mycontactcenter Agent

Transcription

1 mycontactcenter Agent Version ilogixx Limited mycontactcenter Page 1 of 94

2 Contents mycontactcenter Agent 1 Legal information 5 Technical background 6 Requirements 7 Installation 9 Client application 10 The client modes 10 Softphone mode 10 Standalone mode 10 Wrap-up handling 11 Dynamic wrap-up 12 Activity handling 12 Integrated softphone 13 Microphone mute 15 Call recording 15 Conversation transfers 16 Conversation moves 18 Conversation data 19 Status of conversations 20 Browsing the web 21 Chat 23 Call handling 24 Mail, fax and web-chat handling 25 Mail and fax answering 25 Supervising s and faxes 28 Web-Chat answering 29 Manual conversations 31 Qualified manual conversations 31 mycontactcenter Page 2 of 94

3 Private manual conversations 32 Data for manual conversation creation 32 Personal statistics 32 Personal short statistics 34 Skill settings 35 Language settings 36 Configuration 36 Configuring hot-key settings 37 Additions 38 Agent status / status bar 39 Log in indicator 41 Recording indicator 41 Microphone indicator 41 Supervisor agent 43 Change agent states 43 Handling conversations 43 User interface elements 46 Working with components 46 Working with the layout design 48 Working with tables 51 Reporting 53 mycontactcenter Reporting 53 Technical background 53 Creating new report designs 54 Designer elements 54 Create tabular report 57 Creating groups 59 Creating group summaries 61 Create charts 62 mycontactcenter Page 3 of 94

4 Report parameters 66 Calculated Fields Description 67 Overview of the criteria language syntax 67 Calculated Field Examples 68 Report Scripts 68 Report fields 70 Agent report fields 70 Conversation report fields 74 Conversation raw data report fields 78 Actions values in agent reports 82 Channel states in reports 82 Conversation types in reports 83 Conversation state in reports 84 Action values in conversation reports 86 Activator in agent reports 87 Channel types in reports 87 Pick modes in reports 88 Disconnect reasons in reports 88 Addendum 90 Tracing 90 Icons 90 Agent state icons 90 Call state icons 91 state icons 92 Fax state icons 92 Login indicator icons 93 Recording indicator icons 94 Microphone indicator icons 94 Browser icons 94 mycontactcenter Page 4 of 94

5 Legal information Whilst ilogixx Limited attempts to convey accurate and current information in relation to the functionality of mycontactcenter and this documentation, the information provided in this user guide may contain typographical or technical errors. This documentation, including all information contained herein is provided as is, without any warranty of any kind, whether expressed or implied, including, but not restricted to, any implied warranties of merchantability or fitness for a particular purpose or non-infringement. Trademark: mycontactcenter and mycc are registered trademarks of ilogixx Limited. All other trademarks and product names are trademarks or registered trademarks of the respective owners. This documentation is proprietary intellectual property of ilogixx Limited. Reproduction, adaptation, or translation of this documentation without the express written consent of ilogixx Limited is prohibited and will be prosecuted as a violation of intellectual property rights. mycontactcenter Page 5 of 94

6 Technical background mycontactcenter is a call center extension to SwyxWare. It adds sophisticated automatic call distribution (ACD) functionality to SwyxWare including skill and language based routing, real-time monitoring and statistics as well as preview and predictive outbound dialing. and fax routing is supported as well, using an existing server and to fax gateways. The automatic conversation distribution is based on agent's skills and languages and includes an escalation mechanism. The escalation process is based on the skill and language levels that the agents are configured for. Escalation takes place if no agents are available in a specific qualification level (based on the skill and language level combination). The conversation is escalated to the next best qualification level until the ACD (automatic conversation distribution) finds an available agent. The outbound component supports preview, predictive and broadcast dialer mode. Every outbound campaign gets assigned a skill and language. mycontactcenter Page 6 of 94

7 Requirements mycontactcenter has been specifically created to extend the capabilities of SwyxWare, an IP based telephony system. mycontactcenter uses several standard Microsoft technologies. The following section lists the minimum software requirements to install and run mycontactcenter: Windows Server 2008 R2 SP1/ 2012 / 2012 R2 / 2016 server - for the server and dispatcher Microsoft.NET Framework Microsoft SQL Server (Express) 2012 / 2012 R2 / 2014 / 2016 Windows 7 SP1 / Windows 8 / Windows 8.1 / Windows 10 for client software, wallboard and administration Administration runs on Windows Server 2008 R2 SP1/ 2012 / 2012 R2 / 2016 SwyxWare Version 7.0 (or newer) with SwyxWare ECR and optional SwyxWare Monitoring Licenses mycontactcenter uses the TCP/IP network protocol as its method of communication between the client application and the server. The required software is not part of mycontactcenter and has to be ordered separately from a reseller. mycontactcenter uses the Microsoft.NET Framework which enables applications to run in 32 bit and 64 bit. Some limitations exist for different components of mycontactcenter in 64 bit. Component Limitation No 64 bit package provided because the underlying SwyxWare softphone supports Agent only 32 bit Administration Dispatcher Logger Server 64 bit and 32 bit administration is delivered Only 32 Bit is delivered, as SwyxWare only supports 32 Bit DLL loading 64 bit and 32 bit loggeris delivered 64 bit and 32 bit server is delivered. The 64 bit server does not support campaigns in predictive dial mode because the underlying SwyxWare softphone for server side dialing supports only 32 bit mycontactcenter Page 7 of 94

