Overview

Customers that access your contact center are more connected than ever and offering only a phone service is not enough any more. Whether we are a contact center inside a company with some Internet presence or a contact center that provides services to customers from other companies that outsource their customer care, being multichannel is a necessity nowadays. The appearance of new service channels in the last years has also brought the problem of having an adequate management for them that is centered in the customer, and this is the problem that Zent.io is capable of solving.

We say ‘omni-channel’ because every service channel converges in a customer’s personal story from where he or she is managed and given solutions to his or her issues/problems/requirements even if he or she decides to interact on several channels through time. Thanks to our multichannel management we raise in great measure the productivity of your agents' team, who will be able to manage all your channels from the same work spot and without any other software besides the web browser.

The maintenance, parametrization and adaptation costs for each of every one of the channels means an important investment on technical personnel in many contact centers, and those will be minimized thanks to Zent.io and its ease of use.


User Management

An administrator can create users. To create a new user you can use several shortcuts available in your main page or through the left menu in User Management > New User. In this screen we can define some personal info about the user as well as the information needed for his future access. Also in this step we will assign one of the following roles to the user: Agent, Supervisor, Manager or Administrator.

  • Administrator It will be responsible for managing users and services as well as configuring the different channels for each service.

  • Supervisor A supervisor will be responsible for managing a group of agents and supervising their activities in real time (using the Workplace and the real time agent monitoring and being capable of interacting with them in the chat conversations that are having place) or in a systematic way in which they will evaluate the agent’s activity for each channel and for each service according to the revision percentage defined in the SLA tab.

  • Manager A manager will have access to the reports and statistics for each service and channel besides of being capable of managing the associated service stories. He or she will also be able to communicate throughout the Stream with the team and manage the knowledge base.

  • Agent The agent’s main function will be to answer and serve the incoming communications in real time through the the agent’s panel in the Workplace where he should stay in his defined work schedule. He will also be able to manage tickets assigned from Stories at any time, as well as creating articles in the knowledge base and communicate with the rest of the team by using the Stream.


Services

Thanks to the service management we will be able to have multiple channels with independent configurations. Only an administrator will be able to create a service. In order to create a service an administrator should access to Services > Create. On this screen the name of the service and other administrative data will be selected. The service language will also be selectable at this point as well as the soon-to-be activated channels.

We will be able to change this information at any time in the service menu itself, inside the Configuration section.

The administrator will have the following service sections available.

Dashboard

This section will be the default screen when we access a service. It will be a starting point where we will see the service’s summary.

Reports

  • Stories Graphs per agent and period where we could visualize the following values: number of stories, number of interactions per story and story closure time among others.
  • Voice Graphs per agent and period where we could visualize the following values: call duration, number of calls, concurrent calls, average waiting queue times and SLA compliance, among others.
  • Chat Graphs per agent and period where we could visualize the following values: nº of chats, average conversation times, nº of concurrent chats per agent, average first answer times and SLA compliance among others.
  • Mail Graphs per agent and period where we could visualize the following values: nº of emails, average response times and SLA compliance among others.
  • User log Will show us for each agent the following events: the agent has disconnected, the agent has come back online, the agent is currently away, etc...

Chat Configuration

In this section we would be able to configure the service chat channel. Among other actions we would be able to associate the corresponding agents to this channel, configure the chat’s appearance and behavior, define the channel SLA and also the service hours for this channel.

Email Configuration

In this section we would be able to configure the e-mail channel for the service. Among other actions, we could associate the corresponding agents for this channel, configure the access to the SMPT and IMAP servers as if they were different for this service, the format and style of the sent messages, as well as define the channel SLA.

Voice Configuration

In this section we would be able to configure the voice channel for the service. Among other actions we would be able to associate the corresponding agents to this channel, configure the entry routes, define the channel SLA as well as he service hours for this channel.

Departments

An administrator would be able to define different departments according to the service topology. Users that access our contact center through the chat, email or customer portal would be able to choose a department for addressing their questions. In case of e-mails we would be able to configure different inboxes for each department.

Canned Answers

Administrators, supervisors and agents would be able to create predefined answers to the users that will be accessible for the agents in the written communication channels.

Knowledge Base

Each service has a knowledge base associated. A knowledge base is a group of articles that offer useful information for agents and users, and that can be edited and managed by the members of the service team (agents, supervisors and managers). Articles that will be of interest for the users that access our contact center can be defined as public so they can be shown in the customer’s portal as well.

