Campaign Calls
If a campaign call fails to reach the called party, you can set up retrial calls or schedule a callback automatically by
selecting appropriate transaction codes that map to the following disposition actions:
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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 within 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 maps to the Try Again disposition action, triggering retrial attempts
for the call.
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Schedule Call back: allows scheduling a callback to a campaign customer, and pops up a reminder at the
scheduled time to the same agent. The agent must 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 callback based on the customer’s convenience.
If you select a transaction code that triggers Schedule Call back, you are prompted to schedule a time for the
callback using the calendar. Specify a date and time to call back, and 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
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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.
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 the Do not call disposition action.
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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.
Manage Your Status During Outbound Calls
During outbound calls, your status changes to Busy, or preserves your current status. You can route the call through a
queue by selecting an outbound phone code, provided that your contact center administrator has set it up. Your status
changes to Busy. If you do not route the call through an outbound queue, your current status is preserved. For example,
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if your status is Available while making an outbound call, and you do not route the call through a queue, Agent Console
leaves your status as Available, offering new incoming phone interactions.
Change Your Status to Busy
Changing your status to Busy during an outbound call requires you to route the call through a queue. This is enabled
through outbound phone codes, where each code is associated with an outbound queue. You must be a member of the
outbound phone queue, as well as be assigned to the code list.
To change your status to busy during an outbound call:
1. In the Phone tab, enter a phone number, and click Dial.
You are prompted to select an Outbound Phone Code.
2. Select a code from the list, and click Dial.
The call dials out and routes through the specified queue, changing your status to Busy. It dials your phone first
and then the destination number.
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Retain Your Current Status
If you do not route an outbound call through a queue, your current status is retained and you are offered new incoming
interactions if you are Available. This is not desirable when you are on another call. To work around the situation, you
can follow the steps below:
If you are on an outbound call, and Agent Console offers you a new interaction, you have two options:
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Click Accept Call to have 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.
n
Click Reject Call to have 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, Agent Console
returns the new interaction to the phone queue, and changes your status to Working Offline.
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Process Voicemail Interactions
For agents assigned to voicemail queues, Agent Console Phone tab enables you to process voicemail interactions as a
subset of phone interactions.
Unlike phone interactions, voicemail interactions cannot be transferred or forwarded. The information in this section
describes the default voicemail options.
For information about Agent Console phone tools, see Overview of Phone Controls.
Accept Voicemail Interactions
Perform the following actions to accept a new a voicemail interaction. The following procedure assumes that you are
assigned to an enabled voicemail queue, and that your status is Available.
To accept a voicemail interaction:
1. In the Control Panel, click Available.
Agent Console offers a voicemail interaction only to an agent assigned to an enabled voicemail queue, and whose
agent status is Available.
2. When your agent telephone rings, Agent Console flashes the Phone tab and displays Voicemail Offered. Answer
your agent phone to accept the interaction.
Then, Agent Console:
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Plays a recorded message that notifies you the new interaction is a voicemail interaction.
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Tells you to press 1 to send a copy of the voicemail message to your email address as a WAV file attachment.
Note: The only way you can save a voicemail message is to send a copy of the message to
your email address. When you disconnect your agent telephone from the voicemail interaction,
Agent Console permanently deletes the voicemail message.
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Begins playing the voicemail message.
Agent Console repeats the voicemail message until you hang up the phone or press End Call.
3. After listening to the voicemail message, hang up your agent telephone, or in the Phone tab of the Control Panel,
click End Call.
Agent Console permanently deletes the voicemail message. If you did not press 1 to send a copy of the voicemail
message to your email address, the message is permanently lost.
4. Click End Post Processing to change your status to Available, or click Work Offline if you need more time to
complete any post processing tasks.
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Process Chat Interactions
Agent Console chat controls allow you to:
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Process chat interactions.
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Handle multiple chats.
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Handle multilingual chats.
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Transfer customer chats to a different queue.
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Insert FAQ responses into chat interactions.
Overview of Chat Interactions
In 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, case ID, or other numerical information before beginning the
chat interaction. When you accept the new chat session, Agent Console uses the information to automatically access
customer or case records in the Local CRM.
If the customer has not supplied any identifying information before beginning the chat, you can ask the customer via
chat window the information you need to create a new customer or case record.
Note: As an agent you can process up to six concurrent chats from customers, and an unlimited number
of chats with agents.
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Co-Browsing Support for Chat
Virtual Contact Center offers Co-browsing for chat. Agents and customers can request or allow Co-browsing sessions
via chat. See Co-Browse Via Chat to learn how to start a Co-browsing session.
Multilingual Support for Chat
Virtual Contact Center offers multilingual support for chat. With this feature, customers can choose to chat in any of the
supported languages. Agents can handle customer chats in any of the languages supported, or use an automatic
translation tool. Each Virtual Contact Center agent is associated with one primary and one or more secondary
languages of fluency.
n
If the chat request is in one of these languages, agents can chat in the requested language.
n
If the chat request is not in their primary or secondary language, agents can use the provided automatic translation
tool.
With multilingual support for chat:
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Administrators can provide language choice in embedded chat.
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Customers can choose to chat in a language of their choice.
n
Agents can handle customer chats in any of the supported languages.
Supported languages
Virtual Contact Center offers chat translation support for English, Russian, German, Japanese, Spanish, French,
Chinese, Portuguese, Italian, or Polish.
To learn how to handle multilingual chat requests, refer to Handle Multilingual Chats.
Inbound Chat Work Flow
Chat interactions flowing into Virtual Contact Center stay in a chat queue until an agent is available. When an agent's
status is Available, the longest waiting chat in the queue is offered to the agent. Virtual Contact Center searches the
Local CRM database for existing customer records based on account number, case number, or any arbitrary data
passed during the interaction. If the chat request is from an existing customer, the relevant customer or case record is
presented to the agent through screen pop. In the absence of a matching record, a new customer record entry pops up.
Screen pop occurs either before or after agent accepts an interaction, based on the screen pop settings configured by
contact center administrator. The agent processes the chat, and may select transaction codes to indicate chat
disposition. Selecting transaction codes may be optional or mandatory based on the settings. On ending the chat, the
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agent gets post-processing time for a final wrap-up before the chat terminates. If codes are mandatory, the interaction
stays in Post Processing mode until codes are selected.
At the termination of the chat, Virtual Contact Center may create an auto call log. If the administrator has configured
auto logs, one of the following auto log events occurs:
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Screen pop auto log in view mode
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Screen pop auto log in edit mode
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No screen pop
Note: Auto log of interactions requires administrator configuration.
The sequence of events in an inbound chat flow may be represented by the following chat flow diagram:
Overview of Multi-Chat
Your contact center administrator can configure each agent to handle up to six chats with customers, and an unlimited
number of chats with other agents of the same tenant. These settings determine your multi-chat capability.
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Features
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Manages concurrent chats with multiple customers and agents.
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The chat list of customers and agents provides easy access to chats in progress.
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The chat list is sorted primarily based on waiting time. The longest-waiting chat is placed on top of the list.
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Icons differentiate agent-to-customer chat from agent-to-agent chats.
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Icons highlight unread chat messages.
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Icons indicate customers waiting for an agent's response.
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Icons send alerts if customers are waiting longer than the SLA.
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A pop-out chat window improves handling of multiple chats.
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Relevant customer records pop up when accepting chats.
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Customer information such as name, email, and transaction ID display on the title bar of the popped-out chat
window.
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Is able to sort the chat list by Identification: nickname, first name, last name, email, and transaction ID. By default,
the chat list is sorted by waiting time.
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Tracks messages from new customers via Transaction ID.
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Searches chat list by name.
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Accept Chat Interactions
Virtual Contact Center directs chat requests to agents via a chat queue. Agents must be in Available state to receive
these incoming requests. When an incoming chat is offered to an agent, the Chat tab blinks, indicating an incoming
request. The agent can accept or reject the chat request. On accepting, the agent's status changes to Busy. On
rejecting the request, the agent's status changes to On Break.
Pre-requisites
To receive chat interactions, agents must:
n
be in Available state.
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be assigned to an enabled chat queue.
Note: You can view or edit your queue assignments in the Agent Profile. For details, refer to View
Your Assigned Queues.
To process a new chat interaction:
1. Change your status to Available.
2. The Chat tab in the Control Panel blinks red indicating an incoming chat request.
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3. If the incoming chat is from an existing customer, the customer or case record pops for preview.
Note: If the customer supplied account or case information when initiating the chat, Agent Console
accesses the appropriate record and presents the record for preview. The screen pop behavior may
vary based on the settings.
Note: If the screen pop fails to open, clean up your browser cache and cookies and log back in.
If the request is from a new customer:
a. If the request is from a new customer, a new customer record entry form pops up.
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b. Enter the details of the new customer, and save the customer record.
c. After processing the chat, click End Chat.
d. If chat log is enabled, a chat log is created and pops in edit mode.
e. Save the log by selecting the newly-created customer from the list.
The log is saved as a case.
4. Preview the record details, and click Accept Chat.
Note: If you reject the chat, or failed to accept it before the acceptance interval lapses, your status
is changed to On Break.
5. Initiate the chat conversation with the customer by typing in the chat window.
Note:The chat window capacity is 5000 characters to allow agents to communicate large bodies of
text, such as FAQs, via the chat window. Chat interactions via Support Center are limited to 500
characters on the customer side.
6. Click Send.
Your chat entry is posted on the customer's chat window. You are also notified of typing in progress on either end.
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7. Optionally, insert information from FAQs. For details, refer to Insert FAQ Responses into Chat Interactions.
8. Optionally, select transaction codes to indicate chat disposition.
9. To end the conversation, click End Chat.
The chat conversation ends. Your status changes to Post Processing to wrap up.
10. You can end post processing manually, or wait until the post processing timeout occurs.
11. At the termination of the chat, a chat log may pop up. The chat log opens in view mode or edit mode based on the
settings. Auto log occurs only if the administrator has configured it.
Notes:
- A chat log opens in view mode if the chat request is from an existing customer. The log case is
associated with that customer record automatically.
- A chat log opens in edit mode if the chat request is from a new customer. While saving the log,
you are prompted to select a customer from the existing list.
12. Edit the chat log case as desired, and save or save as a draft.
Enhanced Control on Agent Status
We have offered agents the flexibility to stop new chat interactions and wrap up the chat sessions in progress while
handling multi-chat. With this enhancement, agents winding up for the day can block new chat interactions being
offered to them and manage the workload better. In the Control Panel, agents are offered Stop New and Resume
buttons.
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Clicking Stop New blocks incoming chat requests.
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Clicking Resume allows incoming chat requests.
Features
n
Stop New is limited to queued chat interactions only.
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The Stop New button is only available in busy state during multi-chat.
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Monitoring shows when agent status changes to Busy (stop new).
To stop new interactions:
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1. While you are processing chat interactions, your status automatically changes to Busy.
2. Click Stop New from the Agent Console's Control Panel.
Your status changes to Busy (stop new). While in this state, you are not offered any new chats.
3. Wrap up the existing chat sessions.
On wrapping up the last chat session, your status changes to Post Processing, and then to Work Offline, instead of
being offered a new chat.
To resume new interactions:
1. While in Busy (stop new) status, new chat requests are blocked.
If you wish to resume, click Resume from the Agent Console's Control Panel.
2. Any queued chat request is offered to you immediately.
Begin processing chat interactions.
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Handle Multiple Chats
You can handle multiple concurrent chats with customers and agents.Your status must be Available to accept the first
chat. After accepting the first chat, your status changes to Busy. Based on the number of interactions allowed, chat
requests continue to be offered to the agent until they reach the maximum allowed customer chats. When a new chat
request is offered, the chat tab indicates an incoming request by blinking if the Chat tab is not in focus.
