Agent Console. The Agent Console. The topics in this section provide information about the Agent Console.

Transcription

1 Agent Console The topics in this section provide information about the Agent Console. The Agent Console The agent logs into the workstation The agent is automatically logged in to Intradiem; the Agent console launches, and is minimized in the Windows task 1 bar While the agent is taking calls, Intradiem monitors call volumes, looking for opportunities to deliver off-phone sessions to agents Factors such as open assignments and agent schedules are monitored and considered for session 2 delivery When an off-phone opportunity is identified, a prompt is displayed on the agent desktop To begin a session, the agent clicks Start Now If the assignment has not special instructions or links, the assignment launches without displaying the Agent Console If any special instructions or links are associated with the assignment, the Agent Console is maximized To begin the assignment, the agent clicks Start this Assignment 3 Now The agent clicks Mark as Complete when the assignment is finished During the session, agent activity is monitored, including keyboard / mouse interaction, and applications and websites accessed Intradiem monitors call volumes and might interrupt a session if call volumes spike When the session is ended, an end prompt is displayed for the agent - the agent should click OK to end the session - no credit is added for time in a session after the end prompt is displayed After the session ends, the Agent console is minimized - if any other applications were opened for the assignment, the agent should close those when the session is ended When the session ends, the agent returns to the appropriate state and resumes taking calls 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 3 A task or task bundle assigned to a user Intradiem Page 549 of 1658

2 The agent can access the console from the Windows task bar to view messages and items on My Schedule 2017 Intradiem Page 550 of 1658

3 Welcome to the Intradiem Agent Console Last Updated: Wednesday, October 04, Intradiem Page 551 of 1658

4 Getting Started F5 to refresh your screen is not available in Intradiem. If you need to refresh your screen, click another tab in your browser and then click the Intradiem tab to return to the application. Launching Intradiem To open Intradiem on your desktop: Open Internet Explorer. In the address bar, enter the provided URL. (ex: and press the Enter key or click the Go icon. The Intradiem Welcome window is displayed. Enter the Username and Password that have been provided. Optionally click Change My Password. Click Sign In Now The Password is case-sensitive The Intradiem application is launched and displays the Agent Console. Intradiem requires the installation of an ActiveX component. If a window is displayed during the login process asking you if you want to install any type of Intradiem application, click YES to allow the installation. If you have popup blocker software enabled on your computer, you will need to disable it during the login process or add the IP address as safe for popups. This includes any Internet Explorer, Google, AOL, Yahoo, or other ISP popup blocker. Try re-launching Intradiem. When you first sign in, with an Agent ID, the Agent Console is minimized as an Explorer icon on the task 1 bar. Click the icon to maximize it and display the console. The Agent Console cannot be re-sized. If a user 2 needs to view the console at a smaller resolution, it is recommended that adjustments be made through the Windows Ease of Access settings found in the Windows Control Panel. Viewing Translated Versions of Intradiem Intradiem is available in the following languages: Chinese (China) English (Canada) 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 A person authorized by a login and password to access the IntraDiem application Intradiem Page 552 of 1658

5 English (United Kingdom) English (United States) French (Canada) French (France) German (Germany) Japanese (Japan) Korean (Korea) Portuguese (Brazil) Spanish (Spain) To change your Intradiem view to another language: Change the language in your browser's settings. To change language preferences in Internet Explorer: Select Tools Button. -> Internet Options -> General Tab -> Appearance / Languages In the Language Preference window, list your preferred languages, in order of preference. Close your browser. Re-open your browser. Open the Intradiem application. Intradiem will open in the available preferred language. Language can also be selected in the General tab of the User record. Changing Your Password To change your Intradiem password: In the Welcome window, click Change My Password. In the displayed window, complete the displayed fields: 2017 Intradiem Page 553 of 1658

6 - Username: your assigned username - Password: your current password - New Password: your new password - Confirm Password: repeat your new password to confirm Allowing Popups To allow popups, complete any of the following: In Google Toolbar click on the button X blocked until Pop-ups okay is displayed. In Internet Explorer click Tools > Pop-up Blocker > Turn Off Pop-up Blocker In Internet Explorer click Tools > Phishing Filter > Phishing FilterSettings > Internet Options > Advanced Tab > Scroll down to the Security check boxes Under Phishing Filter select Disable Phishing Filter In Internet Explorer click Tools > Internet options > Security tab > Trusted sites > Sites button > Add If your site has password security settings, your password must adhere to those settings (minimum number of characters, alphanumeric characters, special characters, etc.). The password is case-sensitive. Posting Ideas and Comments Users with access to the Intradiem customer portal can post ideas and comments in the Ideas tab. To access the portal: Go to the Intradiem website: Click Customer Login along the top of the page. On the Login page, enter the User Name and Password that have been provided by your Intradiem representative. This will take you to the portal. Click the Ideas tab along the top of the view. In the Ideas tab, you can Post Ideas, Vote for Ideas, or Add Comments Intradiem Page 554 of 1658

7 Navigating the Agent Console This topic describes the layout and navigation of the Agent Console. Agent Toolbar The Agent toolbar displays three icons: Messages, Search, and Minimize. Messages: displays messages in your inbox. To view messages, click the Messages icon. You can receive but not to them. Help: displays online help for the Agent Console. Minimize: click to minimize your Agent Console display. End Session: click to end a delivered session 1 early. Side Menu Tabs Select the tabs along the side of the console to change the console view. Displays the Homepage: Open Assignments Completed Assignments Selected Assignment 2 Details Tip Of The Day Question Of The Day Displays received messages. Up to 9 messages are displayed, with the option to retrieve additional stored messages. You can receive, but not respond to messages. 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 A task or task bundle assigned to a user Intradiem Page 555 of 1658

8 Displays My Schedule for the current day, including: Intradiem sessions Breaks Lunch My Homepage On My Homepage, you can view upcoming and completed assignments, assignment detail, Tip of the Day, and Question of the Day. Viewing Open Assignments To view open assignments, make sure that the Open tab is selected and highlighted. Your open assignments are displayed. Open assignments include those with a status of Not Started, In Progress, Pending Confirmation and Pending Prerequisite. Viewing Completed Assignments To view completed assignments, click the Completed tab. Completed assignments have a status of Completed. To have a status of Completed, a task 1 must be completed, and, if required, completion must be confirmed by the agent and supervisor. Once completed, an assignment's detail is not available for display. Assignment Display Sequence 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching Intradiem Page 556 of 1658

9 By default, open assignments are displayed in order of sequence, from first to last. To sort by another column, click the column header. For example, to view tasks by due date, click the Due Date 1 column header. To reverse the sort, click the column header again. Assignments are prioritized based on the Assignment Priority matrix, which takes into account the assignment due date and criticality. Assignments are grouped based on where they are mapped in this matrix, without regard of Activity Type. For example, a Critical assignment due in less than 3 days should be displayed at the top of the list. The Priority Engine takes a Course s Assignment priority and it s Complete by date and determines the priority sequence in which each course 2 is assigned. The course with the highest priority is displayed in the My Next Assignment area of the Agent Console Homepage. Assignment Display For each of your open and completed assignments, the following is displayed: Column Order Task Name Description The preferred sequence in which you are to take your assignments. By default, assignments are displayed in order of sequence, from first to last. The unique name that identifies the task for this assignment. To view the assignment detail, click the Task Name. Detail is displayed in the Assignment Details window at the top of My Homepage. A comment icon next to a task name indicates that a comment has been entered for that task. To view the comment, hover your mouse over the comment icon. Due Date Priority The date by which this assignment should be completed. The assignment might not be available to you after the due date. The priority that is assigned to this task: High, Medium, or Low. 1 The due date of the assignment. 2 Content that is assigned for a user to take during a session Intradiem Page 557 of 1658