Stream

Users associated with the service would be able to interact with each other using this collaborative tool. Messages would be able to be published and answered using discussion threads. This application will be visible in the agent’s application as an agile communication method.

Clients

Clients or customers that access our contact center using any of the channels will be saved in this section, and we would be able to see their interaction story or edit their personal info.

Stories

This link will lead us to the list of stories corresponding to this service.

Customer Portal Configuration

In this section an administrator would be able to customize the customer portal appearance as well as the domain from it will be accessed.


Chat

An administrator would be able to activate the chat channel for a particular service. We could activate the chat channel by accessing the “Configuration” service menu or using the service creation form. Once activated we will have at our disposal a new element in the service menu called “Chat Configuration” in which we’ll have available five configuration tabs:

Agents

In this tab we would be able to add new agents to this channel and assign them a priority (numeric value) and the departments which will have the chats redirected to them. Agents with a higher priority will receive incoming chats until reaching their highest limit of concurrent conversations. When a chat conversation enters the system it will be assigned to the highest priority online agent for this department and service. In case we don’t have any available agent during this service hour the supervisor will get the chat conversation as a special case. Also the supervisor will receive in this case a message telling that the service chat channel is not available at the time.

Appearance and Behavior.

In this tab we would be able to configure all the chat elements as well as the widget and channel’s behavior.

  • Hide when offline Activate this option to hide the widget outside the normal service hours. The service will be in this state when there is no agent associated on the calendar when the widget is loaded. If this option is deactivated the widget will show a form to leave a message when a conversation starts.
  • Disable sound notification Activate this option to disable sound notifications on the widget that will be played when a new message is received or during other events in the conversation.
  • Popup By default the chat window will be embedded on the website where is loaded. If you activate this option the behavior will change showing it in a new window.
  • (Prechat form) Email Activate this option to ask for a user’s email before starting a conversation. This email will be used to recognize the user, if this email doesn’t match any user a new one will be created.
  • (Prechat form) Name Activate this option to ask for the user name before starting the conversation. This can be useful to know more about the user itself.
  • (Prechat form) Department Activate this option for asking the user to select a department before starting the conversation. Agents associated with this department will get the conversation and the departments will append itself all the generated activity.
  • Widget Position Select a position where the widget will be shown. There are three available positions. If you need to customize the widget even more the advanced Custom CSS and Custom Javascript options will be very useful.
  • Interface color scheme Select the main color for the color scheme used in the widget. If you need a customized style you must use the advanced option Custom CSS, selecting a customized style sheet.
  • Chat bubble image Select an image from the library that will override the current chat trigger. This image will be shown when the service is active and where the Widget Position is currently defined. If there are no images selected the text defined by Chat Bubble text will be shown in the trigger by default.
  • Chat bubble text This text will be shown in the trigger by default.
  • Greetings message This message will be the first message that a user will see when he or she starts a conversation. If we don’t define this text then the greeting message will not be shown automatically.
  • Custom CSS
  • Custom Javascript

SLA

In this tab we can define the level of service for this channel by using the following options:

  • Average Response Time The average response time is the time that passes between the user starting a new chat conversation and the response from the agent. If a user waits for more than the defined time the chat conversation won’t be complying with the quality service requirements.
  • Service Level Is the percentage of times that the average response time is less or equal than the time defined in Average Response Time.
  • Percentage to review This value defines the percentage of conversations between chat users and agents that will be sent to the reviewing queue. Supervisors would be able to access the reviewing queue by clicking the Quality element on the main menu.
  • Quality form Selects a form from the library. This form will be used to be filled by the supervisors associated to the service during the reviewing process. This form must contain fields that allow supervisors and managers to analyze the quality of the conversation. Above the filled fields a report with the channel statistics accessible from the service menu will be shown.

Schedule

In this tab we can configure the time schedule using the hour planner, please refer to the dedicated section to know its operation in detail.