At the same time, the customer receives a message to wait until an agent becomes available. You can accept or reject
the chat at this time. On accepting a chat, the system looks to see if the chat is with an existing customer. If a matching
CRM record is found, the customer detail record is presented to the agent in a separate tab. In the absence of a
matching record, a new customer record opens.
The agent can now chat with the customer and be open for handling more chat requests.
Multiple chats can be:
n
Customer-to-Agent Chat
n
Agent-to-Agent Chat
Chat List
To keep track of multiple chats in progress, a chat list is maintained for customer chats and agent chats. When a new
chat is offered to an agent, the chat list is updated to show this new entry at the top of the appropriate group. A question
mark
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chats appear in the same row.
The chat session starts as soon as you accept the chat. A customer chat is displayed in the Customer List while an
agent chat is displayed in the Agent List. If the agent selects a chat, the chat information is shown in the chat panel with
the Transaction tab selected. If the agent accepts the chat, the chat continues as expected.
Customer-to-Agent Chat
As an agent you can chat with up to six customers. You need to be part of a queue to receive chats coming to that
queue. When a customer chat arrives in the queue, it is offered to the available agent who has been waiting for the
longest time.
Before you start:
First, you need to check if you are part of a chat queue to receive their chats:
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1. Log in to Agent Console.
2. Click the Available state.
3. Click Profile in the main menu.
4. In My Profile page, go to Queue Assignment and open the Chat tab. Check if you are assigned to the right chat
queue.
To process a customer chat:
1. In Agent Console, when a new chat is offered, click
2. Click
to accept the chat. The tab changes to
to go to the chat window.
, indicating the number of active chats waiting.
3. If it is an existing customer, the chat list gets updated with the customer information. The customer's detailed
record also opens in a new tab.
4. Type your message in the chat window and click Send.
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Note: Click
to open a chat window. The title bar in the pop-out chat window shows the
customer nickname, last name, first name, and email ID. If it is a new customer, it shows the
Transaction ID.
5. The blue status icons indicates if a customer has sent you a message and waiting for your response. If the
customer waiting time exceeds SLA, the status icon turns red in the chat list. For details, refer to Multi-Chat Table.
6. To accept a second incoming chat, click Accept. The customer chat list gets updated automatically.
7. Open the chat window as desired. When you are done chatting, terminate the chat session by clicking End.
8. To save the chat transcript, click Version 9.5
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9. Click End Post Processing to complete the session.
Note: The customer name remains in the chat list while the post processing window is open.
Closing the pop-out chat window closes the window, but does not end the chat.
Offer Remote Customer Assistance Via Chat
8x8’s offers remote customer assistance via chat using the Co-browsing capability. Co-browsing is available by
subscription only and must be enabled by your administrator in Configuration Manager. Once the administrator enables
Co-browsing for chat, agents can invite customers for Co-browsing during a chat session in Agent Console. With Cobrowsing, agents can quickly help customers find the information they are looking for, or clarify any questions they may
have.
To start and stop Co-browsing:
1. Log in to Agent Console.
2. Accept the incoming chat interaction.
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3. Open the chat interaction menu, and select Invite for Co-browsing.
The customer is prompted to accept the invitation for Co-browsing, and clicks Yes, Start Sharing.
The agent is notified when the customer accepts the invite.
4. Click Join to continue.
You can see the customer's screen now.
5. Click Auto-fit on the top header bar to automatically scale the view to fit your available space.
You can manually increment or decrement the zoom level to your desired value.
6. Toggle on highlight on the top header bar.
You can mark specific components in the page. The marks are visible for both agents and customers for a few
minutes or until the agent toggles it off. It also disappears when the customer moves away from the page.
Note: During a Co-browsing session, if the customer is filling a form and entering sensitive
information such as SSN, it is hidden from the Agent by showing **** instead of the real letters and
numbers.
7. Click Stop Co-browsing when the session ends.
The customer can start or stop a Co-browsing session by clicking
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Agent-to-Agent Chat
Agents can have an unlimited number of chats with agents of the same functional group, such as sales or support, in
the same tenant. You can chat with other agents in your group to consult, seek advice, or inform of a customer call
transfer. You can initiate an agent-to-agent chat via a menu option in the Agent Status tab. Agent Status tab can be
accessed via Status tab
in Control Panel.
To initiate a chat with an agent:
1. In the Control Panel, go to the Status > Agent Status tab from the Two Tabs view.
2. find the agent you wish to chat with from the agents list.
The agents list can also be accessed from Phone > Agents or Chat > Agents.
Note: You need to be part of the same functional group to be able to see and chat with another
agent. Supervisors, however, can see and chat with the agents of other groups.
3. Click on the agent’s name and select Start a chat from the menu. The chat window opens.
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4. Type your message, and click Send or press Enter.
Note: Status icons indicate pending agent chat messages. These icons disappear when you
respond to the message. For a complete description of the status icons, refer to the Multi-Chat
Table.
5. Click End to finish a chat session.
Note: There is no button to accept or reject agent-to-agent chat. The chats are received
automatically.
As agent B, the moment you receive a chat request from agent A, the number on the chat tab starts blinking red as
shown in
List.
. In addition,
indicates that a chat requires your response. Note that agent A appears in the Agent
To process an incoming chat from an agent:
1. In Agent Console, click the Chat tab.
2. Start typing your response in the Your Message text box.
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3. Click Send.
Multi-Chat Table
The following table shows and describes the status icons found in multi-chat:
Icon
Description
A chat has arrived, and is waiting for the agent to accept.
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Icon
Description
A chat is offered to the agent, and is waiting to be accepted or rejected.
Accept the offered chat.
Reject the offered chat.
There is one active customer chat for the agent. Orange indicates that the agent has sent their response to the customer.
There is one active customer chat for the agent, pending the agent’s response. Red indicates that the response is past
SLA.
Indicates that the customer or second agent has sent an interaction, and is waiting for the agent’s response.
Indicates that the agent has read the message, but has not responded yet.
Note: Once the agent responds to the chat message, the timer icon disappears.
Indicates that the customer has sent an interaction and is waiting for longer than the targeted service level. There is no
such alert for an agent.
Indicates that the agent has read a message that was pending longer than 30 seconds.
There is one active agent chat for the agent. Orange indicates that the agent has responded to the other agent, and not
yet reached the targeted service level.
There is one active agent chat for the agent, pending the agent's response. Red indicates that more than 30 seconds have
passed since the agent last responded to the other agent.
The following diagram shows multi-chat status icons from an agent's point of view:
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Handle Multilingual Chats
As an agent, you are assigned with a primary language and one or more languages of fluency. If the chat request is not
in any one of these languages, you can use the automatic translation tool to process the request. The tool translates
chat conversations between you and the customers, offering the flexibility to communicate in a language of fluency.
Virtual Contact Center offers chat translation support for English, Russian, German, Japanese, Spanish, French,
Chinese, Portuguese, Italian, and Polish.
The multilingual chat flow can be represented as follows:
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1. A customer visiting a website initiates a chat by clicking the chat button.
2. A pre-chat form is presented to the customer to indicate language choice.
3. The customer fills in the form, selects a language to chat in, and submits the chat request.
4. The request enters the chat queue in Virtual Contact Center, and is offered to an agent.
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5. On receiving a chat, the Control Panel indicates the language of choice for the chat.
6. On accepting the chat, agents can process the chat using their language of fluency, or use the automatic
translation tool. You can choose to hide the original language by selecting Hide original excerpts in the list.
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Note: Automatic translation is available only in the absence of language match or a secondary
language match. The Google translation logo then shows under the chat window in the Control
Panel. The logo appears only the first time during an interaction. On the chat log, the Google
Translation appears as a single line without the logo.
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In the case of a primary language match, automatic translation is disabled.
7. By using the translation tool, messages from the customer are translated to the agent's primary language and viceversa.
Transfer Customer Chats to a Different Queue
If you wish to transfer an ongoing chat to another queue, you can transfer it in just a few clicks. During a chat, Agent
Console gives you the visibility to other chat queues, whether you are part of them or not. Simply select a queue, and
click Transfer. The chat terminates at your end, and transfers to an agent available in the other queue.
To transfer a live chat:
1. Inform the customer about the transfer.
2. Click the Queues tab in the Control Panel. The Queues tab lists the chat queues available to accept the
transferred interaction.
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3. Select the queue you want to transfer to and click Transfer.
Note: Agents may experience some delay in accessing the entire list of queues whether or not they
are part of them. An exclamation symbol next to the Transfer button indicates the partial loading of
the queues. Depending on the number of queues and their sizes, it may take some time for the
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entire list to load.
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Note: If you wish to transfer to an unattended queue, you receive a warning about the nonavailability of agents, or you may be blocked from transferring. You can disable the warning
message by selecting Do not show this message again only if your Virtual Contact Center
administrator has given you the right permission. Disabling the warning message prevents you
from receiving this message again. Click Continue to transfer the interaction.
The chat is transferred to the queue instantly, and offered to the first available agent on the queue.
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Save Chat Logs
You may need to refer to your conversation with a customer after you end a chat session. Agent Console gives you the
option to save your chat conversations. At the end of a chat session, you can save the chat transcription as a chat log. If
the chat is from an existing customer, the chat log is automatically associated with the customer record as a new case
or follow-up.
To save a chat transcription:
1. Click on either the Chat window or the chat Popout window.
2. Select Save to CRM from the menu. A new case is generated for new customers.
Note: For existing customers, the chat transcript is saved as a follow-up case.
3. Select Transaction Codes.
Transaction Codes indicate the outcome of an interaction, and can be optional or enforced depending on the
company’s policy.
4. Click End to end the chat.
5. Click End processing to complete the session.
Note: If transaction codes are mandatory, you cannot end Post Processing until you select a code.
Insert FAQ Responses into Chat Interactions
If your contact center maintains an FAQ knowledge base, you can extract relevant data from the knowledge base and
insert these FAQ responses in a live chat session to assist customers. Using these FAQ responses minimizes agents'
time in finding the right information, and maintains consistent delivery of information.
During a chat session, you can refer to the FAQs by shortcuts or by going to the FAQ knowledge base. Referring to
shortcuts requires prior definition of shortcuts while creating an FAQ.
To insert an FAQ response during a live chat session:
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1. Go to Help > FAQ from the Control Panel menu.
2. Search for the relevant information by keywords or FAQ category.
3. After finding the relevant FAQ, click Send in current chat.
The FAQ content is instantly communicated to the customer.
To insert an FAQ shortcut:
Inserting an FAQ by shortcut requires you to know the shortcuts beforehand. Each shortcut is linked to an FAQ item it is
defined for. If you do not remember the shortcut, you can go to the FAQ knowledge base.
1. During a live chat, enter the FAQ shortcut that refers to the information customer is looking for in the Shortcut
entry window.
2. Click Insert FAQ.
A link to the FAQ inserts in the chat interaction window.
3. Click Send to communicate this information to the customer participating in the chat.
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Process Email Interactions
Email interactions provide a means of receiving and responding to customer inquiries using Agent Console.
Processing email interactions using Agent Console requires access to Local CRM. If your Agent Console is configured
to interoperate with an external CRM, the Local CRM continues to process all email interactions received by Agent
Console.
When Agent Console offers you a new email interaction, the Local CRM presents the email in the Display Panel. Based
on the email ID or case ID contained in the email, the Local CRM searches for matching records.
n
If the From field of the message contains the email address of an existing customer, the relevant customer record
pops up, and the incoming email is saved as a new case for the customer.
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If the subject of the email bears a valid case ID from the Local CRM, the customer record pops up, and the
incoming email is saved as a follow-up of the relevant case.
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In the absence of matching data, a new customer and case record are created.
