Virtual Contact Center

Transcription

1 Virtual Contact Center

2 Copyright 2013, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Microsoft Internet Explorer is a trademark or a registered trademark of Microsoft Corporation in the United States and other countries. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s. Version 8.0 Rev. 1.0 i

3 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, and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industryleading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. This guide provides agent supervisors with the information necessary to use the Agent Supervisor Console to: Manage customer interactions Perform administrative tasks Depending on your subscription, some components described in this guide may not be included in your purchased subscription. 8x8, Inc SALES: SUPPORT: vccsales@8x8.com Version 8.0 Rev. 1.0 ii

4 Contents Preface Contents ii iii Getting Started with the Agent Console 1 How to Use this Document 1 If You Are an Agent Supervisor 2 What You'll Need to Begin 2 Logging in and Setting Your Status 3 Changing Agent Password 4 Resetting your Supervisor Password 6 Logging in with Reset Password 7 Logging out of the Agent Console 8 Overview of Agent Supervisor Console User Interface 10 Checking Agent and Queue Status 13 Ability to Search 13 Ability to Filter 13 Defining Favorites 14 Tracking Recents 15 Click to Chat or Call 15 Configuring Your Agent Profile 17 Configuring Agent Account Settings 17 Summary of Agent Profile Settings 19 Changing Your Telephone Number 21 Formatting Telephone Number Entries 23 Changing Agent Console Telephone Number 23 Configuring Options 24 Configuring your External CRM 24 External CRM Setup Summary 27 Personalizing your Agent Console 29 Viewing Your Queue Assignments 29 Recording Agent Messages 31 Setting Your Status 34 Busy with an Interaction 35 Working Offline 36 Taking Breaks and Other Unavailable Statuses 36 Version 8.0 Rev. 1.0 iii

5 Working with Codes 37 Choosing Status Codes 37 Choosing Transaction Codes 38 Selecting Transaction Codes 40 Choosing Outbound Phone Codes 41 Overview of Processing Interactions 44 Overview of Interactions and Status 44 Managing Multiple Tasks 44 Processing Phone Interactions 45 Overview of Phone Interactions 45 Inbound Phone Call Flow 45 Overview of Phone Controls 46 Accepting a Phone Interaction 48 Playing Agent Recorded Messages 50 Recording Phone Interactions 50 Adding Notes During an Interaction 52 Transferring a Phone Interaction to another Agent 54 Transferring a Phone Interaction to another Phone Queue 55 Making Outbound Phone Calls 57 How the Agent Console Places Outbound Calls 57 Keyboard Dialing Digit Tones 57 Features 58 Limitations 58 Using Keyboard Digit Tone Dialing 58 Processing Outbound Campaign Calls 60 Rescheduling Campaign Calls 62 Saving Do not Call Disposition 64 Managing Your Status During Outbound Calls 64 Changing your Status to Busy 64 Retaining your Current Status 66 Choosing Outbound Phone Codes 66 Transferring a Phone Interaction to an External Phone Number 66 Using Join Lines to Set Up a Conference Call 68 Overview of Agent Console Conference Calls 68 Adding an Agent to a Conference Call 68 Adding an External Party to a Conference Call 69 Processing Voice Mail Interactions 72 Overview of Voice Mail Interactions 72 Accepting a Voice Mail Interaction 72 Processing Chat Interactions 74 Overview of Chat Interactions 74 Accepting a Chat Interaction 74 Version 8.0 Rev. 1.0 iv

6 Processing Chat Interactions 76 Transferring a Customer Chat to a Different Queue 78 Using Agent-to-Agent Chat 79 Inserting FAQ Responses into Chat Interactions 82 Processing Interactions 85 Overview of Interactions 85 Accepting an Interaction 85 Processing Interactions 87 Transferring an to a Different Queue 88 Inserting FAQ Responses into s 89 Pulling s From a Queue 91 Deleting s From a Queue 93 Managing Customers, Cases, and Tasks 94 Customer 94 Case 94 Follow-up 94 Task 95 Integrating with External CRM 95 CRM Landing Page 95 Customizing Lists of Customers and Cases 96 Searching for CRM Data 97 Searching for Customers 99 Searching for Cases 101 Searching for Tasks 103 Creating and Editing Customer Records 105 Managing a Customer Record 107 Creating and Editing Case Records 108 Managing a Case Record 110 Creating Follow-up Records 111 Creating and Editing Tasks 113 Features 114 Creating a Task 114 Managing a Task 117 Viewing a Task History 117 Listing Tasks of a Customer 118 Deleting CRM Data 119 Before you begin 119 Understanding Rich Text Editor 122 Summarizing the Menu Elements of Rich Text Editor 123 Description - Inserting an Image 125 Description - Inserting a Hyperlink 127 Description - Inserting a FAQ 130 Description - Inserting a Signature 131 Version 8.0 Rev. 1.0 v

7 Description - Spell Checking 132 Creating CRM Reports 133 Creating a CRM Customer Report 133 Creating a CRM Case Report 136 Creating a CRM Task Report 140 Posting and Viewing Notification Messages 143 Sending a Notification Message 143 Viewing Notification Messages 144 Using the Collaborate Feature 145 Overview of a Collaborate Desktop Sharing Session 145 Before Running Collaborate For The First Time 145 Establishing a Collaborate Session 145 Administering the Contact Center 148 Overview of Contact Center Administration 148 Creating and Editing FAQ Content 148 Creating an FAQ Category 149 Editing or Deleting an FAQ Category 150 Creating a FAQ Answer 151 Before you begin 151 Enriching FAQ Content 153 About Historical Reporting 154 Overview 154 Agents Statistics: 154 Queues Statistics 155 Media Statistics 156 Channel Statistics 156 Campaign Statistics 156 Summary of Agent Supervisor Historical Reports 156 Reporting on Status Codes 158 How do agents use status codes? 159 How do supervisors use Status Codes? 159 Reporting on Transaction Codes 160 How do Agents use Transaction Codes? 161 How do Supervisors use Transaction Codes? 162 Reporting on Campaigns 163 Campaign Details 164 Campaign Record Details 164 Campaign Transaction Details 164 Creating Historical Reports 165 Generating Historical Reports 165 Including Deleted Agents and Queues Data in Reports 168 Monitoring Agents, Queues, Groups 170 Benefits 170 Selecting Monitoring Assignments 170 Monitoring Queues 171 Version 8.0 Rev. 1.0 vi

8 Monitoring Agents 174 Monitoring Campaigns 178 Retrieving Agent Call Recordings 181 Logging an Agent Out 183 GLOSSARY 184 Version 8.0 Rev. 1.0 vii

9 Getting Started with the Agent Console The Virtual Contact Center Agent Console enables agents to use a graphical user interface (GUI) to manage customer interactions. If you are the primary contact center administrator, 8x8, Inc. will provide you with the information you will need to access and configure your Virtual Contact Center. If you are a supervisor, you can obtain your Agent Console login from your administrator. Using Agent Console, contact center agents can: process interactions of all media including phone, chat, , and voic . process both inbound and outbound interactions. track the status of agents and queues. provide quick answers to customer questions using the FAQ knowledgebase. manage CRM data by integrating with local CRM or supported external CRMs. collaborate with a remote desktop for real time assistance or co-browsing capabilities. create and delete FAQ categories and answers create and run historical reports monitor agents, queues, groups, and campaigns How to Use this Document The Agent Console user guide provides a comprehensive overview of the primary tasks performed using the Agent Console. Your contact center supervisor will provide you with an overview of your duties as a customer agent, including the types of customer interactions you are responsible for. When you log into your Agent Console account for the first time, use this document to learn how to configure your account. Your supervisor will help you configure your Agent Console account so that it conforms with your contact center's technical requirements and operational policies. After configuring your Agent Console account, this document provides both overview and detailed information about processing interactions, managing your status, and working with customer, case, and follow up records. Version 8.0 Rev

10 If You Are an Agent Supervisor The Agent Supervisor Console includes tools that are accessible only to agent accounts that have been granted supervisor privileges. In addition to the information agents need to use the Agent Console to process customer interactions, the Agent Supervisor version of this document includes a separate section that describes the use of the Agent Supervisor Console to perform supervisory tasks. For information about using Agent Supervisor Console tools, see Administering the Contact Center, on page 148. What You'll Need to Begin Each agent workstation requires the following: An agent telephone that is available exclusively for handling Virtual Contact Center phone interactions during working hours A computer equipped with any of the following browsers: o Internet Explorer 8,9, 10 o o Chrome Firefox For information about agent workstation technical requirements, see your contact center supervisor or refer to the Technical Requirements document. Note: Chrome and Firefox do not support Collapse Window functionality in Agent Console. Version 8.0 Rev

11 Logging in and Setting Your Status Your contact center supervisor will provide you with the URL, username, and password required to log into your Agent Console account. Note: Based on the configuration of your Virtual Contact Center, you may receive the login information through a system generated or from your Supervisor manually. The includes User name, System Generated Password, and link to the Agent Console. To log in to the Agent Console: 1. In your preferred browser, enter the URL for your Agent Console. Figure 1: Agent Console: Login Screen 2. In the login page, enter your username and password. Click Login. Note: Agent Console usernames and passwords are case-sensitive. By default, the Agent Console launches in Break status. Version 8.0 Rev

12 3. Select Available or Working Offline status to initiate the session. Your supervisor may also instruct you to update certain parts of your Agent Console user profile. Changing Agent Password When you receive your account login credentials set by administrator, you can log in to Agent Console using these credentials. You have the flexibility to change the password anytime by navigating to your profile. To change the password: 1. Log into Agent Console 2. Navigate to Profile in the Agent Console from the Control Panel menu. Version 8.0 Rev

13 Figure 2: Agent Profile 3. In the Security area, enter the old password. 4. Enter the new password. Note: Hover over the tool tip 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 indicates the failed criteria and prompts you to retype the password. Your new password is activated from the next login session. Version 8.0 Rev

14 Resetting your Supervisor Password If you forget your password to log into Agent Console, you do not have to contact your supervisor or administrator to reset the password. You can reset your password automatically by providing your User name and Tenant name. The new password is sent to the 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 ed to you. On answering the question correctly, you will receive the reset password in an . This additional step proves that the person requesting to reset the password is the one assigned to the agent account. To reset your forgotten password: 1. Click Forgot Password in the login screen. Figure 3: Agent Console Login A dialog box appears prompting for User name. 2. Enter user name exactly as you would for logging into the Agent Console (user name can be in one of the two forms agent_id@tenant_id or agent_id if tenant id is provided as a parameter in the login URL, please confirm with administrator) and click Continue. Version 8.0 Rev

15 Figure 4: Reset Password - Prompt for User Name and Tenant Name A message indicates a new password is sent to your address with the required information to proceed. 3. Open your and click the link in the . A dialog box opens prompting for an answer to your security question. Figure 5: Reset Password - Security Question Prompt Note: If you have not set up a security question and answer in your profile, you will receive a reset password in the Enter your answer to the security question. If you answered the question right, a message indicates a reset password is ed to you. 5. Open your to obtain the system generated reset password. Logging in with Reset Password You are allowed to use reset password to login to Agent Console only once. Upon logging into the Agent Console with your reset password, you are prompted to change the password. If you fail to change the password, you will be automatically logged out. Version 8.0 Rev

16 To login with the reset password: 1. Open your to obtain the system generated reset password. 2. Log into Agent Console with the reset password. You are logged in successfully and prompted for changing the password. Figure 6: Logging with Reset Password 3. Enter a new password and click Change to proceed with the login. Logging out of the Agent Console Whenever you are not scheduled to work, you must log out of the Agent Console. If you fail to log out, the Agent Console will incorrectly report your status. To log out of the Agent Console: 1. In the Agent Console, click Work Offline or Take Break. Your status must be working offline or taking a break to display the Log Out button. Version 8.0 Rev

17 2. Click Log Out. Caution: Closing the Agent Consolebrowser does not log you out. To log out, you must click Log Out in the control panel. Version 8.0 Rev

18 Overview of Agent Supervisor Console User Interface The Agent Console interface is broadly split into: Control Panel on the left hand side: The 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. Display Panel on the right hand side: The display panel provides access to CRM data, profile settings, and message recording settings. illustrates the functional areas of the Agent Console. Table 1describes the two Agent Console functional areas. Version 8.0 Rev

19 Table 1: Summary of Agent Console Functional Areas Functional Area Description 1: Control Panel Use the Agent Console Control panel to access the controls and status information you need to process an interaction and work with Agent Console tools. Maintain your agent status using status control buttons in the Control Panel. The Agent Console dynamically adjusts the Control panel tabs in response to the interaction type and task you are performing. For information about specific Control panel features, refer to the information for each Agent Console interaction type. Each type of interaction is processed using its corresponding Interaction Tab. Phone tab:the Phone tab allows an agent 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. Chat tab:the Chat tab is used to manage chat interactions from customers or from other agents. tab: The tab is used to accept and respond to s. Status tab: The Status tab displays agents, and queue information,such as number of calls waiting, calls in progress, and the status of logged in agents in your group. For details refer to Notices tab: The Notice tab allows agents and supervisors to post and receive informational notices. The Control Panel menu offers action items: Profile to view or edit youragent Console account settings. My Recording to allow agents to record messages to be played to customers. External CRM to initiate an integrated external CRM Version 8.0 Rev

20 Functional Area Description session. CRM to access cases, customers and tasks from the local CRM. FAQ to access frequently asked questions and answers for repetitive use. Collaborate if your account includes the optional Collaborate feature to remotely connect to a customer computer with remote desktop control options and cobrowsing capabilities. Help to navigate to Virtual Contact Center help resources. Monitoring to display the Agent Supervisor Console Queue and Agent management tool in separate browser window. Reporting to display the Agent Supervisor Console report selection and generation tool. Collapse Window: The Collapse Window button at the bottom of Control Panel hides or shows Display Panel. Note: Chrome and Firefox do not support 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. Customers to list your open case records by customer. Cases to list your open case records. Tasks to view the tasks assigned to you. Version 8.0 Rev

21 Checking Agent and Queue Status The status tab in the Control Panel provides panel provides real time status about the number of interactions waiting to be served in a queue, longest waiting interaction in a queue, number of eligible agents in busy state, and status of fellow agents. Supervisors can check the status of queues and agents they supervise, communicate with agents instantly through chat or call. The Status tab organizes the status of queues and agents in separate tabs: Agents tab: View status of other agents belonging to your group. Queues tab: View status of queues you are a member of. Ability to Search Search and retrieve status about a specific queue or an agent instantly. Search is case insensitive. Ability to Filter Filter queue status information by queue type and queue member status. View status of queues: supervised by you you are a member of and you are enabled you are a member of but disabled Note: If you are disabled to serve a queue, you can still view the status of this queue, but the queue appears grey in the directory. Queue type (Inbound Phone, Outbound Phone, Chat, , Voic ) Similarly, you can filter agents based on agent group affiliation and current status. Status may be one or all of the following: Version 8.0 Rev

22 Available Busy Post Processing Working Offline On Break On Logged out Figure 7: Filter for Queue Search Figure 8: Filter for Agents Search 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 the five managers in AcmeJets - Support agent group. You manage 7 team members out of the 50 members belonging to the group. You can mark these seven team members as your favorites and monitor their status with just a click rather than sifting through the status of the whole team. Version 8.0 Rev

23 Figure 9: Defining Favorites Tracking Recents Using the Recents tab, 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 locally stored. Note: Does not qualify participation in a chat or a call. Track the status of queues you transferred the calls to in the past. Click to Chat or Call 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: Start a Chat: Initiate a chat with the agent Make a Call: Place a call to the agent Version 8.0 Rev

24 Monitor: Monitor the agent activity (Supervisor Only Privilege) Version 8.0 Rev

25 Configuring Your Agent Profile Your Supervisor will instruct you how to configure your Agent Profile to conform with company policies. Configuring Agent Account Settings Before configuring the contact center's agent accounts, the contact center's management team should define a standard configuration for each type of agent that will work in the contact center. The contact center administrator can then use those standard configuration values to guide the use of the Agent Console, My Profile page, to configure a given agent's account. The information on My Profile screen is organized under the following areas: General: Presents information on agent name, display name, tenant name, tenant label, product version and revision. Personal: Lets you view or edit address, phone number, and make verification call to the specified number. Personalization: Allows you to personalize your Agent Console with notification sound alert, specify Date Format, Default Signature, and Default signature etc. External Setup: Lets you define your login credentials to access your integrated third party CRM. Security: Lets you change password to login. You can also select a security question and input an answer which will be used in the event of resetting a forgotten password. Queue Assignment: Specifies inbound and outbound phone, chat, and voic queues to Version 8.0 Rev