Activation script

In this tab we will find the Javascript code for the chat widget. Copy this code (without modifying it) inside every page that you want the code to be loaded. If you use dynamically generated pages in your site (for example PHP, ASP or a similar technology) you can paste the widget code in a file and include it in the page header. We can interact with the widget thanks to our own Javascript API defined below

API Javascript

ZentIO

  • getEmail Get the email address of the visitor.
  • getName Get the name of the visitor.
  • isChatting Check whether a chat session is in progress.
  • setName Set the visitor’s name.
  • setEmail Set the visitor’s email address.
  • setLanguage Set the widget language.
  • clearAll Clear all visitor data and register as a new visitor.
  • hideAll Hide the widget completely.

ZentIO.window

  • show Show the chat window.
  • hide Hide the chat window.

ZentIO.button

  • hide Hide the chat button.
  • show Show the chat button.

Events

  • ZentIOStartedConversation This event happens when the chat starts.
  • ZentIOTerminatedConversation This event happens when the chat ends.

Voice

An administrator could activate the voice channel for a particular service. We could activate the voice channel by accessing the “Configuration” service menu or using the service creation form. By activating the Stories interface we would have a new service menu element available called “Voice Configuration” in which we will have four configuration tabs:

Agents

In this tab we can add new agents to this channel by assigning them a priority (numeric value). Agents with higher priority will get the calls before those with lower priority. When a call enters the system it will be assigned to the associated service agent with the highest priority that is online and not in a call already. In case we wouldn’t have any agent available during the service hours the supervisor will get the call in this special case. Also the supervisor will get in this case a message telling that the service voice channel is currently unavailable.

IVR

In this tab we could set the routes for incoming service calls. A route consists of a number and a IVR template that will be defined in our library, and reusable for other services and routes. When a call enters our system it will choose the IVR template to play according to the calling number.

SLA

In this tab we can we can define the level of service for this channel using the following options:

  • Average Response Time The average time that a user can be in the queue waiting for service. If a user waits for more than the defined time on this field the call won’t be complying with the quality service requirements. The waiting before entering the queue won’t be counted.
  • Service Level Is the percentage of times that waiting queue times are less or equal to the time defined in Average Response Time.
  • Percentage to review This value defines the percentage of service calls that will be sent to the reviewing queue. Supervisors could access the reviewing queue by clicking the Quality element on the main menu. Also besides viewing the agent’s notes about the call they can listen to the call as well.
  • Quality form Selects a form from the library. This form will be filled by the associated service supervisors during the reviewing process. This form should have fields that allow supervisors and managers to analyze the quality of the conversation. Above the filled fields a report with the voice channel statistics accessible from the service menu will be shown.

Schedule

In this tab we could configure the service hours for a service using the schedule planner, please refer to the dedicated section to know its operation in detail.


Email

An administrator could activate the email channel for a service in particular. We could activate the email channel accessing through the “Configuration” service menu or using the service creation form. By activating this channel emails will be sent to the users when a story is being created o closed, and also from the Stories interface we will have the option to send an email to a customer in relation to an opened story.

Once activated we will have available a new element in the service menu called “Email Configuration” in which we will have four configuration tabs:

Settings

In this tab we could configure the inbox access data. In case we wanted to define different inboxes for each department we could configure the access data in the department editing screen. If a message is sent to this inbox a new story will be created in case that there is not an open story already for this user and no department will be associated. We could also configure another fields such as the outbound mail server and the default communication email address.

Appearance

In this tab we can configure the following options:

  • Type Selects if the message format will be in HTML or plain text. In the first case we can include HTML tags that will be rendered along the message body.
  • Template This content will be added at the end of any email, you can use some variables in this template. The following tags will be replaced with the actual values:

    • {{service_name}} Name of the Service.
    • {{customer_portal_link}} Link to the customer’s portal.
    • {{agent_name}} Name of the assigned agent .
    • {{service_email_account}} Email address defined in Settings.

Agents

In this tab we could add new agents to this channel by assigning them a department. When an email enters the system it will be assigned to the agent associated with the service and the department which has the least amount of work and thus balancing the load.

SLA

In this tab we can we could define the level of service for this channel by using the following options:

  • Average Response Time The average response time between the user sending an email and it getting answered by the agent or by any user from the Stories interface. If the answer is sent after a defined time in this field the interaction won’t be complying the service quality requirements.
  • Service Level It is the percentage of times that the answer time is less or equal than the defined in Average Response Time.
  • Percentage to review This value defines the percentage of the service emails that will be sent to the reviewing queue. Supervisors would be able to access the reviewing queue by clicking in the Quality element of the main menu.
  • Quality form This form will be filled by the associated service supervisors during the reviewing process. This form should have fields that allow supervisors and managers to analyze the quality of the conversation. Above the filled fields a report with the email channel statistics accessible from the service menu will be shown.