8 Component Wallboard Limitation 64 bit and 32 bit wallboard is delivered mycontactcenter Page 8 of 94

9 Installation The mycontactcenter client application has to be installed on each agent s PC or on the terminal server. Installation of the PBX's softphone and the Microsoft.NET Framework is also required. After the successful installation of PBX's softphone and Microsoft.NET Framework 4.6.2, run the mycontactcenter agent.msi. The installer will guide you through the installation. The mycontactcenter client do not need any further configuration. In Standalone mode the mycontactcenter agent will ask for PBX login credentials to be used. Those credentials are stored and reused the next time the mycontactcenter agent is started. mycontactcenter Page 9 of 94

10 Client application The mycontactcenter client application provides the agents with information about the current calls, their personal statistics, and information about the other agents. This application is also used by agent to pick up calls (if Quick Pick is enabled) and request wrap-up time or activities. As mycontactcenter agent can be used in standalone or softphone mode, a short introduction to the differences is made first. The client modes The mycontactcenter client can be run in different modes. The mode depends on the fact that the client first searches for a running softphone for the underlying PBX. If successfully found the mycontactcenter client will run in softphone mode, otherwise in standalone mode. In standalone mode mycontactcenter client registers itself to the PBX with the installed softphone. Softphone mode This mode does expect a running softphone. Starting mycontactcenter client searches for a softphone logged on to the PBX. If a logged in softphone is detected the mycontactcenter client switches to softphone mode. Standalone mode This mode does not expect a running softphone; however an installed one is expected. Starting mycontactcenter client searches for a softphone logged in to the PBX. If no logged in softphone is detected the mycontactcenter client switches to standalone mode. mycontactcenter Page 10 of 94

11 If not yet given mycontactcenter client will ask for login credentials to the PBX. It is possible to use Windows logon credentials by activating Windows logon check box. Having done this, the current Windows users data are used to logon to the PBX. If Windows logon is not activated, the User Name and Password of an existing PBX user must be entered to login to the PBX. Wrap-up handling By clicking the wrap-up button, the agent is effectively requesting to change to wrap-up mode. Wrap-Up requests are answered automatically by the mycontactcenter server, based on the constraints system or from a responsible supervisor. There are three possible responses: 1. Wrap-up permitted The agent changes to wrap-up mode 2. Wrap-up with warning - The agent is presented with a popup window asking to confirm that they really need to wrap-up 3. Wrap-up denied The agent is not permitted to change to wrap-up mode and is inform with a popup window. If an agent successfully changes to wrap-up mode, the wrap-up button changes color to red. Whilst in wrap-up mode no conversations will be presented to the agent. By clicking to button again, the agent leaves wrap-up mode and color of the button changes back to green. Alternatively, the agent can use the hotkey configured in mycontactcenter configuration to request a change to wrap-up mode. mycontactcenter Page 11 of 94

12 Dynamic wrap-up In case ACDs are configured for dynamic wrap-up, an agent can also be switched to dynamic wrap-up. This state is indicated by an orange colored wrap-up button. Dynamic wrap-up is released automatically after a defined period of time. However, the agent can terminate dynamic wrap-up by clicking twice the wrap-up button. Activity handling To request an activity, an agent can either click the button or use the corresponding hotkey. If a request is responded to positively, the agent changes to the requested activity state and the activity button changes to either or. Those two different activity indicators show two different activity types: Activity without delivery of any conversations Activity with delivery of conversations In the first case no conversations will be presented to the agent, whilst in case 2 this is still possible. If the agent clicks on the activity button again, they finish their activity and make themselves available to receive conversations again. After an agent has chosen the type of the activity he will request and has clicked the OK button, the activity request is sent once. The activity request can be answered in one of three possible responses: 1. Activity confirmed - The agent changes to the requested activity 2. Activity with warning The agent receives a warning popup window, to which they have to confirm that they really do require the requested activity 3. Activity denied - The agent is not permitted to switch to the requested activity mycontactcenter Page 12 of 94

