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   The Omni Desktop Interface enables your customer care Agents to manage the Multichannel Interactions i.e. Voice calls, Web Chat, Open Channels Interactions, E-mails, SMS, Fax and more.


Furthermore, the Agents can access to the Contacts (advanced address book), Internal Messaging and Real time Dashboards.




Panel
titleOn this page:

Table of Contents

Starting the Omni Desktop


You can start the  Omni Desktop interface in two ways, according if you're using:


  • the Motion Phonebar: click on the button  and your credentials (login name and password you used to log in the Phonebar) will be automatically passed to start the Omni Desktop 


  • External Phones, Soft Phones or WebRTC bar (currently released as beta)

type https https://YOUR-MOTION-IPADDRESS/login login and enter the Agent Username and Password in the Login panel to access the integrated multi-channel environment:

Insert your Login Name and Password:



Info
titleLogin with Security Suite enabled

If the Security Suite is enabled and this is the first time you log in the Motion environment, first of all you will be asked to change your password:

The new password must be different from the old one and must contain at least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters [email protected]#$%^&-_=+[{]}.


The new password will last 90 days: after that it must be changed again.

You will be informed at login, starting from 15 days before password expiration:


Info
titleWhat to do if you forgot your password
  • click on 
  • Enter the e-mail address associated to the login name

 

you will receive a link via email. Click on this link and change the password (This link expires in one hour: if you cannot use it you should start a new reset procedure).

This function works only if SMTP service is set properly.

If the Security Suite is enabled, the new password must respect the following security rules: it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters [email protected]#$%^&-_=+[{]}.






If the Agent Typology has been defined by the Administrator as External (the Agent will not use the Phonebar or the WebRTC Call Functions) and in an Hot Desk context, the Agent at login time will be able to chose which one of the available registered Telephones he wants to use for the working session (click on the down arrow to see the complete list):


After logging in, the XCally Motion Omni desktop window will be shown with the following header on top of it:




and using the buttons and commands in this section the Agent is able* to:

View the login timer

Pause (default pause) - Only for WebRTC and External Agents**

Choose a custom Pause - Only for WebRTC and External Agents**

See information about the pause time and Resume work session - Only for WebRTC and External Agents**

See Agent's avatar, login name and internal number. Click to change Password and to Logout

Run Preview Dialer Campaigns (see here how to use this function)

(see list)

Change the user interface national language

Open Internal Messenger


*The Administrator can disable the Agent to use some of these functions.


**If the agent configuration (see Agents Account) done by the Administrator has the Typology field set as:

  • External (Telephones or Soft Phones) or WebRTC (telephone bar as embedded function), then the agent will be able to login, logout, pause/unpause (for all the queues he/she belongs to) from the Omni Desktop Interface
  • Phonebar, then any action (login, logout, pause/unpause) should start on the Phonebar and the Web Interface reflects the changes.


Info
titleExamples

Case 1: for External or WebRTC pauses can be set on the Agent Omni Desktop Interface:


Case 2: if the Agent sets a Pause on the Phonebar, his status on the Omni Desktop Interface is set to Pause as well:





Info

Click on in order to select the right Pause description if you want to choose anyone different from the Default Pause



The WebRTC Bar

You can find the WebRTC Bar documentation on this page 



The Internal Messenger



The Internal Messenger is an important tool, that can be used to chat with other Agents or Supervisors logged to the same Motion Server.

It's very simple and intuitive, let's see how to use it:




Info

The Internal Messenger use can be disabled by the Administrator for specific Agents: see here how to do it.

If an Agent is not enabled to send/receive messages using the IM, his/her name in the list is followed by a specific ban sign:

Clicking on the header button   the Agent/Supervisor can access the Internal Messenger:

and see all the available recipients (those with a green badge are logged and those with a red one are not logged):


Use the Search (by name) or Select (by status: Online/Offline/All):

and find your message recipient from the list:

After selecting a recipient, you can immediately start typing your message:

When the recipient receives the message, a badge will appear on the Internal Messenger button:

where the number shown on the badge refers to the the total number of messages unread: Just click on this button to open the Messenger.

The message received is put on top of the list and you'll see a badge number to show how many unread messages you've received from that sender

To reply, just type you message and send it.