26 which the agent is assigned. Version 8.0 Rev

27 Summary of Agent Profile Settings The following table summarizes profile settings in Agent Console. Table 2: Summary of Agent Console, My Profile page settings Agent Profile Areas General Profile Setting Agent Name Agent Id Tenant Label Tenant Name Version - Package Revision Description Displays agent name as entered by the Virtual Contact Center administrator. agent Id used to login to Agent Console. Tenant Label that appears on top of the Configuration Manager and Agent Console windows. Name of the tenant. Specifies the version of Virtual Contact Center. Represents the revision number of Virtual Contact Center. Personal Address Type the address for this account. When the agent uses the CRM case management page, Notification tab, to send an , the agent can choose this address as the From address for Phone Number the message. Designated number to process interactions on the Agent Console. SIP Phone URI specifies the SIP Phone URI of a VOIP phone. The SIP URI resembles an address and is written in the following format: SIP URI = sip:x@y:portwhere x=username and y=host Make Verification Call (domain or IP). Places a call to the specified phone number for verification. On answering the verification call, you can set up a voice mail greeting. Personalization Notification Sound Provides a choice of alert sounds to notify a new interaction. You can play to check the notification Version 8.0 Rev

28 Agent Profile Areas External Setup Profile Setting Date Format Default Signature Default "From" Signature External Username, External Password Description sound. Offers a choice of date formats to apply on all notifications sent to and from the tenant. Choose the default signature used when sending messages from this account. When the agent uses the CRM case management page, Notification tab, to send an , the default signature appears as one of the choices in the Signature list. Choose the default From address used when sending messages from this account. When the agent uses the Internal CRM page, Notification tab, to send an , the default from address appears as one of the choices in the From list. Type the signature for this account. When the agent uses the CRM case management page, Notification tab, to send an , the agent can choose to insert this Signature in the message If the Agent Console has been configured to interoperate with a third-party CRM, in the External Username and External Password text entry areas, type the login credentials this agent uses to access the thirdparty CRM. Queues Assignment Inbound Phone Outbound Phone Chat access Voice Mail By default, the Queue Assignments area lists the agent's queue memberships. If the contact center administrator uses the Configuration Manager to enable the Agent can change queue assignments option for this agent, then the agent can use the Queue Assignments area to disable a queue's ability to offer the agent interactions. Version 8.0 Rev

29 Agent Profile Areas Security Profile Setting Old password New Password Retype Password Security Question Security Answer Description By default, the current password is listed for all the three fields. If an agent wishes to change the password, he should enter the old password, and new password, and confirm the new password. Hovering over the symbol indicates the password length defined for the Agent Console. Selecting a Security Question and answer in the profile is used to ensure the person requesting to reset the password is the one assigned with the agent account. Changing Your Telephone Number Your contact center supervisor has configured your Agent Console account to conform with your contact center's technical requirements and company policy. Virtual Contact Center allows you to use a hard phone, or a cell phone, or a soft phone to process the contact center interactions. Use of a hard phone requires the phone number while the use of a soft phone requires the SIP URI. While setting up your account, your administrator specifies this information. The administrator also determines if you can change this information in your agent profile. In the My Profile tab, the Phone Number text entry area specifies the phone number you will use to process Virtual Contact Center phone interactions. The SIP URI identifies your soft phone. Based on the configuration of your account, you may be able to edit your phone number and the SIP URI. If the administrator does not grant the privileges, you cannot change your phone number or the SIP URI. Do not change your Agent Console phone number unless directed to by your supervisor. If your supervisor directs you to change your number, possibly to respond to an emergency or to enable you to work in a different location, navigate to your agent profile, in the Personal text entry area, enter the phone number and save the new settings. You may use a traditional land line telephone, or an IP Phone, or a softphone. If you use a hardware telephone, enter the telephone number here. This could be your cell phone, or home phone, or desk phone offering the flexibility to function as an agent from virtually anywhere. If you use a soft phone, configure the soft phone, and enter the SIP Phone URI here. Version 8.0 Rev

30 To change your Agent Console telephone number: 1. In the Agent Console, click Work Offline. The Agent Console makes you unavailable for new interactions. 2. In the Navigation bar, click My Profile. The Agent Console displays the profile configuration page. 3. In the My Profile configuration page, in the Phone Number text entry area, enter your telephone number or the SIP Phone URI. Figure 10: Agent Console > My Profile For information about valid telephone numbers, see Specifying Valid Telephone Number Entries, above. 4. Perform the procedure in Making a Verification Phone Call, on page 1 to verify the operation of the new phone number. Note: If you do not have the permission to change your phone number or the SIP Phone URI, the two fields are disabled as shown below. Version 8.0 Rev

31 Formatting Telephone Number Entries In the Agent Console My Profile page, telephone numbers typed into the Phone Number text entry area. Based on the dial plan implemented for your tenant, you may or may not need to prefix In the United States, must be of the form: 1 three-digit area code seven-digit phone number Outside the United States, must be of the form: Country Code phone number May contain optional dashes, spaces, or parentheses The following illustrates valid United States telephone number entries: (510) Changing Agent Console Telephone Number Based on the permissions set by the Administrator, you can change a new telephone number or a SIP URI. Perform the procedure in this section to change the number of your wired telephone. If you are using a VoIP phone, do not change your SIP Phone URI unless directed to by your contact center supervisor. To change your Agent Console telephone number: 1. Click Work Offline. The Agent Console makes you unavailable for new interactions. 2. Navigate to Profile. The Agent Console displays the profile configuration page. Version 8.0 Rev

32 3. Enter your telephone number in the Phone Number text entry area. For information about valid telephone numbers, See "Formatting Telephone Number Entries" on page 23, above. 4. Click Make verification call to verify if the phone works. When the phone rings, answer the call to complete verification of your agent phone number. 5. If your Agent Console account permits direct agent access, and you want to change your personal voice mail greeting, follow the recorded instructions. 6. Save changes to your phone settings. Configuring Options Your contact center supervisor has configured your Agent Profile to conform with your contact center's technical requirements and company policy. For information about Agent Console options, see Configuring Agent Account Settings, on page 17. Do not change your Agent Console settings unless directed to by your supervisor. Configuring your External CRM If your contact center is integrated with an external CRM such as Salesforce.com or NetSuite, you can access your external CRM account from your Agent Console by saving the login credentials necessary to access the account. Virtual Contact Center now provides out of the box integration with: Salesforce NetSuite Version 8.0 Rev

33 Zendesk Microsoft Dynamics Zoho To enable your agent account for external CRM Integration: 1. Login to Agent Console. 2. Navigate to Profile. 3. Scroll down to the External Setup area. The External Setup provides three tabs. o o Authentication Tab: Allows agents to save CRM login credentials Screen Properties Tab: Allows agents to define Screen Pop properties such as opening a new window for Screen Pop. Note: This tab is enabled only if the tenant administrator grants access privileges. o Window Properties Tab: Allows agents to define size and position of the Screen Pop window. Note: This tab is enabled only if the tenant administrator grants access privileges. 4. Enter your CRM login ID, and password in the Authentication tab. Note: Salesforce requires you to add the security token to your password to authenticate access from a third party application. Obtain your security token from the original Salesforce communication or your Salesforce administrator. Figure 11: External CRM Authentication 5. Click the Screen Properties tab to view or change the settings. Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration only. Version 8.0 Rev

34 Figure 12: External Setup > Screen Pop Properties 6. Click the Window Properties tab to view or redefine the Screen Pop window properties. Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration. Figure 13: External Setup > Screen Pop Window Properties 7. Save your settings to launch your external CRM from the Agent Console. Your supervisor will provide you with the information you need to access and work with your contact center's third-party CRM product. Version 8.0 Rev

35 External CRM Setup Summary The following table summarizes External CRM set up options in the Agent Profile. Table 3: Agent Profile > External Setup Options Functional Area Description Authentication Tab External username: Enter the Username or login ID to log into your external CRM. External Password:Enter the password to login to your external CRM. Screen Properties Tab Note:This tab enabled only if the tenant administrator grants access. Open new window for Screen Pop-up This option allows agents to view Screen Pop of interactions in a standalone pop up window instead of opening new tabs within theagent Console. If an interaction is connected to multiple records, a tab opens listing all matching records. You can click on a record to view the record details. If the option is disabled, launches the native CRM URL within the Agent Console. Along with this option, two more options are available: o Use single window only: This option displays the Screen Pop in a new window and refreshes the same window to show new contact and call log information. If disabled, launches new contact and call log information in new windows. o Hide result listing for single search result: If an interaction fetches multiple matching records, a browser tab lists all matching records in a tabular format. Clicking on a record shows the record details. If this option is enabled, an interaction fetching a single matching record opens the record details in a new window and hides the result listing tab as Version 8.0 Rev

36 Functional Area Description shown below. If this option is disabled, the matching single record lists in a tab in addition to opening in a new window. Window Properties Tab Note: This tab is enabled only if the tenant Show toolbar: Selecting Yes displays the Internet Explorer toolbar at the top of the stand-alone popup window. Selecting No displays the window without the Internet Explorer toolbar. Version 8.0 Rev

37 Functional Area administrator grants access Description Note: Show toolbar is not supported on IE9. Size and Position: In the width and height text entry areas, enter the size of the screen pop window in pixels. In the top and left text entry areas, enter the screen position of the screen pop's upper-left corner in pixels. Personalizing your Agent Console You can personalize your Agent Console settings by choosing a notification option, setting a date format for your communications, and defining your signature setting for s. Figure 14: Agent Profile > Personalization The notification serves as an interaction audio alert. You will hear this audio alert when an interaction is offered to you. Select an option from the available choices. You may personalize your s by creating a custom signature and a date format. You can create a simple text based signature, or a custom signature using HTML tags. If needed, create multiple signatures, and set up a default signature for all your s. You can insert a signature with a single click in your s. Viewing Your Queue Assignments 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 Queue Assignments area lists your queue assignments grouped by media. Version 8.0 Rev

38 If your Agent Console account permissions allow it, you may block interactions from a queue by opting out of queue assignments as directed by your contact center supervisor. To opt out of a queue assignment: 1. Navigate to the Queue Assignments area in the Profile. 2. Select the desired media tab. 3. Clear a queue assignment in your profile. Figure 15: Agent Profile > Queue Assignment 4. Save changes to your profile. Interactions from this queue will not be offered until enabled again. Version 8.0 Rev

39 Recording Agent Messages The Agent Console allows you to record messages and play them during an inbound or outbound call to callers. When you place an outbound call and reach voic , you can choose to play a pre-recorded message and hang up. If you have direct agent access, you can record a personal voic greeting to be played to callers. Prerequisite: To record a message from your phone, your phone must be entered in your profile. To record a message: 1. Select My Recording option from the Control Panel menu. The Agent Console displays the Voice Pre-Recordings panel. Figure 16: Agent Console,Voice Pre-Recordings page 2. Click New Recording link. 3. Enter the following information: Name: to identify the voice message in the Name entry area. Description: to state the purpose of the message in the Description entry area. Text: Script of the message. Version 8.0 Rev

40 Figure 17: New recording dialog 4. Check the Enabled box to play this message during a call. 5. Click Record a Message link. A dialog box appears indicating the following steps to record a voice message. a. Click Call Your Phone. Your phone rings. When you answer the call, you are prompted to record your message after the beep. b. Click Record and say your message. c. Click Stop Recording to end the recording. The recorded message is played to you. If you are not satisfied with the recording, you can re-record the message by clicking Record or by pressing 1 on your phone key pad. d. Hang up the phone and click Close to close the pop-up dialog box. Version 8.0 Rev

41 Figure 18: Voice Pre-Recordings - Dialog box 6. Click Save. Figure 19: List of voice recordings Note: You can play the message and re-record if you wish to by clicking Re-record a Message in the edit mode. Version 8.0 Rev

42 Setting Your Status Virtual Contact Center allows you to change your status by using status button in the Control Panel. When you are logged in to the Agent Console, you are either available to accept new interactions or unavailable. When your status is Available, you can use tools while waiting for a new interaction, but the Agent Console is permitted to offer you a new interaction. When your status is Working Offline,you can be processing the current interaction, updating the CRM data for a previously received interaction, or taking a break. Regardless of why you are Working Offline, the Agent Console is not permitted to offer you a new interaction. Table 4 lists the four statuses. For each of the four statuses, Table 4: Uses a Y to identify which features are available Lists the statuses you can choose while in a particular status Version 8.0 Rev

43 Table 4: Summary of Agent Console tools and options available for each type of agent status Agent status Receive new Access Agent Available interactions Console tools statuses Available Y Y New interactions permitted to interrupt. Work Offline Take Break Busy, In Progress Post Processing Y Generally, tools are accessed to process the current interaction. Y Generally, tools are accessed to complete the most recent interaction. Available Work Offline Take Break Available Work Offline Take Break Work Offline Y Available Take Break Log Out Take Break Available Work Offline Log Out Busy with an Interaction In the Control panel, click Available to become available to receive new interactions and access to all features. The Agent Console automatically changes your status to Busy or In Progress: when you accept an incoming interaction when you place an outbound call through a queue. Version 8.0 Rev

44 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 complete an interaction, the Agent Console automatically changes your status to Post- Processing. When your status is Post Processing, you are unavailable to receive new interactions. Use the post processing interval to perform any tasks required to finalize the interaction. The amount of time you are allotted to perform post processing is specified by your contact center administrator when he or she configures the contact center. When you are Busy or In Progress, the Agent Console enables you to access all Agent Console tools. Caution: If you do not route an outbound call through a queue, your status remains unaffected. If you are in Available status while placing an outbound call, you are open for incoming interactions. Working Offline In the Control panel, click Work Offline to prevent the Agent Console from offering you new interactions yet, but retain the ability to access all features. Examples of tasks you may perform offline include: Extending the time available to complete the existing interaction Updating your CRM customer and case information Taking Breaks and Other Unavailable Statuses In the Control panel, click Take Break to become unavailable to receive new interactions and disable access to all features. Version 8.0 Rev

45 Working with Codes Your contact center administrator may set up different types of code lists serving a unique purpose: Status Codes: to indicate the reason for your status change Outbound Phone Codes: to indicate the calling line ID of your outbound calls Transaction Codes: to state the purpose of each interaction and record the outcome of each interaction You are presented with these code lists 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. Your supervisor will provide you with a list of your company's custom codes and explain when to choose a particular code. Choosing Status Codes If your Virtual Contact Center includes the optional agent status codes feature, your contact center administrator has created status codes that identify 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, the Agent Console displays a list of reasons for working offline. Depending on your contact center's code definitions, the reasons may include Attend Meeting, Attend Training, or Finishing Case Work. You must choose a status code before you can complete the status-change operation. The procedure in this section assumes your Agent Console includes the optional Status Codes feature. Figure 20 shows the Control panel displaying status codes for working offline. Version 8.0 Rev

46 Figure 20: Agent Console, selecting status code To choose a status code: 1. In the Control panel, click a status change button. For a list of statuses, see Setting Your Status, on page 34. The 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. The Agent Console applies the status. The status and associated status code appear in the contact center's historical reports. Choosing Transaction Codes Transaction codes are mainly used to: Version 8.0 Rev

47 State the purpose of interactions. 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 Voic , and Faulty Number etc. Further in the sales process, you can define transaction codes to identify various stages of the sales process, and apply the codes to convey the status and result of each interaction. 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. If your administrator configures a code list as optional, as you process interactions, you have the flexibility to skip codes' selection. Figure 21: Agent Console, selecting a transaction code Version 8.0 Rev

48 You may select a transaction code to indicate the call disposition as shown above. Selecting Transaction Codes To select transaction codes during a call: 1. During an active call, click Options > Transaction Codes. Note: The Options button or the Transaction Codes button indicates a mandatory code list if the code list is mandatory. Figure 22: Mandatory Transaction Codes Vs. Optional Transaction Codes The code list assigned to the queue or the agent group shows. 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. The Agent Console applies the code and enables you to begin processing the new interaction. The transaction code gets logged in the contact center's historical reports. Using Keyboard Shortcuts In a contact center environment, time taken by agents to process calls is critically important. During a call, agents may be required to browse multiple code lists and select desired code/s for each call. This process is time consuming. The keyboard shortcuts for codes minimize the time in 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 (where t = transaction code nn = code number).within each code list, each code is numbered from 01 onwards. To select a second code in Version 8.0 Rev

49 the list press F2 t 02 To select a transaction code using a keyboard shortcut: During an interaction, type F2 t to bring up the Transaction Code list, and then select the desired code. OR Type F2 t nn to select a desired transaction code where nn stands for the transaction code number in the list. The code saves. Note: While selecting a code using the shortcut, always choose lower case d or t. Enter the number as 01, not 1. For a list of acceptable keyboard shortcut keys, refer to the table below: Keyboard Shortcut for Codes F2 t 01 F2 T 01 F2 t 1 Acceptable Format Yes No No Choosing 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 for best call back experience to the customers. 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: Version 8.0 Rev

