Agent Guide

agent manual omni version1 overview the omni agent interface within the ecc product is designed to empower contact center agents with an intuitive and highly efficient interface this interface enables seamless handling of customer interactions spanning multiple communication channels such as voice channel, chat channel such as whatsapp, webchat, social chats etc providing agents with comprehensive access to customer information and case management integrated ai powered tools further assist agents to enhance productivity and improve customer satisfaction the agent has access to a web based interface with telephony controls to make or receive calls of chats when the agent receives a call, a cti (computer telephony integration) pop up appears with customer information see ai powered contact center in action agent web interface access includes login page docid\ vtwszldp7cxm80fmese3h getting started the agent homepgae docid\ vtwszldp7cxm80fmese3h understanding your workspace docid\ vtwszldp7cxm80fmese3h managing your status (availability & breaks) docid\ vtwszldp7cxm80fmese3h handling customer interactions docid\ vtwszldp7cxm80fmese3h using the customer 360 view docid\ vtwszldp7cxm80fmese3h reviewing your history docid\ vtwszldp7cxm80fmese3h managing your profile & settings docid\ vtwszldp7cxm80fmese3h logging out docid\ vtwszldp7cxm80fmese3h 1 login this section describes how to log in to the omni agent workspace to log in to the agent screen, open the url provided by your administrator on the login screen, you can log in using one of the following methods as configured by your administrator normal login enter the "user id" and "password" provided to you and click "login " saml (licensable) if enabled, click "saml" to log in using your organization's third party identity provider (idp) google (licensable) if enabled, click "google" to log in using your google account via single sign on 1 1 selecting your campaign and extension after you log in for the first time, you may need to complete a one time setup to select your campaigns and telephone extension 1\ campaign selection a "campaign selection" pop up will appear you must select the campaigns you will be working on from the drop down lists you may be required to select a ticket/case campaign a voice campaign a chat campaign click "next" to proceed you will not get the campaign selection pop up if it has been pre assigned from the administrator panel 2\ extension selection if you are working in a voice campaign, an "extension selection" pop up will appear for webrtc if your system uses webrtc (browser based phone), this step may be automatic for softphone/hardware phone you must select your configured extension (e g , "softphone1" or your desk phone number "1001") from the drop down list if you select a hardware phone, you may need to enter the phone number click "next" you will now be directed to the agent homepage 2 getting started the agent homepage the homepage is the first screen you see after logging in it is a dashboard designed to help you monitor your real time performance metrics and session activity depending on your assigned campaigns, your homepage will display either voice only or omnichannel metrics if your organization has cqa/aqm activated, you may also see a widget for your quality metrics 2 1 voice only self monitoring dashboard if you are assigned to voice only campaigns, your dashboard will include the following metrics call summary total calls offered total calls connected connection rate (%) average call duration longest call duration shortest call duration call type breakdown manual outbound calls inbound calls dialer calls callback calls time tracking login time talk time idle time break time (total) break bifurcation (e g , tea / lunch / bio / others) call trend an hourly trend graph of your connected calls 2 2 omnichannel self monitoring dashboard if you are assigned to handle interactions across multiple channels (e g , voice, chat, whatsapp, email), your dashboard will provide a comprehensive view interaction summary by channel voice total offered, connected, average duration, longest duration chat total offered, responded, average duration, longest duration email total offered, responded, average duration, longest duration whatsapp total offered, responded, average duration, longest duration channel engagement mix a chart showing the percentage of interactions you have handled per channel time tracking login time active time (across all channels) idle time break time (total) and its bifurcation productivity metrics average concurrent chats first response time (for chat, email, whatsapp) average email response time interaction trend an hourly trend graph of interactions you have handled, split by channel 3\ understanding your workspace the agent workspace is designed for efficiency, giving you all the tools and information you need in one unified interface the workspace is made up of three key components the left navigation bar, the top navigation bar, and the 4 panel view the agent workspace is designed for efficiency, giving you all the tools and information you need in one unified interface the workspace is made up of the following key components left navigation panel (collapsible) top navigation bar main content area (interactions) with the 4 panel view panel 1 interactions (collapsible) panel 2 interaction details (collapsible) panel 3 customer, crm & cases (collapsible, except for the crm section) panel 4 configurable app (e g , knowmax) (collapsible) right drawer for detailed customer information and past interactions 3 1 left navigation bar this is your main navigation menu it allows you to move between the different sections of the application home your performance and metrics dashboard interactions your active workbench/workspace for handling all live interactions (voice, chat etc) interactions history a log of all your past closed interactions callbacks your list of scheduled callbacks contacts your customer directory (customer 360) app slots configurable full screen applications the navigation bar can be