You can very easily exchange messages like in the following example, where the conversation takes place between an Agent and a User (Supervisor):





The Administrator (Admin) or the Supervisor (User) can also configure Internal Messenger Groups to enable the Agents to exchange information among them.

Clicking on the header button   the Agent/Supervisor can access the Internal Messenger GROUPS section:

and see the list of the Groups they belong to, like in the following example:

The Agent can exchange messages with all group members (if the group administrator has enabled him to write. Occasionally the group admin can decide to enable the Agent only to receive messages only).


Let's see how the Agent can use it:

  • the Agent receives a notification   of the incoming Internal Group Message
  • then clicks on the header button  showing the number of unread messages on the blue badge
  • now opens the GROUPS section  and finds which group the unread message belongs to (there is a badge   containing the number of unread messages in the group icon)
  • and finally reads the message and replies to the group 



Info

For more information about groups creation and management see the How to manage Messenger Groups info section (Admin/User content).





The Omni Desktop Sections

The Omni Desktop Interface is a useful view to monitor and configure the everyday activities carried out by the agent.




On the left of the screen you find the sidebar, useful to run the programs, to monitor activities and to start utilities:


  • Dashboard
  • Contacts
  • My Contacts
  • Voice Calls
  • Abandoned Calls
  • Recordings
  • Chat
  • Email
  • SMS
  • Open Channels
  • Fax


Click on  to go back Home.




Info
titleAbout the Program List in the Sidebar

If the Admin disables one or more applications for the Agent, they will not be shown on the Agent Omni Channel Desktop sidebar, like in the following example, where the Admin disabled the Agent to use Phone Calls, Recordings, Chat, Open Channel.

In this case the Toolbar reflects the settings dynamically:


Any change applied to the Agent toolbar will affect the view of new applications eventually released after that action: in this case to make the Agents use the new module, it must be allowed in the Agent profile.

See more about Agents' Permissions (Admin content).



Anytime an Agent starts a new activity, a new TAB is opened on the Omni Channel Desktop, like in the following example:


In these tabs you find the icon of the activity, a key (identifier for the specific service) and the sign to click for closing the tab:


  • if the Agent closes the tab of a Contact file, the system reminds that any unsaved changes will be lost.


  • if the Agent closes the tab of an Interaction, he can choose to set the interaction as:
    • Closed
    • Closed and Disposed 
    • Open (Mail interactions can also be set as Open-Pending, or any other customized sub-status)


The Agent can open as many tabs as needed and switch from one to the other (if many tabs are open, you can navigate among them using the scrollbar).



Dashboard

The dashboard contains real-time views that give the agent information about:

  • Queues panel shows information about the list of voice queues and queue campaigns the agent is logged into.
  • Waiting Queue Interactions panel shows real-time information about waiting calls in the queues the agent is logged into.

 


The Dashboards are available for each Channel:


Click on the channel name in order to see the specific dashboard.



Contacts

In the Contacts section, the agent is able to see the list of contacts (according to the list permission set by the administrator).


The Select a List and Select Tag filter on the left side can be used to filter the list of contacts by these keys.

The contacts can be searched using the  button and selected from a list :



Info
titleClick-to-Dial

The phone numbers are shown in light blue: they can be dialed just clicking on them.

Please note that:

  • If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call it 
  • If the Agent is using the WebRTC Bar, clicking on the number will open a dialog window in order to transfer an active call to that number or to call it


From the contacts panel, it's possible to create and edit a contact, merge contacts or duplicate a contact.

Create

To create manually a contact, click on New Contact button  and fill the details in the New Contact Tab and then click Add.




Info

When the Agent receives a call or any other interaction from an unknown subject (the system checks if the entry is not in the CM, searching for the telephone number, the e-mail address, or any other information provided), the Contact is automatically added in the Contact Manager.

The contact is added in the List configured by the System Administrator specifically for that "entry point" (e.g. a website chat, a call received on a queue, an e-mail sent to an account, and so on).

The Agent can modify this entry, adding more details.



Info

Only users with admin role or user role with Contact Manager list permission are able to add an agent to a list.



Info

If you associate many tags to a Contact, the tag label becomes grey instead than colored











Info

Custom Fields shows the available custom fields associated to the selected list.