13 Integrated softphone To invoke the integrated softphone the button in the status bar or the top must be pressed. The softphone is opened. The softphone hast multiple lines, a two lines display, a skill and language selector, a recording button and a CTI button. Icon Meaning Inactive line of the softphone Button to start, stop and proceed a call recording Button for changing the CTI state of the softphone To start a phone call manually, the phone number can by entered directly or copy/past into the number field. Having entered the number click on a line button and the number will be dialed, alternatively enter can be pressed. Switching between lines is possible once a call is established to transfer it to another destination. Additionally a line can be put on hold or hooked on. If an established call should be transferred, the second line must be used to dial to the destination. If both lines are connected the call can be transferred with the context menu entry transfer. mycontactcenter Page 13 of 94

14 The CTI states are indicated by different Icons of the CTI button: Icon Meaning Inactive and it is possible to toggle the CTI state CTI is established CTI link failed, but required (Terminal server session or required) CTI not possible The Recording is indicated by: Icon Description Current conversation can't be recorded or no conversation in progress Current conversation is recorded Current conversation can be recorded Line status are indicated by: Icon Meaning Line is active Line is on hold Line is being alerted or ringing Line is in any other state mycontactcenter Page 14 of 94

15 Icon Meaning Line is idle Microphone mute The microphone can be muted by use of then button. Pressing the button will toggle between muted and active microphone. If the softphone runs in CTI mode the microphone muting is not possible. Call recording Within mycontactcenter client it is possible to record conversations. The recording feature must be available and licensed properly for the used softphone and / or the underlying PBX to work. A recording is started by pressing the record button while it is colored red. To stop or pause a recording the green colored recording button must be pressed. A conversation can be recorded in parts, so a recording can be paused and proceeded as needed. Each time a recording is started or proceeded, depending on the PBX and PBX's configuration an informational beep is played to both parties. If the conversation is finished, the recording will be stopped. Icon Description Current conversation can't be recorded or no conversation in progress Current conversation is recorded Current conversation can be recorded mycontactcenter Page 15 of 94

16 Conversation transfers Conversation transfers are made easy in mycontactcenter agent application. Either the standard procedures of the running softphone of the PBX are used or the quick buttons inside mycontactcenter agent are used. Any conversation type has in its answering forms the switchboard symbol that allows for conversation transfers. For phone calls this button is in the quick menu bar of the agent itself. The quick buttons are shown for each agent in the agents overview within the mycontactcenter agent. If a call was accepted by an agent, the agents overview shows for each agent the transfer method possible, either direct transfer or private queued transfer. Icon Meaning Call will be transferred directly, communication with destination possible Direct transferred call connected. Clicking will finish transfer Call will be transferred as private queued call. No conversation with destination possible mycontactcenter Page 16 of 94

17 Icon Meaning will be transferred directly will be transferred as private queued Fax will be transferred directly Fax will be transferred as private queued Fax Web-Chat will be transferred directly Web-Chat will be transferred as private queued Web-Chat In case of a direct transfer a click on the will initiate the transfer by calling this agent on a second phone line. The button will change to once the agent is contacted. If the destination agent has picked the call the button turns to orange. If the call should be transferred to the agent a click on the button will transfer the call and sets the transferring agent to available again. If the transfer of the call should be interrupted and the agent wants to get back to the caller the agent must click once on the button to stop the transfer. If the transferred call was not yet connected to the destination the call will be active immediately. If the call was connected to the destination it will stay on hold while the connection to the destination is terminated. In this case a second click on will activate the call again. button mycontactcenter Page 17 of 94

18 If the destination agent is not available the call can be transferred as private queued prioritized call. In this case the transfer button is the transferring agent available as soon as possible.. A click on this will initiate the private queued transfer and makes Conversation moves Conversation moves in mycontactcenter are used to easily move a conversation from one skill to another once connected. Additionally the move can include a language switch if needed. To use conversation moves within the agent the Switchboard must be selected. The button is available in any conversation answering form and the agent itself -for phone calls. To move a conversation into another skill or skill-language either click on the appropriate skill or select the additional language for the move from the context menu of the appropriate skill. Once a conversation is connected all possible target skills / languages are indicated by symbols and the skills name. mycontactcenter Page 18 of 94

19 Icon Meaning Call can be transferred into skill with the original language Call can be transferred into skill but the original language is not available yet can be transferred into skill with the original language can be transferred into skill but the original language is not available yet Fax can be transferred into skill with the original language Fax can be transferred into skill but the original language is not available yet Web-Chat can be transferred into skill with the original language Web-Chat can be transferred into skill but the original language is not available yet Conversation data Each conversation may have a set of conversation attached data. These data are presented within the conversation menu item. When a conversation is presented to the agent, the conversation attached data are presented here as a list. The first column holding the Key and the second column holding the Value. The list is grouped by the different conversations handled by the agent at a time. To quickly use conversation attached data in other applications, the data or key can be copied to the clipboard with a double click on the data to be used. Having done this, the data can be pasted to other Win- mycontactcenter Page 19 of 94