collapsed to an icon only view, pinned as an expanded, permanently visible menu, or set as an overlay 3 2 top navigation bar the top bar provides quick access to essential functions user profile where you manage your profile, availability, and theme ongoing interaction controls if you navigate away from the workbench while on an active call, the call controls (like mute, hold, end) will dock here so you can manage the call from anywhere in the app 3 3 interaction tab the 4 panel view (agent workbench) when you click interactions from the left navigation, you enter your main workspace following in the screenshot when agent is not on any live interaction this is a 4 panel layout that gives you a complete view of your customer and tasks panel 1 interactions this is your interaction queue, located on the far left (first panel) it lists all your ongoing conversations and allows you to switch between them you can also initiate new interactions from here by clicking the + button panel 2 interaction details this panel, located in the middle left, shows the details of your currently selected interaction it adapts to the interaction channel for example, it will show the chat transcript and message input for a chat, or a live call transcript for a voice call (if enabled) panel 3 customer, crm & cases this middle right panel provides a 360 degree view of the customer you are interacting with it contains several tabs customer shows the customer's basic details and interaction history crm an integrated view of your company's crm cases a dedicated tab for managing support tickets panel 4 configurable app this panel, on the far right, is a flexible space that can hold various tools to assist you, such as a knowledge base (knowmax), agent assist, or agent nudges note all panels are collapsible (except for the crm section within panel 3), allowing you to customize your workspace view 4\ managing your status (availability & breaks) your availability status controls whether you are ready to receive new customer interactions this is managed from the settings menu click settings in the bottom left navigation bar your user profile information will be displayed at the top click on your current availability status (e g , "available") a list of break reasons will appear these are set by your administrator but typically include lunch snacks training unavailable select the appropriate break reason when you are stepping away this pauses new interactions from being assigned to you and informs your supervisor of your status to start receiving interactions again, return to this menu and set your status back to "available" in this same section, you can also use the auto call toggle to enable or disable your participation in auto dialed calls 5\ handling customer interactions the workbench is a unified interface that allows you to manage all customer interactions, regardless of the channel, in one place 5 1 accepting or rejecting interactions when you are in an "available" status, the system will offer you new interactions an "accept/reject" popup will appear on the top right of your screen (if configured from the admin panel) this notification will display key details about the incoming interaction, such as the customer's id and the channel click "accept" to accept the interaction or "reject" to decline it registered customer the customer's customer 360 profile automatically loads in panel 3 when you accept an interaction, it opens in your agent workbench (interactions tab) , and the system performs an immediate cti (computer telephony integration) action new customer a blank customer profile will appear, allowing you to create a new contact multiple customers if the phone number matches multiple customers, a list may appear asking you to select the correct one 5 2 initiating a new interaction (outbound) you can start a new outbound interaction (like a voice call or whatsapp message) at any time from the workbench click the "new interaction" button, located in panel 1 of the workbench a modal will appear, prompting you to select the channel (e g , voice, whatsapp) search for an existing customer using their name, phone number, email, or account id next, you must look up the customer click "start" to begin the interaction if the customer does not exist, you can select the option to create a new customer profile 5 3 handling multiple interactions (omnichannel) the omni channel workbench allows you to handle interactions on different channels at the same time for example, you can start a whatsapp chat while on an active voice call while you are engaged in a voice conversation with a customer, the interaction will be active in your workbench to add a new channel, click the + button in the interaction bubble (in panel 1) select the new channel, for example, "whatsapp" a new window will appear to start the whatsapp chat you can select a template or type a message click "start" to begin the chat you can now switch between the active voice call and the active whatsapp chat by clicking them in panel 1 the details for the selected interaction will appear in panel 2 5 4 handling voice interactions when you accept or start a voice call, the interaction becomes active in your workbench (interactions tab) panel 2 (interaction details) this panel will display the live call transcript, if this feature is enabled for your account panel 3 (customer 360) the customer's profile, including past interactions and case history, will automatically load here call controls standard call controls (mute, hold, transfer, end call) will be available if you navigate away from the workbench, these controls will dock in the top navigation bar 5 4 1 call controls (hold, mute) call hold/talk while on a live call, you can put the customer on hold by clicking the hold button the customer will hear music, and you can resume the call by clicking the talk (or unhold) button call mute you can mute yourself by clicking the mute button the customer will not be able to hear you, but you can still hear them click the button again to unmute 5 4 2 conferencing a call the conference