For information about configuring your Agent Console profile's email settings, see Configure Your Profile.
Email Interaction Features
The Agent Console email controls enable you to:
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Accept inbound email interactions.
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Reply immediately to an email interaction, or save a partial reply for later processing.
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Transfer an email interaction to a different queue.
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Insert pre-formatted answers to frequently asked questions into email replies.
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Pull and optionally delete unread email messages from your email queues, if your agent account permissions allow
it.
Inbound Email Work Flow
Email interactions flowing into Virtual Contact Center stay in an email queue until an agent is available. When an agent
is available, the longest-waiting email in the queue is offered to the agent. Virtual Contact Center searches the Local
CRM database for existing customer records based on email ID or case number. If the email is from an existing
customer, the relevant customer record is presented to the agent via screen pop. In the absence of a matching record, a
new customer record is created.
Screen pop occurs either before or after the agent accepts an interaction, based on the screen pop settings configured
by contact center administrator. The agent processes the email and may select transaction codes to indicate the
disposition. Selecting transaction codes may be optional or mandatory based on the settings. The email processing
ends, and the agent gets post-processing time for a final wrap-up. If codes are mandatory, the interaction stays in postprocessing mode until codes are selected.
The sequence of events in an inbound email flow may be represented as follows:
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Accept Email Interactions
Virtual Contact Center directs emails to agents via an email queue. Agent status must be Available to receive these
incoming emails. When an incoming email is offered to an agent, the Email tab blinks, indicating an incoming request.
The agent can accept or reject the request. On accepting, the agent's status changes to Busy. On rejecting the email,
the agent's status changes to Working Offline.
Pre-requisites
To receive emails, agents must be:
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In the Available state.
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Assigned to an enabled email queue.
Note: You can view or edit your queue assignments in the Agent Profile. For details, refer to View
Your Assigned Queues.
If an email queue has pending emails, you can:
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Pull all queued emails at once.
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Accept one email at a time.
Notes:
- Pulling emails is a privilege given by the administrator in Configuration Manager.
- You cannot receive emails (including attachments) larger than 30 MB via email channels.
Pull Emails
Pulling emails from a queue gives you the flexibility to quickly look at the sender or the subject of the email, and then
accept an email that requires the most immediate attention. The Status tab in the Control Panel lists your email
queues, and indicates the number of emails pending in a queue.
To pull emails from a queue:
1. In Agent Console, set your status to Working Offline.
If your status is Available, Agent Console may offer you a new interaction before you can complete pulling email
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interactions from an email queue.
2. Go to the Status tab in the Control Panel.
3. Click Pull or the number of emails.
Agent Console pulls all emails from the queue, and presents the list in the Display Panel.
Notes:
- If your Virtual Contact Center administrator has given you the necessary permissions to delete,
you can identify unwanted emails from the list of pending emails, select, and delete them. To delete
emails, see Delete Emails from a Queue.
4. Check the sender and/or subject of the email, and click under the Subject column of an email you wish to open.
The email is offered to you instantly. The email tab blinks red. The work flow is the same as accepting an email.
If the email is from an existing customer, a relevant case or customer record pops up for preview as well.
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Note: If you have multiple emails opened in tabs, the screen pop tab, which displays the case
number and customer name, helps you navigate better.
Note: If the screen pop fails to open, clean up your browser cache and cookies and log back in.
5. Click Accept Email.
Your status changes to Busy. The email creates a case, and opens in a new tab.
6. Your status changes to Post Processing, and then back to Work Offline. The email saves as a case in the Open
state, and is assigned to you.
You can edit case details, reply, or create a new follow-up.
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To edit, click Edit. Read more 1
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To reply, click Reply. Read more 2
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To create a new follow-up, click New follow-up. Read more 3
Accept One Email at a Time
To accept one email from the queue:
1. Change your status to Available.
If you have an incoming email, the Email tab in the Control Panel blinks red. If the incoming email is from an
existing customer, the customer record pops up for preview.
1In the edit mode, you can change case details such as the status, priority, severity, subject, and more. Select Notify to
notify another colleague or the customer about case details. For more details on editing case records, see Create and
Edit Case Records.
2In the reply mode, you can respond to the customer email, or insert case details, attachments, or content from FAQ
knowledge base. The case information (original email) is attached automatically.
3You can create a new follow-up, respond to the customer email, or insert case details, attachments, or content from
FAQ knowledge base. The follow-up record does not include the original email.
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2. Preview the customer or case data, and click Accept Email.
Your status changes to Busy. The email creates a new case or follow-up record, and opens in a new tab. The
screen pop tab that presents the email displays the case ID and customer name.
Note: If you have multiple emails opened in tabs, the screen pop tab, which displays the case
number and customer name, helps you navigate better.
Note: If the screen pop fails to open, clean up your browser cache and cookies and log back in.
3. Your status changes to Post Processing, and then back to Available.
The email saves as a case or follow-up in the Open state, and is assigned to you. You can edit case details, reply,
or create a new follow-up.
Respond to Emails
When you accept emails, they are saved as cases in the Open status, and are assigned to you. If you respond to these
emails, you create new follow-ups.
To respond to an email:
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1. Go to Cases tab and open the desired case.
2. Click Reply.
A new tab opens to create a new follow-up for the case. The customer's email ID and the email content are
automatically populated. The Subject indicates the case number.
3. Select Signature.
4. Compose your response to the email in Description box.
5. In the Attachment section:
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Click Select files from cases/follow-ups.
A list of attachments linked to the case and/or follow-ups is displayed.
OR
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6. Select the desired attachments.
Note: You can add email attachments that are already linked to the case or the follow-ups while
replying to or forwarding the email. There is no limit on the number of attachments, as long as they
do not exceed a total of 20 MB.
7. To save a draft of the interaction for completion at a later time, click Save as Draft. The follow-up record is added
to the case as a draft.
OR
Click Send to send the completed reply.
8. To view your drafts, click the Cases tab.
9. In the Filters drop-down, select My Drafts from the list, and click Go.
From the list of drafts, select the draft you want to view. For information about working with cases, see Create and
Edit Case Records.
Transfer Emails to a Different Queue
After accepting an email, you may want to transfer it back to the same queue or another queue to be handled by better
skilled agents, or to tend to historical handling. You can transfer an email interaction to a different queue after you
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accept the email and during the post processing time.
To transfer a new email interaction to a different queue:
1. In the Control Panel and from the Email tab, accept an email interaction offered.
2. During post processing timeout interval, and from the Two Tabs view, go to the Queues tab in the Control Panel.
3. Select the queue to transfer the email interaction, and click Transfer.
4.
Note: Agents may experience some delay in accessing the entire list of queues whether or not they
are part of them. An exclamation symbol next to the Transfer button indicates the partial loading of
the queues. Depending on the number of queues and their sizes, it may take some time for the
entire list to load.
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Note: If you wish to transfer to an unattended queue, you receive a warning about the nonavailability of agents, or you may be blocked from transferring. You can disable the warning
message by selecting Do not show this message again only if your Virtual Contact Center
administrator has given you the right permission. Disabling the warning message prevents you
from receiving this message again. Click Continue to transfer the interaction.
The email processing ends on your end and is presented to another agent available in the transferred queue.
Note: You must transfer before the post processing interval lapses.
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Insert FAQ Responses into Emails
If your contact center maintains an FAQ knowledge base, you can extract the relevant data from the knowledge base
and insert FAQ responses into an email to customers. Using these FAQ responses minimizes agents' time in finding
the right information, and maintains consistent delivery of information.
You can insert FAQs in an email by referring to shortcuts or by browsing and searching through the FAQ knowledge
base. Referring to shortcuts requires prior definition of shortcuts for an FAQ item.
To insert an FAQ response in an email using shortcuts:
1. While crafting an email, enter the shortcut for the desired FAQ under the email's Description box.
2. Click Insert FAQ.
The full text of the FAQ response is inserted into the email body.
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To insert an FAQ by browsing through the knowledge base:
1. While crafting an email, click Browse FAQ under email's Description box.
2. Search and locate the desired FAQ.
3. Insert the content as a link or as full text by selecting the relevant option.
The link or the full text content of the selected FAQ is inserted into the email body.
Delete Emails from a Queue
You may be able to pull email interactions from an email queue, but not delete them. Agents can delete emails only if
their Virtual Contact Center administrator has configured their Agent Console account to allow deleting pending email
interactions from a queue. If your Agent Console account does not have delete permissions, you are not able to see the
Delete button or the check boxes to select emails.
Deleting a pulled email interaction from an email queue:
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Permanently deletes the interaction from the queue.
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Does not delete the customer record associated with the email from the Local CRM.
To permanently delete email interactions from an email queue:
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1. In Agent Console, set your status to Working Offline.
If your status is Available, Agent Console may offer you a new interaction before you can complete pulling email
interactions from an email queue.
2. Go to the Status tab in the Control Panel.
3. Click Pull or click on the number of emails.
4. In the list of queued emails, perform one of the following:
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To remove individual email interactions from the queue, select one or more email messages.
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To remove all email interactions in the list, select the check box in the column heading.
5. Click Delete.
Agent Console displays a delete confirmation dialog. In the dialog, click OK to permanently remove the selected
email interactions from the queue.
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Manage Customers, Cases, Follow-Ups and Tasks in Local
CRM
8x8 Virtual Contact Center provides customer and case management capabilities with its Local CRM. The Local CRM
provides a model for managing your contact center's interactions with customers. The Local CRM stores your contact
center's customer, case, and follow-up data .
Virtual Contact Center's phone, chat, and email scripting can use information about an incoming interaction, such as a
phone number, a case number, or an email ID, to locate and display a customer or case record contained in the Local
CRM. As an agent, you can use the Local CRM to record and manage your customers, cases, and follow-up activities.
To manage customer relationships, the Local CRM provides the following hierarchy of standard objects:
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Customer
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Case
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Follow-up
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Task
Customers
A customer object allows you to create customer instances with unique account numbers. A customer record stores
information, such as name, account number, email, address, and phone numbers, and offers the capability to
customize the customer object with custom fields.
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Cases
A case object describes a customer’s feedback, queries, or issues. You can create cases to systematically track and
solve customer issues. You can quickly create, update, and view cases in an expandable window. You may indicate the
status of a case as open or closed. The standard definition of a case allows you to add additional attributes to a case by
stating the status, visibility, severity, and priority.
For example, a support agent at AcmeJets creates a case when a customer calls in reporting scheduling issues with
private jets. The support agent captures and records the customer reported issue by creating a case.
Follow-ups
A case may have multiple follow-ups before it is resolved. Each communication regarding the case from its creation
until it is closed may be recorded as individual follow-up instances. This may include notes and email communications
regarding the case. The Follow-up object allows you to track how a case is resolved by creating multiple follow-up
records.
Tasks
A Task refers to a call, email, meeting, 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.
Integrate with External CRM
Virtual Contact Center also supports integration with external CRMs, such as NetSuite and Salesforce. If your Agent
Console integrates with an external CRM, your contact center supervisor provides you with the information you need to
use the CRM to manage your customers, cases, and follow-up activities.
CRM Landing Page
When you log in to Agent Console, the Display Panel launches separate tabs for:
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Cases: lists cases assigned to you, and groups all related tasks, such as creating a new case, editing, and deleting
cases, as well as reporting.
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Customers: lists customers assigned to you with centralized access to related tasks, such as editing a customer
record or adding a case, a follow-up, or a task.
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Tasks: Lists tasks assigned to you with the ability to create new tasks, edit, or delete tasks.
Customize Lists of Customers and Cases
Selecting a CRM tab lists customers, cases, and tasks. Click Filters to filter the list as follows:
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Assigned to me: open cases and customers whose cases are assigned to you. This is the default option.
n
Assigned to my group: open cases and customers whose cases are assigned to your group members.