Stories

All the communications that enter our contact center will be associated to a story. If a user with an open story is detected, this is, with an unresolved request, this communication will be associated to the corresponding story. If the user that initiates the conversation doesn’t have any open stories a new one will be created where the subject will be the email subject if the channel is chat or it will be defined by the agent in the voice and chat channels. The team members (agents, supervisors, administrators and managers) will have access to visualize all the stories by using the Stories application that will be accessible from the general menu in every role besides several shortcuts.

In this interface we would be able to visualize all the stories from the services that we’re associated, we could filter by department, service, date range, status among other options. We could also use the powerful search tool to find histories starting from the subject, the content of the chat conversations, internal notes, etc… We could see the different user interactions with our team by clicking in the story. In this screen the interactions that have occurred until the resolution of the story will be shown in chronological order. Besides you could visualize the chat conversation by clicking in “See Chat” or listen to a call by clicking in the “Play Conversation” in the chat and voice interactions respectively. The user team members could perform the following actions.

Actions for Stories.

  • Close Story Supervisors and managers associated with the service, along with the administrators could close a story indicating its resolution. This action can only be performed by the agent in case that he or she is assigned to the story himself/herself. In case the email channel was activated for this service the user will receive a notification in his email telling that the story has been closed.
  • Reassign story Supervisors and managers associated with the service, along with the administrators could reassign a story to another team member. This action can only be performed by the agent in case that he or she is assigned to the story himself/herself. The new assigned team member will receive an email notification.
  • Watch Story Any member of the service that has permission to watch a story could follow the changes made to it. These changes will be notified on the user’s Stream located on his/her Dashboard. Also as long as the story stays in this state it will remain in the section “Watching” of the Stories interface.
  • Create Note Supervisors and managers associated to the service along with the administrators can create a new note. This action can only be performed by the agent in case that he or she is assigned to the story himself/herself. This note has the objective of being an internal tool, to add important information for the resolution of the request or for making a comment between the team members.
  • Send message Supervisors and managers associated to the service along with the administrators could create and send messages to the user. This action can only be performed by the agent in case that he or she is assigned to the story himself/herself. The user will receive an email with and identifier along the subject in order to associate future messages to the same story with the message body.
  • Call Supervisors and managers associated to the service along with the administrators could make a call to the user. This action can only be performed by the agent in case that he or she is assigned to the story himself/herself. If the customer doesn’t have a phone number this action won’t be available.

The Stories interface will be visible from the agent application for quick viewing. If we click on the customer we will see the customer screen, in which we could edit his personal information as well as creating new stories associated with the customer.


Schedule Planning

This interface will allow us to define the scheduled service hours for a service on a defined channel. Accessing from Chat Configuration or Voice Configuration we will have a tab in which we will access this interface. By default we will define a schedule that will repeat itself each week, in order to establish several week patterns we simply have to change a week and draw a shift. The pattern week that corresponds to the actual week will have in its header an indicator.

To draw a shift we will choose the agent first selecting him/her from the right lateral menu. Once he or she has been selected we will click and drag to draw the shift on the designated day. We will do the same with every agent and for every week pattern until completing the desired service hours for this channel.

By clicking in “All the agents” from the right lateral menu we will be able to watch a global view of the service hours for the service starting from the partial views of every agent.

In practice it is normal that there are days in which service is not available, for example on holidays. To disable the service on holidays we can establish a library calendar by clicking “Change” on the upper part of the lateral menu available on this screen.


Knowledge Base

This functionality will allow us to have a knowledge base for each service. This knowledge base could be accessible by the team members through the element on the service menu, or by the agent through the application when an interaction is being served or by the customers if an article is listed as public.

Possible Actions

  • Create New Article We could create a new article by clicking the “add” symbol on the interface header. It will show us the new article view where we could start editing and creating the desired content. Any team member associated with the service could create a new article in the knowledge base. Edit Article. We could access any article through the article browser, the index or the left sidebar with the latest articles. When clicking on edit in the superior right side we will enter in the article editing mode allowing the edition of the contents as well as the attached files.