feature allows you to add another person to the call while on the call, click the conference button you can choose to conference with a user or supervisor select from the list of available, logged in users you can speak to the new user before unholding the customer to create a three way conference an external number enter an external phone number, click "confer to phone," and then unhold the customer once the third party is connected an ivr select a local ivr from the drop down menu to conference both yourself and the customer into the ivr, often used for payments or surveys 5 4 3 transferring a call you can transfer a call to another party while on the call, click the transfer button you can perform a warm transfer (where you speak to the new agent first) or a cold transfer you can transfer to user or supervisor select a logged in user from the list you can speak to them, then click "end call" to leave, leaving the customer connected to the new user external number similar to a conference, you can dial an external number and then transfer ownership of the call ivr select an ivr from the drop down to transfer the customer directly into it campaign or queue select a different campaign or queue from the list to re route the call to any available agent in that group 5 4 4 scheduling a callback if the call requires a follow up, you can schedule a callback during the disposition process after the call, in the disposition window, select the "callback" disposition the callback scheduling options will appear check the "self callback" box if you want the callback to be routed only to you choose the time specify date select a specific date and time from the calendar specify time schedule the callback relative to the current time enter the correct phone number ("existing numbers" or "alternate number") click "save and dispose" to schedule the callback 5 4 5 adding call notes you can add notes during or after a call enter your notes in the "add note" textbox if you add notes during the call, they will be saved automatically when you dispose of the call 5 4 6 call disposition after completing a call, you must apply a disposition the disposition menu will appear select the disposition class (the main category) from the first drop down select the disposition code (the specific outcome) from the second drop down if the customer's number should be blacklisted, select the "blacklist" disposition if configured click "save and dispose" to finish the interaction 5 5 handling chat & social media interactions when you accept a non voice interaction, it becomes active in your workbench (interactions tab) 5 5 1 responding to chat (whatsapp, webchat) panel 2 (interaction details) this is your main chat window it will display the conversation transcript, the message input box, and options to send attachments initiating with templates (whatsapp) when starting a new outbound whatsapp chat, you will be shown a list of waba (whatsapp business account) templates to choose from you must select a template before clicking "next" to start the conversation load previous chats if the customer has chatted before, you can click "load previous chats" in the chat window to see their history 5 5 2 responding to social media (facebook, twitter) panel 2 (interaction details) this panel will show the customer's post or direct message like/unlike you can react to a customer's post/comment for example, on a twitter ticket, you can click the "like" button on the post clicking it again will "unlike" the post hide/delete post (if enabled) for public posts (like on a facebook page), you may have the option to "hide" or "delete" a customer's comment if it is inappropriate this action is maintained in the ticket history reply you can reply directly to the post or send a direct message (dm) 5 5 3 file & character limits be aware of channel specific limitations twitter replies are limited to 280 characters you can attach up to 4 images (max 5mb each) or 1 video (max 15mb) facebook post replies have a character limit of 8,000 you can attach one image (max 4mb) 6\ using the customer 360 view the customer 360 view (accessed from the contacts tab) provides a complete overview of a customer, including their interaction history, sentiment, and case details, allowing you to provide personalized and efficient support 6 1 accessing customer 360 you can access the customer 360 view in two ways from the "contacts" tab click contacts on the left navigation bar this opens the customer table you can search for a customer by name, phone number, email, or other criteria clicking on any customer in the table will open their detailed customer 360 profile in a right drawer that slides into view during an interaction when you accept an interaction, the system automatically identifies the customer and opens their customer 360 profile in panel 3 of the workbench 6 2 understanding the customer 360 profile the customer 360 profile is organized into tabs overview shows the customer's name and channel details at the top past interactions tab a list of all previous interactions with the customer details tab this tab shows in depth information about an interaction selected from the "past interactions" list, including an overview, the full transcript, and an interaction timeline cases tab a list of all support cases (past and present) associated with this customer, fetched from the crm crm tab an embedded iframe view of the customer's full profile from the integrated crm 6 3 ai powered insights sentiment & summaries the customer 360 view is enhanced with ai to help you quickly understand the customer's journey sentiment trend a graph showing the customer's sentiment (positive, negative, neutral) over the last 6 months overall sentiment a single indicator showing the customer's current overall sentiment ai generated summaries (if enabled) instead of reading long transcripts of past interactions, the ai provides a short, 3 5 line summary for each one this summary includes intent the reason the customer contacted (e g , "margin call assistance") summary a brief overview of what was discussed