10 Column Description The current status of this task. Not Started In Progress The task has not been started. No action 1 has been taken. The task has been started, but not completed. The task has been completed, but not confirmed. The task requires confirmation of completion, by either the agent, the supervisor or both. If confirmation of completion is required for the agent, then Status Pending Confirmation the Confirm Completion icon is displayed for the task. If confirmation by the supervisor is required, then the hover text for the Pending Confirmation status indicates Pending Confirmation (Supervisor); hover your mouse over the status to view the hover text. Pending Prerequisite One or more tasks must be completed before this task can be started. The task with a Pending Prerequisite status is displayed in the assignment list, but cannot be accessed until any other task that is a prerequisite to this task has a status of Completed. Comments Click to enter or view comments about this task. Comments that you enter can be viewed only by a coach or supervisor that can view your assignments. If a comment has been entered for a task, the Comments icon is displayed next to the task name 2. To enter comments or to view comment history, click the Comments icon in the last column. Confirm Completion This icon indicates that agent confirmation of completion is required for this task. When the Confirm Completion window is displayed, enter your name or initials and click Submit. Viewing and Adding Comments If comments have been entered for a task, the Comments icon is displayed next to the task name. To view comments, either hover over the Comments icon, or open the Comments window. To view comments, hover your mouse over the Comments icon next to the task name. 1 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 2 The name of the task that was assigned Intradiem Page 558 of 1658

11 To open the Comments window, click the Comments icon in the last column. The Add Comment window is displayed. If comments have been entered, they are displayed first, in the Comment History field. To enter comments: If the New Comment field is not displayed in the window, use the scroll bar to scroll down. In the New Comment field, enter comments for the assignment. Click Add Comment. The comment is added, and a blank New Comment field is displayed. Optionally repeat the steps to enter an additional comment. Click Submit. Comments that you enter can be viewed only by a coach or supervisor that can view your assignments. Viewing Assignment Details Details that can be displayed for an assignment include instructions and links to tasks associated with the assignment. By default, details for My Next Assignment are displayed. To view an assignment's details, click the Task Name. Assignment Details are displayed in the Assignment Details section of My Homepage. The following is displayed in the Assignment Details section for the selected task: 2017 Intradiem Page 559 of 1658

12 Task Title Instructions Link to task Start This Assignment Now The unique title for this task. Any instructions that have been entered for this task. Some tasks might not have instructions. If one or more links are displayed, click each link to complete the assignment. A link can direct you to a URL or to a file attachment to complete the task. If no links are displayed for the task, or if you have completed the links, click to start the assignment. When you begin a task, the assignment status changes to In Progress. Viewing Tip Of The Day To view the tip of the day, click View Tip of the Day. The Tip of the Day is displayed. Viewing Question Of The Day To view the question of the day, click View Question of the Day. The Question of the Day is displayed. Viewing Messages The Messages view displays messages that you have received. To view messages, click the Messages tab. For each message in your messages tab, the following is displayed: View message icon Click to view the message content 1 1 A course or course group that can be assigned for a user to take during a session Intradiem Page 560 of 1658

13 Check box From Subject Received Click to select the check box The user 1 that sent the message A short description of the message The date that the message was received in your Messages box. The most recently received message is displayed first. To reverse the display sequence, click the Received column header. The following options are available in the Messages view. Option Delete Selected Previous Next Description Select the check box next to one or more messages. Click Delete Selected to delete the selected messages. Click to view the previous message. Click to view the next message. If a displayed message contains a hyperlink, click the link to view additional information. Up to nine messages are displayed on the console, with the option to retrieve additional stored messages. My Schedule The My Schedule view displays your scheduled and delivered Intradiem events for today. Events include assignments and tasks that are on your schedule for the day, and can include events from your WFM, including items such as breaks. To view your schedule for the day, click the My Schedule tab. Your schedule for the day is displayed. When a user is offered a session, the segment is visible in the Intradiem Schedule for the user as the offer time and duration, but it has not been written back at this point. When the session is complete, Intradiem writes back the actual session based on the prompt accept time and actual duration. 1 A person authorized by a login and password to access the IntraDiem application Intradiem Page 561 of 1658

14 Agent Session Prompts This topic describes session 1 prompts that are displayed on the Agent Console. To customize the wording of a prompt or message, go to Language Override in the Configure menu. Session Start Prompt The start prompt is displayed on the Agent console when a scheduled or dynamic session is delivered to the agent. The Start Prompt is displayed until the agent accepts or declines the session. If the agent does not start the session, the prompt is displayed for the prompt duration from the rule 2 's action 3. If not accepted 4 or declined 5, once the prompt duration has expired, the start prompt is removed from the desktop. No end prompt will be displayed for a session that is not accepted. To start the session, click Start Now. If no instructions or links are included with the assignment, then the session begins. Taking an Assignment with Instructions 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 Action based on events and conditions. When the conditions of a rule are met, the rule's actions take place for users that are defined in the rule. 3 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 4 The agent accepted and completed an Intradiem session during the scheduled/delivered time. 5 A disposition that indicates the agent declined the session prompt Intradiem Page 562 of 1658

15 If instructions are included with the assignment, the Agent console displays with the assignment detail. View the instructions, then click Start This Assignment 1 Now. Complete the assignment. Taking an Assignment with a Hyperlink If a link is included with the assignment, the Agent console displays with the assignment detail. Click the hyperlink to open the file or website for this task 2. Complete the assignment as instructed. When you close the view that was opened with the link, the Assignment Details is displayed. If an additional task is required for this assignment, the Start This Assignment Now button is displayed. If no additional tasks are required, the Mark As Complete button is displayed. Click the button to start or complete the assignment. Adding an Attachment to a Task When you complete the assignment, if completion confirmation is required, the Agent console is displayed. A check mark next to a listed assignment indicates that confirmation is required. If confirmation is not required, the assignment status is changed to Completed, and the assignment is moved to the Completed tab. Ending a Session If the End Session Prompt is enabled in the Agent Permission Profile, then the End Session prompt is displayed after a dynamic session is completed. If the agent does not accept the End Session Prompt, the prompt is removed after three minutes. The session is considered complete and written back to the WFM. The End Session Prompt displays only for a dynamic session that started with a Start Now prompt. The prompt does not display during a self-directed session that the agent started without being prompted. 1 A task or task bundle assigned to a user. 2 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching Intradiem Page 563 of 1658

16 The End Session prompt is not included in the Desktop Experience. Confirming Completion After you complete an assignment, you might be required to confirm completion of the assignment. An assignment that has been completed, but requires completion confirmation has a status of Pending Confirmation, and is displayed in the Open assignments tab. Confirmation can be required by the agent, the supervisor, or both. To view confirmation detail, hover your mouse over the status for the assignment. When agent confirmation is required, a check mark is displayed next to the Task Name. In this sample, assignment 1, How to Complete Your 2013 Benefits Enrollment requires agent confirmation. In this sample, assignment 3, Call Control Basics, requires supervisor confirmation. Once confirmed, the assignment is moved to the Completed assignments tab with a status of Completed. To confirm completion of an assignment: 1. Click the check mark next to the Task Name. The Confirm Completion window is displayed. 2. Enter your name, initials, or confirmation code, as instructed by your supervisor. 3. Click Submit. If no additional confirmation is required, the assignment is moved to the Completed tab with a Completed status. If supervisor confirmation is still required, the status remains Pending Confirmation until 2017 Intradiem Page 564 of 1658