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Created by me: cases and customer records created by you.
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My Draft Customers or My Drafts (for cases): cases and customer records saved by you as drafts.
Create and Edit Customer Records
You can create a new customer record at any time using the New Customer link in the Customers tab, if your
administrator has granted the necessary privileges. While processing an interaction, Virtual Contact Center searches
the Local CRM for existing matching data. In the absence of matching customer records, agents are prompted to enter
a new record via screen pop.
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The following describes the use of the default customer fields. Depending on how your contact center administrator has
configured your Local CRM, the customer creation tool may display additional customer fields.
To create a customer record:
1. Click New Customer link in the Customers tab.
Agent Console displays the Create New Customer page.
2. Enter the customer's First Name and Last Name.
You must specify the customer's name before you can save the new customer record.
3. Enter the customer's Email address.
Each customer email address must be unique. Agent Console uses the customer's email address to send the
customer their optional Support Center access credentials. To prevent a single customer email address from
receiving multiple Support Center access credentials, Agent Console uses the Local CRM to verify that each
customer email address is unique.
4. 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, type a password in the Password text entry
area.
OR
To have Agent Console create the customer's Support Center password, select Generate password
automatically.
Note: When you save the new customer record, Agent Console sends the customer's Support
Center access credentials to the email address specified in the Email text entry area.
5. Enter the customer's address in the Primary Address and Secondary Address areas.
6. Select to Save the customer or Save as Draft.
Edit or Delete Customer Records
After you create and save a customer record, you can edit the information or delete a customer record, provided that
you have the permissions to delete and edit. Contact your Virtual Contact Center administrator to learn about your
permissions.
To edit a customer record:
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1. Click the Customers tab. A list of customers appears.
2. Click one of the actions items available to view, edit, or delete the customer record.
OR
Select and open a customer record from the list, and then click Edit at the bottom of the page.
View Customer Records
When you open a customer record, you are able to view the customer details such as name and account number, as
well as cases, tasks, and the history of changes made to the customer record.
Note: You can configure the order of columns in the result page to arrange them in a particular order. To
change the order, select and drag the column to the desired location.
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Details: Includes voice, email, company, phone, address, etc. The customer last name, first name, and account
number appear as a link in title. Clicking Back to Customers takes you back to the customer list.
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Case: Includes the cases or records of interactions with the customers created during or after an interaction. You
can view cases in Table view or Unitary view. Table view lists all cases associated with the customer in a tabular
format. Unitary view shows one case at a time, and can be navigated using the pagination tools. Table view is the
default view when you first open cases.
If a case is created as a result of an incoming email through the email channel, you are able to see the To, CC, and
BCC fields in the details.
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To view the email fields and source of email from the Customers tab:
1. In Agent Console, go to the Customers tab.
2. Select a customer, and go to Case to see the list of cases.
3. Highlight a case from the list, and select Switch to unitary view. The case details display, and information in
the To, CC, and BCC fields. Clicking View source allows you to see the email protocol routing.
You can see one case at a time. Use the pagination tools to go to other cases.
4. Click
to see all content.
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Task: Includes tasks such as calls, emails, meetings, chats, or any other type of contact made with a customer.
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History: Includes the history of changes made to the customer record.
Create and Edit 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. Create follow-up records to handle
subsequent interactions with the customer regarding the same case. When the customer needs information, you may
respond by emailing the case information to them.
The Cases tab allows you to:
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Create a case record.
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Edit an existing case record.
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Create a follow-up record.
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Send case information notifications.
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.
The following describes the use of the default customer fields. Depending on how your contact center administrator has
configured your Local CRM, the customer creation tool may display additional customer fields. You can notify the
customer while creating a case.
To create a case record:
1. Go to the customer for whom you are creating a case, and click New Case.
OR
Click New Case in the Cases tab.
Agent Console displays the Create New Case page.
2. Under Customer field, if not populated automatically, select a customer to associate with the case.
3. Change the Status to Open to be able to assign the case to any agent.
4. Click Notify if you want to send the customer a case notification or email.
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 still need to add the
CC and BCC addresses either 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.
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Note: If HTML support is enabled for CRM, you can create content in the Description field
using the CRM rich text editor. For details on using the CRM rich text editor, see Understand
Your Rich Text Editor.
d. Select the Signature for the email message.
Note: You must set the right values for the Default From and Default Signature fields in your
profile to automatically populate the From and Signature fields in the Notification tab.
5. Optionally, insert FAQs or attach files to the case record.
You can insert FAQs using shortcuts, or by browsing through the FAQ knowledge base. Shortcuts link to the
FAQs. For details, see Insert FAQ into Email Responses.
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To insert an FAQ shortcut, enter the shortcut and click Insert FAQ.
n
Click Browse FAQ to browse through the FAQ knowledge base, and insert the desired FAQ responses either
as full text or links.
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Attach files by browsing or by dragging files from the local file system.
6. Perform one of the following tasks:
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Click Save as Draft to save a draft of an incomplete case record.
n
Click Save to save a completed case record. You can access and edit the case record later.
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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, enter the addresses manually.
Edit or Delete Case Records
After you create and save a case record, you can edit the information or delete a case record provided that you have the
permissions to delete and edit. Contact your Virtual Contact Center administrator to learn about your permissions.
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To edit a case record:
1. Click the Cases tab. A list of cases appears.
2. Click one of the actions items available to view, edit, or delete the case record.
OR
Select and open a case from the list by clicking the case number. Click Edit at the bottom of the page.
View Case Records
When you open a case, you are able to view details, attachments, follow-ups, and history.
Note: You can configure the order of columns in the result page to arrange them in a particular order. To
change the order, select and drag the column to the desired location.
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Details: Includes information such as the case ID, customer name, account number, status, the agent who created
the case, and case description. To view the entire description, click
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If a case is created as a result of an incoming email through the email channel, you are able to see the To, CC, and
BCC fields in the details.
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Attachment: Lists all attachments associated with a case and its follow-up records. You can either sort the
attachments by name or date, or filter them by the case or follow-up attachments.
To view and open case attachments:
When downloading CRM attachments, based on the privileges granted to you, you either have the ability to open
and save the CRM attachments from emails by clicking the attachments, or are restricted to just saving them
locally before opening them. With this restriction, you can exercise caution before opening an attachment, and look
out for insecure attachments.
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1. In Agent Console, go to the Cases tab and open a case.
2. Open Attachment.
n
Click From Case to view only the attachments associated with a case.
n
Click From Follow-ups to view only the attachments associated with the case follow-ups.
n
Click All to view all attachments associated with the case and its follow-ups.
3. Click the desired attachment to download the file.
n
Follow-up: Lists the case follow-ups. A case may have multiple follow-ups before it is resolved. Each
communication regarding the case from its creation until it is closed may be recorded as individual follow-up
instances.
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History: Includes the history of changes made to the case.
Create 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. Create follow-up records to handle
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subsequent interactions with the customer regarding the same case. When the customer needs information, you may
notify them of the follow-up.
The following describes the use of the default follow-up attribute fields and lists. Depending on how your contact center
administrator has configured your Local CRM, the follow-up creation tool may display non-default follow-up attributes.
Virtual Contact Center creates follow-up records automatically when you respond to an email interaction. Replying to a
case also creates a new follow-up record.
To create a follow-up record:
1. Click the Cases tab, and open a case.
2. Click Reply or New Follow-up.
Agent Console displays the Create New Follow-up page.
If your administrator enables HTML support for Local CRM, the CRM rich text editor shows.
For details on using the CRM rich text editor, see Understand Your Rich Text Editor. If you are processing an
email interaction, you can also use the Email tab in the Control Panel to create a follow-up record. For details
about creating a follow-up record while processing an email interaction, see Process Email Interactions.
3. In the Create New Follow-up page, update follow-up attributes and add comments.
Note: Case Status must be open before you can assign the case.
4. Optionally, select Reply or Reply All to notify the customer of the follow-up.
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 still need to add the
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.
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Note: If HTML support is enabled, you can create content in the Description field using the
CRM rich text editor. For details on using the CRM rich text editor, see Understand Your Rich
Text Editor.
d. Select Signature for the email message.
Note: You must set the right values for the Default From and Default Signature fields in your
profile to automatically populate the From and Signature fields in the Notification tab.
5. Optionally, insert FAQs or attach files to the follow-up record.
You can insert FAQs using shortcuts or by browsing through the FAQ knowledge base. Shortcuts link to the FAQs.
For details, see Insert FAQ Responses into Emails.
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To insert an FAQ shortcut, enter the shortcut and click Insert FAQ.
n
Click Browse FAQ to browse through the FAQ knowledge base, and insert the desired FAQ responses either
as full text or links.
n
Attach files by browsing or by dragging files from the local file system.
Perform one of the following tasks:
n
Click Save as Draft to save a draft of an incomplete case record.
n
Click Save to save a completed case record. You can access and edit the case record later.
n
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.
View Follow-up Records
A list of follow-ups related to each case appears under the case record. You can see the follow-ups listed in the Table
View when you open each case record. By default, the most recent follow-up appears at the top of the list. To check the
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follow-up details, change the Table View to the Unitary View, or click Switch to unitary view.
Click on a follow-up link to view the details. To see the complete description, click
pane.
in the follow-up comment
Note: You cannot edit a follow-up record.
Create and Edit Tasks
If your contact center is configured to generate auto logs for voice interactions such as call, voicemail, web callback,
campaign, etc. Virtual Contact Center converts these logs to task records and associates them with the relevant
customer records. These call logs are also referred to as system-generated tasks. For example, your contact center can
be configured to generate an automatic call log as soon as a call is terminated, and save it as a task.
You can also create a task manually in Virtual Contact Center to organize and help you track all interactions associated
with a customer. A task can be created for a call, an email, a meeting, a chat, or any other type of interaction. The task
object serves to create and manage all tasks you plan to perform, such as making calls and sending emails, or the tasks
you have performed in the past.
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Features
n
Task fields are customizable. You can add new fields, and edit existing fields.
n
Interactions logs for phone are created and saved as tasks.
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 can create, view, edit, and search for tasks.
n
An agent can view all tasks assigned to them, and also list all tasks pertaining to a customer.
n
The transaction ID is cloned, but a new task ID is generated every time you clone.
n
Transaction codes associated with a call are added to the call log and saved in customer record for easier access.
n
A new task ID is created, and all field values in the task form are cloned except the history, date and time the task is
created, and date last modified.
n
If an agent tries to delete a parent task, a warning is shown to inform the user that the parent task and its
information are being permanently deleted.
n
The parent task shows all tasks being cloned from the parent listed under the History tab.
n
Only one parent level is allowed for each cloning task.
n
The child task shows a link to the original task, and next to the task number.
n
If a parent task is deleted, the child task shows the parent task in the history, but the link to the parent task is
removed.
n
The agent can see the clone button only if the administrator has enabled the agent to edit and create tasks under
User > Edit User > Internal CRM in Configuration Manager.
View System-Generated Tasks
If configured by your contact center's administrator, a voice interaction log appears upon termination of the interaction.
Depending on your contact center's configuration, you may get the interaction log in edit or view mode.If it is an existing
customer, the log is associated with the customer record automatically. For new customers, however, when saving the
log, you are prompted to select a customer from the existing list. The log is then saved as a task under the customer
record. If you were required to select a transaction code, the code appears in the Task window and makes the record
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more accessible in the future. If you have more than one transaction code, they appear separated by commas.
See Select Transaction Codes to learn how to select transaction codes during an interaction.