50 1. Dial a number to call, and click Dial in the Control Panel. The outbound phone code list shows. You can select a code from the list. Figure 23: Selecting an Outbound Phone Code 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. Using Keyboard Shortcuts In a contact center environment, time taken by agents to process calls is critically important. During a call, agents may be required to browse multiple code lists and select desired code/s for each call. This process is time consuming. The keyboard shortcuts for codes minimize the time in 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 (where d = outbound phon code nn = 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 To select an Outbound Phone Code using a keyboard shortcut: 1. Dial a number to call, and click Dial in the Control Panel. 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 stands for the code number. The desired code is selected and the call dials out. Version 8.0 Rev

51 Note: While selecting a code using the shortcut, always choose lower case d or t. Enter the number as 01, not 1. For a list of acceptable keyboard shortcut keys, refer to the table below: Keyboard Shortcut for Codes F2 d 01 F2 D 01 F2 d 1 Acceptable Format Yes No No Version 8.0 Rev

52 Overview of Processing Interactions Your contact center supervisor will assign you to one or more queues. The Virtual Contact Center supports four types of queues: Phone Voice Mail Chat Each type of queue corresponds to a type of Agent Console interaction. Interactions are the customer requests for information or assistance that you will use your Agent Console to process. The Control Panel in the Agent Console features a separate interaction tab for each media type. The additional Status tab provides real time status on agents and queues. Overview of Interactions and Status When you accept a new interaction, the Agent Console sets your status to Busy (or an interaction-specific variation of busy such as in Progress). When your status is busy, the Agent Console does not offer you new interactions. After you complete an interaction, the Agent Console sets your status to Post Processing and starts a post-processing countdown timer. The post processing interval provides you with the time required to perform any post-interaction tasks, such as updating a customer or case record. After the post-processing countdown timer reaches zero, the Agent Console sets your status to Available. When your status is Available, the Agent Console offers you new interactions. If the post processing countdown timer reaches zero, and you need additional time to perform postinteractions tasks, click Work Offline and block any new interactions. Managing Multiple Tasks The multi-tabbed interface in Agent Console gives flexibility to manage multiple multi-task. For example, If you are making some changes to your profile and do not want to block any interactions, you can keep your status Available. Accepting a new interaction triggers a screen pop in a separate tab without interrupting the changes to your profile. Version 8.0 Rev

53 Processing Phone Interactions The Agent Console phone controls enable you to perform the following operations: Accept inbound phone interactions Record phone interactions (if settings permit it) Transfer phone interactions to different agents, phone numbers, or phone queues Initiate outbound phone calls Set up a multi-party phone conference Overview of Phone Interactions Most contact center agents are assigned to one or more phone queues. Phone queues prioritize and deliver phone interactions to agents whose status is Available, and who are assigned to an enabled queue. For information about opting in/out of queue assignments, see Viewing Your Queue Assignments, on page 29 Inbound Phone Call Flow Calls flowing into Virtual Contact Center stay in a queue until an agent is available. When an agent changes 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, or account number, or case number or any arbitrary data passed during the interaction. Searching based on arbitrary data requires customization of the CRM workflow and 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 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 call disposition. Selecting transaction codes may be optional or mandatory based on the settings. On 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 auto log, one of the following auto log events occurs: Screen pop auto log in view mode Screen pop auto log in edit mode No screen pop Version 8.0 Rev

54 Note: Auto log of interactions requires administrator configuration. The sequence of events in an inbound call flow may be represented as follows: Figure 24: Inbound Call flow diagram 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, end call get 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, purpose, and their availability. Version 8.0 Rev

55 Phone Control Button Dial Mute Hold End Call Transfer Lines Join Lines Stop recording Resume recording Purpose Enters a destination phone number in the number field and click Dial to initiate an outbound call. Mutes self during an active call Places an active call on hold. Ends an active call after selecting mandatory transaction codes if any. Transfers calls from one phone line to another. Joins calls on the two telephone lines to set up a conference. stops recording an active call. (Availability is subject to privileges) resumes recording. (Availability is subject to privileges) Always use the Agent Console phone controls to select phone lines or perform functions such as Mute or Hold, not the controls on your agent telephone. Version 8.0 Rev

56 Figure 25: Phone Tab Controls The Agent Console supports two phone lines: 1 and 2. When switching between two lines for purposes of transferring a phone interaction or setting up a multi-party phone conference, the Agent Console automatically places the line you are switching from on hold. Accepting a Phone Interaction You are ready to process new interactions when you change your status to Available. Interactions waiting to be served in the queue you are enabled to handle, are offered to you. For a pictorial representation of the sequence of events in an inbound call, See "Inbound Phone Call Flow" on page 45. Figure 26 shows the Control panel tools you will use to accept a phone interaction. Version 8.0 Rev

57 Figure 26: Agent Console, accepting a phone interaction To accept an inbound phone interaction: 1. In the Control panel, change your status to Available. The 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 and/or after accepting an interaction, and/or after completing an interaction. 3. Process the call. 4. If required, select transaction codes before ending the call. 5. Click End Call in the Control Panel to initiate the post-processing countdown timer. Version 8.0 Rev

58 The Agent Console changes your status to Post Processing. If the post-processing countdown interval reaches zero, the Agent Console automatically sets your status to Available. 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. Playing Agent Recorded Messages The Agent Console allows you to record up to ten messages and play them during an inbound or outbound call. When you place an outbound call and reach voic , you can choose to play a prerecorded 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 if you have direct agent access. To play a recorded message during a phone interaction: 1. When a call connects, Click Options > Play My Recording. Your list of pre-recorded messages is displayed. Figure 27: Agent Console,Voice Pre-Recordings page 2. Select the recording you wish to play and click play. Your recorded message plays to the caller. Recording Phone Interactions Because recording a phone interaction uses some amount of your contact center's recording storage space, always consult your contact center supervisor before using the Agent Console to record phone interactions. Your supervisor will provide you with specific situations that require the use of the Agent Console recording feature to record a particular phone interaction. Version 8.0 Rev

59 In conformance with you supervisor's instructions, and if your contact center has enabled you to record phone interactions, you may utilize the feature. Based on the call recording permissions assigned to you, you: can start call recording can start and pause call recording may be denied permissions to control recording Based on the call recording permission, the Control Panel presents appropriate options: 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 anytime. Figure 28: Ability to Start Call Recording Start and Pause Call Recording: When a call connects, the Control Panel shows the Recording button and a Pause button. Click the Recording button to start recording and click the Pause button to pause the recording. Version 8.0 Rev

60 Figure 29: Ability to Pause Recording No Recording Controls: If you do not have the recording permissions, the Control Panel does not show any recording control buttons during a call. Figure 30: No Recording Controls Adding Notes During an Interaction You have the capability to add notes regarding an interaction during inbound/outbound phone calls, or during a chat conversation. This enables smooth transition of an interaction from one agent to another. Version 8.0 Rev

61 For example, if you left a voice mail to a customer, you can leave a note to the next agent about the voic who handles the next interaction with the same customer in future. In Salesforce CRM, the notes gets saved in the call log of the activity history. The agent who handles the next interaction with the same customer can refer to the call log and view the notes. Note: This feature is applicable to Enhanced integration of Multichannel Connect for Salesforce. The notes panel can be accessed by going to Options menu in the control panel of the Agent Console To access notes panel during a phone or chat interaction: 1. Click Options and select transaction codes. The notes panel shows below the transaction codes. Figure 31: Agent Console, Notes Panel 2. Enter the notes in the panel and click Save. The saved notes appears in the Detailed Accepted Transaction Report. Version 8.0 Rev

62 Transferring a Phone Interaction to another Agent Virtual Contact Center allows agents to transfer an active call to another agent or a queue. An agent has access to two telephone lines from the Agent Console which enable transferring and joining two calls. Before transferring a call, you can check the status of other agents, consult an available agent and then transfer the call or transfer blindly without consult. shows the Control panel tools you will use to transfer a phone interaction to a different agent. Figure 32: Transferring a call to another agent To transfer an active phone interaction to another agent: 1. Announce the transfer to the current caller. 2. Click the line 2 telephone button in the Phone tab. The Agent Console automatically places the phone interaction on line 1 on hold. Version 8.0 Rev

63 3. Click the Agents tab. The Agents tab lists agents currently logged in to the 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 via 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 Transfer Lines button gets enabled. d. Inform the agent you're transferring a phone interaction to them, then click Transfer Lines to complete the transfer. The Agent Console submits a new phone interaction to the selected agent, then changes your status to Post Processing. 5. To transfer the interaction without first speaking to the second agent, select an agent, then click Blind Transfer. The Agent Console sends 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 has Virtual Contact Center voice mail, then the call is sent to the agent's voice mail. If the second agent does not answer the phone, and the agent does not have Virtual Contact Center voice mail, then after the timeout period, the call is dropped. For information about your contact center's timeout interval, contact your contact center administrator. 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. Transferring a Phone Interaction to another Phone Queue Virtual Contact Center allows agents to transfer an active call to another agent or a queue. An agent has access to two telephone lines from the Agent Console which enable transferring and joining two calls. Before transferring an active call to another queue, the agent handling the call should check the status of the destination queue and then transfer. shows the Control panel tools you will use to transfer a phone interaction to a different queue. Version 8.0 Rev

64 Figure 33: Transferring call to a queue 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. 2. In the Phone tab, click the Queue tab. The Agent Console does not place the phone interaction on line 1 on hold. 3. Choose a queue and click Transfer. The 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. Version 8.0 Rev

65 4. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post processing tasks. Making Outbound Phone Calls The Agent Console allows you to make outbound phone calls to an external phone number. Contact your supervisor for your contact center's policies for using the Agent Console to place outbound calls. You can place outbound calls using: Agent Dial: Ability to dial outbound calls from the control panel by simply entering the desired number and clicking dial. Click to Dial: Ability to click and dial the phone numbers from external CRM records Web Call Back: A system generated outbound call placed in response to a customer request How the Agent Console Places Outbound Calls The Agent Console uses a two-step process to dial an outbound call. 1. After you type an external phone number and click Dial, the Agent Console dials your agent telephone number. 2. After you answer your agent telephone, the Agent Console dials the external phone number. Figure 34: Placing an Outbound Call Keyboard Dialing Digit Tones During a phone call, agents may encounter problems communicating digit tones to an IVR system using the telephone key pad. For example, during an outbound call, an agent inputs an account number in Version 8.0 Rev

66 response to an IVR system prompt, the account number may be incorrectly conveyed due to digit audio leakage during transmission among diverse networks. Keyboard dialing provides an alternate mechanism to counteract this issue. It offers an alternate long tone method through an Virtual Contact Center Dial Pad interface to convey digit tones from an Agent Console to a touch tone IVR system across diverse networks limiting the possibility of digit audio leakage. Keyboard dialing allows an agent to generate two types of digit (DTMF) tones Short tone, Long Tone. When the default short tone fails, an agent may select long tone using the Dial Pad interface to communicate the information correctly to the destination IVR system. Features Keyboard Dialing features the following behavior: Available during any active phone call session. Supports two types of Digit tones: Short tone, Long tone Preserves the digit tone setting per agent, per browser, and per workstation. If an agent logged out and logged back into the same workstation, previous setting of the digit tone is maintained until the next manual change. Shares between two busy lines in a two-line call. The dial pad stays open when agent switches between two busy phone lines. Generates digit tones for the active line only in the event of an agent handling two busy lines. Allows navigating voic IVR to access voice mails. Limitations Keyboard dialing has the following limitations: Not readily available when call is put on Mute. Not supported for Virtual Contact Center CTI Connect for Salesforce. Not supported for recording personal greetings during verification calls. Using Keyboard Digit Tone Dialing During an active call session, you can use keyboard or the Dial Pad for digit tone dialing. Dial Pad enables you to change digit tone duration. When an agent accepts a phone call, the Options menu gets activated in the control panel. The Options drop down menu includes the Dial Pad feature. To dial digit tones using keyboard: Version 8.0 Rev

67 1. Place the cursor focus in the phone text box. Figure 35: Placing focus in phone text box 2. Enter the numbers on the keyboard. You may hear the short tone transmission. 3. To change the digit tone duration, click Options and select Dial Pad from the drop down menu. OR press CTRL+X to bring up the Dial Pad. Figure 36: Accessing Dial Pad 4. Check the long digit tone (Uncheck for Short tone). Version 8.0 Rev

68 Figure 37: Using Digit Tone 5. Input the digits or the characters using the keyboard or the Dial Pad. Processing 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. 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: Version 8.0 Rev

69 1. Change your status to Available in the control panel. Figure 38: Agent Console, Campaign call offered The phone tab blinks. The CRM panel presents the complete contact record for preview while the control panel indicates an outbound call. After a quick preview of the contact record, you can decide to start, reject or skip the call. Note: If you do not accept the call within the timeout period, your status changes to On Break automatically. 2. Click Start to initiate the call. Your phone rings. a. Answer your phone. Destination number dials automatically if a default phone is selected. b. In the absence of a default phone number, select a destination number to dial from the drop down list of numbers. Version 8.0 Rev

70 Figure 39: Agent ConsoleControl Panel c. Click Options to see the processing options such as playing a pre-recorded message, recording the conversation, or selecting a transaction code. d. Select a desired option and complete the call. OR 3. Click Reject to reject the call. You status automatically changes to Work Offline. The call is routed back to the queue for next available agent. OR 4. Click Skip. This call skips and next call on the queue is offered. The skipped record is marked completed. Rescheduling Campaign Calls If a campaign call fails to reach the called party, you can setup retrial calls or schedule a call back automatically by selecting appropriate transaction codes that map to the following disposition actions: Version 8.0 Rev

71 Try Again: sets up retrial attempts for a call as specified by the administrator. The retrial call is placed back in the queue and offered to any available agent at the specified time interval. For example, if you fail to reach the called party during a campaign call, you can select a transaction code such as Ring, No answer, or Reached third party, which map to Try Again disposition action triggering retrial attempts for the call. Schedule Call back: allows scheduling a call back to a campaign customer, and pops up a reminder at the scheduled time to the same agent. The agent has to manually place a call. For example, on reaching a destination number, if a customer suggests a time to call back, you can select a code to schedule a call back based on the customer s convenience. Figure 40: Scheduling a Campaign Call back If you select a transaction code that triggers schedule call back, you are prompted to schedule a time for call back using the calendar. Specify a date and time to call back. A task is automatically created for the call. A reminder pops up a few minutes before the specified scheduled call with the call log. Click the call log to view the details of the scheduled call. The agent has to manually place the call to complete the task, and dismiss the task in the Reminder window. Version 8.0 Rev

72 Saving Do not Call Disposition On reaching a contact during a campaign call, if the contact asks not be called back again, you can select an appropriate transaction code to indicate the contact's choice. You can automatically save this information in the contact record if: the code is mapped to Do not Call disposition action if the campaign defines a field to capture the transaction code. The do not call disposition information is critical to filter the record from the campaign call list for recycling. Figure 41: Selecting Do not Call Disposition Managing Your Status During Outbound Calls During outbound calls, your status changes to busy or preserves can change your status to busy or preserve status. Your status changes to busy if you route the call through a queue. You can route a call through a queue by selecting an outbound phone code if your contact center administrator has set it up. If you do not route the call through an outbound queue, your previous status is preserved. For example, if your status is Available while making an outbound call, and you do not route the call through a queue, the Agent Console leaves your status as Available offering new incoming phone interactions. Changing 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 Version 8.0 Rev

73 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. Enter a phone number to call and click Dial. You are prompted to select an Outbound Phone Code. Figure 42: Agent Presented with Outbound Phone Codes 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. Version 8.0 Rev

74 Figure 43: Agent Status Changing to Busy The call dials your phone and then the destination number. Retaining your Current Status If you do not route an outbound call through a queue, your current status is retained and you will be 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 the Agent Console offers you a new interaction: Click Accept Call to have the Agent Console place the existing call on hold, place the incoming phone interaction on line 2, connect your agent telephone to line 2, and change your status to Busy. Click Reject Call to have the Agent Console return the new interaction to the phone queue and change your status to Working Offline. If you neither accept nor reject the new interaction, and the interaction acceptance interval reaches zero, the Agent Console returns the new interaction to the phone queue and changes your status to Working Offline. Choosing Outbound Phone Codes If your contact center administrator has set up codes to assign a calling line ID to outbound calls, you have to select appropriate codes to apply the right calling line ID to your outbound calls. For details, see Choosing Outbound Phone Codes, on page 41. Transferring a Phone Interaction to an External Phone Number Perform the procedure in this topic to forward a phone interaction to another telephone number. Version 8.0 Rev