17 all confirmations are completed. Once the agent confirmation is submitted, the check mark next to the task name 1 is no longer displayed. Last Assignment Completed When a user 2 completes the last assignment in that user's queue, the Session Ended prompt is displayed. Disposition will be recorded as Accepted for accepted sessions and Interrupted By ACD for Interrupted sessions. The session will be recorded as Assignment Completed, Session Ended Early. An unaccepted dynamic prompt can have a session disposition 3 of Interrupted by ACD if the system does not let the user accept it due to queues going red. Assignment Limitations During some sessions, a user might be limited to viewing certain assignments. If a user selects an assignment that is not valid for the current session, a message is displayed. Session Interrupt Prompt When the queue goes out of compliance while an agent is in a session, the session will be interrupted, with a Session Interrupt Prompt. When a session is interrupted, the agent leaves the session and returns to call handling. The Intradiem Session is ended and does not remain active. No end prompt is provided after the Interrupt Prompt. Disposition will be recorded as Interrupted By ACD for Interrupted sessions. An unaccepted dynamic prompt can have a session disposition of Interrupted by ACD if the system does not let the user accept it due to queues going red. Session Idle Prompt 1 The name of the task that was assigned. 2 A person authorized by a login and password to access the IntraDiem application. 3 The ending status of a delivered session. An IntraDiemm Session can end with any of the following dispositions: Accepted, Ignored, Declined, Interrupted by ACD, Prevented by ACD, User Not Logged In, Scheduling Conflict, Other Not Taken, No Content Intradiem Page 565 of 1658

18 When the agent user does not interact with the computer for the set Client Idle Threshold Seconds, the Idle prompt is displayed and begins counting down. The countdown is based on the Seconds Before Going Passive setting. If the agent user doesn't click the button before the countdown finishes, the console window is minimized. If the agent user interacts with the system (moves the mouse, presses a key, etc.) the prompt goes away. Time in Assignment Delivery Threshold Session delivery is affected by delivery threshold as follows: Dynamic Prompts: only assignments with less than 200% time utilized will be delivered via dynamic delivery1 Dynamic Sessions: only assignments with less than 200% time utilized are visible in the Agent Console Self-Directed & Scheduled: Agents can view all assignments in the Console outside of dynamic sessions 1 A session scheduled and delivered with IntraDiem according to configured delivery rules and thresholds. Monitors ACD to find periods of low call volume. Aggregates pockets of wait time across all agents. Delivers fewer, larger blocks of time to some agents to complete tasks in their Activity Queues Intradiem Page 566 of 1658

19 Confirming Course Completion Confirming Completion After you complete an assignment, you might be required to confirm completion of the assignment. An assignment that has been completed, but requires completion confirmation has a status of Pending Confirmation, and is displayed in the Open assignments tab. Confirmation can be required by the agent, the supervisor, or both. To view confirmation detail, hover your mouse over the status for the assignment. When agent confirmation is required, a check mark is displayed next to the Task Name. In this sample, assignment 1, How to Complete Your 2013 Benefits Enrollment requires agent confirmation. In this sample, assignment 3, Call Control Basics, requires supervisor confirmation. Once confirmed, the assignment is moved to the Completed assignments tab with a status of Completed. To confirm completion of an assignment: 1. Click the check mark next to the Task Name. The Confirm Completion window is displayed. 2. Enter your name, initials, or confirmation code, as instructed by your supervisor. 3. Click Submit. If no additional confirmation is required, the assignment is moved to the Completed tab with a Completed status. If supervisor confirmation is still required, the status remains Pending Con Intradiem Page 567 of 1658

20 firmation until all confirmations are completed. Once the agent confirmation is submitted, the check mark next to the task name 1 is no longer displayed. Desktop Experience Intro The Desktop Experience for agents includes an updated interface and a refined user 2 experience. The Active X control is not required for the desktop experience. Agents using can continue to use the current active X control and agent console, or these agents can use the new client application and desktop experience. All consoles on the same tenant must use the same agent console - either Legacy or Desktop Experience. Key views for the desktop experience include: View Tasks and Assignments Messages & Activity Assignment 3 Details Description Displays a list of assignments that are available to be taken by the user. The order in which assignments are displayed on the console is controlled by settings in the Agent Permission Profile assigned to the agent user. Displays messages received and console activities, such as log in and log off activity. Displays details related to the currently selected assignment. Alerts Displays a list of: My Archive Completed assignments Past alerts and events related to the user Displays the user's schedule for the current day and future days My Schedule Future displayed when Intradiem has access to future schedule data for the user 1 The name of the task that was assigned. 2 A person authorized by a login and password to access the IntraDiem application. 3 A task or task bundle assigned to a user Intradiem Page 568 of 1658

21 View Requests Description Displays a list of available Requests to send to a manager or supervisor Includes methods for prompting the user: Prompts Start and end dynamic sessions Start and end scheduled sessions Interrupt dynamic and scheduled sessions Ask Yes / No questions View messages Warnings A Done button is displayed for each assignment. With this action 1, the agent is confirming completion of the assignment, regardless of the Requires Agent Confirmation setting for the assignment. When Agent Confirmation is required, we confirm on behalf of the agent since they ve already confirmed completion by clicking Done. If the agent does not click Done, then the agent is asked to confirm when returning to My List. (exceptions are when we know they re not done from the status of a scorm course 2 ). Functional improvements over legacy console: Changed the user experience for confirming completion of assignments that require confirmation by integrating confirmation into the completion of the assignment. Modified time tracking methodology to make it more accurate and to increase granularity. For example, Intradiem now tracks the time an agent spends in each individual attachment on an assignment. Added a configurable warning that can alert the user when a session 3 is nearing its end. Reorganized system profile configuration parameters related to Client Applications including the Desktop Experience. Technical Improvements Over Legacy Console: New application architecture. The application pulls its visible window elements from an Intradiem server, communicates to the server through a secure API 4 interface, and replaces the need for a 1 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 2 Content that is assigned for a user to take during a session. 3 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 4 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool Intradiem Page 569 of 1658

22 browser-based console. Data is pulled down based on a tenant value allocated in an INI file that is part of the application install. Time tracking is handled through API calls. Improved application security by modifying communication channels to send all requests and responses over secure https using port 443. More about API Integration. Functionality retired from legacy console: Removed Tip of the Day and Question of the Day functionality from the product. Retired the dependence on ActiveX for application communication. Agent Console When you log in to the agent console, the console menu is displayed. The following selections can be displayed on the console menu. Available selections are customized by the Administrator, and can vary by site. Icon / Selection Description The user name of the user that is logged in Menu This is displayed only if selected in Configuration. When the icon is clicked, the displayed menu provides additional options: display WebHelp for the agent console display the Rating view Intradiem Page 570 of 1658

23 Icon / Selection Description Tasks and Assignments When selected, displays: To Do list with upcoming tasks and assignments Done list with completed tasks and assignments Messages & Activity When selected: Messages that have been received on your desktop are displayed. Select a message to view detail. Click Delete to remove a message. Activities, such as times Logged in and Logged out are displayed. My Archive This is displayed only if selected in Configuration. When available, content 1 that has been completed can be viewed in My Archive. My Schedule This is displayed only if selected in Configuration. When available, the user's word schedule can be viewed in My Schedule. Requests This is displayed only if selected in Configuration, to allow agents to end sessions early, and when the agent user is in a session. This is displayed only if selected in Configuration, to allow agents to log out. When Log Out is clicked, a log out confirmation window is displayed. If you click Log Out while in a session, the confirmation window will ask you to confirm that you want to log out while still in a session. Assignment Completion Confirmation Available in Release 1 A course or course group that can be assigned for a user to take during a session Intradiem Page 571 of 1658