20 dows applications (as long as they support text pasting). Status of conversations Status shows all current conversations with a skill and a language requirement that matches the agent s settings. Additionally private conversations are shown when permitted by the agent's permission profile. Private conversations do not have a skill and a language, in opposite to qualified conversations that have a skill and a language. The columns displayed are: Column Description The unique ID of the conversation within the mycontactcenter server. In case of calls ID the unique ID of the conversation inside the PBX Started The duration of time passed since the conversation arrived at the mycontactcenter server mycontactcenter Page 20 of 94

21 Column State Sender Agent Language Skills VIP class Picker PBX Position Queued Description Shows the state of the conversation, e.g. waiting, alerting, connected Displays the information about the conversation sender (or caller if provided by PBX script) Indicates the agent that is either being presented with, or is connected to the conversation The language of the conversation The skills of the conversation Indicates the VIP class of the conversation Shows the agent that has quick-picked the conversation In case of calls the PBX this call is handled from The position of the conversation in the queue represented by the skill The time the conversation is queued Conversation The conversation class the conversation belongs to, see also VIP class class Attached data Type Entered at Queued at Recipient, separated string showing the visible attached data flagged as caller data The type of the conversation, e.g. inbound call, fax, , chat Date and time this conversation entered the system Date and time this conversation was queued The target that conversation was send to from the issuer ContactID The conversation specific ID, Callid, ID,... Recording Is this conversation currently recorded Browsing the web The mycontactcenter client application has a simple web browser built in. The use of which is similar to other standard browsers. mycontactcenter Page 21 of 94

22 There is an address bar where the desired web URL is entered. A back and forward button is included mycontactcenter Page 22 of 94

23 to browse back and forward within the current session. The home button navigates either to the Internet explorer defined home page or, if defined, to the start page configured in the profile. Note that administrative rules might be active restricting the pages that can be browsed. In this case the address field is back grounded red if an address is entered which is not allowed to browse. The browser window is cleared. Icon Description Navigate back to last page Navigate forward to next page Navigate to defined home page Chat The text chat feature enables an agent to quickly ask a manager or supervisor for assistance without interrupting their conversation with the caller. Chat sessions can only be initiated from the agent. To contact a manager or supervisor the agent selects the manager s or supervisor's name from the drop down list. The text elements are mycontactcenter Page 23 of 94

24 then activated. The agent can then type the text message in the bottom most text field and sends the text by pressing the Return or Enter key. Replies from the manager are immediately entered into the feed, so answers are update as soon as they are send from the manager. Each agent can start only one chat to one manager or supervisor. If a new chat should be started the current one must be closed. An agent being logged in as supervisor is able to receive chat requests from the agents in his responsibility. Multiple chats might be ongoing with different agents. Each Chat is started in a new window, so for each conversation with an agent one chat window is used. Call handling The handling of calls within mycontactcenter agent is made very easy. The accept button is the central place to act on. If an inbound call is presented to the agent the accept button turns to blue. Pressing the accept button will accept the call. As soon as the call is connected the accept button turns to green, indicating an ongoing conversation. If the call is put on hold, either with the integrated softphone or the PBX's softphone the accept button turns to orange. If a preview dialer call is presented to the agent the accept button turns yellow, indicating a preview dialer call in preview state. The destination number is not yet dialed, but will be soon. In this time the agent can prepare himself for this call, e.g. reading some information about the customer, an order or a ticket. The preview call can be forced to be dialed by pressing the yellow accept button. If nothing is done the call will be setup automatically after a defined time. Once the call is dialed, the accept button turns to blue, indication the dial and alerting state. If any mycontactcenter call is presented to an agent all attached data along with the skills and language are presented inside the mycontactcenter client conversation area. Additionally, if activated, a balloon is shown within the systems tray area showing some of the attached data along with the skills and language. Clicking this balloon will activate the call (or set up the preview one). mycontactcenter Page 24 of 94