  • Delete Article We could access any article through the article browser, the index or the left sidebar with the latest articles. When clicking on the trash icon located on the right superior part of the screen we will proceed to delete the current article after a confirmation message.

  • Make article public In order to make an article public and visible in the customer’s portal a user must edit the article and establish it as public in the header control.

Access Control

Administrators could visualize, edit, delete and make any article public. Managers and supervisors could visualize, edit, delete and make public any article located in a knowledge base from an associated service. Agents can only edit articles created by themselves.

Editor

The screen where we will edit an article will allow us to select the article as public, select the tittle and the categories as well as managing the attached files. The toolbar will allow us to perform the following actions:

  • H1, H2, H3, H4, H5, H6 Format text as a header.
  • P Format text as a paragraph.
  • pre Format text as an html tag with the same name.
  • Toggle HTML Show the html content that is being generated, this allows for advanced edition.
  • Undo & Redo Will allow us to undo and redo edition changes.
  • Format text with bold
  • Format text with italics
  • Format text with underlines
  • Create unnumbered list
  • Create numbered list
  • Align text to the left
  • Align text to the right
  • Center Text
  • Insert Image
  • Insert Hyperlink
  • Insert Internal Link We can include a link to another article in the knowledge base
  • Attach file

Customer Portal

An administrator could activate the customer portal for a particular service. We could activate the customer portal accessing through the “Configuration” service menu or in the service creation form.

Once activated we will have access to a new element in the service menu called “Customer Portal Configuration” in which we could configure the following parameters:

  • Domain If your customized domain is a subdomain (for example support.example.com or www.example.com) configure a CNAME register in your DNS provider. If your customized domain is a root domain, configure an A or ALIAS register in your DNS.
  • Logo image Will be the image shown in the customer portal header.
  • Header title Will be the text that accompanies the logo in the customer portal header. Description. HTML content that will be rendered under the search bar in the main page.
  • Footer HTML content that will be shown in the bottom of every page in the customer portal.
  • Color Scheme Selects the main color scheme used on the customer portal interface. For more control use the Custom CSS selecting the desired styles from the library.
  • Custom CSS Style sheets that will be imported in every page of the customer portal.

Customers will be able to perform searches on the public content and browse inside each category all the available articles.

Customers will find a section for creating a new “ticket”. If the user had already an assigned story this message will associate to this one, and if not a new designated story will be created using the new message and the customer’s data.


Library

This section will be a library in which we would be able to keep all the resources used by the different services, having the possibility of reusing this elements in other configurations. Administrators and supervisors will be able to create, edit and delete library elements. A supervisor won’t be able to edit or delete elements created by another user.

To access the library we will click in the “Library” option from the general menu and it will display the menu with the element types.

The elements available in the library are the following.

Images

We will click on “Create” once we are on the list of images for uploading a new element of this type. We can drag an archive to the marked zone with a segmented line or we can use bottom control to select an image. On the next screen we can select the name, description and tags, that will be visible from the list, and also we could modify and visualize the uploaded image. We will finish the image creation by clicking on the “Save” option and we will be back at the image listing. Using the controllers we could also edit and delete elements from this list.

The accepted extensions for this element are JPG, JPEG, GIF, PNG.

Audio

This elements will be used from the IVR elements and some configuration forms.

We will click on “Create” once we are on the audio list to add a new element of this type. We can drag a file to the zone marked with a segmented line or use the bottom controller to select the file. On the next screen we can select a name, description and tags that will be visible from the list, as well as modifying and listening to the audio. We will finish the creation of the audio element by clicking on the “Save” button and we will return to the element list. Using the controls we could also edit and delete elements from this list.

The accepted extensions for this element are MPGA, WAV, MP3, ALAW.

Assets

These elements will be files with Javascript code or CSS stylesheets used in some configuration forms.

We will click on “Create” once we are in the assets list to add a new element of this type. We can drag a file to the zone marked with a segmented line or using the bottom controller to select the file. On the next screen we could select a name, description and tags, that will be visible from the list, and also we could modify and visualize the uploaded file. We will finish the element creation by clicking the “Save” option and we will return at the assets listing. Using the controls we could also edit and delete elements from this list.

The accepted extensions for this element are JS, CSS.

IVR Templates

This elements will define the incoming calls flow through the different routes for each service. By dragging elements and forming a flowchart we could easily define complicated routes in a matter of seconds.