24 When the user leaves the Assignment Details view by clicking the Back arrow or the close button for an assignment that can be completed, then the user is prompted with a message asking if the user completed the assignment. The prompt text can be customized. The following assignment types can be completed: Scorm Course / Pending Confirmation (Agent) Non-Scorm Task / In Progress, Pending Confirmation (Agent) Once the user clicks yes or no, either the list page is returned, or the shell is minimized. There is no timer on the prompt. Messages Messages that have been received are displayed on the Messages console, and can be deleted Intradiem Page 572 of 1658

25 To view messages: 1. Select Messages. Messages that you have received are displayed on the Messages window. Most recent messages are displayed first Intradiem Page 573 of 1658

26 Messages that have not been read are displayed with an open envelope. Messages that have 2. not been opened are displayed with a closed envelope. A scrollbar is available if the list of messages goes beyond the window size. To view a message, click the displayed message on the Messages window. The detail is displayed. If the message exceeds the size of the window, use the scroll bar to scroll through the message. 3. To retain the message and return to the previous window, click Done. To remove the message from you desktop, click Delete. A deleted message will no longer be available to view. Requests Requests allow uses to make a request from an available list, and have that request sent to their manager or supervisor Intradiem Page 574 of 1658

27 The list items are populated from the Otto provider 1 in the Admin Console: Rules > Providers > Otto (select Edit Provider Instance) > Triggers tab. All requests are processed by the Rules Engine and then acted upon according to the corresponding Rule. 1 an internal or external integration used when defining the triggers and actions for Intradiem Rules 2017 Intradiem Page 575 of 1658

28 Welcome to the Desktop Experience Desktop Experience Welcome to the Desktop Experience. This topic provides an overview of the application. Single Application Architecture The Desktop Experience application pulls its visible window elements from an Intradiem server, communicates to the server through a secure API 1 interface, and replaces the need for a browser-based console. Data is pulled down based on a tenant value allocated in an INI file that is part of the application install. Time tracking is handled through API calls. Agents assignment lists, messages, and schedules are hosted by Intradiem and displayed in this application. The Intradiem prompt is an integrated part of the application. Assignment 2 attachments that have third-party application dependencies, such as URLs, documents (including courses), and images, are handled natively by the operating system s default application for any given dependency. The Desktop Experience launches from desktop applications; no Active X or VB Script is needed. More about API Integration. Secure Communications The Desktop Experience application combines authentication, content 3 streaming, and inter-process messaging into a single data stream that is sent and received via https over port 443. The option to store potentially sensitive data collected from Window Titles during the Intradiem time tracking process is available to the desktop application. Desktop Environment Requirements Windows 7, 8 or 10 Use of either the legacy Agent console or the Desktop Experience is a global setting for your users, and is configured by Intradiem Technical Operations. 1 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. 2 A task or task bundle assigned to a user. 3 A course or course group that can be assigned for a user to take during a session Intradiem Page 576 of 1658

29 Getting Started Launching Intradiem The Desktop Experience is a desktop application - a browser is not needed. If the application is not automatically opened on your desktop, click the application icon in your task 1 bar. If you are not automatically logged in, the Login window is displayed. To Log in: 1. Enter the Username and Password that have been provided. The Password is case-sensitive Optionally click UPDATE PASSWORD. 2. Click Login The Intradiem application is launched and displays the Agent Application. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching Intradiem Page 577 of 1658

30 The Agent App cannot be re-sized. If a user 1 needs to view the app at a smaller resolution, it is recommended that adjustments be made through the Windows Ease of Access settings found in the Windows Control Panel. Changing Your Password To change your Intradiem password: 1. In the Log In window, click UPDATE PASSWORD. 2. In the displayed window, complete the displayed fields: 3. - Username: your assigned username - Old Password: your current password - New Password: your new password - Confirm New Password: repeat your new password to confirm Click Change Password. Your password is changed, and the Log In screen is displayed. 1 A person authorized by a login and password to access the IntraDiem application Intradiem Page 578 of 1658

31 Last Updated: Wednesday, October 04, 2017 Copyright 2017, Intradiem, Inc Intradiem Page 579 of 1658

32 Desktop Experience Overview This topic describes the layout and navigation of the Desktop Experience. Overview The Desktop Experience for agents has been designed to include a more modern user 1 interface and a refined user experience. With this design, the application is no longer dependent on the ActiveX control for communication. With the release of 9.5.8, agents can continue to use the current Legacy Agent Console with ActiveX control, or agents can download the Desktop Experience. The decision to use the Legacy console or the Desktop Experience is global for your site; the Desktop Experience is configured by Intradiem for your site. Key View for the Desktop Experience: My List Assignment2 Details Displays a list of assignments that are available to be taken by the user. Displays details related to the currently selected assignment in a dynamic format. Displays: My Archive My Schedule completed tasks past alerts and events related to the user Displays the user's schedule for the current day and for future days. Intradiem must have access to future schedule data to display future schedule. Prompts the user in the following scenarios: Start and end dynamic sessions Prompts Start and end scheduled sessions Interrupt dynamic and scheduled sessions Ask Yes / No questions View messages Warnings Functional Improvements over Legacy Agent Console: Change the user experience for confirming completion of assignments that require confirmation by 1 A person authorized by a login and password to access the IntraDiem application. 2 A task or task bundle assigned to a user Intradiem Page 580 of 1658

33 integrating confirmation into the completion of the assignment. Modified time tracking methodology to make it more accurate and to increase granularity. For example, Intradiem now tracks the time an agent spends in each individual attachment on an assignment. Added a configurable warning that can alert the user when a session 1 is nearing its end. Reorganized system profile configuration parameters related to client applications including the Desktop Experience. Technical Improvements Over Legacy Agent Console New application architecture. The application pulls its visible window elements from an Intradiem server, communicates to the server through a secure API 2 interface, and replaces the need for a browser-based console. Data is pulled down based on a tenant value allocated in an INI file that is part of the application install. Time tracking is handled through API calls. Improved application security by modifying communication channels to send all requests and responses over secure https using port 443. More about API Integration. Functionality Retired from the Legacy Agent Console Removed Tip of the Day and Question of the Day functionality from the Desktop Experience. Retired the dependence on ActiveX for application communications. Agent Console 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool Intradiem Page 581 of 1658

34 When you log in to the agent console, the console menu is displayed. The following is displayed on the console menu: Your menu selections might vary, depending on the administrative settings for your site. Icon / Selection Description The user name of the user that is logged in Menu When the icon is clicked, the displayed menu provides additional options: display WebHelp for the agent console display the Rating view Intradiem Page 582 of 1658

35 Icon / Selection Description My List This is the default display when you sign in with your user id and password. My Archive This is displayed only if selected in Configuration. My Schedule This is displayed only if selected in Configuration. This is displayed only if selected in Configuration, to allow agents to end sessions early, and when the agent user is in a session Intradiem Page 583 of 1658

36 Icon / Selection Description This is displayed only if selected in Configuration, to allow agents to log out. When Log Out is clicked, a log out confirmation window is displayed. If you click Log Out while in a session, the confirmation window will ask you to confirm that you want to log out while still in a session. Agent Console Tracking Agent activity is monitored in the Desktop Experience in the same way that it is monitored in the Legacy Agent Console Intradiem Page 584 of 1658