25 Having finished the conversation, the phone lines will be hooked on by pressing the green accept button. If the lines are hooked on the accept button turns gray again. Mail, fax and web-chat handling s, faxes and web-chats (Conversations) are handled very similar to phone calls. A conversation is first presented to the agent, like a phone call but without ring tone. If an is presented the accept button turn to a blue icon, in case of a fax the accept button turns to a blue fax icon and if a web-chat is presented the accept button turns into a blue web-chat icon. The rules for automatic conversation acceptance are valid, so if switched on the presented conversation is automatically accepted. Once a conversation is accepted a new form opens that is used to handle this specific conversation. Each conversation type has its own form type and layout. Mail and fax answering Once an or a fax is accepted, the and fax answering form opens with the content of the e- mail left hand received box.. All symbols showing an are exchanged to a fax symbol in case a fax is answered. The editor for answering the current supports spell checking and uses the language and spell checking dictionary set for the given language of the current or fax. This form contains a fully featured rich text editor to compose and fax answers. On the right hand side all boiler plates are shown, sorted by relevance. These can be dragged and dropped into the and so the content will be added where the drop operation takes place. A double click on a boiler plate inserts the content at the cursor position. To transfer the current including all attachments and the current answer text, the transfer module can be invoked by clicking the transfer entry in the right hand accordion menu. Selecting the history menu entry brings up the list off all conversations with regards to the current ticket ID. Invoking the find module will show the find module to search the database for conversations. mycontactcenter Page 25 of 94

26 The attached Data entry shows all current attached data and allows for adding new ones to that e- mail/fax. mycontactcenter Page 26 of 94

27 mycontactcenter Page 27 of 94

28 osition. The actions that can be taken for s and faxes are easily performed by the action buttons in the upper left corner. Element Description Sends this to the original sender Sends this to the original sender and all other parties involved (CC) Rejects this and it will be redistributed to other agents in the same agent group (skill, language) Closes the without sending an answer, but mark it as handled Places the in the personal conversation pool (parking) Shows the list of agents that have acted on this previously. Supervising s and faxes If an is supervised the supervisor can add some information to the to assist the supervised agent to improve the replies. This is realized as inline comments within the editor. Select a position or mark a part of the answer and select Comment from the context menu or ribbon menu to add mycontactcenter Page 28 of 94

29 a comment related to the position or selected text. Add the comments needed. When the supervised e- mail is send back to the supervised agent all comments are preserved and the supervised agent can correct and improve the reply. Supervised agents can only park or send to supervisor. They can t send e- mails directly to the customer. In case the agent is supervised for s, the and have added a small red bubble at the top left corner indicating this. If the is send out, the is forwarded to a supervisor for review. If the agent is a supervisor and receives an for review, then has a small green bubble at the top left corner indicating that this is for review. If the supervisor clicks button, then the is send back to the originating agent. Clicking or will send the to the customer on behalf of the originating agent. Web-Chat answering If a web-chat was accepted the web-chat form opens. mycontactcenter Page 29 of 94

30 This form consists of a fully featured rich text editor to put the text in that will be send to the chat partner on your web site. Pressing Enter will send the text immediately to the chat partner. Additionally this text will be added to the chat feed, which is visible in the upper text box. The rich edit supports spell checking and uses the spell checking dictionary given by the language of the current web-chat. On the left hand side a list exists that is filled with the boiler plates that can be used in chat messages. To use one of the boiler-plates, they must be dragged and dropped from the list into the text box for the feed replies. mycontactcenter Page 30 of 94

31 The button opens the switchboard which is used exactly like in case of the switchboard for phone calls. The button closes the chat and the web-chat form. Manual conversations Manual conversations are mainly outbound conversations that are issued by the agent with the mycontactcenter client. Manual conversations are created by selecting the conversation type out of the context menu of the accept button. For each conversation type in the context menu an entry for private and/or qualified conversation creation is shown. Depending on the agent's permission profile the context menu may contain only a subset of all possible combinations of conversations with private or qualified flag. Qualified manual conversations Qualified conversations must have a valid skill and a valid language. Depending on the conversation type different information is needed to successfully create qualified manual conversations. mycontactcenter Page 31 of 94

32 Private manual conversations For private conversations it is not possible to enter a skill or a language, all other fields are identical to the ones in case of qualified conversations. Data for manual conversation creation The data available in the manual conversation creation pop-up are: Data Description For type Phone number The number to be dialed Call, Fax Skill Skill of the conversation to be created All Language Language of the conversation to be created All Subject Subject of the conversation to be created To The address the created conversation will be send to Personal statistics Agents can see their personal statistics in the statistics section. Pay attention to the fact that only conversations that are handled from mycontactcenter server are included in these statistics. mycontactcenter Page 32 of 94