We will click on “Create” once we are on the IVR listing to add a new element of this type.

The next screen will be the IVR editor in which we will have the header with the name, that will be editable by clicking, the template and the undo and redo controllers. On the right sidebar we will have the available objects to create the flowchart. The rectangle elements will execute different actions and the diamond will be conditional elements that will divide the flow according a defined condition. Some elements will have editable properties that will be accessible by double clicking on the element once it has been placed on the flowchart.

Elements are grouped in categories, by clicking on the category the elements corresponding to this category will be displayed.

  • Basic
    • Start IVR This element will always should be the starting point in every flowchart and will determine the start of the flow. Every flowchart must have this element.
    • Hang up This element will hang up the call when it is reached in the flow. This element should be the last one in all the branches in our flowchart.
    • Service queue This element will take the caller to the waiting queue when it is reached in the flow. The waiting queue will contain the agents assigned to the voice channel ordered by the priority defined in Voice Configuration. When the call ends it will be played from the generated story, and we also would be able to see the queue waiting time and the call duration.
  • Conditional
    • Agent working This element, when encountered in the call flow, will divide the call in two branches and will carry the flow given the conditional of having either of the agents associated to the channel online. This element can be used to replay a prerecorded message in case the agents are not available at the queue.
    • Check opening This element, when encountered in the call flow, will divide the call in two branches and will carry the flow given the conditional of having the service as active. This element can be used to replay a prerecorded message in case the service is currently outside the normal service hours.
    • Check time range This element, when encountered in the call flow, will divide the call in two branches and will carry the flow in one of them according to a conditional defined in its properties. Once dragged this element into the diagram we will be able to access to its properties by double clicking it. A time range is defined by a start hour and a finish hour. If the customer is calling during that defined time and also during the defined days the conditional will be true.
  • Input and output
    • Read number This element, when encountered in the call flow, will play a beep and it will prompt the caller for a digit number. This number can be used in a “Call URL” element that comes next to this element. Normally we will include a “Play Element File” element to playback the adequate instructions for the caller before he listens to the beep.
    • Play audio file We would be able to choose any element of the audio type from the library to be played back when the call passes through this element. To select an audio file we will double click on an element to access its properties.
    • Text to speech We could define an associated text for this element that will be translated to speech by an automatic voice and played during the call when the flow passes through this element. To define the spoken text we will double click on this element to access its properties.
    • Voice mail This element, when encountered in the call flow, will play a beep sound and then will accept a voice message from the customer. The voice message will be played from the story created or associated to this call. Normally we will include a “Play audio file” element to playback all the necessary instructions to the customer before the beep sound. A normal use for is to put this element if the customer calls outside the service hours.
  • Advanced

    • Call url This element, when encountered in the call flow, will make a GET request/call to the URL defined in the element URL property. In the URL construction we can use different context variables according to the service and customer involved in the execution of this call flow. The available variables are:

      • %number% Number introduced by an user during the Read Number element execution
      • %client_name% Name of the customer if it exists
      • %client_id% Email of the customer if it exists
      • %client_id% Unique ID of the customer
      • %caller_number% Customer’s Phone number
      • %service_name% Name of the service
      • %service_id% Unique ID of the service.
    • Call forwarding This element, when encountered in the call flow, will deflect the call to the number defined in the Phone Number property for this element. To modify this property we will double click on the element.

Forms

We would be able to create personalized forms in a simple and quick way. This forms will be filled during the reviewing processes or in other processes.

We will click in “Create” once we’re in the Forms list to add a new element of this type.

On the screen displayed we would be able to define the form name, description and tags besides adding, deleting or editing the different fields. By default, we would be able to see a field ready to be created, if we want to add a new field we could copy an existing one or create a new one by clicking on “Add new field”. We would be able to order the form fields by clicking and dragging the field block until the desired position and releasing after.

For each field we would be able to define the text that will be shown in the form identifying the field, the name of the field and also the help text that will be shown and if it is required or not. Depending on the selected field type additional options will be shown.