37 Tasks and Assignments This topic describes the Tasks and Assignments window on the Agent console. Tasks and Assignments Overview Tasks and Assignments is accessed by selecting Tasks and Assignments from the Desktop main menu. Tasks and Assignments displays tasks that are assigned to you. An assignment contains one or more tasks. Assignments are displayed in the sequence in which they should be completed. If a sequence has been assigned to the assignments in your list, you will be required to complete them in that order. For example, in the image above, HR update must be completed before any of the other assignments can be selected. Tasks To open an assigned task 1, click the displayed task name 2. 1 A Task, multiple Tasks, or Task Bundle associated to a User for the purpose of completion. 2 The name of the task that was assigned Intradiem Page 585 of 1658

38 The Task window displays the content 1 of the task 2. The task content can include a variety of items, including: task instructions attachments, including: o o o images.xls.doc o SCORM course 3 Details (if set to display in the System Profile): o o o Date Time Priority To begin a course, click the Start button. 1 A course or course group that can be assigned for a user to take during a session. 2 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 3 Content that is assigned for a user to take during a session Intradiem Page 586 of 1658

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40 Messages& Activity This topic describes the Messages & Activity window on the Desktop Experience. Desktop Experience Messages Messages sent to users can be retrieved and displayed in the Desktop Experience regardless of when the message was sent and whether or not the receiving user 1 was logged in when the message was sent. The Desktop Experience has a new Messages section that an agent can use to view all messages that have been received. This feature enables historical messaging functionality for the Desktop Experience for messages including those initiated by rules. Desktop Experience users can view a list of previously received messages Desktop Experience users can delete a message. Desktop Experience Activities The Activities view displays recent activity on the Desktop. To view Activity, on the Messages & Activity view, select Activities. 1 A person authorized by a login and password to access the IntraDiem application Intradiem Page 588 of 1658

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42 Alerts This topic describes the Alerts window on the Agent console. Alerts is accessed by selecting Alerts from the Agent main menu. My Schedule, Alerts, My Archive and Settings are displayed only if configured to display in the System Profile Intradiem Page 590 of 1658

43 Message Prompt This topic describes prompts that are displayed on the Agent Console when a message is delivered to the agent console. Session Start Prompt The start prompt is displayed on the Agent console when a scheduled or dynamic session 1 is delivered to the agent. The Start Prompt is displayed until the agent starts the session. If the agent does not start the session, the prompt is displayed for the scheduled duration of the session. To start the session, click Start Now. If no instructions or links are included with the assignment, then the session begins. Taking an Assignment with Instructions If instructions are included with the assignment, the Agent console displays with the assignment detail. View the instructions, then click Start This Assignment 2 Now. Complete the assignment. Taking an Assignment with a Hyperlink If a link is included with the assignment, the Agent console displays with the assignment detail. 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 A task or task bundle assigned to a user Intradiem Page 591 of 1658

44 Click the hyperlink to open the file or website for this task 1. Complete the assignment as instructed. When you close the view that was opened with the link, the Assignment Details is displayed. If an additional task is required for this assignment, the Start This Assignment Now button is displayed. If no additional tasks are required, the Mark As Complete button is displayed. Click the button to start or complete the assignment. When you complete the assignment, if completion confirmation is required, the Agent console is displayed. A check mark next to a listed assignment indicates that confirmation is required. If confirmation is not required, the assignment status is changed to Completed, and the assignment is moved to the Completed tab. Ending a Session If the End Session Prompt is enabled in the Agent Permission Profile, then the End Session prompt is displayed after a dynamic session has started. The End Session Prompt displays only for a dynamic session that started with a Start Now prompt. The prompt does not display during a self-directed session that the agent started without being prompted. The End Session prompt is not included in the Desktop Experience. Confirming Completion After you complete an assignment, you might be required to confirm completion of the assignment. An assignment that has been completed, but requires completion confirmation has a status of Pending Confirmation, and is displayed in the Open assignments tab. Confirmation can be required by the agent, the supervisor, or both. To view confirmation detail, hover your mouse over the status for the assignment. When agent confirmation is required, a check mark is displayed next to the Task Name. In this sample, assignment 1, How to Complete Your 2013 Benefits Enrollment requires agent confirmation. In this sample, assignment 3, Call Control Basics, requires supervisor confirmation. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching Intradiem Page 592 of 1658

45 Once confirmed, the assignment is moved to the Completed assignments tab with a status of Completed. To confirm completion of an assignment: 1. Click the check mark next to the Task Name. The Confirm Completion window is displayed. 2. Enter your name, initials, or confirmation code, as instructed by your supervisor. 3. Click Submit. If no additional confirmation is required, the assignment is moved to the Completed tab with a Completed status. If supervisor confirmation is still required, the status remains Pending Confirmation until all confirmations are completed. Once the agent confirmation is submitted, the check mark next to the task name 1 is no longer displayed. Session Ended Prompt If the Session Start prompt displays for the session duration and is not accepted 2, the Session Ended Prompt is displayed. Depending on the parameters of the session, Intradiem might attempt to deliver the session again later. When it does, another Start Prompt will display on the Agent console. 1 The name of the task that was assigned. 2 The agent accepted and completed an Intradiem session during the scheduled/delivered time Intradiem Page 593 of 1658

46 Click OK to close the prompt. This session will have a status of Ignored in the Session reporting. Last Assignment Completed When a user 1 completes the last assignment in that user's queue, the Session Ended prompt is displayed. Disposition will be recorded as Accepted for accepted sessions and Interrupted By ACD for Interrupted sessions. The session will be recorded as Assignment Completed, Session Ended Early. An unaccepted dynamic prompt can have a session disposition 2 of Interrupted by ACD if the system does not let the user accept it due to queues going red. Assignment Limitations During some sessions, a user might be limited to viewing certain assignments. If a user selects an assignment that is not valid for the current session, a message is displayed. Session Interrupt Prompt When the queue goes out of compliance while an agent is in a session, the session will be interrupted, with a Session Interrupt Prompt. When a session is interrupted, the agent leaves the session and returns to call handling. However, the Intradiem Session is active until the session duration has expired. If the agent returns to the console while the session is still active, the agent will receive either an end prompt at the completion of the session duration or a second interrupt prompt if the queue continues to exceed acceptable service levels for Intradiem Dynamic Session delivery. Disposition will be recorded as Accepted for accepted sessions and Interrupted By ACD for Interrupted sessions. An unaccepted dynamic prompt can have a session disposition of Interrupted by ACD if the system does not let the user accept it due to queues going red. Session Idle Prompt 1 A person authorized by a login and password to access the IntraDiem application. 2 The ending status of a delivered session. An IntraDiemm Session can end with any of the following dispositions: Accepted, Ignored, Declined, Interrupted by ACD, Prevented by ACD, User Not Logged In, Scheduling Conflict, Other Not Taken, No Content Intradiem Page 594 of 1658

47 When the agent user does not interact with the computer for the set Client Idle Threshold Seconds, the Idle prompt is displayed and begins counting down. The countdown is based on the Seconds Before Going Passive setting. If the agent user doesn't click the button before the countdown finishes, the console window is minimized. If the agent user interacts with the system (moves the mouse, presses a key, etc.) the prompt goes away Intradiem Page 595 of 1658