Create Tasks Manually
You can create independent tasks to schedule a phone call to a customer, and set a reminder. A reminder pops up a
few minutes before the scheduled call. You can create a task in multiple ways:
n
Create an independent task: In the Tasks tab, you can create an independent task, or associate it to a customer.
n
Create a task for a customer: In the Customers tab, you can open a customer record, and create a new task.
The task is automatically associated with that customer.
n
Clone a task: Replicate tasks with a click on the task form. This way, agents can clone a task, creating a new task
ID, and associate each cloned task ID with the same original inbound transaction ID. Example use case: 1
To create an independent task
1. Click the Tasks tab.
The list of your open tasks shows by default.
2. Enter the details of the task. The task fields are customizable in your CRM. You may create custom fields, or edit
existing fields.
1A receptionist at a dental clinic uses tasks to create appointments. Once he creates an appointment for a family
member through a task, he can copy the task to create appointments for the rest of the family. Agents can increase
their efficiency using the clone feature, eliminating the manual work of entering data, and speeding up the process.
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n
Status: When you create a task, assign a status to indicate how the task progresses.
Note: Pick list values are customizable.
n
Phone: Optionally, enter the phone number of the customer.
n
Media Type: Refers to the media of a task, such as phone, email, chat, or voicemail.
n
Due Date: Select a date to complete the task using the calendar. This creates a reminder. You can enable
the reminder option to automatically generate a reminder.
n
Assigned To: By default, the task is assigned to the agent who creates it. To assign the task to another user,
select a user from the drop-down list. You can assign a task only to a single user.
n
Email: Optionally, enter the email address of the contact.
n
Call Type: Refers to whether the call is inbound, outbound, or Direct Agent Access.
n
Subject: Enter a subject or short description of the task.
n
Description: A note describing the task.
n
Enable Reminder: Optionally, select the check box to set a reminder on the task. This option is enabled only
if you specify a due date.
3. Click Customers list to associate it with an existing customer.
4. Click Save.
You have created a task successfully.
If you have selected Enable Reminder check box when creating the task, a reminder pops up at the specified
time before the scheduled call.
5. Click the Scheduled Call to view the task details and the associated customer record.
The reminder continues to pop up until the task is completed or dismissed. See Reschedule Campaign Calls.
To create a task for an existing customer
1. Open a customer record, and scroll down to the Task area.
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2. Click New Task.
3. Enter the desired attributes to the new task.
Note that the task is associated with the customer.
4. Save the task.
To clone a task
1. In Agent Console, click the Tasks tab.
A list of your open tasks appears.
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2. Open an existing task from the list.
Note: If you wish to create a new task, you need to save it first before being able to clone.
3. Click Clone.
A confirmation window appears.
4. Click OK to confirm cloning.
The page to edit the task opens with the information already populated.
Note that the task number indicates if it is cloned from another task.
5. Click Save.
The cloned task appears in the list.
The new task shows the link to the original task.
Note: Deleting a task or a cloned task is available to agents only if they are granted the right privileges.
Your confirmation is required to delete a parent task with a cloned child.
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Manage Tasks
After you create and save a task, you can edit the information or delete a task record, provided that you have the delete
and edit permissions. Contact your Virtual Contact Center administrator to inquire about your permissions.
To edit a task:
1. Click the Tasks tab. A list of tasks appears.
2. Click one of the actions items to view, edit, or delete the customer record.
OR
Select and open a task record from the list by clicking the task number. Click Edit at the bottom of the page.
View Task History
You can view the task history including the details and changes a task has gone through since its creation.
Click Tasks tab or go to Tasks nested under the customer record.
List the Tasks of a Customer
You can list all tasks pertaining to a customer record.
To list all tasks:
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1. Go to a customer record, and click Tasks.
A list of all tasks associated with the customer record opens.
2. Click any record to view the task details.
Search CRM Data
The search feature in Agent Console allows you to search for customers, cases, and task records in your CRM based on
specific criteria. You can perform a basic search on standard fields, or an advanced search based on any CRM field
defined in a record. For example, you can search for a customer by last name or email address in a simple search. You
can look for records based on multiple criteria, such as a cases created in the last week in pending status. You can
refine your search with a multitude of CRM search operators as described in the following table:
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
applicable to a numeric field. Search for a value less than a specified value.
Case Number < 1200
>= greater or equal
applicable to a numeric field. Search for a value greater than or equal to a spe-
Case Number >= 1200
cified value.
<= less of equal
applicable to a numeric field. Search for a value greater than or equal to a spe-
Case Number <= 1200
cified value.
* contains
Search for a part of a word.
Case Subject * Delayed
order
* i contains (ignore
Search for a part of a word (case insensitive)
case)
! not contains
Case Subject * delayed
order
Search for a record which does not contain a specified string.
Case Subject ! Sales
Orders
!i not contains (ignore
Search for a record which does not contain a specified string. (case insensitive)
case)
Case Subject !i sales
orders
^ starts with
Search for a record which starts with a specified string.
Phone ^ 510
^i starts with (ignore
Search for a record which starts with a specified string. (case insensitive)
Phone ^i support
case)
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Search Operator
Description
Example
E empty
Search for a record where the field value is empty
Do not Call E
!E not empty
Search for a record where the field value is not empty
Phone !E
> after
Search for a record with a date value after a specified date.
Assign Date >
01/29/2012
< before
Search for a record with a date value before a specified date.
Assign Date <
01/29/2012
>= after (inclusive)
Search for a record with a date value after a specified date including the date.
Assign Date >=
01/29/2012
<= before (inclusive)
Search for a record with a date value after a specified date including the date.
Assign Date <=
01/29/2012
To perform a search for CRM data:
1. Go to the corresponding CRM object tab such as Customers, Tasks, or Cases.
2. Click Search.
3. Select your search parameters in the simple search. To perform an advanced search, click Advanced. Click
Search for a customer, case, or task as desired. See more details on searching for customers, cases, and tasks.
Search for Customer Records
The customers are accessed from the Customers tab. By default, the Customers tab lists customers that are assigned
to you.You can also access customer records that are:
n
assigned to your group
n
created by you
n
in draft state
n
all customer records
Note: The ability to view, create, edit, and delete customer records is available to you if your
administrator grants the necessary privileges.
You can search and retrieve customer records using basic or advanced search.
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n
Basic Search: Allows you to search for customers by last name and/or email address. Click Search to retrieve a
list of all customers.
To perform a basic search for customers:
1. Click the Customers tab.
2. Click Search.
Agent Console displays the basic search interface.
3. Click the Search button to retrieve all customer records.
OR
Perform either or both of the following, and click Search:
o
Enter a customer Last Name.
o
Enter a customer Email.
A list of customer records matching the search criteria displays.
n
Advanced Search: Allows you to search for customers by any field defined in the customer record. You can create
nested queries by using the AND logical operator.
Additionally, you can look for multiple values for a field. For example, to access all customers types, you can search
for multiple values such as the default, premium, platinum and basic statuses.
Use the advanced search feature to search for a larger set of default and custom fields than are available in basic
search. To perform an advanced search, click Advanced from the simple search window.
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Search for Cases
All cases are accessed from the Cases tab. By default, all cases assigned to you are listed. You can also access case
records that are:
n
assigned to your group
n
created by you
n
in draft state
n
all case records
Note: The ability to view, create, edit, and delete case records is available to you if your administrator
grants the necessary privileges.
You can search and retrieve case records by performing a basic or advanced search.
n
Basic Search: Allows you to search for cases:
o
by case number
o
by case subject
o
created by specific agents or customers
assigned to specific agents or groups
To perform a basic case search:
o
1. Go to the Cases tab.
2. In the Display Panel under Cases, click Search.
Agent Console displays the basic search interface.
3. Click Search to retrieve all cases.
OR
Perform any or all of the following, and click Search:
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.
A list of case records matching the search criteria displays.
n
Advanced Search: Allows you to search for cases by any field defined in a case record. You can create nested
queries by using the AND logical operator.
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Additionally, you can search for multiple values for a field. For example, to access all cases that are pending and in
the open status, you can search for multiple values such as the open and pending statuses.
Use the advanced search feature to search for a larger set of default and custom fields than are available in basic
search. To perform an advanced search, click Advanced from the simple search window.
Search for Tasks
All tasks are accessed from the Tasks tab. You can search and retrieve task records by performing basic or advanced
search.
n
Basic Search: Allows 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:
1. Go to the Tasks tab.
2. In the Display Panel under Tasks, click Search.
Agent Console displays the basic search interface.
3. Click the Search button to retrieve all tasks.
OR
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Perform any or all of the following, and click Search:
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.
A list of task records matching the search criteria displays.
n
Advanced Search: Allows you to search for tasks by any field defined in a task record. You can create nested
queries by using the AND logical operator. Additionally, you can look for multiple values for a field. For example, to
access all media types, you can search for multiple values such as the phone, chat, email, and voicemail statuses.
Use the advanced search feature to search for a larger set of default and custom fields than are available in basic
search. To perform an advanced search, click Advanced link from the simple search window.
Delete CRM Data
You can delete customer, case, and task records from the Local CRM if your contact center administrator has granted
the necessary permissions. If you do not have the permissions, you cannot delete data.
Before You Begin
Before deleting CRM data, note that:
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n
Deleting a customer record permanently removes the customer information as well as all associated cases, followups, and attachments.
n
Deleting a case record permanently removes the case information as well as all associated follow-ups and
attachments.
n
You cannot restore any portion of deleted CRM records.
To delete CRM data:
1. Log in to Agent Console.
2. From the three CRM tabs (Customers, Cases, Tasks), select the object you wish to delete the data from. Based on
your permissions, you can delete customers, cases, or tasks.
3. Click Delete next to the CRM record to delete records individually. You are prompted to confirm.
OR
Click Basic or Advanced Search to search and retrieve the data records you wish to delete.
4. From the list, select desired records and click Delete Selected.
A message indicates the number of records selected for deletion, and warns that all data associated with the
records will be deleted as well.
5. Click Ok to proceed.
6. To delete all records:
a. Click Delete All.
You are prompted to enter your password to prevent accidental deletion.
b. At the prompt, enter your password to log in to Agent Console.
c. Click Delete Now.
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Understand Your Rich Text Editor
If support for HTML email is enabled, agents gain access to a rich text editor in the following pages of 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.
The rich text editor in 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 FAQs
n
Insert HTML-formatted signatures
n
Easy-to-use spell checker
Menu Elements of the Rich Text Editor
The rich text editor in the Virtual Contact Center 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:
Element Name
Action
Values
Font Name
Set the text font family.
Arial (Default)
Arial Black
Comic Sans MS
Courier New
Lucida Console
Tahoma
Times New Roman
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Element Name
Action
Values
Trebuchet MS
Verdana
Font Size
Set the text font size.
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.
8, 9, 10, 11, 12, 13 (Default), 14, 16, 18, 24, 36
Font Style: Background color Set the font background color.
Insert Item: HTML Link
Insert an HTML link.
URL to a web page
Insert Item: Image
Insert an image.
URL to a web image
Indentation
Position 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
Insert Images in Case Description
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 in Case Description:
1. From the Cases tab, click New Case or new follow-up.
2. Enter the Subject and Description.
3. In the Description field, place the cursor where you want to insert an image.
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4. Click
from the menu. You may be prompted to allow scripted windows by your browser.
5. Click where instructed, and then click Temporarily Allow Scripted Windows in the contextual menu.
6. Click
again. A dialog box opens, prompting for a valid image URL.
7. Enter a valid URL, and click OK. The image at the specified URL gets inserted in the description.
Note: You can resize images in the editor by clicking and dragging the image handlers.
Insert Hyperlinks in Case Description
The CRM rich text editor enables you to insert hyperlinks while creating cases and follow-up 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.