Info
Note that an agent can create a contact only in the lists he is allowed to

Edit/Modify

To edit and modify a contact, find the contact from the contacts lists and click on Edit. The contact detail will be shown in a new tab.

When you edit the contact, you can see two tabs:


In the Detail tab you can modify any field as needed:






Info

Click here to learn more on Click-to-Call functions

and then save .


In the Customer Journey tab, you can see all the interactions between this Contact and the organization, like in the following example:

You can click on Show Details to see more information about the interaction (like: agent name, created at, tags, etc) or click on to edit it.


Hover over the Agent icon to see his/her name (unmanaged interactions will have no agent icon associated).


Merge

Find the contact from the contacts lists and click on the button available when you edit a contact. 


On the pop-up screen, use the filter to search the contact you want to merge with. Note that the filter will search the contact by first name, last name, email and phone.



From the results, click on the contact you want to merge with and then click OK to confirm.


Copy

Find the contact from the contacts lists and click on Copy button available when you edit a contact. 


On the pop-up screen, select the list you want to add the copy of the contact and click on Add Contact to duplicate the contact in the selected list.





Info

Of course, the edit function will be available for all interactions except the phone calls:

but the Show Details allows to see useful information about the call as well (e.g.: start date, duration, called and caller number, etc).


Info

Each interaction can be opened clicking on (but this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on 

My Contacts

The My Contacts section contains list of contacts managed by the agent: e.g. if an agent edits a contact from the Contacts section, it will be considered as "managed by the agent" and the contact will also be available (as a personal copy) under this Section



In My Contacts section, the list filter on the left panel shows all the lists available in Contact Manager Lists section.

Keep in mind that in this context the agent cannot see all contacts in the lists but rather only the contacts that have been managed by the agent.

From the My Contacts panel, the agent can:

  • Create contacts
  • Edit contacts
  • Merge contacts
  • Duplicate a contact

the same as in the Contacts environment.


Info
titleClick-to-Dial

Whenever the phone numbers are shown in light blue, they can be dialed just clicking on them.

Please note that:

  • If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call it 
  • If the Agent is using the WebRTC Bar, clicking on the number will open a dialog window in order to transfer the call to that number or to call it



Voice Calls

 The Voice Calls section shows only the list of the calls managed by the Agent. The agent will see the following information:


  • ID: uniqueID of the call
  • Type: type of the calls (inbound, outbound , internal or dialer)
  • Source: caller phone number
  • Destination: the number called
  • Started at: date and time of the call start time
  • Ended at: date and time of the call end time
  • Disposition: shows the disposition chosen (if any) at close time
  • Note: shows a note inserted (if any) at close time



Info
titleClick-to-Dial

Whenever the phone numbers are shown in light blue, they can be dialed just clicking on them.

Please note that:

  • If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call it 
  • If the Agent is using the WebRTC Bar, clicking on the number will open a dialog window in order to transfer the call to that number or to call it





Click on in order to show the call details:



Abandoned Calls 

In the Abandoned Calls section you find two tabs:  

         

Voice

In this tab the agent will find the following information about abandoned voice calls:

  • ID: uniqueID of the call
  • Fullname: caller name
  • Phone: called phone number
  • Queue: the queue the call entered
  • Abandoned: date and time of the event
  • Disposition: if the call has been disposed, here you see the disposition chosen
  • Last Assigned To: if the call has been reserved, here you find the Agent's name
  • Reserved: a selector that can be used by the Agent to reserve the call (or to make it available again). When the selection is activated:
    • the other Agents will see the Agent's name in the Last Assigned To field and any further action on the listed call is prevented
    • the number in the Phone field can be directly dialed or transferred just clicking on it (click-to-dial):

    • the Agent can Dispose the call (or change its disposition) clicking on  and choosing a disposition from the list:

Bull

In this tab the agent will see the following information about abandoned voice calls in Dialer Campaigns:

  • ID: uniqueID of the call
  • Fullname: name of the caller
  • Phone: called phone number (see later)
  • Queue: the queue of the call
  • Abandoned: date and time when the call has been abandoned (according to the reason)
  • Dropped: date and time when the call has been dropped (according to the reason)
  • Reason: if the call has been dropped, the reason is Timeout, otherwise is Abandoned
  • If the call has been disposed, here you find the disposition name
  • Reserved: a selector that can be used by the Agent to reserve the call  (or to make it available again). When the selection is activated:
    • the other Agents will see the Agent's name in the Last Assigned To field and any further action on the listed call is prevented
    • the number in the Phone field can be directly dialed or transferred just clicking on it (click to dial):