48 My Archive Overview This topic describes the My Archive window on the Agent console. My Archive is accessed by selecting My Archive from the Agent main menu. My Archive provides two options: Completed Tasks Past Events & Alerts Click on the option that you want to view. Completed Tasks 2017 Intradiem Page 596 of 1658

49 Tasks that you have completed are displayed in descending order, grouped by tasks completed Today, This Week, and before this week (Older). 1 The checkmark next to a task indicates that the task is completed. To view the detail of a completed task, click on the displayed task in the Completed Tasks list. Quick Demo Past Events & Alerts 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching Intradiem Page 597 of 1658

50 My Schedule Overview This topic describes the My Schedule window on the Agent console. My Archive is accessed by selecting My Schedule from the Agent main menu. My Schedule displays your schedule for the current day Intradiem Page 598 of 1658

51 Agent Session with SCORM Training Content This topic describes the process that prompts an agent user 1 to begin a session 2 with SCORM training content 3. Training Session Start Prompt The training session start prompt is displayed on the Agent console when a scheduled or dynamic session with SCORM training content is delivered to the agent. The Start Prompt can display the following options: Prompt Option Task Name Start Details Go Not Now Description The name assigned to this task 4 when the task was created. Click to accept the session and begin the assignment. The assignment content is displayed. When the assignment contains instructions or a description, the Details button is displayed before the Start button is displayed. The instructions / description text is displayed. If the text goes beyond the display, use the scroll arrow to scroll down to view remaining text. After viewing assignment details, click Go to begin the assignment. Displayed only if the session activity type 5 has been set to allow Do Not Disturb. When you click Not Now, the session prompt is removed, and the session is declined 6. This session will be recorded as a declined session. Screen Samples 1 A person authorized by a login and password to access the IntraDiem application. 2 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 3 A course or course group that can be assigned for a user to take during a session. 4 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 5 A way to organize and group together similar tasks and define the Intradiem delivery experience specific for such tasks. 6 A disposition that indicates the agent declined the session prompt Intradiem Page 599 of 1658

52 SCORM icon Indicates that this is a SCORM course 1 Course Title Description text Scroll arrow Progress Indicator Course Content The title of the course or assignment Instructions / description about this assignment When displayed, click to display additional description text Indicates the progress of the course Content included with the course Course Completed NOT NOW 1 Content that is assigned for a user to take during a session Intradiem Page 600 of 1658

53 START Training Complete If no instructions or links are included with the assignment, then the session begins. Taking an Assignment with Instructions If instructions are included with the assignment, the Agent console displays with the assignment detail. View the instructions, then click Start This Assignment 1 Now. Complete the assignment. Taking an Assignment with a Hyperlink If a link is included with the assignment, the Agent console displays with the assignment detail. Click the hyperlink to open the file or website for this task. Complete the assignment as instructed. When you close the view that was opened with the link, the Assignment Details is displayed. If an additional task is required for this assignment, the Start This Assignment Now button is displayed. If no additional tasks are required, the Mark As Complete button is displayed. Click the button to start or complete the assignment. When you complete the assignment, if completion confirmation is required, the Agent console is displayed. A check mark next to a listed assignment indicates that confirmation is required. If confirmation is not required, the assignment status is changed to Completed, and the assignment is moved to the Completed tab. Ending a Session If the End Session Prompt is enabled in the Agent Permission Profile, then the End Session prompt is displayed after a dynamic session has started. The End Session Prompt displays only for a dynamic session that started with a Start Now prompt. The prompt does not display during a self-directed session that the agent started without being prompted. 1 A task or task bundle assigned to a user Intradiem Page 601 of 1658

54 The End Session prompt is not included in the Desktop Experience. Confirming Completion After you complete an assignment, you might be required to confirm completion of the assignment. An assignment that has been completed, but requires completion confirmation has a status of Pending Confirmation, and is displayed in the Open assignments tab. Confirmation can be required by the agent, the supervisor, or both. To view confirmation detail, hover your mouse over the status for the assignment. When agent confirmation is required, a check mark is displayed next to the Task Name. In this sample, assignment 1, How to Complete Your 2013 Benefits Enrollment requires agent confirmation. In this sample, assignment 3, Call Control Basics, requires supervisor confirmation. Once confirmed, the assignment is moved to the Completed assignments tab with a status of Completed. To confirm completion of an assignment: 1. Click the check mark next to the Task Name. The Confirm Completion window is displayed. 2. Enter your name, initials, or confirmation code, as instructed by your supervisor. 3. Click Submit. If no additional confirmation is required, the assignment is moved to the Completed tab with a Completed status. If supervisor confirmation is still required, the status remains Pending Confirmation until 2017 Intradiem Page 602 of 1658

55 all confirmations are completed. Once the agent confirmation is submitted, the check mark next to the task name 1 is no longer displayed. When Agent Confirmation is required, the agent can confirm completion of the assignment at any time. The agent is not required to be in a session. The permission profile 2 setting to allow self-direct time does not affect the option to confirm completion outside of a session. An administrator user with a permission profile with All Assignments / Confirm checked on the Permission Profile's Assignment tab can manage assignments on behalf of Agents for assignments in a Pending Confirmation status. Session Ended Prompt If the Session Start prompt displays for the session duration and is not accepted 3, the Session Ended Prompt is displayed. Depending on the parameters of the session, Intradiem might attempt to deliver the session again later. When it does, another Start Prompt will display on the Agent console. Click OK to close the prompt. This session will have a status of Ignored in the Session reporting. Last Assignment Completed When a user completes the last assignment in that user's queue, the Session Ended prompt is displayed. 1 The name of the task that was assigned. 2 A defined set of user permissions. 3 The agent accepted and completed an Intradiem session during the scheduled/delivered time Intradiem Page 603 of 1658

56 Disposition will be recorded as Accepted for accepted sessions and Interrupted By ACD for Interrupted sessions. The session will be recorded as Assignment Completed, Session Ended Early. Assignment Limitations During some sessions, a user might be limited to viewing certain assignments. If a user selects an assignment that is not valid for the current session, a message is displayed. Session Interrupt Prompt When the queue goes out of compliance while an agent is in a session, the session will be interrupted, with a Session Interrupt Prompt. When a session is interrupted, the agent leaves the session and returns to call handling. However, the Intradiem Session is active until the session duration has expired. If the agent returns to the console while the session is still active, the agent will receive either an end prompt at the completion of the session duration or a second interrupt prompt if the queue continues to exceed acceptable service levels for Intradiem Dynamic Session delivery. Disposition will be recorded as Accepted for accepted sessions and Interrupted By ACD for Interrupted sessions. An unaccepted dynamic prompt can have a session disposition 1 of Interrupted by ACD if the system does not let the user accept it due to queues going red. Session Idle Prompt When the agent user does not interact with the computer for the set Client Idle Threshold Seconds, the Idle prompt is displayed and begins counting down. The countdown is based on the Seconds Before Going Passive setting. If the agent user doesn't click the button before the countdown finishes, the console window is minimized. If the agent user interacts with the system (moves the mouse, presses a key, etc.) the prompt goes away. 1 The ending status of a delivered session. An IntraDiemm Session can end with any of the following dispositions: Accepted, Ignored, Declined, Interrupted by ACD, Prevented by ACD, User Not Logged In, Scheduling Conflict, Other Not Taken, No Content Intradiem Page 604 of 1658