The available types are:

  • Text This field will be a text type and will ask the user to input a line of text
  • Paragraph This field type will be shown to the user as a text box.
  • Multi choice This type of field will show the different options configured in the extra options shown when this field was selected in the first place. We would be able to define all the wished options and the user will have to select one of them.
  • Checkboxes This type of field will show the different options configured in the field’s extra options shown when this type is selected. We would be able to define all the wished options and the user will have to select those that consider appropriate.
  • Date This type of field will show the user several selection tools for choosing a date.
  • Time This type of field will show the user several selection tools for choosing a time.
  • Scales This type of field will show an scale of defined values in the extra options that will be shown when this type has been selected.

Calendar

A calendar is a series of days or events. For example the holidays for the year 2014.

We will click on ”Create” once we are in the calendar list to create a new element of this type.

On the screen we would be able to see the calendar name, description and tags besides the possibility of adding or deleting days or events to the list shown below.

These calendars could be assigned in the schedule planner.


Quality

On the SLA tab from every channel we can configure the percentage of channel interactions (calls in the case of voice, chat conversations or messages for the email channel) and also a reviewing form that will be shown along with the interaction and will score all the interactions under the same criteria. Given that each service and channel supervision is different in many cases we could define different forms for each of them. The interactions will be sent to a reviewing queue where the supervisors will be in charge of this work.

This application will be only accessible for users with the Supervisor role. On the left side in the main menu we will find a shortcut to Quality, and on the right side we will see the number of pending interactions for review, besides the actual interaction being reviewed. Once the required information has been filled in the queue it will be shown.


Workplace

From the agent application all the assigned service and channel interactions will be served by the agents during the service hours. The agent must stay on this view to be considered as active. The agent can change his status to idle by clicking the “Idle” option in the bottom of the left sidebar.

The agent would be able to switch between interactions by clicking in the given interaction. Also could use the combination of Ctrl + Interaction Order number starting from 0. The agent will have some applications and widgets to help with his/her response and productivity times.

The agent would be able to see a group of applications at the bottom of the screen while is handling an interaction. The applications or common widgets for any type of interactions will be: current customer story, service stories, knowledge base, user information. For the chat channel the option “Cobrowsing” will also be available, providing the chance to control the customer browser and guide him on an interactive experience throughout the website in which the chat widget is located.

A supervisor would be able to access the agent application and help with the service of unnattended communications, or also can access the “Chat whispering” in order for the supervisor to visit the application of an agent that needs supervision.

In order to not neglect the attention to the application the agent must prove his presence by executing a simple action every few minutes of inactivity, when a presence control activates.


Stream

In each service’s sidebar we will find the access to the message Stream. This application will allow us to have an agile communication process between the team members associated with the service. Each member would be able to sen messages that will be visible for everyone in this view. Messages can be answered following a conversation thread.

When a new article is created or edited on the knowledge base it will be notified through this means for all the members to know about this new piece of information. Also the Stream service messages will be visible from the agent’s application even when they are in the middle of a conversation, and they will learn about the new information in real time, or could communicate quickly with the team.

Stream messages of services associated to a user will also be visible from the user Dashboard. User would be able to follow their involved services at a glance by using this widget. Also using this widget they will be able to write messages in the different Streams and will also receive any change in stories they are following.


Clients

In each service’s sidebar we will find an access to the customer list for a service. When a user access each of the service channels the system will try to identify them in the first place by using their provided data (phone number in the voice case, email in the email case, or the data provided in the prechat form in the chat channel case). If no customer or client with this data exists, a new one will be created in order to associate the next future interactions for this customer with the service.

Users involved in the service would be able to create and edit customers. Only administrators, supervisors and managers would be able to delete a customer.

From the customer/client list we would be able to access the individual view for a customer/client by clicking in one of the rows, and we would be able to search by phone, email or name of the customer associated with the service.

From the customer/client view we would be able to edit any customer information by clicking on the field on the left sidebar. We would be able to create a new story associated to this customer and also have access to all the customer’s story set.


Integrations

Our contact center software integrates with your existing CRM systems to provide instant access to your existing customer data within our platform.

We are currently working on adding support for the popular CRM systems. However currently you can create a custom integration which is a simple way to access your data in any existing CRM system.

Custom Integration

A custom integrations allows you to access existing customer data in any existing CRM system from our contact center software. However since a custom integration allows you to connect to any existing CRM system it requires a little bit of work to setup.

Steps for creating a custom integration,

  1. First you should create a simple rest web service script following a few simple guidelines as mentioned here.
  2. Then you should fill out your custom integration form in our contact center to activate the integration.