75 The procedure in this topic assumes that you are processing a phone interaction. Figure 44 shows the Control panel tools you will use to transfer a phone interaction to a different number. Figure 44: Agent Console. transferring to an external number To transfer a phone interaction to an external number: 1. Announce to the current caller that you are going to transfer them to another telephone number. 2. In the Control panel, in the Phone tab, click the 2 telephone button. The Agent Console automatically places the phone interaction on the 1 button on hold. 3. In the Phone tab, in the telephone text entry area type a telephone number then click Dial. In the U.S. type 1 before the area code. If the Agent Console prompts you to choose a Transaction Code, in the list of codes, choose a code, then click Save. For information about choosing Transaction Codes, see Choosing Transaction Codes, on page 38 The Agent Console dials the number, then changes the Dial button to Ringing (Figure 44). Version 8.0 Rev

76 4. To transfer the call after the second party has answered the phone, tell the second party you're transferring a phone interaction to them, then click Transfer Lines to complete the transfer. The Agent Console changes your status to Post Processing. 5. To transfer the call before the second party answers the phone, click Transfer Lines. The Agent Console forwards the call, then changes your status to Post Processing. If the second party does not answer the call, and the second party does not have a voice mail box, the call eventually times out and is dropped. 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. Using Join Lines to Set Up a Conference Call You can use the Agent Console Join Lines feature to create multi-party conference calls that include: Other agents who are online, and whose status is Available or Working Offline. External telephone numbers. Overview of Agent Console Conference Calls Use the Agent Console Join Lines feature to set up multi-party conference calls. The Agent Console, uses line 1 to conduct a multi-party conference, and line 2 to connect each additional participant. Each time you connect a new participant to the conference, the Agent Console automatically connects both the new participant and you with the participants already connected to line 1; line 2 becomes available to connect additional conference participants. Setting up conference calls is a variation of using the Agent Console Transfer Line feature described in: Transferring a Phone Interaction to another Agent, on page 54 Transferring a Phone Interaction to an External Phone Number, on page 66 The key difference between transferring a phone interaction and creating a multi-party conference is that rather than clicking Transfer Line to hand a phone interaction off to a different agent or phone number, you click Join Lines to remain on the line as the coordinator of the multi-party conference. Adding an Agent to a Conference Call Perform the procedure in this topic to add another agent who is logged in to the Agent Console, and whose status is either Available or Working Offline, to a conference call. shows the Control panel tools you will use to add an agent to a conference call. To add an agent to a conference call: Version 8.0 Rev

77 1. Announce to the current caller that you are going to add them to the conference, then in the Control panel click line 2. The Agent Console automatically places line 1 button on hold. 2. Click the Agents tab. In the Agents tab, the Agent Console lists the agents currently logged in to the Agent Console whose status is either Available (shown as Waiting in the list) or Working Offline. 3. In the list of agents, select an agent, then click Dial. The Agent Console submits a new phone interaction to the selected agent. After the phone has been answered, the sound of human or recorded voice enables the Join Lines feature. 4. If you receive the agent's voice mail, click End Call to disconnect the call and return to line If the agent answers, tell the agent you're adding them to a conference, then click Join Lines. The Agent Console connects the agent and you to any conference participants already on line Click End Call to disconnect from the conference. The Agent Console leaves the other parties connected to the conference call. Adding an External Party to a Conference Call Perform the procedure in this topic to add an external party to a multi-party conference call. Figure 45 shows the Control panel tools you will use to add an external party to a conference call. Version 8.0 Rev

78 Figure 45: Agent Console, line 2, add external party Version 8.0 Rev

79 To add an external party to a conference call: 1. Announce to the current caller that you are going to add them to a multi-party conference call, then In the Control panel, in the Phone tab, click line 2. The Agent Console automatically places line 1 on hold. 2. In line 2, in the number text entry area, type a telephone number then click Dial. In the U.S. type 1 before the area code. If the Agent Console prompts you to choose a Transaction Code, in the list of codes, choose a code, then click Save. For information about choosing Transaction Codes, see Choosing Transaction Codes, on page 38 The Agent Console dials the number. After the phone has been answered, the sound of human or recorded voice enables the Join Lines feature. 3. If you receive the agent's voice mail, click End Call to disconnect the call and return to line If a person answered the phone, tell them you're adding them to a conference call, then click Join Lines. The Agent Console connects both the new participant and you to any callers already on line Click End Call to disconnect from the conference. The Agent Console leaves the other parties connected to the conference call. Version 8.0 Rev

80 Processing Voice Mail Interactions For agents assigned to Voice Mail queues, the Agent Console Phone tab enables you to process Voice Mail interactions as a subset of Phone interactions. Overview of Voice Mail Interactions The information in this section describes the default Voice Mail options. The Agent Console uses the Control panel, Phone tab to offer an agent Voice Mail interactions. Unlike Phone interactions, Voice Mail interactions cannot be transferred or forwarded. For information about the Agent Console phone tools, see Overview of Phone Controls, on page 46 Accepting a Voice Mail Interaction Perform the following to accept a new a voice mail interaction. The following procedure assumes that you are assigned to an enabled voice mail queue, and that your status is available. To accept a Voice Mail interaction: 1. In the Control panel (), click Available. The Agent Console offers a voice mail interaction only to an agent assigned to an enabled voice mail queue, and whose agent status is available. 2. When your agent telephone rings, and the Agent Console flashes the Phone tab and displays Voic Offered, answer your agent phone to accept the interaction. The Agent Console: Plays a recorded message that notifies you that the new interaction is a Voice Mail interaction. Tells you to press 1 to send a copy of the voice mail message to your address as a WAV file attachment. The only way you can save a voice mail message is to send a copy of the message to your address. When you disconnect your agent telephone from the Voice Mail interaction, the Agent Console permanently deletes the voice mail message. Begins playing the voice mail message. The Agent Console repeats the voice mail message until you hang up the phone or press End Call. Version 8.0 Rev

81 3. After listening to the voice mail message, hang up your agent telephone or in the Control panel, Phone tab, click End Call. The Agent Console permanently deletes the voice mail message. If you did not press 1 to send a copy of the voice mail message to your address, the message is permanently lost. 4. Click End Post Processing to make your status Available or click Work Offline if you need more than the allocated time to complete any post processing tasks. Version 8.0 Rev

82 Processing Chat Interactions The Agent Console Chat controls enable you to perform the following operations: Accept inbound chat interactions Transfer a chat interaction to a different queue Use a secondary chat channel to ask another agent for help Insert preformatted answers from your contact center's Frequently Asked Questions (FAQs) into chat sessions Overview of Chat Interactions In the Agent Console, chat interactions provide a means of responding in real-time to customer inquiries. Depending on the configuration of your contact center, the contact center's chat access page can be configured to either allow or require a customer to supply an account number or other numerical information before beginning the chat interaction. When you accept the new chat session, the Agent Console uses the information to automatically access customer or case records in the Internal CRM. If the customer has not supplied any identifying information before beginning the chat, you can use the chat window to ask the customer for the information you need to create a new customer or case record. Accepting a Chat Interaction If you are working with the Internal CRM, and a new chat interaction arrives, you will lose your work unless you save it before accepting the new chat interaction. For this reason, take the time to understand the complete chat interaction workflow. Figure 46 shows the Control panel tools you will use to accept an chat interaction. Version 8.0 Rev

83 Figure 46: Agent Console, accepting a chat interaction To accept a new chat interaction: 1. In the Control panel, click Available. The Agent Console offers new customer chat interactions only to agents assigned to an enabled chat queue, and whose agent status is available. You can use the agent-to-agent chat feature to contact other agents whose status is Available or Working Offline. For information about agent-to-agent chat, see Using Agent-to-Agent Chat, on page If you are working with the Internal CRM, and a new chat interaction arrives, in the CRM panel perform one of the following: Click Save as Draft to save your work before accepting the new chat interaction. Click Save to send the current follow-up. Version 8.0 Rev

84 If you do not save your work before accepting a new chat interaction, the Agent Console permanently discards the current contents of the unsaved Properties or Notification tabs. For information about the Properties and Notification tabs, see Creating Follow-up Records, on page After saving your work, in the Control panel click the chat tab, then perform one of the following: Click Accept Chat to begin processing the chat interaction and change your status to Chat in Progress. Click Reject Chat to return the chat to the queue and change your status to Working Offline. If you did not accept or reject the new interaction within the acceptance interval, the Agent Console changes your status to On Break. If you accepted the new chat interaction, in the Control panel, the Agent Console displays the Chat tab. If the customer supplied account or case information when initiating the chat, the Agent Console accesses the appropriate record and displays the record in the CRM panel. Processing Chat Interactions If you accept a new chat interaction, the Agent Console changes your status to Busy and starts the chat session. Figure 47 shows the tools you will use when processing a chat interaction. Version 8.0 Rev

85 Figure 47: Agent Console, chat interaction processing To process a chat interaction: 1. To accept a new chat interaction, perform the procedure in Accepting a Chat Interaction, on page 74. When you accept a new chat interaction, the Agent Console places the new interaction in the Control panel, Chat tab. If your contact center prompted the customer for account or case information, the Agent Console uses the information to locate an existing customer or case record in the Internal CRM. 2. In the Your Message text entry area, type your chat message, then press ENTER or click Send to transmit your messages to the customer. The Chat Transcript displays both your and the customer's chat messages. Version 8.0 Rev

86 Note: The chat screen notifies both the parties on chat when one is typing. For example, during a chat session between an agent and a customer, when an agent types, the customer's screen notifies the agent is typing and vice versa. 3. If your contact center did not prompt the customer for account or case information, begin the chat session by requesting that information from the customer. 4. To end the chat interaction, click End Chat. Transferring a Customer Chat to a Different Queue Perform the procedure in this topic to transfer a customer chat interaction to a different queue. Figure 48 shows the Control panel tools you will use to transfer a chat interaction. Figure 48: Agent Console, transfer customer chat to a different queue To transfer a new chat interaction to a different queue: Version 8.0 Rev

87 1. Perform the procedure in Accepting a Chat Interaction, on page 74 to accept the new customer chat interaction. Agent-to-agent chats cannot be transferred to a different queue. 2. In the Control panel, click the Queues tab. The Agent Console lists the chat queues available to accept the transferred interaction. 3. In the list of chat queues, choose a queue then click Transfer. The Agent Console transfers the interaction to the selected queue. Using Agent-to-Agent Chat You can chat with other agents logged into your contact center. You can send a chat request to an agent even if the agent is busy processing an interaction. The Agents tab lists all logged in agents with the current status. You can access Agents tab from Phone tab, or Chat tab, or Status tab. To initiate a chat with another agent: 1. Log into the Agent Console. 2. Click the Chat Tab, or the Phone Tab, or the Status tab in the Control Panel. 3. Click the Agents tab from the selected main tab. Version 8.0 Rev

88 Figure 49: Initiating agent to agent chat 4. Select and click the desired agent in the list to bring up the context menu. The Request Chat button enables. 5. Click Start a chat from the context menu or Request Chat button. A chat request is offered to the second agent. Note: You can send a chat request to an agent who is in busy status as shown below. Version 8.0 Rev

89 Figure 50: Agent sending a chat request to another agent is busy status The second agent who is busy is offered the chat request on the second line. He/She can accept or reject the chat. Version 8.0 Rev

90 Figure 51: Offering a Chat request If the second agent accepts the chat request, the chat interaction is established on Chat Line In the Chat Transcript - Your Message area, enter your message and click Send. The message is sent. Inserting 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 navigating 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: 1. Select FAQ option from the Control Panel. 2. Search for the relevant information by keywords, or FAQ category. 3. After finding the relevant FAQ, click Send in current chat link. Version 8.0 Rev

91 Figure 52: Inserting FAQ in a live 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 navigate 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. Figure 53: Inserted FAQ in a chat Version 8.0 Rev

92 Version 8.0 Rev

93 Processing Interactions The Agent Console controls enable you to perform the following operations: Accept inbound interactions Reply immediately to an interaction, or save an partial reply for later processing Transfer an interaction to a different queue Insert preformatted answers to frequently asked questions into replies If your agent account permissions enable it, pulling and optionally deleting unread messages from your queues Overview of Interactions In the Agent Console, interactions provide a means of receiving and sending written customer inquiries and agent responses. Using the Agent Console to process interactions requires the use of the Internal CRM. If your Agent Console has been configured to interoperate with a third-party CRM, the Internal CRM continues to process all interactions received by the Agent Console. When the Agent Console offers you a new interaction, the CRM panel displays the displays the in the Internal CRM. If the message's From field, contains the address of an existing customer, or the case number in the messages Subject line matches information in the Internal CRM, the Agent Console displays that customer or case record. For information about configuring your Agent Console profile's settings, see Configuring Options, on page 24. Accepting an Interaction If you are working with the Internal CRM, and the Agent Console offers you a new interaction, you will lose any changes you entered unless you use Save as Draft to save any updates before accepting the new interaction. For this reason, take the time to understand the complete interaction workflow. Figure 54 shows the Control panel tools you will use to accept an interaction. Version 8.0 Rev

94 Figure 54: Agent Console, accepting an interaction To accept a new interaction: 1. In the Control panel, click Available. The Agent Console offers new interactions only to agents enabled for the queue, and whose agent status is available. When your status is Available, the Agent Console can offer you interactions from any type of contact center queue Phone, Voice Mail, Chat, or to which you are assigned. 2. If you are working with the Internal CRM, and the Agent Console offers you a new interaction, before accepting the new interaction perform one of the following: Click Save as Draft to save your work before accepting the new interaction. Click Save to send the reply or save your follow-up notes. If you do not save your work before accepting a new interaction, the Agent Console permanently discards the current contents of the unsaved Properties or Notification tabs (Figure 54). 3. After saving or completing your work, perform one of the following: Click Accept to begin processing the new interaction. The Agent Console changes your status to in Progress. Version 8.0 Rev

95 Click Reject to return the to the queue. The Agent Console changes your status to Working Offline. If you did not accept or reject the new interaction before the acceptance interval countdown timer reaches zero, the Agent Console changes your status to On Break. If you accepted the new interaction, the Agent Console changes your status to in Progress, displays the Internal CRM, and starts the processing interval countdown timer. 4. If you accepted the new interaction, in the Control panel, in the tab, in the list of interactions double-click the new interaction. In the CRM panel, the Agent Console displays the Internal CRM case management tools (Figure 54). Use the case management tools to process the interaction. Processing Interactions If you accept a new interaction, the Agent Console changes your status to in Progress, displays the Internal CRM, and starts the processing interval. Figure 55: Agent Console, interaction processing To process an interaction: Version 8.0 Rev

96 1. To accept a new interaction, perform the procedure in Accepting an Interaction, on page 85. When you accept a new interaction, the Agent Console places the new interaction in the Control panel, tab, Reply To list. 2. In the Control panel, in the tab, in the Reply To list click the interaction to display the CRM Create New Follow-up panel. The Create New Follow-up panel contains two tabs: Use the Properties tab to choose case status, type, category, and related case options, and to annotate the follow-up. Use the Notification tab to reply to an To save a draft of the interaction for completion at a later time, click Save as Draft. The Agent Console adds the follow-up to your list of Internal CRM follow-ups for the current case. To view your drafts, in My Cases choose My Drafts, then in the list of drafts select the draft you want to view. For information about working with cases, see Creating and Editing Case Records, on page To reply to an , in the case or follow-up window, in the Notification tab: Use the From, To, and Signature options to select the appropriate entries for the reply In the Description text entry area, type the response to the interaction. Click Save to send the completed reply. At the end of the interaction processing interval, the Agent Console changes your status to Available. If you accept a new interaction before clicking Save As Draft or Save to save the existing interaction, the Agent Console discards those changes. Transferring an to a Different Queue Perform the procedure in this topic to transfer a new interaction to a different queue. Figure 56 shows the Control panel tools you will use to transfer an to a different queue. Version 8.0 Rev

97 Figure 56: Agent Console, transfer to a different queue To transfer a new interaction to a different queue: 1. Perform the procedure in Accepting an Interaction, on page 85 to accept the new interaction, but in the tab do not click the interaction to add it to the Internal CRM. 2. In the Control panel, click the Queues tab. The Agent Console lists the queues available to accept the transferred interaction. 3. In the list of queues, choose a queue then click Transfer. The Agent Console transfers the interaction to the selected queue. Inserting FAQ Responses into s If your contact center maintains an FAQ knowledge base, you can extract relevant data from the knowledge base and insert these FAQ responses in an response to customers. Using these FAQ responses minimizes agents' time in finding the right information and maintains consistent delivery of information. Version 8.0 Rev