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To insert a hyperlink:
1. From the Cases tab, click New Case or new follow-up.
2. Enter the Subject and Description.
3. In the Description field, select the text to be displayed as the hyperlink.
4. Click
from the menu. You may be prompted to allow scripted windows by your browser.
5. Click where instructed and then click Temporarily Allow Scripted Windows in the contextual menu.
6. Click
again. A dialog box opens, prompting for a valid image URL.
7. Enter a valid URL, and click OK. The link gets inserted in the description. If you click the linked text, a new browser
opens the hyperlink.
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Insert FAQs
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 an FAQ from Cases tab:
1. Go to the Cases tab.
2. Click New Case or new follow-up.
3. Place your cursor in the Description field where you wish to insert the FAQ.
4. Enter an FAQ shortcut in the box or click Browse FAQ.
5. Search and find the related FAQ, then click Insert FAQ.
6. Click Send, Save or Save as Draft.
To insert an FAQ from Chat window:
1. During an active chat with the customer, enter an FAQ shortcut in the box.
OR
Click FAQ>> to search for the related FAQ.
2. Click Insert FAQ.
The FAQ content gets inserted in the response.
Insert Signatures in Case Description
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. Go to Menu > Profile in the Control Panel.
2. Under Personalization, create a signature using HTML tags.
To create HTML tags you need to type a command before and after each line. Refer to the following table for most
common examples:
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Formatting Action
<b>... </b>
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Command
Formatting Action
<i> ... </i>
Italic Text
<u> ... </u>
Underline Text
<sup> ... </sup>
Superscript - Smaller text placed below normal text
<sub> ... </sub>
Subscript - Smaller text placed below normal text
<small> ... </small> Small - Fineprint size text
3. Click Save.
To insert a signature in Case description:
1. Click to open or Edit a case or follow-up.
2. Under Details, place the cursor in the Description field where you wish to insert the signature.
3. Click Insert Signature.
Your HTML formatted signature gets inserted in the email content.
Check Spelling in Case Description
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 a highlighted word with a suggestion, or ignore it.
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Note: You do not have the option to ignore a suggestion in the context menu. You can simply ignore the
words by not clicking on them.
To spell check your content in the Case Description:
to turn on the spell checking mode, and turn off text editing or text formatting mode. The spell checker
1. Click
highlights all unknown words in yellow.
2. Click a highlighted word to open a pop-up window with a list of suggested words.
3. Replace the word with a suggestion, or ignore the word.
4. When all the spell checking is done, click
mode.
to turn off the spell checking mode and return to the normal editing
Create CRM Reports
Agents 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.
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Note: If enabled by Virtual Contact Center administrator, as an agent, you can create or download
custom reports to extract the desired customer data. You can always run a report even if the ability to
download the report is disabled.
Refer to the following information on creating CRM reports:
n
Create CRM Customer Reports
n
Create CRM Case Reports
n
Create CRM Task Reports
Create CRM Customer Reports
Note: If enabled by Virtual Contact Center administrator, as an agent, you can create or download
custom reports to extract the desired customer data. You can always run a report even if the ability to
download the report is disabled.
To create a CRM Customer Report:
1. Go to the Customers tab.
2. In the header area, click Report.
Agent Console displays the Customer Reports page.
3. In the Customer Reports page, click New Report.
Agent Console walks you through the three-step New Report wizard.
If your contact center administrator has added custom fields to your Local CRM, the custom fields appear in the list
of fields.
4. In Step 1 of the New Report wizard:
a. In the Report Title text entry area, enter the name of the report.
b. Select a vertical or horizontal layout.
c. In the Fields to Include area, select the fields to be included in the report.
d. Click Next.
Agent Console displays the next step in the wizard.
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5. In Step 2 of the New Report wizard, for each customer field you chose in Step 1, create optional filtering
statements.
a. For each report field, choose a logical operator, then in the adjoining text entry area type (or if applicable,
select) a filter.
b. Click Next.
Agent Console displays the next step in the wizard.
6. In Step 3 of the New Report wizard, perform the following:
n
Specify a company from the existing list of customer base by clicking Search.
n
Choose the primary and secondary report fields Agent Console uses to order the data contained in the
customer report, and choose the sort order of the two fields.
7. Produce and save the report. 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 save the report configuration and run the report, 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 Agent Console produces the report in Excel, click Savein the New Report wizard to save the report
configuration.
Create CRM Case Reports
Note: If enabled by Virtual Contact Center administrator, as an agent, you can create or download
custom reports to extract the desired customer data. You can always run a report even if the ability to
download the report is disabled.
A CRM case report provides both customer and case information. The customer-related fields can be used to filter
report data, and appear in the Case, Follow-Up, and Attached fields.
Note: The Description field displays only the first 256 characters on reports.
Virtual Contact Center provides three preset reports by default. You cannot edit these reports, but you can create a new
report.
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n
Internal Case Report
n
Supervisor Case Report
n
Management Case Report
To run a default CRM Case Report:
1. Go to the Cases tab.
2. In the header area, click Report.
Agent Console displays the Case Reports page.
The Case Reports list contains three default case reports:
n
Internal Case Report
n
Supervisor Case Report
n
Management Case Report
3. To run one of the default reports, select a date range and click Run next to the desired default report. If you want
to create your own report, follow the steps below.
To create a new CRM Case Report:
1. In the Case Reports page, click New Report.
Agent Console walks you through the three-step New Report wizard.
If your contact center administrator has added custom fields to your Local CRM, the custom fields appear in the list
of fields.
2. In Step 1 of the New Report wizard:
a. In the Report Title text entry area, type the name of the report.
b. Select a vertical or horizontal layout.
c. In the Fields to Include area, select the fields to be included in the report.
d. Click Next.
Agent Console displays the next step in the wizard.
3. In Step 2 of the New Report wizard, for each customer and case field you chose in Step 1, create optional filtering
statements.
a. For each report field, choose a logical operator, then in the adjoining text entry area type (or if applicable,
select) a filter.
b. Click Next.
Agent Console displays the next step in the wizard.
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4. In Step 3 of the New Report wizard, perform the following:
n
Specify the date range for the report.
n
Choose the primary and secondary report fields Agent Console uses to order the data contained in the case
report, then choose the sort order of the two fields.
5. Produce and save the report. 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 save the report configuration and run the report, 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 Agent Console produces the report in Excel, click Save in the New Report wizard to save the report
configuration.
Create CRM Task Reports
Note: If enabled by Virtual Contact Center administrator, as an agent, you can create or download
custom reports to extract the desired customer data. You can always run a report even if the ability to
download the report is disabled.
You can extract specific task information by generating customized task reports. Agent Console allows you to create a
custom task report in just three simple steps using a wizard. The reporting wizard allows you to select the specific data
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you wish to report on. For example, you can generate a report to summarize the tasks generated in a particular month.
To generate a report for tasks:
1. Go to the Tasks tab.
2. in the header area, click Report.
Agent Console displays the Task Reports page.
3. in the Task Reports page, click New Report.
Agent Console walks you through the three-step New Report wizard.
If your contact center administrator has added custom fields to your Local CRM, the custom fields appear in the list
of fields.
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Note: To edit an existing report, select the report from the drop-down list of Task Reports, and
click Edit.
4. In Step 1 of the New Report wizard:
a. In the Report Title text entry area, type the name of the report.
b. Select a vertical or horizontal layout.
c. In the Fields to Include area, select the fields to be included in the report.
d. Click Next.
Agent Console displays the next step in the wizard.
5. In Step 2 of the New Report wizard, for each customer field you chose in Step 1, create optional filtering
statements.
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a. For each report field, choose a logical operator, then in the adjoining text entry area type (or if applicable,
select) a filter.
b. Click Next.
Agent Console displays the next step in the wizard.
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6. In Step 3 of the New Report wizard, perform the following:
n
Specify the date range for the report.
n
Choose the primary and secondary report fields Agent Console uses to order the data contained in the case
report, then choose the sort order of the two fields.
7. Produce and save the report. 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 save the report configuration and run the report, 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 Agent Console produces the report in Excel, click Save in the New Report wizard to save the report
configuration.
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Post and View Notification Messages
Agents can use Agent Console to send notification messages or notices to their own agent group.
All agents in the selected agent group receive the notice. Agents logged in to Agent Console receive the notice
immediately. Agents who are not logged in receive the notice the next time they log in to Agent Console. You can see
the Notices tab blinking red only if it is not in focus.
Send Notification Messages
As an Agent you may need to send a notification message or notice to your agent group. It is a fast and convenient way
to provide a warning or send a general message to other agents in the same tenant.
To send a notice:
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1. In Agent Console, go to the Notices tab.
2. Click the Post Notices tab.
3. In the Group list, select your agent group, or select All if you are a supervisor and want to send the notice to all
agent groups you are supervising.
You must select at least one agent group before you can send the notice.
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4. In the Priority area, select the priority level of the message, or select Pop-up.
Note: If you select Pop-up, 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.
5. Click Post Notices to send the notice.
View Notification Messages
Agents can view the broadcast or notification messages sent by their supervisor or other agents in Agent Console. The
Notices tab blinks red if you are logged in to Agent Console but working in another tab. If you are in Notices tab, go to
View Notices to see the new or old messages.
To view a notification message:
1. In Agent Console, select the Notices tab.
2. Click View Notices.
You can view the unread notices in this page. The notices are coded with colors based on their priority. Green
shows low priority, yellow shows medium, and red shows high priority messages.
The Old Notices section retains your previously-viewed notices until you log out of Agent Console. If the sender has
selected the pop-up option for the message priority, a notification window appears. The pop-up notice disables all
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recipients tools until you select the message box and click Close.
Broadcast Message During a Platform Switch
During a platform switch, agents receive a broadcasting message informing them of the platform switch. In addition to
the notification message, a red alert bar also shows up at the top of the control panel alerting agents and reminding
them to exhaust the interactions waiting in the queue. Agents are required to log out and log back in during the platform
switch as they may experience some instability.
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Use the Collaborate Feature
If your Agent Console account includes the Collaborate desktop sharing tool, you can use this feature to connect to a
customer's computer and directly control that computer to provide hands-on assistance. When you use Collaborate to
connect to a customer's computer, the customer sees every action you perform in real time. The customer can
disconnect their computer from the Collaborate session at any time.
Contact your contact center supervisor to verify that your computer and network configuration permits the use of the
Collaborate feature.
To use the Collaborate feature, you need to perform the following high-level tasks:
1. From the Menu drop-down of the Control Panel, open 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. Use the Collaborate feature to connect to the customer's computer.
4. Once connected, use the Collaborate feature to provide hands-on assistance.
Establish Collaborate Sessions
Perform the following procedure to establish a Collaborate session.
To establish a Virtual Contact Center Collaborate session:
1. Click Collaborate from the Menu drop-down of the Control Panel.
Agent Console displays the Collaborate page.
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2. In the Collaborate page, click Generate Session.
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, 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 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 and click Share My Computer.
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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 again.
d. When the 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 they can click Disconnect Now in their Collaborate session to immediately end
the session.
4. In Agent Console, in the Collaborate page, click Launch Viewer.
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 to provide hands-on assistance.
5. To end the Collaborate session, click Disconnect in your session window.
You can also direct the customer to click Disconnect Now in their Collaborate session.
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Access Virtual Contact Center Analytics
Supervisors and agents can launch 8x8 Virtual Contact Center Analytics from Agent Console, eliminating the need for a
separate login. 8x8 Virtual Contact Center Analytics is a new generation tool that extracts raw contact center metrics
and presents data in easily comprehensible visual charts. As an agent, you can see your performance metrics and
assess your productivity. For example, you can answer questions such as: How many calls have I answered this week?
Or, What was my average processing time in the last month?