33 mycontactcenter Page 33 of 94

34 The chart is by default configured that way, that the statistics that should be displayed can be selected from the legend by clicking the appropriate statistics set. Furthermore the chart's full design and type can be changed. To do so, the Other -> Run Chart Wizard must be selected. Quick changes to the layout are possible within the Design menu section. Here a quick change of the chart type is possible as well as a different appearance. The ribbon menu can be collapsed and expanded by the arrow on the right hand side. Moving the mouse cursor over the chart will show the data to specific point in a pop-up form with the data of all selected series in. Personal short statistics The personal short statistics gives a summary on the personal statistics shown in the diagram. It shows the different usages for wrap-up, activity and times spend in handling customers conversations. Additionally the amount of faxes, s and chats is presented. Where applicable for incoming and outgoing separately. mycontactcenter Page 34 of 94

35 Skill settings Agents can use the skills section to check their skills and related qualification levels. If permitted by their permission settings, an agent can change his skill levels or remove himself from a skill. If an agent changes a qualification level, the new configuration is saved by just clicking somewhere else in the agent. To remove themselves from a skill, they need to select the - option from the drop down menu. The agent's responsibilities for skills are configured separately for the different conversation types. So an agent can change or remove himself from a skill for a specific conversation, e.g. setting the skill level for to - will disable the delivery to this agent from that skill. mycontactcenter Page 35 of 94

36 Language settings The agent can use the languages section to check their language and related language qualification levels. If it is permitted by their permission settings, an agent can change his language levels or remove himself from a language. If an agent changes a qualification level, the new configuration is saved by just clicking somewhere else in the agent.. To remove themselves from a language, they need to select the - option from the drop down menu and save. Configuration In the configuration section of mycontactcenter client, an agent can change several setting. Two tabs are available, Hotkeys and Additions. Depending on the permissions of the agent no changes can be made or some or all parameters are changeable from the agent. mycontactcenter Page 36 of 94

37 Configuring hot-key settings The main function of the mycontactcenter client can be reached by hotkeys. The hotkeys can be enabled or disabled completely. If enabled the mycontactcenter Page 37 of 94

38 combination of the Hotkey modifier in combination with a key results in a hot-key. Each hot-key s meaning is described on the left hand side of the key selector. Please take into account that many applications use hot-keys. So it might be possible that the hot-keys defined may collide with hot-keys defined in another Windows application and so will fire the function correlated to the hot-key in the mycontactcenter client and the other Windows application simultaneously. Additions In the Additions tab some usability features can be configured. The user interface language can be set by selecting one out of the Language drop down list. To modify the skin one out of the Select color scheme drop down list must be selected. All changes made are effective immediately. To get informed about new incoming calls, s, faxes or chats with a tool tip info box the Show message pop-up must be checked. If conversations should be activated immediately then Force feed conversations must be checked. mycontactcenter Page 38 of 94

39 To pop the agent on top of all opened applications while a conversation is signaled then Show agent on signaled conversation must be checked. Two alternative registrations point can be configured. This is needed if an Agent uses the mycontactcenter client from the internet on a hosted mycontactcenter server. This alternative registration point should point to a public address that forwards the traffic to the Dispatcher. Two dispatchers might be available in a PBX master-standby scenario. Agent status / status bar Handling time shows the overall conversation types accumulated handling time. The % value indicates the relative time spend in conversation handling measured to the total time used for all actions in the contact center (conversation handling, wrap-up, activity). The agent status area shows the agents presence information and the personal statistical data from the last hours defined as histogram length. Default is the last 12 hours. For each conversation type the inbound and outbound number of connected and presented (in parentheses) conversations is shown. The % value indicates the accumulated efficiency. The same is true for wrap-up and activity time. The status bar shows an excerpt of data and all relevant buttons for using mycontactcenter client from there. If the mycontactcenter clients window header is double clicked, the agent is placed on the bottom of the main display and reduced to the status bar, enabling the use of other applications while having all necessary information about mycontactcenter on the screen. mycontactcenter Page 39 of 94

40 Element Description Indicates the activity state Indicates the wrap-up state Indicates the conversation state Indicates the state of the current conversations recording (not available in CTI) Indicates the state of the local microphone (not available in CTI) Button to invoke the softphone included in mycontactcenter agent Inactive Oldest In conversation Signaled Unavailable Logged on Connected Ringing Waiting All Efficiency in / out / fax / Description text of softphone's current line state Indicates the longest waiting conversation of all conversations the agent is responsible for Shows the number of agents being in a conversation Shows the number of agents being in alerting state Shows the number of agents being in wrap-up or activity Shows the number of agents being logged on Shows the number of connected conversations Shows the number of conversations being presented to agents Shows the number of conversations in waiting state Shows the number of all conversations Shows the ratio of presented / all conversations separated by inbound calls, , fax and outbound calls mycontactcenter Page 40 of 94