98 You can insert FAQs in an 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 using shortcuts: 1. Enter the shortcut for the desired FAQ. 2. Click Insert FAQ. Full text of FAQ response inserts in the body. Figure 57: Inserting an FAQ response using shortcuts To insert an FAQ by browsing through the knowledge base: Version 8.0 Rev

99 1. Click Browse FAQ link. 2. Search and locate the desired FAQ. 3. Insert the content as a link or as full text by selecting the right option. Links or full text content of the selected FAQ items insert in the body. Figure 58: Inserting an FAQ response in an Pulling s From a Queue If your Agent Console account has been configured to permit it, you can use the Pull feature to list the unread s in your assigned queues. You can then select a queued interaction for immediate processing. Figure 59 shows the tools you will use to pull s from a queue. Version 8.0 Rev

100 Figure 59: Agent Console, Control panel, Status tab To pull interactions from an queue: 1. In the Agent Console, set your status to Working Offline. If your status is Available, the Agent Console may offer you a new interaction before you can complete pulling interactions from an queue. 2. In the Control panel, in the Status tab, in the list of queues click Pull or in the Wait column click on the number of interactions waiting in that queue. In the CRM panel, the Agent Console lists the selected queue's first 15 pending interactions. 3. In the list of queued s, in the Subject column, click an interaction to begin processing that interaction immediately. For information about processing interactions, see Processing Interactions, on page 85. Version 8.0 Rev

101 Deleting s From a Queue If an Agent Console account has been configured to permit an agent to use the Pull feature to select a queued interaction for immediate processing, the agent can also use the feature to permanently delete one or more queued interactions. Deleting a pulled interaction from an queue: Permanently deletes the interaction from the queue Does not delete the customer record associated with the from the Internal CRM To permanently delete interactions from an queue: 1. Perform the process in see Pulling s From a Queue, on page 91 to display a list of queued interactions. 2. In the list of queued s, perform one of the following: To remove individual interactions from the queue, select one or more messages. To remove all the interactions in the list, select the column heading checkbox. Repeat the list-delete operation to remove additional interactions. 3. Click Delete. The Agent Console displays a delete confirmation dialog. In the delete confirmation dialog, click OK to permanently remove the selected interactions from the queue. Version 8.0 Rev

102 Managing Customers, Cases, and Tasks 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 scripting can use information about an incoming interaction, such as a phone number or a case number or an 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: Customer Case Follow-up Task Customer A customer object allows you to create customer instances with unique Account numbers. A customer record stores information such as name, address, phone numbers, and offers the capability to customize the customer object with custom fields. Case A case object describes customer s feedback, queries, or issues. You can create cases to systematically track and solve customer s issues. You can quickly create, update, and view cases. You may indicate the status of a case as open or closed. The standard definition of a case allows you add additional attributes to a case by stating the status, visibility, severity, 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-up 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 as well as communications regarding the case. The Follow-up object allows you to track how a case is resolved by creating multiple follow-up records. Version 8.0 Rev

103 Task A Task refers to a call, an , a meeting, a chat or any other type of contact made with a customer. A task organizes and helps you track all interactions associated with a customer. The task object serves to create, and manage all tasks you plan to perform or have performed, such as making calls or sending mails. For example, you can create a task to schedule a phone call to a customer, and set a reminder. A reminder pops up a few minutes before the scheduled call. Integrating with External CRM The Virtual Contact Center also supports integration with third-party CRMs, such as NetSuite and Salesforce.com. If your Agent Console integrates with an external CRM, your contact center supervisor will provide 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 into Agent Console, the Display Panel launches separate tabs for: Cases: lists cases assigned to you, groups all related tasks such as creating a new case, editing, and deleting cases, as well as reporting. Customers: lists customers assigned to you with centralized access to related tasks such as editing a customer record, adding a case, a follow up, or a task. Tasks: Lists tasks assigned to you with the ability to create new tasks, edit, or delete tasks. Version 8.0 Rev

104 Customizing Lists of Customers and Cases Selecting a CRM tab lists customers, and cases and tasks. You can filter the list as follows: Assigned To Me: customers whose open cases are assigned to you; open cases that are assigned to you. This is the default option. Assigned To My Group: customers whose cases are assigned to your group members; open cases that are assigned to your group. Created By Me: customer records created by you; cases created by you. My Draft Customers (customers) or My Drafts (cases) : customer records created by you in draft state; cases created by you in draft state. Choose My Draft Customers and My Drafts to access customer or case records that you saved as draft. Version 8.0 Rev

105 Figure 60: Filtering Searching for CRM Data The search feature in the Agent Console allows you to search for customers, cases, and task records in your CRM based on specific criteria. You can perform a simple 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 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 search operators as described in the following table. Version 8.0 Rev

106 Table 5: CRM Search Operators Search Operator Description Example = equals match the string exactly Last Name = Hansen =i equals (ignore case) match the string exactly (case insensitive) Last Name = hansen > greater than applicable to a numeric field. Search for a value greater than a specified value. < less than applicable to a numeric field. Search for a value less than a specified value. >= greater or equal applicable to a numeric field. Search for a value greater than or equal to a specified value. <= less of equal applicable to a numeric field. Search for a value greater than or equal to a specified value. Case Number > 1200 Case Number < 1200 Case Number >= 1200 Case Number <= 1200 * contains Search for a part of a word. Case Subject * Delayed order * i contains (ignore case) Search for a part of a word (case insensitive)! not contains Search for a record which does not contain a specified string.!i not contains (ignore case) Search for a record which does not contain a specified string. (case insensitive) Case Subject * delayed order Case Subject! Sales Orders Case Subject!i sales orders ^ starts with ^i starts with (ignore case) Search for a record which starts with a specified string. Search for a record which starts with a specified string. (case insensitive) Phone ^ 510 Phone ^i support E empty Search for a record where the field value is Do not Call E empty Version 8.0 Rev

107 Search Operator Description Example!E not empty Search for a record where the field value is not empty > after Search for a record with a date value after a specified date. < before Search for a record with a date value before a specified date. >= after (inclusive) Search for a record with a date value after a specified date including the date. <= before (inclusive) Search for a record with a date value after a specified date including the date. Phone!E Assign Date > 01/29/2012 Assign Date < 01/29/2012 Assign Date >= 01/29/2012 Assign Date <= 01/29/2012 To perform a search: 1. Navigate to corresponding CRM object tab. Figure 61: Searching for CRM data 2. Click Search link. 3. Select your search parameters in the simple search. For an advanced search, click Advanced link. Click Search for customer, case or task as desired. Searching for Customers By default, the Customers tab lists customers assigned to you. Additionally, you can access customer records: Version 8.0 Rev

108 Assigned to your group created by you customer records in draft state all customer records Note: Ability to view, create, edit, and delete customer records are available to you if your administrator grants privileges. You can search and retrieve customer records using basic or advanced search. Basic Search: enables you to search for customers by last name AND/OR address. Click Search to retrieve a list of all customers. To perform a basic search for customers: 1. Click Customers tab. 2. Click the Search link. The Agent Console displays the basic search tab. Figure 62: Customer > Basic Search 3. Click Search to retrieve all customer records. OR Perform any or all of the following: o o Enter a customer Last Name. Enter a customer Click Search. A list of customer records matching the search criteria displays. Advanced Search: enables you to search for customers by any field defined in the customer record. You can create nested queries by using AND logical operator. Also, you can look for multiple values Version 8.0 Rev

109 for a field of pick list data type. Use the advanced customer search feature to search for a larger set of both default and custom customer fields than are available in basic search. To perform an advanced search, click Advance link from the simple search window. Figure 63: Customer > Advanced Search Searching for Cases By default, the Cases tab lists customers assigned to you. Additionally, you can access cases records: Assigned to your group created by you case records in draft state all case records Note: Ability to view, create, edit, and delete case records are available to you if your administrator grants privileges. You can search and retrieve case records by performing basic or advanced search. Basic Search: enables you to search for cases : o o o o by Case Number by Case Subject created by specific agents or customers assigned to specific agents or groups To perform a basic case search: Version 8.0 Rev

110 1. In the Navigation Panel, click Home. The CRM home page opens in the Display Panel. 2. In the case area toolbar, click Search. The Agent Console displays the basic case search tab. Figure 64: Case > Basic Search 3. Click Search to retrieve all cases. OR Perform any or all of the following: o o o o Enter a Case Number. Enter a Case Subject. Select an agent or customer who created a case. Select an agent, or group to retrieve cases assigned to them. 4. Click Search. A list of case records matching the search criteria displays. 1. Click Search to OR Perform o o o o Enter a Case Number. Enter a Case Subject. Select an agent or customer who created a case. Select an agent, or group to retrieve cases assigned to them. 2. Click Search. A list of case records matching the search criteria displays. Advanced Search: enables you to search for cases by any field defined in a case record. You can create nested queries by using AND logical operator. Also, you can look for multiple values Version 8.0 Rev

111 for a field of pick list data type. Use the advanced case search feature to search for a larger set of both default and custom case fields than are available in basic search. To perform an advanced search, click Advance link from the simple search window. Figure 65: Case > Advanced Search Searching for Tasks You can search and retrieve task records by performing basic or advanced search. Basic Search: enables you to search for tasks: o o o o by Task Number by Task Subject created by specific agents assigned to specific agents To perform a basic search for tasks: 1. In the Navigation Panel, click Home. The CRM home page opens in the Display Panel. 2. In the Task area toolbar, click Search. The Agent Console displays the basic case search tab. Version 8.0 Rev

112 Figure 66: Task > Basic Search 3. Click Search to retrieve all tasks. OR Perform a search based on any or all of the following task fields using a suitable search operator: o o o o Enter a Task Number. Enter a Task Subject. Select an agent who created a task. Select an agent, or group to retrieve tasks assigned to them. 4. Click Search. A list of task records matching the search criteria displays. Advanced Search: enables you to search for tasks by any field defined in a task record. You can create nested queries by using AND logical operator. To perform an advanced search, click Advance link from the simple search window. Version 8.0 Rev

113 Figure 67: Task > Advanced Search Creating and Editing Customer Records You can create a new customer record at any time using the New Customer link in the Customers tab provided your administrator has granted the privileges. During an interaction processing, 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 through the screen pop. This section 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. The Agent Console displays the Create New Customer page. Version 8.0 Rev

114 Figure 68: Agent Console, Create New Customer page 2. In the Create New Customer page, in the First Name and Last Name text entry areas, type the customer's first and last name. You must specify the customer's first and last name before you can save the new customer record. 3. In the text entry area, type the customer's address. Each customer address must be unique: To prevent a single customer address from receiving multiple Support Center access credentials, the Agent Console uses the Internal CRM to verify the uniqueness of each customer address. The Agent Console uses the customer's address to send the customer their optional Support Center access credentials. 4. To require that the customer specify an account number and password to access the contact center's Support Center, perform the following: Version 8.0 Rev

115 a. Select Restrict customer's access to Support Center. b. To specify the customer's Support Center password yourself, in the Password text entry area type a password. c. To have the Agent Console create the customer's Support Center password, select Generate password automatically. When you save the new customer record, the Agent Console sends the customer's Support Center access credentials to the address specified in the text entry area. 5. In the Primary Address and Secondary Address areas, specify the customer's address information. 6. Perform one of the following To send all information contained in the Description text entry area to the recipients specified in the To, Cc, and Bcc areas, click Save. Before clicking Save, verify that the contents of the Description text entry area contains only information that should be transmitted to all message recipients. To save a draft of an incomplete case record, click Save as Draft. To view saved drafts of customer records, see Filtering Lists of Customer or Cases, on page 1. Managing a Customer Record After you create and save a case record, you might want to edit the information many times during the life cycle of a case. To edit a customer record: 1. Click Customers tab. A list of your cases shows. 2. Select and open a customer record from the list by clicking on the customer name. 3. Click one of the actions items to view, edit, or delete the customer record. Version 8.0 Rev

116 Creating and Editing Case Records When you process an interaction with an existing customer, you create or edit a case record of the interaction either during or after the interaction. You can create, edit and save a case record, which the CRM pulls out during the next interaction with the same customer enabling you to process the case efficiently. You create follow-up records to handle subsequent interactions with the customer regarding the same case. At times, when a customer needs information, you may respond by ing the case information to them. The Cases tab allows you to: Create a case record Edit an existing case record Create a follow-up record Send notification of case information Best Practice: Edit an existing case record if you wish to re-word a case record or change the case attributes such as Status, Priority, Severity etc. Create a follow-up record for each subsequent interaction of the same case. The procedure in this section 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. While creating a case, you can notify it to the customer. To create a case record: 1. Click New Case link in the Cases tab. By default, the Agent Console displays the Create New Case page. Version 8.0 Rev

117 Figure 69: Agent Console, Create New Case tool, Properties tab If your administrator enables HTML support for CRM, the CRM rich text editor shows. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page In the Create New Case page, choose case attributes and add comments to create a case record. 3. Optionally, click Notify to send case notification to customer. 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 addresses may populate automatically eliminating the need to manually enter the information. You will still need to add Cc and Bcc addresses from the available list of recipients or manually. c. In the Subject and Description text entry areas, type the subject and message regarding the case if you did not enter this information in the Properties tab. Note: If HTML support is enabled, you can create content in the Description field using CRM rich text editor. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 122. d. Select Signature for the message. Version 8.0 Rev

118 Note: You must set the right values for default from and default signature fields in your profile to automatically populate the From and Signature fields in the Notification tab. 4. Optionally, insert FAQs or attach files to the case record. You can insert FAQ using shortcuts or by browsing through the FAQ Knowledge base. Shortcuts link to the FAQs. For details, See "Inserting FAQ Responses into s " on page 89 To insert an FAQ shortcut, enter the shortcut and click Insert FAQ. Click Browse FAQ to browse through the FAQ knowledgebase and insert the desired FAQ responses either as full text or links. Attach files by browsing or by dragging files from the local file system. 5. Perform one of the following tasks: Click Save as Draft to save a draft of an incomplete case record. Click Save to save a completed case record. You can access and edit the case record later. Click Send to mail the case record. If the To and From addresses populate automatically, the mail is sent successfully creating a case record. Note: Based on the configuration of your contact center, the To and From addresses may populate automatically eliminating the need to manually enter the information. If your contact center configuration does not allow automatic populating, enter addresses manually. To view saved drafts of case records, see Filtering Lists of Case or Cases, on page 1. Managing a Case Record After you create and save a case record, you might want to edit the information many times during the life cycle of a case. To edit a case record: 1. Click Cases tab. A list of your cases shows. 2. Select and open a case from the list by clicking on the case number. Version 8.0 Rev

119 3. Click on one of the actions items to view, edit, or delete the case record. Creating Follow-up Records When you process an interaction with an existing customer, you create or edit a case record of the interaction either during or after the interaction. You can create, edit and save a case record, which the CRM pulls out during your next interaction with the same customer enabling you to process the case efficiently. You create follow-up records to handle subsequent interactions with the customer regarding the same case. You may notify customers of the follow-up information. The procedure in this section describes the use of the default follow-up attribute fields and lists. Depending on how your contact center administrator has configured your Internal 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 interactions. 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. The case record opens. 2. Click Reply link or New Follow-up link. By default, the Agent Console brings up the Create New Follow-up page. Version 8.0 Rev

120 Figure 70: Agent Console, Create New Follow-up, Properties tab If your administrator enables HTML support for Local CRM, the CRM rich text editor shows. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 122. If you are processing an interaction, you can also use the Control panel, tab, to create a follow-up record. For information about creating a follow-up record while processing an interaction, see Processing Interactions, on page In the Create New Follow-up page, update follow-up attributes and add comments. 4. Optionally, select Reply or Reply All to notify customers 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 addresses may populate automatically eliminating the need to manually enter the information. You will still need to add Cc and Bcc addresses from the available list of recipients or manually. c. In the Subject and Description text entry areas, type the subject and message regarding the Version 8.0 Rev

121 case if you did not enter this information in the Properties tab. Note: If HTML support is enabled, you can create content in the Description field using CRM rich text editor. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 122. d. Select Signature for the message. Note: You must set the right values for default from and default signature fields in your profile to automatically populate the From and Signature fields in the Notification tab. 5. Optionally, insert FAQs or attach files to the follow-up record. You can insert FAQ using shortcuts or by browsing through the FAQ Knowledge base. Shortcuts link to the FAQs. For details, See "Inserting FAQ Responses into s " on page 89 To insert an FAQ shortcut, enter the shortcut and click Insert FAQ. Click Browse FAQ to browse through the FAQ knowledge base and insert the desired FAQ responses either as full text or links. Attach files by browsing or by dragging files from the local file system. 6. Perform one of the following tasks: Click Save as Draft to save a draft of an incomplete case record. Click Save to save a completed case record. You can access and edit the case record later. Click Send to mail the case record. If the To and From addresses populate automatically, the mail is sent successfully creating a case record. Note: Based on the configuration of your contact center, the To and From 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. To view saved drafts of case records, see Filtering Lists of Case or Cases, on page 1. Creating and Editing Tasks A Task refers to a call, an , a meeting, a chat or any other type of contact made with a customer. A task organizes and helps you track all interactions associated with a customer. The task object serves to create, and manage all tasks you plan to perform or have performed, such as making calls or sending mails. If your contact center is configured to generate auto logs for interactions,virtual Contact Center converts these logs to task records and associates them to relevant cases and customers. For example, A call log or a chat log generated on terminating an interaction is saved as a task. Version 8.0 Rev