    • the Agent can Dispose the call (or change its disposition) clicking on  and choosing a disposition from the list:


Recordings

The Recordings section shows all the recorded calls managed by the agent. The agent will be able to see the following information:



  • Type: type of the calls (inbound, outbound , internal or dialer)
  • UniqueID: uniqueID of the call
  • Caller: caller phone number
  • Called: the number called
  • Connected: the actual number connected
  • Queue: name of the queue the call was recorded in
  • Rating: rating of the call (given by the Administrator)
  • Audio: hear a preview (ONLY for .wav format) or download call recordings.
  • Date: date of the recording

All the list entries can be sorted in ascending/descending manner (click on the column name and the up/down arrows will appear).


Info
titleClick to Dial

The phone numbers can be directly dialed. Just click the number

and call it (or transfer it to another agent):





The "Channels"

In the "Channels" Sections, the Agents can see all the interactions (Chat, Email, SMS, Fax, OpenChannel) occurred.


In the following picture you see the standard Channel Interactions List Header, which shows:

  • the  button to search interactions by any text
  • Select Start Date range: it filters results by the Started At
  • Select Read/Unread to filter by message status: Read/Unread (default=all)
  • Select Status to filter by interaction status: Open/Closed (default=all)
  • Select Substatus to filter by interaction substatus: available only for Email channel and you need to select Open status first
  • Select Account or Website: this information is specific for the channel interaction
  • Select a user (the "owner" of the interaction)
  • Select a tag: it filters results by the tags inserted by the Agents to already managed interactions
  • the  +  button is used to create a new interaction (if this function is available in the actual context)


In the Interactions List you see the following information:

  • ID (sortable asc/desc): it is the unique id of the interaction 
  • Watching sign : it displays if any agent is currently viewing/editing the interaction (hover the mouse over the sign to see the agent names)
  • Contact: the name of the contact with whom the interaction is exchanged
  • Subject (sortable asc/desc): the subject of the interaction (available only for Email list)
  • Started At (sortable asc/desc): the date and time the interaction has been started
  • Last Message (sortable asc/desc): the date and time the last message of the interaction has been sent  or received 
  • Status (sortable asc/desc): the interaction status (e.g. Open, Closed)
  • Agent: this column shows the name of the last Agent who made any change to the interaction (e.g.: Me, Not Assigned, Agent1, etc.)
  • Account or Website: this column shows the short name of the customer interaction entry point (e.g. a website for a chat, an email account, and so on)
  • Tags: this column shows if the interaction has been tagged (hover over the tag sign to see the tags names)



When the Agent opens/accepts an interaction, the tab headers show:

  • all the Agents that are currently viewing or editing the same interaction: 

  

  and f you hover over the Agents icons you can see their names.

  • specific information about the interaction:

  

    • the Channel icon (in this example the Email icon)
    • the interaction unique id
    • a short name defined in order to identify the point of interaction
    • the status of the interaction (Open/Closed/Open-Pending)
    • a timer showing the time since when the interaction has been received (only for Open or Open-Pending interactions)


Moreover, specific actions can be performed on the interaction, according to its type.

Anyway, in every interaction type you'll find the following action icons: 

  • click on  and the menu will be shown, like in the following example:

  • click on  in order to download the current interaction


In the following chapters you can find the documentation about all the Channels available on XCally Motion Omni Desktop Interface.



Chat

 The Chat Channel Section shows all the interactions managed by the Agents and coming from a Chat on a Website.

The Customer and the Agent can exchange chat messages (including files, emoticons, pictures and so on) and have the following benefits:

  • the Customer can use an easy chat contact point (a snippet on a web page)
  • the Agent interaction happens inside the XCally Motion common environment
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 





Info

If your Agent Desktop is

  • running on MAC with OS High Sierra
  • using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions


Whenever customers interact with the Contact Center using a chat contact point in a website, the Agents belonging to the specific chat channel queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue (in this case ChatQueue)



The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.


The number of concurrent chat sessions that can be managed by all the Agents is according to the sessions license of your system.