57 Agent Session with non-scorm Training Content This topic describes the process that prompts an agent user 1 to begin a session 2 with SCORM training content 3. Time is tracked for Non SCORM assignments when there are no window titles configured and sessions are prompted using Start and End prompts. For tracking time in non-scorm assignments, user events are divided into Start, Pause, Resume and End event 4 categories. Start events signal the server to start tracking time. The following are Start events: ASSIGNMENT_CLICKED The user clicked an attachment for an assignment, or the user clicked the start button on an assignment. SESSION_PROMPTED_ ASSIGNMENT The user clicked a start prompt for a Session, and an assignment has been presented for the Session. More than just the instructions page must be launched. A session page or document must be launched for the time tracking to begin. Time is not tracked for "instructions only" assignments. Pause events temporarily suspend the time tracking when the user briefly leaves an assignment. Pause events include any event that puts the user into a passive 5 state, but doesn't fall into one of the other categories. Pause events can occur when the user switches to a window that isn't configured for tracking. When time tracking for an assignment is paused, no time is added for the time spent paused, but the current session total isn't yet recorded. If the tracking is resumed within a minute, time continues tracking for this session. If the pause duration is more than a minute, the record is closed and session time is saved. No additional session time will be tracked until the next Start event is received. Resume events start the tracking again when the user returns from a paused state. End events signal that the user is no longer working on this assignment and that the final time can be recorded for the session. The following are End events: LoggedOff The user has logged off from Intradiem Server_Dead_Client The server is no longer receiving data from the client, so the client is considered disconnected 1 A person authorized by a login and password to access the IntraDiem application. 2 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 3 A course or course group that can be assigned for a user to take during a session. 4 A real-time notification from a provider that a defined change has occurred in the system. Events are defined in Delivery - Add Rule. An event can also be a scheduled occurence - for example, check for call duration every 90 seconds. 5 Logged in but not in an active state.a user is in an active state when in a compiant application defined by the domain or the IE Windows title bar. If the user is logged in, but not in an active stae, the user is in a passive state. See: Intradiem Passive WindowTitles Intradiem Passive Domains In the topic: SystemSettings/CapturingIEWindowTitles 2017 Intradiem Page 605 of 1658

58 Away The user has not interacted with the computer at all for a configurable amount of time. The user is assumed to be gone. Non-SCORM Training Session Start Prompt The session start prompt is displayed on the Agent console when a scheduled or dynamic session with non- SCORM training content is delivered to the agent. The Start Prompt can display the following options: Prompt Option Description Task Name The name assigned to this task 1. Start Details Go Not Now Click to accept the session and begin the assignment. The assignment content is displayed. When the assignment contains instructions or a description, the Details button is displayed before the Start button is displayed. The instructions / description text is displayed. If the text goes beyond the display, use the scroll arrow to scroll down to view remaining text. After viewing assignment details, click Go to begin the assignment. Displayed only if the session activity type 2 has been set to allow Do Not Disturb. When you click Not Now, the session prompt is removed, and the session is declined 3. This session will be recorded as a declined session. Book Icon Envelope Icon Alternate Icon Course Title Description text Scroll arrow Progress Indicator Indicates that the session contains a Training Task Indicates that the session contains a Communications Task. Indicates that the session is neither Training nor Communications The title of the course4 or assignment Instructions / description about this assignment. When displayed, click to display additional description text. Indicates the progress of the course 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 A way to organize and group together similar tasks and define the Intradiem delivery experience specific for such tasks. 3 A disposition that indicates the agent declined the session prompt. 4 Content that is assigned for a user to take during a session Intradiem Page 606 of 1658

59 Course Content Course Completed NOT NOW START Training Complete If no instructions or links are included with the assignment, then the session begins. Taking an Assignment with Instructions If instructions are included with the assignment, the Agent console displays with the assignment detail. View the instructions, then click Start This Assignment 1 Now. Complete the assignment. Taking an Assignment with a Hyperlink If a link is included with the assignment, the Agent console displays with the assignment detail. Click the hyperlink to open the file or website for this task. Complete the assignment as instructed. When you close the view that was opened with the link, the Assignment Details window is displayed. If an additional task is required for this assignment, the Start This Assignment Now button is displayed. If no additional tasks are required, the Mark As Complete button is displayed. Click the button to start or complete the assignment. When you complete the assignment, if completion confirmation is required, the Agent console is displayed. A check mark next to a listed assignment indicates that confirmation is required. If confirmation is not required, the assignment status is changed to Completed, and the assignment is moved to the Completed tab. Ending a Session 1 A task or task bundle assigned to a user Intradiem Page 607 of 1658

60 If the End Session Prompt is enabled in the Agent Permission Profile, then the End Session prompt is displayed after a dynamic session has started. If an agent completes a task before the session is due to end, the agent can end the session, which results in time saved. This time can then be delivered to another agent if the conditions still permit. The End Session Prompt displays only for a dynamic session that started with a Start Now prompt. The prompt does not display during a self-directed session that the agent started without being prompted. Confirming Completion After you complete an assignment, you might be required to confirm completion of the assignment. An assignment that has been completed, but requires completion confirmation has a status of Pending Confirmation, and is displayed in the Open assignments tab. Confirmation can be required by the agent, the supervisor, or both. To view confirmation detail, hover your mouse over the status for the assignment. When agent confirmation is required, a check mark is displayed next to the Task Name. In this sample, assignment 1, How to Complete Your 2013 Benefits Enrollment requires agent confirmation. In this sample, assignment 3, Call Control Basics, requires supervisor confirmation. Once confirmed, the assignment is moved to the Completed assignments tab with a status of Completed. To confirm completion of an assignment: 1. Click the check mark next to the Task Name. The Confirm Completion window is displayed Intradiem Page 608 of 1658

61 2. Enter your name, initials, or confirmation code, as instructed by your supervisor. 3. Click Submit. If no additional confirmation is required, the assignment is moved to the Completed tab with a Completed status. If supervisor confirmation is still required, the status remains Pending Confirmation until all confirmations are completed. Once the agent confirmation is submitted, the check mark next to the task name 1 is no longer displayed. Session Ended Prompt If the Session Start prompt displays for the session duration and is not accepted 2, the Session Ended Prompt is displayed. Depending on the parameters of the session, Intradiem might attempt to deliver the session again later. When it does, another Start Prompt will display on the Agent console. Click OK to close the prompt. This session will have a status of Ignored in the Session reporting. Last Assignment Completed When a user completes the last assignment in that user's queue, the Session Ended prompt is displayed. Disposition will be recorded as Accepted for accepted sessions and Interrupted By ACD for Interrupted sessions. The session will be recorded as Assignment Completed, Session Ended Early. 1 The name of the task that was assigned. 2 The agent accepted and completed an Intradiem session during the scheduled/delivered time Intradiem Page 609 of 1658

62 Assignment Limitations During some sessions, a user might be limited to viewing certain assignments. If a user selects an assignment that is not valid for the current session, a message is displayed. Session Interrupt Prompt When the queue goes out of compliance while an agent is in a session, the session will be interrupted, with a Session Interrupt Prompt. When a session is interrupted, the agent leaves the session and returns to call handling. However, the Intradiem Session is active until the session duration has expired. If the agent returns to the console while the session is still active, the agent will receive either an end prompt at the completion of the session duration or a second interrupt prompt if the queue continues to exceed acceptable service levels for Intradiem Dynamic Session delivery. Disposition will be recorded as Accepted for accepted sessions and Interrupted By ACD for Interrupted sessions. An unaccepted dynamic prompt can have a session disposition 1 of Interrupted by ACD if the system does not let the user accept it due to queues going red. Session Idle Prompt When the agent user does not interact with the computer for the set Client Idle Threshold Seconds, the Idle prompt is displayed and begins counting down. The countdown is based on the Seconds Before Going Passive setting. If the agent user doesn't click the button before the countdown finishes, the console window is minimized. If the agent user interacts with the system (moves the mouse, presses a key, etc.) the prompt goes away. Prompts This topic describes Promptsthat you might receive on your desktop. 1 The ending status of a delivered session. An IntraDiemm Session can end with any of the following dispositions: Accepted, Ignored, Declined, Interrupted by ACD, Prevented by ACD, User Not Logged In, Scheduling Conflict, Other Not Taken, No Content Intradiem Page 610 of 1658