Using Virtual Contact Center Analytics you can see information such as total number of transactions presented to the
agent, the total number of accepted, rejected, or abandoned calls, total processing time and so on.
To access Virtual Contact Center Analytics:
1. Log in to Agent Console.
2. Click
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3. Select Business Intelligence to launch the 8x8 Virtual Contact Center Analytics tool.
The dashboard launches in a separate browser window.
4. Use the navigation menu on the left to access dashboards and create custom reports.
To create an agent based report:
Agents can create reports only for themselves, but supervisors can create a report for the agents they supervise,
1. Go to Create Reports from the navigation menu.
2. Click the drop-down and select Agent Transactions.
All the available metrics for agents show up in Measures.
3. Select the desired metrics such as Total Accepted, Total Rejected, Total Processing time etc.
4. Select the desired agent groups by adding Agent Group in Dimensions.
5. Then select a time range for the report such as a desired day, week, month, quarter, or year in Dimensions.
6. Click to run the report. The report appears in a table.
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Customer Experience
Customer Experience
Customer Experience provides contact center agents with an interaction overview specific to the agent, as well as an
overview of the caller's experience once the call enters the contact center. It shows a detailed view of the recent calls
with full filtering options, helping agents assess and improve their performance and quickly find the call detail
information.
An agent can launch 8x8 Customer Experience from Agent Console, eliminating the need for a separate login. Refer to
the Agent Console guide to learn more about logging in.
Features
Customer Experience for agents provides:
n
An analytical application providing interaction information specific to the agent.
n
A graphical call flow presentation of the customer interactions inside Virtual Contact Center.
n
An advanced search criteria to locate a call.
n
The option to download data in Excel and PDF formats.
Log in
To access Customer Experience in Virtual Contact Center:
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Customer Experience
1. Log in to Agent Console.
2. Click the Application Selector
in the Control Panel.
3. Select Customer Experience.
The dashboard launches in a separate browser window.
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Access Recent Calls
In Customer Experience, agents can filter and view their recent calls. It provides a detailed map of the call journey from
the time the call enters the contact center until the time the call is terminated. It also answers questions such as who
answered the call, how long the call remained in the queue, whether the call was transferred, how long the call was on
hold, caller's phone number and name, and much more.
Use Cases
As a contact center Agent, you can find:
n
Repeated Calls Count: Find out if the incoming calls are legitimate coming from real customers, or they are
machine-generated spam calls made from the same telephone number. Spam calls can affect the productivity of
the agents and increase unnecessary work load, not to mention the impact on branding or social image of your
company.
n
Calls that are hung up by the agent: View if the calls are hung up by the customer or the agent.
n
Calls that are rejected by the agent: View the calls that are rejected by the agent, to determine the agent's
performance.
n
Agents who have performed verification calls: Virtual Contact Center requires agents to perform verification
calls in the agent application. If an agent forgets to complete this requirement before their first live call, the agent's
phone may not work properly as a VCC agent workplace phone to receive calls.
n
Calls that are put on hold: View number of times a call was put on hold. An agent who puts a call on hold more
than two or three times may require additional training. The length of the hold time is also used to track agent
performance.
n
Calls that are transferred: View number of times a call was transferred. An agent who transfers too many times
may require additional training. It can also indicate an issue with the IVR if calls are not routed to the right agents.
n
The type of call transfer: View the type of transfer such as calls transferred to a queue or another agent.
n
The amount of time calls waited in queue: Find out how long the calls have waited in the queue.
n
The number of times agents put themselves on mute: View the number of times agents put themselves on
mute during a call. Excessive mute counts may be an indicator to research root cause of behavior.
Example
To achieve any of the above results, a simple search is all you need. For example, transfer count shows the number of
times a call is being transferred to another agent or queue. The following steps shows how to achieve such results:
To track the number of transfers:
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1. In Customer Experience, open Recent Calls.
2. Under Call section, select Inbound for Call Type.
3. Under Call section, select Transfer Count and enter other range of transfers.
4. Click Submit.
5. The results appear in the right panel, showing the calls with number of transfers within the range.
To access Recent Calls:
1. In the Customer Experience dashboard, click
to open Recent Calls.
2. Apply the desired filters and click Submit.
The search results appear on the right.
The following table shows the filters available in Recent Calls:
Avail
able
Filter Description
Grou
ps
Tenant
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Channel: Choose a phone channel from the list. You can search by a service channel number, or channel name.
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Avail
able
Filter Description
Grou
ps
n
Caller: Search by the inbound caller's name or caller's phone number. Searches can be done using * as wildcard in
the string.
n
Date
VCC Transaction ID: A unique ID assigned to each interaction that enters Virtual Contact Center.
Specify the date and time range to filter data displayed.
Range
Call
n
Call Direction: Select the direction of calls such as Inbound or Outbound.
n
Call Type: Select the type of calls such as Queued, No Queue, Verification, and more:
o Queued: Select the calls that entered a queue after IVR.
o No Queue: Select the calls that did not go through a queue, such as outbound calls made directly on PSTN by
an agent.
o Direct Agent Routing: Select the calls that were routed to an agent directly.
o Agent to Agent: Select calls that were made between agents.
o Verification: Select verification calls, the calls placed by an agent at the beginning of their shift to test if they
can receive calls.
o PCS Callback: Select system-dialed Post Call Survey calls in response to call back opted by customers.
o Hangup in IVR: Select the inbound calls that hung up in the IVR.
o Voicemail: Select the calls that were forwarded to voicemail, such as calls that are rejected by agent.
o Call Forwarded: Select the calls that were forwarded to an external number or an IVR.
o Direct Agent Access: Select the calls that went directly to an agent.
o My Recording: Select the calls that were placed by agents to record personal greetings.
n
Hangup By: Select Hangup filter option(s) to report on agent, caller or system. System hangup is an event
terminating a call, for example, reaching the IVR Default Termination or an IVR Exit point with a hangup object.
n
Outcome: Select one or more calls outcome such as calls rejected by agent, or calls that the caller spoke to an
agent, etc.
n
Transfer: Select one or more call transfer options to report on, such as transfer to an agent, another number, or a
queue.
n
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IVR Exit Points: Select one or more conditions to report on, such as transactions that were queued from the IVR,
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Customer Experience
Avail
able
Filter Description
Grou
ps
or calls hung up in the IVR.
n
Repeated Calls Count: Enter the number of times a call was repeated (coming from the same caller's number)
within a specified time. With the help of this filter you can analyze cases such as:
o Call efficiency.
o Track spam calls coming into the call center.
o Detect poor response from the call center agents, whether the issue was resolved after the first call, or the
agent lacked the knowledge to resolve the issue.
o Whether the callback option was effective.
o Whether the routing option was designed properly.
n
Call Duration: Select calls that lasted a specific time range; for example, calls that lasted from 1 to 45 seconds.
n
Time in Queue: Enter the duration of the time the call waited in a queue. It shows the total wait time before
connecting to an agent.
n
Time in IVR: Enter the amount of time a call or transaction spent in IVR before it was routed to a queue or agent.
n
Transfer Count: Select a range count on the number of times a call was transferred.
Agent
n
Call Duration: Filter the duration of calls in seconds, minutes, or hours.
Calls
n
Total Hold Duration: Enter the total duration of time the call was placed on hold by an agent.
n
Hold Count: Enter the number of times a call was placed on hold by an agent.
n
Mute Count: Enter the number of times a call was placed on mute by an agent. The ability to count the number of
mutes can address the need for Hold and Mute SLA reports, or detect any undesirable behavior by agents who
may mute customers to fake one way audio.
Note: For a faster search, save your filters and apply them the next time you need.
Save Your Filter
You can save your search filters, and run them the next time you need for a faster search.
To save your search filter:
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1. While in the Recent Calls, select the filter criteria you would like to apply.
2. Click Save As.
3. Enter a Criteria Name and Criteria Description.
4. Click Save As again.
Your search filter is saved and added to the filters drop-down list. You can apply your saved filter to the active
calls.
5. To update or modify your saved search, make changes in the filters, and click Save.
To delete the saved search from the filters drop-down list, click
next to that search in the list.
to show or hide Column Settings.
3. Click
To return to the default column view, select Reset to Default. To go back to Recent Calls, click outside the
column settings. The selected settings are applied.
Fields in Column Settings
Fields
Column
Description
n
Settings
Abandon Time: Shows the duration from the time the call enters the queue until the caller hangs up before
speaking to an agent.
n
Agents: Shows the agent who handled the call.
n
Call Date: Shows the date the call was made. You can sort the column by call date.
n
Call Direction: Shows the direction of calls such as Inbound or Outbound.
n
Call Duration: Shows the duration of the call in hours, minutes, seconds, and milliseconds (HH:MM:SS.MS).
n
Call Start Time: Shows the start time of the call in HH:MM:SS. You can sort the column by date, but not by
time.
n
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Call Type: Shows the type of calls such as Queued, No Queue, Verification, etc.
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Fields
Description
n
Caller Name: Shows the caller's name or number as it is presented to 8x8 by the caller's phone carrier.
n
Caller Phone Number: Shows the caller's phone number.
n
Destination Number:Shows the destination number such as web callback.
n
Dialing Channel: Shows the channel number the call has been made to or from.
n
Hangup By: Shows the party who disconnected the call, such as agent, customer, or system
n
Hold Count: Shows the number of times the call was put on hold.
n
Max Hold Duration: Shows the longest hold time for each call.
n
Mute Count: Shows the number of times an agent has muted a customer.
n
Queues: Shows the queue name the call was put into.
n
Time in IVR: Shows the amount of time the call was in IVR in hours, minutes, seconds, and milliseconds.
n
Total Hold Duration: Shows the total hold duration for each call if a call was placed on hold.
n
VCC Transaction ID: A unique ID assigned to each interaction that enters Virtual Contact Center.
n
Wait Time In Queue: Shows the wait duration before the caller speaks to an agent.
4. For a quick search in Recent Calls tab, use the free-text search capability.
5. To refresh the filtering results, click Reset.
Notes:
-The Reset button only refreshes your current search. For a new search, click Reset, enter your
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search criteria, and click Submit. If you do NOT select a filter, today's date and time from midnight
(00:00) to your current time is automatically selected. If you do NOT select a specific IVR script, all
scripts used during the time period is included in the report.
-If you choose to save your search filters, remember to set the ending time till the end of the day (for
example, select 23:45, or type 23:59 manually) to include all calls in that day.
6. To start a fresh search:
a. Click Reset.
b. Click OK for confirmation.
c. Enter new search filters, and click Submit.
7. For more actions:
n
Click
or
to download your results with today's date and time stamp.
n
Click
to log out of Customer Experience.
n
Click
under Actions to see Call Flow and more information about each individual call.
Access Call Flow
The Call Flow diagram shows each call's journey from the time it enters the contact center until the time the call is
terminated. The event information is represented by Icons.
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Call flow also tracks multiple call legs in the customer journey. Multiple transaction IDs displayed for a single interaction
means that the customer call was involved in multiple legs of communications. This may include multiple agents or
queues along the call path.
Call flow provides three visual views of the call journey from the time it arrives in Virtual Contact Center until the time it
is terminated:
n
Call Detailed View: Presents the end-to-end customer interaction, a detailed call analysis of a customer call
going through different phases such as: the time an inbound call comes into the system and answered by VCC, the
time the IVR script is applied to the call, when the call is forwarded to a queue, and the amount of time the call
spends in the queue until the call is terminated. You can collapse or expand the IVR events by clicking + or - next to
the IVR icon. Collapsing the IVR events allows the call center managers to focus more on an agent's call
interactions in a call flow.
n
Call Timeline: Is an interaction recording presenting a linear view of the call journey. When you Play the timeline
recording, it highlights the IVR events depicted by call flow icons in the order the call was processed through the
system. Individual timeline rows are displayed for agents and the caller on separate lines as well as for the inbound
leg, agent leg, and customer leg of the calls.
n
Call Duration: The Call Duration shows a pie chart with duration time data for the call being viewed. The Call
Flow pie chart shows a call's time break-down. The pie chart is read clock wise and follows the coloring of the
legend: IVR Treatment Time, Wait Time in Queue, Hold time, Mute Duration, Handling Time, and Application
Processing Time. The Application Processing Time is the total time of a call minus other times spent for IVR
treatement, wait time in queue, etc. during a call.