122 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. Features Task fields are customizable. You can add new fields, and edit existing fields. Interactions logs for phone and chat are saved as tasks. Tasks are automatically created for all campaign calls that are processed. Tasks are created for calls scheduled during a campaign. An agent creates, views, edits, and searches for tasks. An agent can view all tasks assigned to her, and also list all tasks pertaining to a customer. Creating a Task You can create a task two ways: Create an independent task: In the Tasks tab, you can create an independent task or associate it to a customer. Create a task for a customer: In the Customers tab, open a customer record and create a new task. The task is automatically associated with the customer. To create an independent task: 1. Click Tasks tab. A list of your open tasks shows by default. 2. Click the New Task link. Version 8.0 Rev

123 Figure 71: Create New Task Search and open a customer record, and click Create under the Task section. 3. Enter the details of a task. The task fields are customizable in your CRM. You may create custom fields, or edit the existing fields. a. Status: When you create a task, assign a status to indicate how the task progresses. Note: Pick list values are customizable. b. Phone: Optionally, enter the phone number of the customer. c. Media Type: Refers to the media of a task such as phone, , chat, or voic . d. Due Date: Select a date to complete the task using the calendar. This enables a reminder. You can check the reminder option to automatically generate a reminder. e. Assigned To: By default, the task is assigned to the agent who creates it. To assign it to another user, select a user from the drop down list. You can assign a task to a single user only. f. Optionally, enter the address of the contact. g. Call Type: inbound, outbound, and Direct Agent Access. h. Subject: Enter a subject or short description of the task. i. Description: A note describing the task. j. Enable Reminder: Optionally, check the box to set a reminder on the task. This option is enabled only if you specify a due date. 4. Click the Customers list link to associate it with an existing customer. 5. Click Save. You have created a task successfully. If you enabled a reminder, a reminder pops up at the specified time interval before the scheduled call. Version 8.0 Rev

124 Figure 72: Task Reminder Pop-up window 6. Click the Scheduled Call to view the task details and the associated customer record. The reminder continues to pop until the task is completed, or dismissed. To create a task for an existing customer: 1. Open a customer record and scroll down to the Tasks area. 2. Click the New Task link. Figure 73: Create a task for a customer Version 8.0 Rev

125 3. Enter the desired attributes to the new task. Note: The task is associated with the customer. 4. Save the task. Managing a Task To edit a task: 1. Click Customers tab. A list of your cases shows. 2. Select and open a customer record from the list by clicking on the customer name. 3. Click one of the actions items to view, edit, or delete the customer record. Viewing a Task History You can view task record details including the changes a task has gone through since its creation. Version 8.0 Rev

126 Listing Tasks of a Customer You can list all tasks pertaining to a customer record. To list all tasks: 1. Navigate to a customer record and click the triangle next to Tasks. in The tasks area expands showing all the tasks associated with the customer. Version 8.0 Rev

127 Figure 74: Listing Tasks of a customer A list of tasks associated with the customer record shows. Click on any record to view the task details. Deleting CRM Data By default, Agent Supervisor account permissions include the ability to permanently delete customer,case, and task records from the Internal CRM. The deleted records cannot be recovered or restored. For information about disabling an Agent Supervisor account's permission to delete Local CRM records, see the Configuration Manager Guide. Before you begin Before deleting CRM data, note that: Deleting a customer record permanently removes the customer information as well as all associated cases, follow-ups, and attachments. Version 8.0 Rev

128 Deleting a case record permanently removes the case information as well as all associated follow-ups and attachments. You cannot restore any portion of deleted CRM records. Version 8.0 Rev

129 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. You can delete customers, or cases, or tasks based on your permissions. Figure 75: Virtual Contact Center CRM Home Page 3. Click Delete action tool next to the CRM record to delete records individually. You are prompted to confirm. OR 4. Click Basic or Advanced Search to search and retrieve the data records you wish to delete. Figure 76: Retrieving Specific CRM Data 5. From the list, select desired records and click Delete Selected. Version 8.0 Rev

130 A message indicates the number of records selected for deletion and warns all data associated with the records will be deleted as well. 6. Click Ok to proceed. 7. 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. Understanding Rich Text Editor If support for HTML is enabled, agents gain access to a rich text editor in the following pages of the Agent Console: CRM Create Case CRM Edit case (for non-read-only cases) CRM Create Follow-up CRM Notification of cases and follow-up records The rich text editor is Unicode compatible and fully localized. Version 8.0 Rev

131 Figure 77: CRM Rich Text Editor The rich text editor on the Agent Console allows you to create, or edit cases and follow-up records with the following features: Rich font Properties Insert Images Insert Hyperlinks Insert HTML formatted FAQ Insert HTML formatted Signature Easy to use Spell Checker Summarizing the Menu Elements of Rich Text Editor The rich text editor on 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: Table 6: CRM Rich Text Editor, Menu Element Options Element Name Role Values Font Name Set the text font family Arial (Default) Arial Black Comic Sans MS Courier New Version 8.0 Rev

132 Element Name Role Values Lucida Console Tahoma Times New Roman Trebuchet MS Verdana Font Size Set the text font size 8, 9, 10, 11, 12, 13 (Default), 14, 16, 18, 24, 36 Font Style: Bold font Style: Italic Set the font boldface attribute Set the font italic type Font Style - Underlined Underline the selected text Font Style: Subscript Font Style: Superscript Font Style: Front color Turn the selected text into a subscript Turn the selected text into a superscript Set the font front color Font Style: Background Set the font background color 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 Positions the text in the editor Left, Center, Right, Justify Paragraph Style Set a paragraph style to the selected text Normal (default) Header 1 Header 2 Header 3 Header 4 Header 5 Header 6 Version 8.0 Rev

133 Description - Inserting an Image The CRM rich text editor enables you to insert images while creating cases and follow-up records. In the Description field, you can choose to insert an image by placing the cursor in the desired location. To insert an image: 1. In the CRM home, click Create a case or a follow-up. The properties tab opens. Figure 78: CRM page, Create Follow-up, Properties tab 2. Enter the Subject and Description. 3. In the Description field, place the cursor where you want to insert an image. 4. Click from the menu. You may be prompted to allow scripted windows by your browser. Version 8.0 Rev

134 Figure 79: Create follow-up, Insert Image 5. Click where instructed and then click Temporarily Allow Scripted Windows option in the contextual menu. 6. Click again. A dialog box opens prompting for a valid image URL. Figure 80: Insert Image, URL prompt 7. Enter a valid URL and click OK. The image at the specified URL gets inserted in the description. Version 8.0 Rev

135 Figure 81: CRM page, Create Follow-up, Image inserted Note: You can resize images in the editor by pulling on the image handlers. Description - Inserting a Hyperlink 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. To insert a hyperlink: Version 8.0 Rev

136 1. In the CRM home, click Create a case or a follow-up. The properties tab opens. Figure 82: CRM page, Create Follow-up, Properties tab 2. Enter the Subject and Description. 3. In the Description field, select text to be displayed as the hyperlink. 4. Click from the menu. You may be prompted to allow scripted windows by your browser. Version 8.0 Rev

137 Figure 83: Create follow-up, Insert Hyperlink 5. Click where instructed and then click Temporarily Allow Scripted Windows option in the contextual menu. 6. Click again. A dialog box opens prompting for a valid image URL. Figure 84: Insert Hyperlink, URL prompt 7. Enter a valid URL and click OK. The link gets inserted in the Description. If you click on the linked text, a new browser opens the hyperlink. Version 8.0 Rev

138 Figure 85: CRM page, Create Follow-up, Hyperlink inserted Description - Inserting a FAQ You can create HTML formatted FAQs to send to customers. If your contact center has prepared answers for frequently asked questions (FAQs), and those answers include shortcut definitions, you can use those shortcuts to quickly insert the prepared answers into chat responses, responses, and notifications while creating cases and follow-up records. To insert FAQ: 1. In the Notification tab, place the cursor in the Description field where you wish to insert FAQ. 2. In the control panel, enter a shortcut FAQ and click Insert FAQ. The FAQ content gets inserted in the response. Version 8.0 Rev

139 Figure 86: Create Case, Notification tab, Insert FAQ Description - Inserting a Signature You can create elaborate HTML formatted signatures to be rendered in the notifications sent to customers by creating a signature in your profile, saving it, and inserting in the Description field of notification s. To create a signature: 1. Click My Profile in the navigation bar. 2. Create a signature using HTML tags and save in your profile. To insert a signature: 1. In the Notification tab, place the cursor in the Description field where you wish to insert signature. 2. Click Insert Signature. Your HTML formatted signature gets inserted in the content. Version 8.0 Rev

140 Figure 87: Create case, Notification tab, Inserted signature Description - Spell Checking The spell checker in the rich text editor scans and flags the words that may be spelled incorrectly. The spell checker highlights all unknown words. You can replace the highlighted words with a suggestion or ignore it. Note: You do not have Ignore choice on the context menu. You should simply ignore the words by not clicking on them. To spell check your content in Description field: 1. Click. The spell checking mode is turned on and turns off text editing or text formatting mode. The spell checker highlights all unknown words with yellow color. 2. Click on a highlighted word to bring up a pop-up window with a list of suggested words. Version 8.0 Rev

141 3. Replace it with a suggested word or ignore it. 4. When all the spell checking is done, Click to turn off the spell checking mode and return to the normal editing mode. Creating CRM Reports Each agent can use their Agent Console account to create and save CRM reports that summarize their customer and case activity. CRM reports can be viewed in a browser window. If your computer has Microsoft Excel installed, you can generate a report as an Excel spreadsheet. Creating a CRM Customer Report Virtual Contact Center provides you the ability to create custom reports to extract desired customer data. To create a CRM Customer Report: 1. Go to Customers tab. 2. In the header area, click Report. The Agent Console displays the Customer Reports page. Version 8.0 Rev

142 Figure 88: Agent Console, Customer Reports page In the Customer Reports page, the Customer Reports list contains no choices. 3. In the Customer Reports page, click New Report. The Agent Console displays the first of three Reports Wizard pages. Figure 89: Agent Console, Customer Report Wizard, Step 1 If your contact center administrator has added custom fields to your Local CRM, those custom fields appear in the list of fields. 4. In the Customer Report Wizard, Step 1 of 3: Version 8.0 Rev

143 a. In the Report Title text entry area, enter the name of this report. b. In the Fields to Include area, select the fields included in this report. c. Click Next. The Agent Console displays the next step in the wizard. Figure 90: Agent Console, Customer Report Wizard, Step 2 5. In step 2, for each customer field you chose in step 1 of the Customer Report Wizard (Figure 89), create optional filtering statements. a. For each of the report fields, chose a logical operator, then in the adjoining text entry area type (or if applicable, choose) a filter. b. Click Next. The Agent Console displays the third of three Reports Wizard pages. Version 8.0 Rev

144 Figure 91: Agent Console, Customer Report Wizard, Step 3 6. In the Step 3: Specify a company from the existing list of customer base by clicking the search link. Choose the primary and secondary report fields the Agent Console uses to order the data contained in the customer report, then choose the two fields' sort order. 7. Produce and save the report. Perform one of the following: To save the report configuration without running the report, click Save. To run the report without saving the report configuration, click Run. To run the report and save the report configuration, click Save and Run. If the agent computer has Microsoft Excel installed, to produce the report in the agent computer's Microsoft Excel program without saving the report configuration, click Run in Excel. After the Agent Console produces the report in Excel, in the Customer Report Wizard click Save to save the report configuration. Creating a CRM Case Report A CRM case report provides both customer and case information. The customer-related fields appear in Case, Follow-Up, and Attached fields and can be used to filter report data. Version 8.0 Rev

145 Note: The Description field displays only the first 256 characters on reports. Virtual Contact Center provides three reports by default. You cannot edit these reports. Internal Case Report: Supervisor Case Report: Management Case Report: To run a default CRM Case Report: 1. Go to Cases tab. 2. In the header area, click Report link. The Agent Console displays the Case Reports page. Figure 92: Agent Console, Case Reports page The Case Reports list contains three default case reports: Internal Case Report Supervisor Case Report 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 wish 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 link. The Agent Console walks you through the three step report wizard. Version 8.0 Rev

146 Figure 93: Agent Console, Case Report Wizard, Step 1 If your contact center administrator has added custom fields to your Internal CRM, those custom fields appear in the list of fields. 2. In the Case Report Wizard, Step 1 of 3: a. In the Report Title text entry area, type the name of this report. b. In the Fields to Include area, select the fields included in this report. c. Click Next. The Agent Console displays the second of three Reports Wizard pages. Version 8.0 Rev

147 Figure 94: Agent Console, Case Report Wizard, Step 2 3. In the Case Report Wizard, Step 2 of 3, for each customer and case field you chose in step 1 of the Case Report Wizard (Figure 93), create optional filtering statements. a. For each of the report fields, choose a logical operator, then in the adjoining text entry area type (or if applicable, choose) a filter. b. Click Next. The Agent Console displays the third of three Reports Wizard pages. Figure 95: Agent Console, Case Report Wizard, Step 3 4. In the Step 3, choose the primary and secondary report fields the Agent Console uses to order the Version 8.0 Rev

148 data contained in the case report, then choose the two fields' sort order. 5. Produce and save the report. Perform one of the following: To save the report configuration without running the report, click Save. To run the report without saving the report configuration, click Run. To run the report and save the report configuration, click Save and Run. If the agent computer has Microsoft Excel installed, to produce the report in the agent computer's Microsoft Excel program without saving the report configuration, click Run in Excel. After the Agent Console produces the report in Excel, in the Case Report Wizard click Save to save the report configuration. Creating a CRM Task Report 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 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. Log into the Agent Console and navigate to Tasks tab. 2. Click Report link in the header area. 3. Click New Report link in the Tasks Reports page. Figure 96: Generating Task Report Note: To edit an existing report, select the report from the drop down list of Task Reports and click Edit. 4. Enter a report title, specify a layout, and select the fields to include in the report. Version 8.0 Rev

149 Figure 97: Generating Task Report - Step 1 5. Apply filters by specific fields to further customize your report data and click Next. Figure 98: Generating Task Report - Step 2 Version 8.0 Rev

150 6. Specify the order to sort data in the report. Figure 99: Generating Task Report - Step 3 7. Click Save and Run to generate the report. Figure 100: Sample Task Report Version 8.0 Rev

151 Posting and Viewing Notification Messages Agents can use the Agent Console to send notification messages ("notices") to one or more agent groups. All agents in the selected agent group receive the notice. Agents logged in to the Agent Console receive the notice immediately. Agents who are not logged in receive the notice the next time they log in to the Agent Console. Sending a Notification Message Perform the procedure in this section to send a notice to one or more agent groups. Figure 101 shows the Control panel tools you will use to send a notice. Figure 101: Agent Console, Post Notices tab To send a notice: 1. In the Agent Console, select the Notices tab, then click the Post Notices tab. The Agent Console displays the Post Notices tab. 2. In the Post Notices tab, in the Group list, select a group or select All to send the notice to all agent groups. Version 8.0 Rev

152 You must select at least one agent group before you can send the notice. 3. In the Priority area (Figure 101), choose the priority level of the message or choose Pop-up. If you choose Pop-up, the Agent Console displays the notice as a pop-up message that disables all recipients tools until the agent selects the message box and clicks Close. Viewing Notification Messages Perform the procedure in this message to view a notice. Figure 102 shows the Control panel tools you will use to view a notice. Figure 102: Agent Console, View Notices tab To view a notice: 1. In the Agent Console, select the Notices tab, then click View Notices. The Agent Console displays the View Notices tab. 2. In the View Notices tab, in the New Notices area, the Agent Console lists all your unread notices. The Old Notices area retains your previously viewed notices until you log out of the Agent Console. Version 8.0 Rev