63 Prompt Description Interaction Notes Start The Start prompt is displayed when a session 1 is being delivered to your desktop. To begin the session, click the Start prompt, and continue with the session instructions. When the Interrupt prompt is displayed, interaction with the session is discontinued; the user 2 must click OK. Interrupt A session might be interrupted as a result of a change in conditions, such as an increase in call volume. Click OK on the prompt, close open assignments, and return to your assigned tasks. Time tracking for the session is discontinued for the session when the Interrupt prompt is displayed. The status of the active assignment does not change. When the OK button is clicked, the Agent console is minimized. End The End prompt is displayed upon completion of a session. Click OK on the prompt, close any open assignments and return to your assigned tasks. Alert / Message An Alert prompt is displayed when a message is sent to the console. The message contains a Subject and a message body. To view the message in a separate window, click VIEW. To remove the message from your display, click DISMISS. The prompt displays for the number of seconds configured in the system profile. Messages have a 3,000 character limit. Alerts are displayed temporarily, and are not saved on the console. Yes / No questions have a 250 character limit.* 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 A person authorized by a login and password to access the IntraDiem application Intradiem Page 611 of 1658

64 Prompt Description Interaction Notes Alert / Scheduled Session Canceled A Scheduled Session Canceled alert is displayed when a scheduled session is canceled due to set conditions. Click OK and return to assigned tasks. If not clicked, the prompt is displayed for 15 seconds. The prompt text is taken from the Cancel Prompt Text parameter on the Cancel Prompt Text action 1. Return to Session The Return to Session prompt is displayed when you are in a session and have not interacted with the content 2 for a certain amount of time. Click Return to return to the session. Click Dismiss to not return to the session, and remain on the displayed window. The timing for this prompt comes from setting in Configuration. Application Idle / Are you still there? This prompt is displayed after a defined amount of time with no interaction with the console. Click Yes to continue the console display. If you do not respond, the console will be minimized after a defined period of time. The timing for this prompt is configured in Client Idle Threshold Seconds. * For a Yes/No Question delivered via an Intradiem prompt, the character limit is 250 if it is delivered via the New Desktop Experience and 50 characters if it is delivered on the Active X legacy agent console. The Question Text box allows up to 250 characters. Message Prompts A message prompt displays the message title and the message. If the message exceeds the size of the initial message prompt, click View to display the entire message. If the message length is beyond the window size, a scrollbar is displayed to scroll down to view the remainder of the message. 1 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 2 A course or course group that can be assigned for a user to take during a session Intradiem Page 612 of 1658

65 Installing the Desktop Experience Overview Typically, the Desktop Application is packaged and pushed to the desktop. Alternatively, the AgentExperience application can be downloaded directly to the workstation if appropriate desktop install privileges are enabled. This topic outlines the steps to install the Desktop Experience Application. The Desktop Application is available for Intradiem releases and later. This topic includes the current minimum system requirements and the steps for installing the Desktop Application. The Desktop Experience is an application (.exe) to be installed along with some Microsoft redistributable files, if they are not currently installed. The pre-requisite files are provided as a part of the package. The application consumes 120 MB; including the redistributable files, which consume approximately 30 MB of the 120 MB. The Desktop Experience application acts as a shell, which enables information for Intradiem at a desktop level including. Intradiem uses the application to track mouse and keyboard movement and interaction. The application does not track key strokes or any additional information. This method is used only to track whether or not a user 1 is idle. Intradiem optionally tracks window titles. Intradiem tracks all windows. Each tenant has the option to make use of the tracked information. Intradiem uses this information to understand when a user is active or passive 2 to ensure that WFM is updated with the appropriate time in session 3 for training or communication. Internally the Desktop Experience utilizes the Chromium web engine for rendering views. The core view of the application is supplied by the shell through a web view to render pages located on the Intradiem web server. The majority of the application logic is handled server side. The Intradiem functionality requires that the user be logged in to Intradiem with a unique ID to receive Activity Session notifications. To automatically log the user into Intradiem when the user logs into their workstation, the best practice is to use the user s LAN ID as the Intradiem ID. To enable the Desktop Experience to automatically start, the Desktop Experience will be installed or a short cut created in the Startup folder to initiate the Desktop Experience on start up. In the event 4 the user gets logged out of Intradiem, an Intradiem icon is provided for easy access back into the Intradiem application. The icon will be located in the desktop tray. The Desktop Experience works in conjunction with Internet Explorer, Chrome and Firefox. 1 A person authorized by a login and password to access the IntraDiem application. 2 Logged in but not in an active state.a user is in an active state when in a compiant application defined by the domain or the IE Windows title bar. If the user is logged in, but not in an active stae, the user is in a passive state. See: Intradiem Passive WindowTitles Intradiem Passive Domains In the topic: SystemSettings/CapturingIEWindowTitles 3 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 4 A real-time notification from a provider that a defined change has occurred in the system. Events are defined in Delivery - Add Rule. An event can also be a scheduled occurence - for example, check for call duration every 90 seconds Intradiem Page 613 of 1658

66 Platforms Supported Operating System Versions Microsoft Windows 7, 8, 10 Apple OSX Linux Cent OS 7 System Requirements 2 GB of RAM 200 MB of disk space VDI Environment Requirements VMWare Tools or newer VMWare Horizon View Agent or newer Additional Notes The application will store web page data in cache as well as various preference items into local storage. The application cannot be run in conjunction with the legacy application that utilizes the ActiveX. Steps for Installing the Desktop Application To install the Desktop Application on a desktop workstation: 1. Copy the Desktop Experience package to a location on the desktop. In this example, the package is located in the Documents folder. Double click the AgentExperience application file to start the install wizard. The vc_redist files are used by the AgentExperience application file; it is not necessary to run them separately. 2. If User Account Control is enabled, select Yes to continue the installation. 3. Select the installation location for the Desktop Experience application. Either accept the default 2017 Intradiem Page 614 of 1658

67 location or click Browse and navigate to your preferred location. The default location is: C:\Program Files (x86)\intradiem\agentexperience 4. Select Next to continue. 5. Enter your tenant name using all lower case characters. 6. To create a shortcut on the desktop for the Desktop Experience, ensure that the Create Desktop Icon check box is checked. 7. To begin the installation, click Install. 8. Wait for the installation wizard progress to reach 100%. During the installation, optionally click Show Details to view detail of the files being extracted and copied. When the installation has successfully completed, the Installation Complete message is displayed, and the Close button is highlighted Intradiem Page 615 of 1658

68 9. To exit the install wizard, click Close. The Desktop Application installation is complete. Branding and Theming This feature enables the client to customize the colors and branding of the Intradiem Desktop Experience. Feature Value This feature gives the client the ability to unify their agents' work experience and promote their company culture with consistent company branding. Using this Feature To set up Branding & Theming, from the Admin Console, go to System Profile > Application Configuration > Client Settings > Desktop > Branding and Theming Intradiem Page 616 of 1658