The following table shows the top row legend in the call flow diagram that presents critical information pertaining to the
call:
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Legend
Description
VCC Transaction Indicates the unique ID for each leg of the call. A VCC Transaction ID is assigned to each interaction that enters VirID
tual Contact Center. For example, two transaction IDs indicates the call has been transferred.
Call Direction
Indicates if the call is an inbound or outbound call.
Hangup By
Indicates if the call is ended by the agent, customer, or system.
Call Date
Lists the date of the call in MM/DD/YYYY format.
Call Start Time
Lists the start time of the call in HH:MM:SS format.
Tenant
Presents the name of your tenant.
The following table shows different groups of icons in a Call Flow, designated by colors. Each icon represents an event
or activity that is taking place during the call. Hover over or click each icon to see an information box. The IVR events
can be collapsed and expanded by clicking + or - next to the icon. In long calls, it helps focus on agent call's interactions.
Available Icons
Description
Indicates incoming calls, when the call is ringing, and when the call is answered.
Indicates IVR script events such as forward to queue, say, or get digit, schedule, open, closed. You can collapse oexpand the IVR events by clicking + or - next to the IVR icon. It helps focus on agent call interactions.
Indicates outbound events, such as dialing an external number, Queued call back or a Post Call Survey call
back.
Indicates the duration of time the call waited in queue .
Indicates the actions and events handled by the agent.
To access call flow:
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1. In the Customer Experience dashboard, click
to open Recent Calls.
next to the desired call record, or double-click a call row to launch and display the Call Flow diagram.
2. Click
Example
In the following example, the call flow presents a simple call coming to the queue, answered by the first agent and
transferred to the second agent in the same queue.
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1. The call comes in to Virtual Contact Center.
2. The call is treated with an IVR and the caller selects an option from the IVR menu. The call is then forwarded
to a queue.
3. The call is offered to an agent; the agent's workplace phone number is being dialed. The agent accepts the
call to connect with the caller.
4. The agent transfers the call to the second agent.
3. For more actions:
n
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Click
in Call Timeline to track the call journey.
The tracker takes you to every second of the call highlighting the event.
to show and hide Call Duration details.
n
Click
n
Click
to close the Call Flow browser window.
n
Click
to log out of the Customer Experience application.
196
Glossary: Administrator – Caller Name (CNAM)
another program. See also, Virtual
Contact Center Integrations.
GLOSSARY
Automatic Call Distribution
(ACD)
ACD uses the number called and
A
programmable call distribution logic to
route incoming telephone calls to
Administrator
agents with the skills necessary to
efficiently process the interaction.
The person who uses the
Configuration Manager to configure
Automatic Number
Identification (ANI)
the contact center's resources and
behaviors. An Administrator can be
the Primary Administrator with
ANI identifies the origination number
unrestricted access to all the
of a call offered to an Agent.
configuration objects or a Role Based
B
Administrator with full or partical
configuration rights.
Billing Telephone Number
(BTN)
Agent
Agents use the Agent Console to view
For customers with multiple separate
and manage customer interactions.
telephone numbers, the BTN
Virtual Contact Center supports
consolidates those multiple numbers
Regular agents and Supervisor
under a single phone number for
agents.
billing purposes.
Agent Console
C
Virtual Contact Center's browserbased graphical user interface (GUI)
Call Treatment Choice
used by Agents to manage customer
Refers to choices within a schedule
interactions.
which allows a time based selection of
treatment choices when interactions
Application Programming
Interface (API)
enter a Virtual Contact Center tenant.
Caller Name (CNAM)
An application programming interface
(API) defines the way an external
An enhanced Caller ID feature that
program can request services from
displays both the number and name
- 197 -
Glossary: Calling Line Identifier (CLI) – Desktop Sharing
for an incoming voice call. To provide
Configuration Manager (CM)
the value-added CNAM service, the
The portion of the Virtual Contact
carrier uses the originating caller's
Center application used by the contact
phone number to locate the caller's
center's administrator to define and
name in the carriers' names database,
configure the resources and
then transmits both the number and
operational behaviors of the center's
name to the CNAM-enabled
tenant.
customer.
CRM API
Calling Line Identifier (CLI)
The CRM API component of the
The intended display number of the
Virtual Contact Center Integrations
calling party. In some network
enables third-party processes to
configurations, the CLI contains the
access the internal CRM data.
calling party's Billing Telephone
Custom Role
Number (BTN) or Charged Party
Number (CPN) to be displayed
An administrator defined role with
instead.
custom privileges is called a custom
role. Any role other than the system
Channel
defined Super User role is referred to
Phone, email, or Web chat
as the custom role.
interactions arrive at a tenant on a
Customer Relationship
Management (CRM)
channel. Virtual Contact Center uses
skills based routing rules to place
interaction requests into the
The Virtual Contact Center CRM
appropriate Queue.
stores the contact center's customer,
case, and follow-up data. Numerous
Collaborate
third-party CRM products also exist.
See Desktop Sharing.
Two examples of third-party CRM
applications are Salesforce and
Computer Telephony
Integration (CTI)
NetSuite.
CTI allows data associated with an
D
incoming call or chat request to be
presented to the responding agent in
Desktop Sharing
real-time. Virtual Contact Center CTI
If authorized, an agent can use the
typically presents this data as a
Collaborate Desktop Sharing feature
"screen pop".
to view and control a customer’s
- 198 -
Glossary: Direct Agent Access – Outbound Phone Codes
remote computer for purposes of
Interactive Voice Response
(IVR)
providing assistance.
IVR enables touch tones to guide
Direct Agent Access
customer interaction with the contact
In an IVR script, direct agent access
center. For example, an IVR script
permits a caller to reach an agent
could direct a caller to Press 1 to be
directly rather than through skills-
connected to Sales or Press 2 to be
based routing logic.
contacted to Support.
E
Intra Day Scheduler
Refers to the functionality of the
Email Script
tenant that allows creating multiple
A set of instructions that determine
recurring choices within a day.
and direct the treatment and routing of
an incoming email interaction.
IVR Script
A set of instructions that prompts
G
callers to choose options, then uses
those choices to determine the
Group
optimal routing of an incoming phone
A group is a collection of agents
interaction. See also, Interactive
created for management or reporting
Voice Response.
purposes. Groups can be functional
(for example, Technical Support) or
O
organizational (for example
Supervisor Mary’s Team). Each agent
Outbound Phone Codes
can be assigned to only one group,
Outbound Phone codes offer a means
and cannot view or access information
to set a specific calling line identifier
about other groups or group members.
(caller ID) and optional outbound
queue for outbound calls from your
I
tenant. Outbound Phone Codes also
may be used to track the purpose of
Interactive Chat Response
(ICR)
an outbound call.
Interactive Chat Response specifies
the message sent in response to a
new chat interaction.
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Glossary: Primary Administrator – Service Level Agreement (SLA)
orders required to direct your contact
P
center's phone numbers to your Virtual
Contact Center client
Primary Administrator
An adminstrator with unrestricted
Role
access to all the configuration objects
A role defines a set of privileges to
in the Configuration Manager.
configure a Virtual Contact Center
tenant. A role can be system defined
Q
or administrator defined.
Queue
Role Based Administrator
A queue is an ordered collection of
An administrator who assumes a role
interactions waiting to be served by
with full or partial configuration rights
agents qualified to respond to these
to the Virtual Contact Center.
interactions. In addition to enabling
Role Based Management
the call center administrator to
customize how incoming interactions
Role Based Management is the
are prioritized and routed, queues also
functionality of Virtual Contact Center
ensure that interactions are never lost
that allows a tenant to distribute the
or discarded.
configuration management
functionality among multiple roles.
R
S
Reporting API
Screen Pop
The Reporting API component of the
Virtual Contact Center Integrations
The Screen Pop component of the
enables third-party processes to
Virtual Contact Center Integrations
access statistical reporting data, and
enables third-party CRMs to display
status information.
information in the Agent Desktop. See
also, Computer Telephony
Responsible Organization
(RespOrg)
Integration.
Service Level Agreement (SLA)
The entity that controls and maintains
a phone number. Telephone carriers
A commitment to process some
are the most common type of
number of interactions within a
RespOrg. 8x8's provisioning
specific period of time. Service Levels
department processes the RespOrg
are generally defined as X percent of
interactions answered within Y
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Glossary: Skill – Transaction Code
seconds measured over Z minutes. In
Super User role cannot be edited or
the Configuration Manager, use a
revoked.
queue's SLA tab to generate an alert
Supervisor
whenever interaction processing levels
fall below a specified commitment
An agent with the supplementary
level.
privileges required to create FAQ
categories and answers, monitor
Skill
agent interactions in progress, listen
A qualification that associates a
to recordings of previous interactions,
particular queue to an agent.
and create reports for the agents
groups they supervise.
Skill Levels
Support Center
For each agent, Virtual Contact
Center uses high, medium, and low
In Configuration Manager, use the
skill level identifiers to prioritize the
Support Center page to create
distribution of interactions across the
customer-facing support Web page for
pool of available agents.
your contact center, and specify the
contact -- FAQs, desktop sharing,
Status Codes
chat, email -- available from that
The Status Codes feature enables
page.
agents to supply supplemental
information about why they changed
T
their state. Status Codes provide
Tenant
enhanced workforce planning and
management. For example, status
Your unique and secure contact center
codes could be created for different
instance running on a 8x8 platform.
categories of breaks such as Break for
You use the Configuration Manager to
Lunch, Break for Meeting, and so on.
create and configure all aspects of
your contact center's resources and
Super User
operational behaviors, including
The system defined role with
groups, incoming channels, queues,
unrestricted access to configure all
agents, routing scripts, skills,
administrative areas of the
monitoring, recording, and reporting.
Configuration Manager. Primary
Transaction Code
Administrator inherits the Super User
role automatically. Multiple
The Transaction Codes feature
administrators can be assigned to the
enables agents to supply
Super User role. Privileges to the
- 201 -
Glossary: Triggers – Weekly Schedule
supplemental information about the
W
reason for or outcome of an
interaction. Transaction codes provide
Wallboard
enhanced metrics or enable the calling
The 8x8 Wallboard for Virtual Contact
line ID on an outbound call to be
Center presents real time metrics of
modified. For example, transaction
your contact center operations
codes could be created for different
allowing supervisors to manage
categories of sales activities such as
customer demand proactively.
Initial Contact, Prospect, Customer
Satisfied, and so on.
Web Application Programming
Interface (WAPI)
Triggers
Deprecated term for the optional 8x8
The Triggers component of the Virtual
Integrations package.
Contact Center Integrations invokes a
remote third-party process whenever
Weekly Schedule
an agent creates, deletes, or edits
Defines recurring day-of-week/time-of-
internal CRM record.
day treatment choices. These are
typically normal business hours.
V
Schedules follow the defined weekly
pattern unless superseded by date-
Virtual Contact Center
specific Special Events.
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.
Virtual Contact Center
Integrations Suite
An optional package containing the
CRM API, Screen Pop, Triggers, and
Reporting API components.
Voice over IP (VoIP)
The use of the Internet Protocol (IP)
to carry telephone calls.
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