153 Using the Collaborate Feature If your Agent Console account includes the Collaborate desktop sharing tool, you can use Collaborate to connect to a customer's computer and directly control that computer for purposes of providing hands-on assistance. When you use Collaborate to connect to a customer's computer, the customer sees every action you perform in real-time, and can disconnect their computer from the Collaborate session at any time. Overview of a Collaborate Desktop Sharing Session Using the Collaborate feature to provide hands-on assistance to a customer consists of the following highlevel tasks: 1. In the Agent Console, use the Collaborate page to generate a unique Collaborate session identifier. 2. Send the Collaborate session identifier and the URL of the Collaborate Web page to the customer, then help the customer connect to the Collaborate session. 3. In the Agent Console, use the Collaborate feature to connect to the customer's computer. 4. Use the Collaborate feature to provide hands-on assistance. Before Running Collaborate For The First Time If your Agent Console includes access to the Collaborate feature, contact your contact center supervisor to verify that your computer and network configuration will permit the use of the Collaborate feature. Establishing a Collaborate Session Perform the procedure in this section to establish a Collaborate session. To establish a Virtual Contact Center Collaborate session: 1. In the Agent Console, in the Navigation bar, click Collaborate. The Agent Console displays the Collaborate page. Version 8.0 Rev

154 Figure 103: Agent Console, Collaborate page 2. In the Collaborate page, click Generate Session. The Agent Console creates a unique Collaborate session code and places the code in the Session Code text entry area. To the right of the Session Code text entry area, the Agent Console lists the URL of the Collaborate Web page. 3. Help the customer connect to the Collaborate session. a. Communicate the URL of the Collaborate Web page and the unique Collaborate session code to the customer. You can use phone, chat, or to provide the customer with the information they will need to connect to the Collaborate session. b. After the customer connects to the Collaborate Web page, direct the customer to paste the Collaborate session code into the Enter Session Code text entry area then click Share My Computer. Figure 104 illustrates the Collaborate Web page, Share My Computer dialog. Figure 104: Collaborate Web page, Share My Computer dialog c. When the customer is prompted to run or save the program file downloaded by the Collaborate Version 8.0 Rev

155 feature, direct the customer to click Run. If the customer receives an additional warning that the program's publisher could not be verified, direct the customer to click Run. d. When the Collaborate session prompts the customer to accept or reject the Collaborate session, direct the customer to click Yes. e. Point out to the customer that the Collaborate session displays a Disconnect Now button that the customer can use to immediately end the Collaborate session. 4. In the Agent Console, in the Collaborate page, click Launch Viewer. The Agent Console creates a new browser session, then connects that session to the customer's computer. You can now use the Collaborate session to directly control the customer computer for purposes of providing hands-on assistance. 5. To end the Collaborate session, in the session window click Disconnect. You can also direct the customer to click their Collaborate session's Disconnect Now button. Version 8.0 Rev

156 Administering the Contact Center Your contact center administrator can configure specific Agent Console accounts to include access to supervisory tools. Agent Console accounts with access to supervisory functions are referred to as Agent Supervisor Console accounts. The topics in this section focuses on the use of the Agent Supervisor Console features. Overview of Contact Center Administration Agent Supervisor accounts have exclusive access to the following Agent Console features that are not enabled for non-supervisory agent accounts: Creating and deleting FAQ categories and answers Creating and running historical reports Monitoring agents, queues, groups, and campaigns In addition to supervisory features, agent supervisors may choose to perform, or at least guide and validate the use of, certain operations, such as agent profile configuration, that agents have access to. These include the following agent-optional features: Deleting customer and case records from the Local CRM Pulling and deleting pending interactions from a queue Using the Monitoring tab to remove agents from queue assignments Creating and Editing FAQ Content Due to the repetitive nature of inquiries handled by contact center agents, building an FAQ (Frequently Asked Question) knowledge base for most frequently asked questions saves their time. Anytime a customer seeks information, agents can extract answers from the FAQ knowledge base quickly and share with them. Agents can embed FAQ content in a chat interaction or an . Your contact center administrator can publish this FAQ knowledge base on your website for broader access. Virtual Contact Center allows supervisors to build FAQs. You can enrich FAQ content by embedding images or attaching files. Build the FAQs once. Refer to them, time and again. Important:Virtual Contact Center limits the ability to create FAQs to supervisors. Agents do not have privileges to create or edit FAQs. Version 8.0 Rev

157 Building content for FAQs involves: Creating an FAQ Category Creating a FAQ Answer For information about inserting FAQ answers into or chat responses, see Inserting FAQ Responses into s, on page 89, and Inserting FAQ Responses into Chat Messages, on page 1. Creating an FAQ Category FAQ categories serve as containers for one or more FAQ answers. Before you can create the first FAQ, you must create the containing category. To create an FAQ category: 1. Log into Agent Supervisor Console. Note: The privilege to create and edit FAQs is limited to Agent Supervisors. 2. From the Control Panel menu, select FAQ. The Agent Supervisor Console displays the Frequently Asked Questions window. Figure 105: Frequently Asked Questions window 3. In the Frequently Asked Questions window, click +New Category. The Agent Supervisor Console displays the Add FAQ Category dialog box. Version 8.0 Rev

158 Figure 106: Add FAQ Category dialog box 4. In the Add FAQ Category dialog box: Enter the name of the FAQ category. To prevent the Virtual Contact Center from displaying this FAQ category in any of your Support Centers, select This Category is Private. Private FAQ categories can only be accessed by contact center agents, not on a customerfacing Support Center Web page. For FAQ categories that are not private, specify Support centers that display this FAQ category. 5. Click OK. The new FAQ category appears in the list of FAQ categories. Editing or Deleting an FAQ Category To edit an existing FAQ category: 1. Navigate to the FAQ window in Agent Console. 2. Click the Edit Category link. 3. The Edit Category dialog box opens. 4. Make the desired changes in the category and save. Figure 107: Editing or Deleting FAQ Category Version 8.0 Rev

159 To delete a category: 1. Select the desired category. 2. Click the Delete this Category link in the header area. You are prompted to confirm the delete action. Note: If the category contains FAQ responses, you must first delete all the FAQs within the category before deleting the category. Creating a FAQ Answer Defining a frequently asked question and response for your contact center knowledge base. These serve as resources to agents assisting customers. Your contact center may also publish the FAQ resource on your company's support center website. Before you begin Make sure you have defined an FAQ category. For information, refer to Creating an FAQ Category, on page 149 To create a FAQ answer: 1. Log in to an Agent Supervisor Console. Only Agent Supervisors can create or edit FAQ categories. 2. From the Control Panel menu, click FAQ. The Agent Supervisor Console displays the Frequently Asked Questions window. 3. Select a FAQ category from the left hand panel, then in the right-side panel click +New FAQ. The Agent Supervisor Console displays the Add FAQ Answer dialog box. Version 8.0 Rev

160 Figure 108: Agent Supervisor Console, Add FAQ Answer dialog box 4. In the Add FAQ Answer dialog box: In the Question text entry area, enter the frequently asked question. In the Answer text entry area, enter the answer to the frequently asked question. In the Shortcut text entry area, enter a shortcut that agents can use to quickly insert the answer to the FAQ into an or chat reply. For information about inserting FAQ answers into or chat responses, see Inserting FAQ Responses into s, on page 89, and Inserting FAQ Responses into Chat Messages, on page 1. To prevent the Virtual Contact Center from displaying this FAQ answer in any Support Center, select This FAQ is Private. Private FAQ categories can only be accessed by contact center agents, not on a customerfacing Support Center Web page. 5. Embed any supporting data such as images, or attachments. For information on how to embed images or attach files, refer to See "Enriching FAQ Content" on page Click OK. The Agent Supervisor Console displays the Frequently Asked Questions window. The new FAQ answer appears in the category's list of FAQ answers The rich text editor for FAQ definition allows you to define visually appealing content with intuitive editing abilities. For details a summary of elements in rich text editor, refer to See "Summarizing the Menu Elements of Rich Text Editor" on page 123 Version 8.0 Rev

161 Enriching FAQ Content You can add images, or files to an FAQ response with just a few clicks. To embed images in an FAQ response: 1. Click the image link from the rich text panel. 2. At the prompt for URL, specify the URL location of the desired image. Note: Image should be hosted on a web server. The image gets inserted in the FAQ response. To attach files: 1. Click the Attachments tab in the FAQ definition. 2. Browse and upload files stored locally. Version 8.0 Rev

162 About Historical Reporting Virtual Contact Center provides standard historical reporting with extensive filtering capabilities. You can generate reports on demand by date interval, agents, agent groups, queues and media type. You can access reporting functionality through the Supervisor Agent Console and generate the output in Excel spreadsheet format. Benefits of historical reporting functionality include: Accessing vital canned or ad-hoc contact center statistics on demand Analyzing historical reports and trends, identify areas for improvement Using a familiar application - Microsoft Excel - to further customize the reports and analyze the data Overview Virtual Contact Center provides an out of the box package of reports focusing on agents, queues, channels, media, and campaigns. They may be grouped as follows: Agents Statistics: You can generate reports that provide historical data on agent s activity including the login time, log out time, number of interactions handled, time spent waiting or processing interactions, and details of accepted transactions. Version 8.0 Rev

163 1. Agents: Time on Status 2. Groups: Time on Status 3. Login time 4. Transactions 5. Transactions per media 6. Transactions Per media per queue 7. Transactions Per media per channel per queue 8. Processing and post processing times 9. Processing and post processing times per media 10. Processing and post processing times per media per queue 11. Processing and post processing times per media per channel per queue 12. Other transaction analysis 13. Detailed Accepted Transactions activity 14. Detailed Outbound Call Activity 15. Status Change Details 16. Detailed Accepted Transactions with wrap up codes 17. Detailed Outbound Transactions with wrap up codes 18. Transactions grouped by wrap up codes 19. Time on Break/Offline with Status Codes Queues Statistics The following reports provide specific data about the number of interactions that entered a queue, number of interactions that were answered within SLA, average waiting time and longest waiting time, the time interval within which the interactions were answered. You can also get statistics on abandoned interactions including the number of abandoned interactions, average time to abandonment, and longest waiting time before being abandoned. 1. Transactions 2. Abandoned Transactions 3. Accepted Transactions On line media 4. Accepted Transactions Off line media 5. Detailed entered transactions activity 6. Detailed accepted transactions activity Version 8.0 Rev

164 Media Statistics These reports group transaction details by media such as phone, chat, , and voic . You can get data about the number of interactions number of interactions that were answered within SLA, average waiting time and longest waiting time, the time interval within which the interactions were answered all grouped by media. You can also get statistical data on abandoned interactions per media. 1. Transactions 2. Abandoned Transactions 3. Accepted Transactions On line media 4. Accepted Transactions Off line media Channel Statistics The following reports pull statistical data on the interactions grouped by channels under each media. 1. Transactions 2. Abandoned Transactions 3. Accepted Transactions On line media 4. Accepted Transactions Off line media Campaign Statistics The reports provides information about campaigns including campaign name, status, start and end time, total number of records processed, and statistics of calls processed based on the wrap up codes. 1. Campaign Details 2. Campaign Record Details 3. Campaign Transaction Details 4. Detailed Transaction Activity Summary of Agent Supervisor Historical Reports Agent Supervisor reports are available for Agents, Queues, Channels, Media and Groups. Table 7lists the title of each historical report, and uses an X to indicate whether a version of the report exists for Agents, Queues, Channels, Media, or Groups. Table 7: Overview of Reports Version 8.0 Rev

165 Report title Agen Queue Channe Medi Grou Campaig ts s ls a ps ns Detailed Transactions Activity X X X X X Abandoned Transactions X X X Accepted Transactions - on line media Accepted transactions - off line media X X X X X X Campaign Details Campaign Record Details Campaign Transaction Details Detailed accepted transactions activity Detailed accepted transactions with wrap up codes Detailed entered transactions activity Detailed outbound transactions with wrap up codes Detailed Outbound Call activity X X X X X X X X Transactions X X X X Transactions per media Transactions per media per channel per queue Transactions per media per queue Login time Other transactions analysis Processing and post processing times X X X X X X Version 8.0 Rev

166 Report title Agen Queue Channe Medi Grou Campaig ts s ls a ps ns Processing and post processing times per media X Processing and post processing times per media per queue X Processing and post processing times per media per channel per queue X Status Change Details X Time on status X X Transactions grouped by wrap up codes Time on Break/Offline with status Codes X X X X X Campaign Details Campaign Record Details Campaign Transaction Details X X X Reporting on Status Codes If your Virtual Contact Center tenant includes the optional status codes feature, the contact center administrator can use the Configuration Manager to create customized status codes. Status codes enable contact center supervisors to track how an agent spends his time through a workday. When an agent is logged into the Agent Console, he/ she accepts or rejects interactions, takes breaks, works offline or logs out. As a supervisor, you might want to know reasons for an agent changing the status or rejecting an interaction. Agent statuses such as 'On Break', 'Work Offline' do not point out the specific reasons for status change by the agent. The status codes associate an agent s status change with probable reasons, and enable supervisors or managers to track the work pattern of agents. The following table lists agent's status change with examples of corresponding status codes Version 8.0 Rev

167 Table 8: Status Codes Agent's actions on AGUI Take Break Examples of Status Codes Lunch Short Break Restroom Work Offline Attend Meeting Project Work Training Outbound Call Logout End of shift PC Reboot Reject Phone Reject Chat Reject Working on a Case Technical Issue Not Ready for Interaction Nearing Break Time As an agent processes interactions and changes their status, the Agent Console prompts the agent to select from your list of customized status codes. The Agent Console incorporates those codes into historical reports. How do agents use status codes? Agents assigned to a status code list, are presented with individual status codes in the list when he chooses an action associated with codes. The agent must choose a code from the presented list, and only then is allowed to proceed with the action. For example, When an agent who is active, changes his status to Work Offline, a list of status codes such as Attend Meeting, Project Work associated with the action are presented to him in a drop down list on the control panel.the agent must choose a status code from the list that describes the reason for status change before working offline. How do supervisors use Status Codes? Supervisors can track how an agent spends time by generating the following two historical reports: Agent- Status Change Details: The report gives detailed information on agents s status changes, time at which an agent changed status, and an associated reason if any. When the supervisor Version 8.0 Rev

168 browses through the report, he gets information about how often an agent changed status as well as the reason for status change. Figure 109: Agent: Status Change Details Report Agents: Time on Break/Offline with status codes: The report indicates how an agent spends time on each task while working offline or on break. The report summarizes information on time spent by each status code, by status, by agent and by date. A sample report is shown below. Figure 110: Agents: Time on Break/Offline with Status Codes For example, if agent Beatrice spent 2:11:15 checking tickets, 0:27:12 attending personal phone calls while Working Offline, the report indicates Beatrice spent 82.8% of her total Working Offline time checking tickets, and 17.2% for personal calls. The report also indicates the total time spent by status code for all agents included in the report. Reporting on Transaction Codes If your Virtual Contact Center tenant includes the optional transaction codes feature, the contact center administrator can use the Configuration Manager to create customized transaction codes. Version 8.0 Rev

169 Transaction codes offer a means to set calling line identifier(caller ID), and to apply call disposition to inbound as well as outbound interactions. Each inbound or outbound interaction in a call center has some purpose and disposition. Transaction codes can be defined to collect call disposition information from the agents at the time of the call and supervisors can report on this information for analysis and to determine further processing. How do Agents use Transaction Codes? During the processing of an interaction, a transaction code list is presented to an agent on the Agent Console under the following circumstances: Agent is a member of the group assigned with the code list. Agent is a member of the queue/s assigned with the code list/s. From the presented code list, an agent selects transaction codes: before initiating the call. during the call. at the end of the call during post-processing. An agent assigned to an outbound calling line Identifier code list is presented with the list before initiating an outbound call. The agent must choose a code before dialing. The phone number associated with the selected code sets the caller ID to the call. An agent assigned to a call disposition list is presented with the code list during an interaction. The agent may select and save one code or multiple codes from a list anytime during the interaction or postprocessing. When an agent is a member of the group/queue assigned with multiple lists, all lists are presented to the agent in separate tabs when he accepts a call. The agent may select and save codes from multiple lists. The selected codes appear in historical reports. The following table lists the uses of transactions codes with corresponding examples. Version 8.0 Rev

170 Table 9: Transaction Codes Reasons for using transaction Codes State the purpose of an interaction Examples of Transaction Codes Sales Call Service Call Support Call Indicate the outcome of an interaction Prospect Interested Call Back Prospect not Interested Do not Call Back Reached Voic Try Again Faulty Number Define Calling Line Identifier for an outbound call. Kids Zone - Kids Entertainment Company EMAC - Credit Recovery Inc How do Supervisors use Transaction Codes? Supervisors generate historical reports to get call disposition information for analysis and to determine the need for follow- up actions based on transaction codes also known as wrap-up codes. The following reports list transaction codes used during agent's interactions. Agents: Detailed accepted transactions with wrap up codes - This report lists wrap up codes used by an agent during all of his inbound accepted interactions. Wrap up codes indicate call disposition information. You may find multiple instances of the same call to indicate multiple wrap up codes applied to the same call. Agents: Detailed outbound transactions with wrap up codes - This report lists dial codes as well as wrap up codes. Dial codes are caller ID related codes which appear before dialing the call. An agent can apply only one dial code to a call, while he can apply multiple wrap up codes. Figure 111: Detailed outbound transactions with wrap up codes Version 8.0 Rev