41 Log in indicator The log in status has different status depending on the log in state to the mycontactcenter server and the PBX. Icon Description Softphone connected to PBX Softphone didconnected from PBX Agent connected to mycontactcenter server Agent disconnected from mycontactcenter server Recording indicator The recording indicator shows if a recording is running, a recording can be started or if recording is not possible. Icon Description Current conversation can't be recorded or no conversation in progress Current conversation is recorded Current conversation can be recorded Microphone indicator If the mycontactcenter client works with local audio (no CTI to a hard phone) the microphone can be muted. The indicator shows the current status of the microphone. mycontactcenter Page 41 of 94

42 Icon Description Microphone is enabled Microphone is disabled, muted mycontactcenter Page 42 of 94

43 Supervisor agent To make an agent a supervisor the feature must be enabled within the mycontactcenter administration for the specific agent. If free supervisor licenses exist, the agent will have the extended features enabled in his client. The most used functions for supervisors are available inside the agent client, like dispatching conversations, terminating conversations, listen to calls or whisper to the agent, create a conference with agent and called party or change states of agents. Change agent states The supervisor has permission to change the wrap-up and activity state as well as logging the agent off for all agents listed in his mycontactcenter client. To change the wrap-up or activity state or log off the following steps must be performed: The agent whose state should be changed must be selected. In the context menu on that agent the appropriate menu entry must be clicked. The change is effective immediately. Handling conversations Supervisors have additional functionality on conversations. They can dispatch waiting conversations to agents or move them to different queues. Additionally the conversations can be terminated and permanently removed from mycontactcenter. mycontactcenter Page 43 of 94

44 To dispatch a waiting conversation to an agent the waiting conversation to be dispatched must be selected. The context menu of the selected waiting conversation has an entry for dispatching to agents which contains a list of all agents the conversation can be dispatched to. All agents that are not available for dispatching are grayed out. To dispatch a waiting conversation to another queue the waiting conversation to be dispatched must be selected. The context menu of the selected waiting conversation has an entry for dispatching to queue which contains a list of all queues the conversation can be dispatched to. All queues that are not available for dispatching are grayed out. To dispatch a waiting conversation to an arbitrary destination the waiting conversation to be dispatched must be selected. The context menu of the selected mycontactcenter Page 44 of 94

45 waiting conversation has an entry for dispatching to an arbitrary destination. Selecting the menu entry opens a new windows asking for the destination details. The number or address must be entered here and completed by pressing OK. If the destination details are malformed the input field's background turns red. To move a conversation up or down in the queue (changing the conversations position), then Move must be selected and a click on the new position will move that conversation to the selected position. To terminate a conversation the conversation must be selected. The context menu of the selected conversation has an entry for terminating the conversation. Selecting this menu entry will terminate and remove the conversation from the mycontactcenter server immediately. To use the monitoring feature for connected calls the connected call to be monitored must be selected. The context menu of the selected connected call has an entry monitor calls which contains the available monitoring modes. Select the appropriate menu item to the monitoring mode that should be invoked. The softphone must support the selected mode, the same is true for the underlying PBX. If needed the configuration in the PBX must meet the requirements for successful use of the monitoring modes. Additional licenses for the PBX might be needed. mycontactcenter Page 45 of 94

46 User interface elements The mycontactcenter client contains several user interface elements that are used in common way. The used elements that have a set of features that can be used by the agent are the tables, sliders and the main menu. These user interface elements are described with this chapter. Having made changes to the layout of mycontactcenter client, all those changes are saved when logging of. The next time the agent starts the mycontactcenter client and log in to mycontactcenter server all those settings will be restored and the layout is identical to the layout at last log off. Only elements that are available through the user interface of the mycontactcenter agent will be saved and restored. Elements added with help of the layout designer are not taken into account. Working with components Basically the layout of the agent consists out of three parts. The main action buttons in the top left for activity, wrap-up, phone calls, /fax/chat and microphone muting. They are also placed in the status-bar of the agent. On the top right all the component buttons are shown. The central part where all components can be put together in a arbitrary layout. mycontactcenter Page 46 of 94

47 Depending on the permissions given to the agent, the number of component buttons may differ. Each of mycontactcenter Page 47 of 94

48 the component buttons is in one state out of four, which is shown in this table (example softphone): Icon Meaning mycontactcenter softphone is visible inside the agents main area and not floating mycontactcenter softphone is active inside the agents main area and undocked and floating in its own form mycontactcenter softphone is invisible inside the agents main area and not floating mycontactcenter softphone is inactive inside the agents main area and undocked and floating in its own form All those status of the components can be reached by simply clicking on the component button. To undock a component press the <CTRL>-Key in combination with a mouse click on the appropriate component button. Working with the layout design If more than one component is visible inside the central area of the agent, they can be moved to different locations, can have different sizes,... mycontactcenter Page 48 of 94

