Intelligent Series Software Version 5.0

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1 1 Intelligent Series Software Version 5.0 IS Messenger is completely redesigned for IS 5.0. IS Messenger The updated IS Messenger interface incorporates multiple conversations into one window. The new IS Messenger window is divided into three tabbed pages. The Contacts page is used to select agents and supervisors for a new chat message. The buttons along the right side of the page are used to initiate a chat, refresh the screen, redock the IS Messenger window, and view the IS Messenger history. The Open Conversations page lists information about each of the user s IS Messenger conversation threads. The user can select a thread in the left pane to display the conversation in the right pane. The text box in the lower portion of the right pane is used to reply to the selected thread. The See All Chat History setting is used to give members of a permission group access to the IS Messenger history for all IS users. If this permission is enabled, the group members can search the IS History for any Agent Name. Without this permission, the group members can search only their own conversations.

2 2 The Specials pane displays a list of all active Specials for the selected client account. IS Specials The Specials pane displays a list of special notes regarding the selected client. Specials often contain timely information about the client s availability, location, and activities. Specials have a subject and content, just like an IS message, but are displayed in the specials viewing area and can have expiration dates and times. Specials can be marked urgent and can be assigned to a specific contact selected in the script. They can be addressed to all callers such as The Northside Clinic is closing at 3 PM today, or to a specific caller such as, If John Smith calls, tell him the proposal is on its way. An operator always should check for Specials when answering a new call. IS Specials are integrated into Intelligent Messaging. The Save IS Special messaging response element is used to create an IS Special from an Intelligent Messaging script. The Search for Special messaging response element is used to search for an IS Special and to pull its content into an Intelligent Messaging script. The Search for Special properties include filters for selecting a Special and Display Settings for configuring the information displayed to the agent or script user.

3 35 The Client Sidebar displays IS Specials and Info Pages for the selected client accounts. Client Sidebar The Client Sidebar is displayed on the left side of the Soft Agent screen, and allows agents to quickly view information for the current Client Account. Info Pages The Info Pages pane allows you to quickly view Info Pages for a client without opening a new work item in the Work Area. The arrow links at the top of the pane are used to page through multiple Info Pages Info Pages are customized HTML pages that are used to display facts about clients callcenter..com

4 4 Navigation Menus A new Navigation Menu feature has been added to the Genesis section of Client Setup. The Navigation Menu page is used to configure menus of options that can be used to select a behavior. Menus can use any number of options, and each numbered option can branch to a sub menu. Once a Navigation Menu has been created, it can be selected as a Default, Scheduled, or Override behavior for a client account.

5 5 Call Event Tracker The Call Event Tracker, accessed from IS Supervisor Monitors menu, provides detailed information about call events generated with the optional Genesis Soft Switch. The Call Event Tracking Filter is used to chose a start date, an end date, and which pieces of data to display. Each column of data can be added or removed. The data can be grouped and filtered by Agent ID, Call ID, Call State, Call Type, Client Account Number, Agent Initials, Station Number, Station Type, Tracker Type, or Tracker Value. The data also can be filtered by Tracker ID. callcenter..com

6 6 Agent Event Tracker The Agent Event Tracker, accessed from the IS Supervisor Monitors menu, provides detailed information about agent events. The Agent Event Tracking Filter is used to chose a start date, an end date, and which pieces of data to display. Each column of data can be added or removed. The data can be grouped and filtered by Agent ID, Agent Initials, Agent Name, Station Number, Station Type, Tracker Type, or Tracker Value. The data also can be filtered by Tracker ID. AES 256 Encryption 256-Bit AES Encryption has been added to the IS Supervisor Network Encryption Modes. The Network Encryption Mode Advanced Encryption Standard (AES) is used to encrypt data packets between the IS Server and IS client applications. Previously, only DES and 128-Bit AES encryption were available.

7 7 Genesis Reports A new Genesis category of reports has been added to IS Supervisor Reporting for use with the optional Genesis soft switch. The Genesis reports can be run from IS Supervisor and the optional miteamweb application and can be added to the System Schedule. Genesis Reports include: Agent Call Activity Report Agent Call ANI Report Agent Call Detail Report Agent Call Detail Multi Select Report Agent Call Summary By Call Report Agent Interval Report Agent Overview Report Billing Details Report Billing Export Report Call Count Interval Report Call Detail Report Call Dispatch Report Call Tracker Report Calls By Agent Report Traffic Report callcenter..com

8 8 The Documentation reports provide handy access to documentation about export field and report updates. Documentation Reports A Documentation category of reports has been added to IS Supervisor Reporting. This category contains special reports that produce documentation when run on demand or as scheduled. The Billing Export Field Descriptions Report produces a description of each of the fields that are included in the IS Billing Export Report. The Report Changes Report produces documentation of all of the report changes that were made in the latest IS Reports update that was loaded on the system.

9 9 The Description field can be displayed by clicking the Description icon on the Data Transforms Toolbar. Auto scrolling allows the rows of the source and destination tables. IS Transformer Auto Scroll Changes have been made to the IS Transformer to make it easier to program Directory/Data transforms. Selecting a row in either the Data Source or Data Destination table of the IS Transformer will scroll the other column to the corresponding row and highlight it. This feature is designed to make it easier to see how the rows of the Data Source match up with the rows of the Data Destination. Right-clicking on a row on the Data Source or Data Destination table of the IS Transformer displays a new menu with choices to Insert or Delete. callcenter..com

10 Billing Client The Billing Client field has been added to the General Settings tab of the Directory Subject page in IS Supervisor. The Billing Client setting is used to identify the Client Account that is associated with this directory for billing purposes. This setting is intended to be used in future billing reports. (800) (608) FAX (608) Curtin Drive McFarland, WI callcenter..com 03.17