171 Agents: Transactions grouped by Wrap up codes: The report groups transactions by wrap up codes, by queue, by channel, by media and by agent. Figure 112: Transactions grouped by wrap up codes According to the sample report shown above, on 1/27/2011, agent Smith processed 12 Follow-up chats, 14 Call back chats and 7 chats with undefined wrap up codes totaling 33 chats for the Support queue. The corresponding % values are 36.36%, 42.42% and 21.21% respectively. Agent Smith spent 0:16:08 on 12 chats, 0:14:45 to process 14 chats, and 0:05:56 to process other chats accounting to a total of 0:36:49 minutes. Accordingly the % values by wrap up code are 43.82% for follow-up chats, 40.06% for Call back chats, 16.12% on other chats. Additionally, agent Smith processed s from three other queues Support , Helpdesk , and Sales . The report also indicates agent Smith processed a total of 64 follow-up interactions (Chat and ), 42 Call back interactions, and 81 interactions with undefined wrap-up codes which correspond to 34.22%, 22.46% and 43.32% respectively. Similarly, the total time spent is indicated. You can further customize the report to include data about any number of agents for a particular day or a date range. Reporting on Campaigns If your Virtual Contact Center tenant includes the optional Dialer feature, your contact center administrator may set up Dialer functionality and create campaigns. On initiating a campaign, campaign calls are offered to agents for processing. As a supervisor, you may monitor and control these campaigns. You can generate historical reports to get information on campaign statistics for analysis and to determine the need for follow- up actions based on transaction codes for further recycling of the campaigns. T You can generate reports of the campaigns you supervise. New campaign filter allows you to filter the report data by selecting desired campaigns. The following reports provide exclusive details about new, running, and completed campaigns. Version 8.0 Rev

172 Campaign Details The report provides information about campaigns including campaign name, status, start and end time, total number of records processed, retry properties, and statistics of calls processed based on the wrap up codes. Figure 113: Campaigns Details Report Campaign Record Details The report details each campaign record providing information on the status of each call, phone list available for each record, transaction information, the phone number called previously, time the call was completed, disposition action, wrap up code, and more. You can select a single campaign, or multiple campaigns for reporting. Figure 114: Campaign Record Details Report Campaign Transaction Details This report includes transaction details for each call such as the processing time for each transaction, post processing time, total processing time in addition to the campaign record details. Version 8.0 Rev

173 Figure 115: Campaign Transaction Details Report Creating Historical Reports Use the Agent Supervisor Console reporting function to create historical reports for your contact center's Groups, Agents, Queues, and Channels. You can generate reports to extract data on groups, agents, queues, channels, and campaigns. This data can be used for assessing the performance of the Virtual Contact Center. If you have restricted access to historical reports, you will see historical data pertaining only to the groups and queues you supervise or are a member of. When you produce a report, the Agent Supervisor Console exports the report to Microsoft Excel. You can then print the report, customize the report's appearance, or export the report from Excel in a format (such as CSV) for import into another program. Generating Historical Reports As a supervisor, you can generate historical reports to assess the performance of Virtual Contact Center. Supervisors can access the Historical Report Wizard tool to easily select from scores of pre-defined report templates, customize the reporting parameters, and save them for reuse or duplication.the reporting supports named filter templates to ease repetitive tasks. The new Historical Report Wizard walks you through the steps: 1. Select a pre-defined report template. 2. Add or customize reporting parameters such as agents and queues. 3. Save and run the report. To generate a historical report: 1. Log in to the Agent Console as a supervisor. Only Agent Supervisors can produce historical reports. 2. From the Control Panel menu, select Reporting. Version 8.0 Rev

174 The Display panel opens the historical reporting page. Figure 116: Historical Reporting 3. Click + or New Report link on the top right hand corner.the Historical Report Wizard walks you through the steps to generate a new report. 4. In step 1, select a pre-defined report from the list. In the Preview area, the Agent Supervisor Console displays simulated data in an example of the selected report's layout. Version 8.0 Rev

175 Figure 117: Creating a historical report 5. Based on your selection, use the Selection tool to specify Queue selection and/or Agent selection. You can include or exclude deleted agents/ queues information in the reports. For information on access to deleted agents/ queues, refer to See "Including Deleted Agents and Queues Data in Reports" on page Specify the selected report's granularity and optional date range. a. In the Data Granularity list, choose a standard reporting resolution interval or choose range. Granularity specifies how frequently the report totals the data contained within the historical report. b. If you chose range, in the Date Range list choose a standard date range or choose custom. c. If you chose custom, in the Start Date and End Date calendars, choose the first and last dates included in the custom date range. Version 8.0 Rev

176 Figure 118: Historical Reporting Wizard: Specifying Reporting Parameters 7. Perform one of the following tasks: To save the report configuration without running the report, click Save. To run the report without saving the report configuration, click Run. To run the report and save the report configuration, click Save and Run. The Agent Supervisor Console generates the report, exports the report as a Microsoft Excel XLS file. Note: If you have restricted access to historical reports, you will see historical data pertaining only to the groups and queues you supervise or are a member of. Including Deleted Agents and Queues Data in Reports Supervisors can customize report data by including or excluding information on deleted agents or queues. Based on the supervisor privileges, you can control the report data by individually selecting agents or queues. Supervisors have improved visibility and increased flexibility in customizing the report data. If you have sufficient privileges see all deleted agents/groups and/or queues in the 'Agent Selection' or 'Queue Version 8.0 Rev

177 Selection' list in the Reporting screen. Supervisors with sufficient privileges may include or exclude data about deleted agents /queues. The following table summarizes supervisor s improved access to historical data based on their privileges: Table 10: Supervisor's Access to Historical Data Supervisor has Restricted Access Access to Historical Data No o All active agents from existing groups o o All deleted agents from existing and deleted groups All active and deleted queues Yes o All active and deleted agents from existing groups with monitoring privileges. o All deleted agents/ groups which you previously monitored. o All active queues which you supervised. o No access to any data about groups/queues you do not monitor. To include deleted agents/queues information in the reports: 1. Click a report to generate. 2. Click Agent Selection and /or Queue Selection drop-down list. You can see all agent groups. Figure 119: Reporting: Selecting Deleted Agents/Queues 3. Select individual agent groups or queues. If you expand an agent group, you can see current as well as deleted agents under the group. 4. You may select a list of deleted agents/ queues from the list. 5. Enter other criteria and click Export to generate a report. Version 8.0 Rev

178 Monitoring Agents, Queues, Groups Agent Supervisors can use the Agent Supervisor Console Monitoring tab to review and actively monitor agents, queues, groups, and campaigns. Real-time monitoring and reporting provides critical contact center metrics and gives supervisors an ability to manage their call center agent teams effectively. Authorized supervisors can monitor live agent and customer interactions by barging in. Authorized supervisors are able to see in real-time the status of their contact center through a web browser; Service Levels vs Goal, the number of calls in progress, the number waiting, the longest waiting interaction per queue/skill, real-time agent status graphs indicating the percentage of time in various states (e.g. on call, waiting, wrap up, on break, etc.) and more. Supervisors have authority to monitor only a given group of agents and queues. Benefits Complete visibility into your call center operations Customer service quality assurance Selecting Monitoring Assignments You can closely monitor the activity level of queues and agent groups you supervise in real time. Your contact center administrator defines your supervisory assignments. You have the flexibility to opt in and out of these assigned queues, groups, and campaigns. To select queues and groups to monitor: 1. Log in to the Agent Console as a supervisor. Only Agent Supervisor accounts can access the Agent Supervisor Console monitoring features. 2. From the Control Panel menu, click Monitoring. The Monitoring window opens. 3. Click the Setup tab. The Agent Supervisor Console lists the queues and groups you are allowed to monitor. Version 8.0 Rev

179 Figure 120: Agent Supervisor Console Monitoring page, Setup tab 4. Select the queues and groups you want to monitor, then click OK. The Agent Supervisor Console applies your settings. Monitoring Queues Monitoring a queue allows you to obtain the metrics of each queue for the day, or for the last 30 mins, or real time. For each queue supervised, you can obtain statistics on: the number of interactions that entered the queue the number of interactions accepted by agents the number of abandoned interactions Average wait time Average Processing time Targeted service level Current service level The following table lists and describes the data available in Queue Management. Description Queue #Entered #Accepted Lists all the queues monitored by you categorized by media. Number of interactions that entered the queue from the beginning of the day, or in the last 30 minutes. Number of interactions accepted by agents the queue from the beginning of the day, or in the last 30 minutes. Version 8.0 Rev

180 Description #Abandoned Average Wait Average Processing SLA - Activity SLA - Target SL Wait Time Busy Waiting Longest Wait Number of interactions abandoned. An abandoned interaction is an inbound phone call, or a chat that enters the queue but is not accepted resulting in the customer terminating the interaction. An is considered abandoned when an agent pulls s but deletes them before opening. An abandoned interaction may also result from a faulty IVR flow. Average waiting time for an interaction before being processed. Average time taken to process an interaction from the time it is accepted till the post processing. The current activity level for the Queue The targeted service level for the Queue the Service Level time limit before which the targeted percentage of interactions should be processed. Number of interactions currently being processed by agents. This is applicable to real time statistics only. Number of interactions waiting in each queue to be processed The longest waiting time for an interaction An abandoned interaction is an inbound phone call, or a chat that enters the queue but terminated by the customers before being accepted by an agent. An is considered abandoned when an agent pulls s but deletes them before opening. An abandoned interaction may also result from a faulty IVR flow. The Queue Management tab in the Monitoring window provides statistics on the abandoned interactions in the last 30 minutes or from the beginning of the day for each queue. To monitor a queue: 1. Log in to the Agent Console as a supervisor. Only Agent Supervisor accounts can access the Agent Supervisor Console monitoring features. 2. from the Control Panel menu, click Monitoring, click the Queue Management tab. The Agent Supervisor Console lists the queues you selected in the Setup tab. Version 8.0 Rev

181 Figure 121: Monitoring page, Queue Management tab 3. In the Queue Management tab: a. From the list of queues, click a queue name to display the agents assigned to that queue (lowerleft). b. In the list of agents assigned to a queue, click an agent to display a summary of that agent's Version 8.0 Rev

182 activity. Monitoring Agents As an authorized supervisor, you can track agents' status in real time, or for the last 30 minutes, or from the beginning of the day.the Agent Management tab in the Monitoring window provides options to monitor an agent: View the current status, time in the status, duration since logged in, time spent processing interactions, and more. Access real-time agent status graphs indicating the percentage of time in various states (e.g. on call, waiting, wrap up, on break, etc.) and more. Monitor live agent and customer interactions by barging in on calls. Monitor an agent's performance by accessing the audio recordings of the agent's phone interactions. The following table summarizes the data available for monitoring agents real time: Agent Management Agent Current Status Status Code Description Lists all the agents monitored by you. Current status of agents. Status code indicating the reason for current status. Version 8.0 Rev

183 Agent Management Description For example: Working offline to wrap up case work. Available if your contact center subscribes to status codes. Time on Status The duration in the current status. Phone Line 1 Shows if an agent is on the live call on Phone line 1. Phone Line 2 Shows if an agent is on the live call on Phone line 1. Active Queues Last Login Total Time login Total Time Transaction Number of queues an agent is active. The time at which an agent logged in. Shown in tenant time zone. Total duration of login since the beginning of the day by tenant time zone. Total time spent on handling interactions. To monitor agents: 1. Log in to the Agent Console as a supervisor. Only Agent Supervisor accounts can access the Agent Supervisor Console monitoring features. 2. From the Control Panel menu, click Monitoring. The Monitoring window opens. 3. Click the Agent Management tab. The Agent Supervisor Console lists the groups you selected in the Setup tab. Version 8.0 Rev

184 Figure 122: Agent Monitoring Window 4. To begin monitoring, click Monitor link in the header area. For agents on live calls, the monitor icon gets enabled under the Action column. 5. Select an agent you wish to monitor and click Monitor icon under the action column. Version 8.0 Rev

185 Figure 123: Monitoring agents OR click agent's name to view the monitoring controls. Click Start Monitoring. Your supervisor phone rings. 6. Accept the call to listen to begin monitoring the call. 7. Perform one of the following tasks: To end monitoring the call, click Finish Monitoring. To participate in the call, click Join Call. End the call when done. Version 8.0 Rev

186 Figure 124: Live Monitoring window Monitoring Campaigns Supervisors assigned with monitoring privileges can control and monitor campaigns by tracking real time status of each campaign. The Campaign Management also provides an overview of campaign calls. Based on your privileges set by the administrator, you can Monitor campaigns: allows you to track real time statistics of campaigns and view campaign details such as start and end time, daily calling schedule, and Retry attempts. Control Campaigns: Allows you to start, pause, purge, and end campaigns. To access campaign management tab: 1. Log in to the Agent Console as a supervisor. Only agent supervisor accounts can access the Agent Supervisor Console monitoring features. 2. In the Agent Supervisor Console, click Window on the top left hand corner of the control panel and select Monitoring. Version 8.0 Rev

187 Figure 125: Agent Supervisor Console, Control Panel All the monitoring tabs of the supervisor is displayed. 3. Click Campaign Management tab. Figure 126: Agent Supervisor Console Monitoring page, Campaign Management tab Version 8.0 Rev

188 Campaign Management tab presents the following information about campaigns. Table 11: Campaign Management tab, Summary Campaign Details Campaign Name Status Action Description Campaign name defined by the Administrator Campaign status indicates if the campaign is completed or running, Action allows you to start, schedule, or stop a campaign. Start - Starts a campaigns immediately. Schedule - Starts a campaign on schedule defined by the Administrator. Stop - Stops a campaign immediately. Total Records Records Completed Records Skipped Calls Offered Calls Accepted Calls Completed Average Processing Total number of records fetched by campaign manager from data source. Total number of records completed by the campaign. A record is considered completed if calls generated for the record are accepted and completed by one or more agents and no more retry is scheduled or number of retry attempts reached the maximum allowed. A record is considered skipped if a call generated for the record is skipped by an agent. There will be no more call generated by the record. Total number of calls been offered to an agent. If the same call/interaction is offered to multiple agent multiple times, offered count does not increase since the offer event belongs to the same call. Total number of call accepted by agents. Total number of calls accepted and processed by agents. This statistics include retry calls. Average time for completing a call including the post-processing time. 4. Click Real Time for real time status and statistics of campaigns. OR Click Last 30 Min for status and statistics of campaigns in the last 30 minutes. OR Version 8.0 Rev

189 Click From Beg. of Day for status and statistics of campaigns from the start call time of the campaign for the day. 5. Click on any campaign to view brief details of the campaign. Figure 127: Campaign Details Retrieving Agent Call Recordings As a supervisor, you can listen in on active calls handled by agents, who you supervise. You can access and play back call recordings from the Playback tab. With the ability to filter and search, you can get to the call recording you are looking for quickly. Call recordings are displayed in graphical waveform to quickly view and navigate to specific areas of recorded conversation. The advanced search allows you to look up recordings based on transaction id, contact (phone number), start date, and duration. For example, you can search for all recordings specific to a customer in the last week. To play call recordings: 1. Click the Playback tab in the Monitoring window. A list of all call recordings shows. 2. To filter, click Filter link. 3. Specify the filtering parameters such as agents, queues, or channels. Version 8.0 Rev

190 Figure 128: Filtering Call Recordings 4. To search, click Search link and look up by transaction id, contact(phone number), start date, and duration. For example, you can look for all recordings pertaining to a customer in the last week. 5. Click the desired recording for a waveform display. You can click on the waveform and navigate easily. Figure 129: Waveform Display of Call Recording Version 8.0 Rev

191 Note: Mouse driven waveform display requires HTML 5 compliant browsers such as Chrome and Firefox. Internet Explorer does not support browser embedded playback. Logging an Agent Out If an agent forgot to log out at the end of the day, you can log the agent out of Agent Consoleusing the Monitoring feature. You can log out only the agents supervised by you. To log an agent out of Agent Console: 1. Log in to the Agent Console as a supervisor. Only Agent Supervisor accounts can access the Agent Supervisor Console log out feature. 2. Navigate to the Agent Management tab in Monitoring. Click Monitor link in the header area. Figure 130: Agent Supervisor Console Monitoring page, In the list of agents, the Agent Supervisor Console displays a Logout icon next to agents who are currently logged in. 3. Click the Logout icon. The Agent Supervisor Console logs the agent out, then updates the agent's status to Logged Out. Version 8.0 Rev