and resolved sentiment the detected sentiment of that specific interaction case number any case id linked to the interaction 6 4 viewing past interactions when you are in the "past interactions" tab of the customer 360 profile, you can review all previous customer touchpoints for a new customer if there is no history, a message will be displayed "new user detected no past interactions yet get ready to start building the journey!" for an existing customer a comprehensive list of past interactions is shown the level of detail depends on your system's configuration ai enabled, case management enabled interactions are grouped by "intent" and include the ai summary, sentiment, case number, campaign, queue, disposition, and call notes ai disabled, case management disabled interactions are listed chronologically and include only the campaign, queue, disposition, and call notes to see more detail, click on any single past interaction this will populate the "details" tab with the full transcript and interaction timeline 7 reviewing your history the workspace provides two dedicated sections on the left navigation bar for reviewing your past work interactions history and callbacks 7 1 interaction history (closed interactions) this screen displays a comprehensive and searchable log of all your completed (closed) interactions from all channels view the history is presented in a paginated table view columns by default, you will see key metadata for each interaction, including channel campaign queue agent disposition date/time customize view you can rearrange the columns using the column arrangement feature features search a search bar at the top allows you to quickly find interactions quick filters located above the table, these dropdowns let you instantly filter the list by date range campaign queue disposition channel download status you can export your interaction data this icon will display the status of your data export clear filters / undo an option is available to reset all applied filters and return to the default view 7 1 1 listening to recordings for voice interactions, you can listen to the call recording in the history list, find the call you want to review click the listen icon (play button) a pop up player will appear, allowing you to listen to the call from this pop up, you can also download the voicelog (recording file) to your computer 7 1 2 click to dial from history you can initiate a new call directly from the call history find the call record in the list click the click to dial icon next to the customer's number the system will initiate a new outbound call to that number 7 2 managing callbacks this screen shows a list of all callbacks that you have scheduled for yourself view callbacks are listed in a table, showing details like the scheduled date and campaign quick filters you can quickly filter your list by date or by campaign using the dropdowns filter chips any filters you apply will appear as removable chips above the list 7 2 1 actions on callbacks (dial, reschedule, delete) you can manage your scheduled callbacks directly from this screen click to dial click the dial icon on a callback to initiate the call immediately the call will open in your workbench, and the callback will be removed from the list reschedule click the reschedule icon (calendar) a pop up will appear allowing you to select a new date and time and provide a reason for the change delete click the delete icon (trash can) you must enter a reason for the deletion before you can confirm 8 managing your profile & settings the settings menu, located at the bottom of the left navigation bar, allows you to configure your workspace, manage your status, and access support utilities 8 1 user profile section this section displays your personal information and manages your work status profile shows your agent name and profile initials auto call a quick toggle to enable or disable your participation in auto dialed calls availability status shows your current status (e g , "available") click this to select a break reason 8 2 theme settings this allows you to change the appearance of your agent workspace light mode night mode same as system 8 3 session/account management options change campaign allows you to switch your assigned campaign click the button and select the new campaign from the pop up change extension lets you modify your phone extension settings click on change extension button and you will get a pop up window as shown in the screenshot change password provides a screen to update your login credentials you will need to enter your current password and then your new password twice click on change password button and you will get a pop up window as shown in the screenshot 8 4 support and utilities send error logs if you encounter a bug, click this to send system logs to your technical support team you should provide a description of the error and can choose to include a screenshot keyboard shortcuts view a list of available shortcuts to improve your efficiency shortcuts include alt + h hold/unhold call alt + c confer call alt + t transfer call alt + m mute/unmute call alt + e end call alt + d dispose call logout securely log out of the application 8 5 managing your acronyms acronyms are short codes you can create to quickly insert longer, common phrases (e g , typing "hithere" could insert "hello, thank you for contacting support how can i help you today?") from the settings menu, find and open "manage acronyms" you will see a list of "campaign acronyms" (created by your supervisor) and "self acronyms" (created by you) to create your own acronym enter the shortcut in the "short term" box enter the full phrase in the "full term" box click "create" you can delete any "self acronym" you have created by clicking the delete icon 9\ log out you can securely log out of the agent workspace at any time navigate to the user profile menu at the top right click "logout" to end your session note the logout option may be disabled if you are on an active call or in an active chat you must dispose of all active interactions before you can log out