49 To move a component around the layout, the component must be selected with a mouse click while the <CTRL>-Key is pressed. While the mouse button and the <CTRL>-Key keeps being pressed, the component can be moved. Wherever inside the layout the mouse button is released the component will be moved to that location and the layout well rearrange all components. To re-size a component, the <CTRL>-key must be pressed while the mouse is moved over the edge of the component that should be re-sized. To re-site the mouse butten must be pressed while moving the mouse. Resizing will move the edge in the orthogonal direction to enlarge or reduce size. mycontactcenter Page 49 of 94

50 A click on a green component button will hide that component from the layout. A click on a gray mycontactcenter Page 50 of 94

51 component button will bring it back to exactly the same location. If the layout was changed in the meantime, the component not necessarily will be placed at the original position due to layout constraints. Working with tables Tables on the user interface have a couple of features to manage the data to be presented and the location where to place columns. Each column can be dragged and placed to another columns position, so the table's columns can be place to the needs of the agent. The same is true for hiding and showing columns that may not be needed. From the context menu all possible commands are shown. Command Description Sort Ascending Sort the selected column ascending Sort Descending Sort the selected column descending mycontactcenter Page 51 of 94

52 Command Description Clear Sorting Clear sorting of the selected table, showing data in original order Group by this column Show group by box Remove this column Group table by this column Show the box Group By Removes this column from the table, the column is still inside column chooser Column Choo-Showseble by dragging then on the tables the column chooser pop-up. All hidden columns are listed and can be made visi- header Best fit Best fit (all columns) Filter editor Show find panel Show auto filter row Filter Mode Fits the size of the selected column so its width is equivalent to the maximum text size of all column rows Best fit for all columns Shows the filter pop-up Shows the find panel on top of the table Shows the auto filter for column for the table Defines if filters act on the values or the displayed text Columns can be removed from the table. All removed columns can be reactivated again by invoking the column chooser. In the column chooser all disabled columns are listed and can be dragged from here onto the table again, making them visible. The same way columns can be dragged from the table to the column chooser, making them invisible in the table. mycontactcenter Page 52 of 94

53 Reporting mycontactcenter Reporting Version ilogixx Limited Technical background The reporting module in mycontactcenter consists out of a report designer and a report runner / scheduler. Reports designs can be created in the report designer and made available for supervisors. Supervisors can run these reports and they can design personal reports as well. Report designs are the base of the reporting module in mycontactcenter. Report designs can be previewed in the report designer itself, or a runnable report can be created out of the report design. Runnable reports store the configured parameters for a specific report along with the used design. The advantage of this is, that in case a design must be changed, all dependent runnable reports will use the changed layout immediately. Runnable reports can be used to run adhoc reports with a specific set of parameters or can be scheduled with a specific set of parameters. Scheduled reports can be send as e- mail to a set of recipients in many different file types, e.g. PDF, XML, RTF,... Previewed reports can manually be exported to many different file formats too. Basically each report consists out of a detail band, a page header and footer band, a report header and footer band and one or more group header and group footer bands. Each band can be hidden or visible. The detail band represents a row of the data table or the result set of a query used in the report. In case a data table holds 1000 data rows, the report will have 1000 detail entries as well. Using a group header enables the report to group by one or more values. Field elements placed inside the group header band or group footer band should use a summary function to create a value based on all data table rows included in the group. As an example in an agent report one group could be based on the agent name. So the report will create a group for each agent found in the data table or the query mycontactcenter Page 53 of 94

54 result set. A field value in a group could calculate the sum of the wrap-up time. Having this the report would show for each agent the sum of the wrap-up time separately. How reports can be designed and used is described in the following chapters. Creating new report designs To create a new reports design, two options exist: 1. Creating a new report design based on report base templates 2. Importing an existing report design In any of those cases a report design is opened. In case 1 it only has the data base scheme ready and the details band prepared while in case 2 the full design is presented in the designer. Predefined layouts can be loaded from the folder C:\Users\Public\Documents\ilogixx Limited\myContactCenter\Report Templates To create a new design, click ADD in Administration-> Reporting module -> Report design. The Report type selection form opens where the type of report can be selected, or importing an existing one. Depending on the choice, either an empty or a complete report will be shown in the designer. Designer elements The designer consists out of several elements that are involved in the report design process. mycontactcenter Page 54 of 94

55 Tool Box containing all useable elements in a report Field List containing all database fields for the report Property Grid containing all available properties of the selected element in the report Group and Sort containing functionality for grouping and sorting the report Ribbon menu containing all available functions for Report designer and Print Preview To use an element from the Tool Box or from the Field List in the reports, it must be dragged from the Tool Box or Field List into the report design to the location it should be used. mycontactcenter Page 55 of 94

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