Let's see how a typical chat session looks like:



Info
titleStarting a pause during a chat session

If the Agent pauses during a chat session, this action prevents any further interaction notification to be displayed to him but the chat in progress will not be automatically stopped: the live chat messages will still arrive to him, unless the interaction is intentionally closed (in this way, any new message belonging to the same session will be routed to the first free agent and the chat session is reopened)




Customer's side

Agent's side

the customer starts a chat session on a web page, writing a request in a snippet:

after accepting the notify of the incoming chat request, a new chat tab is opened:


Both Agent and Customer can use emoticons and attach files during conversation (the latter can do it only if the Administrator enables this function for this specific website chat).


Moreover, the Agent can type messages directly:

or click on the Canned Answers button  (see at the bottom of this page how to use them).


The Supervisor can spy a chat interaction picked from the List (see here) and insert notes for the the agent only (the customer will not see this note).  


Info

On the Agent's side, anytime a message is sent:

  • a double checkmark means that the message has been delivered to the chat website
  • a single checkmark means that the system encountered a problem (e.g. the web site page has been closed).


If the interaction tab is open but the Agent is working on something else, a red badge  appears on the tab, any time a new chat is received regarding the same interaction (where the number shown is the number of unread messages).


If the customer closes the interaction, it will be closed also on the agent's side.

If the Agent closes the session clicking on the  sign in the session tab:

 

and confirm:

the interaction can be Closed or Closed & Disposed, choosing one of the listed Dispositions:



The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

 


Info

Dispositions available in the list must be created by the Administrator in advance



On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:



CONTACT

INTERACTIONJOURNEY



Info

To add more details in the Contacts Manager file, click on More


Info

It refers to the current interaction



Info
All the interactions with are coming from Chat Channels
Info

Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on 





The list of the interactions managed by the Agents will be available on the Chat Channel Interactions view:


The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed), Website, Agent who first managed it, Tags.


Info
titleAbout Last Message

Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message


The interaction can be:

  • Open 
  • Closed (by an Agent)
  • Closed Unmanaged (the interaction request has not been managed)


If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation


Clicking on the Interaction you will be able to see all the messages exchanged in the chat channel session, as well as the right side bar information (contact, interaction, journey).



Email

The Email Channel Section shows all the interactions managed by the Agents and coming from external Email Systems. 

The Email Channel allows you to define the Email Accounts that the Agents, belonging to specific Email Queues, will share and use to send and receive Email messages in the standard XCally Motion Omni Desktop Interface.

The XCally Motion Email Channel provides some ready-to-use interfaces towards mailing systems (like Gmail, Yahoo, Hotmail and so on) but the System Administrator can very easily configure new ones (see here). 

The Customer and the Agent can exchange email messages (including files, emoticons, pictures and so on), reaping the following benefits:

  • the Customer can use market standard email systems
  • the Agent interaction happens inside the XCally Motion common environment
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 


Info

XCally Motion Email Channel service needs to be connected to the IMAP service of the mailing system: as soon as a new email message arrives, the IMAP server notifies XCally Motion which manages it providing a standard interface for all types of mailing systems.



Whenever customers interact with the Contact Center using an email system, the Agents belonging to the specific chat channel queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue (in this case Sales). 

The interaction starts when one agent  accepts it: all the others will be notified that the interaction has already been taken by somebody else.


Let's see how a typical email session looks like:


Info

If your Agent Desktop is

  • running on MAC with OS High Sierra
  • using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions

Customer's side

Agent's side

the customer sends an email message using an external system (in this case Gmail):

after accepting the notify of the incoming email request, a new email tab opens:



The Agents can use these buttons  in order to reply, reply to all and forward the message.


As an alternative, the Agent can also set the email as unread (if this function has been enabled by the administrator), clicking on and than on Mark as unread:

If the Agent replies or forwards it, the new-message form shows like the following:

Info

the Show original message switch (default=off) allows the Agent to see the full list of messages exchanged in the same interaction


If the Transfer option is set by the administrator as possible, the Agent can also see this command in the menu in order to redirect the email message:

to another queue or to another agent:

and the system will let you choose among those available (in the picture the list of all the queues):



The Agent can type the answer or use the canned answers to reply to the message, choose the formatting, attach files and Send it or click on the down arrow of the Send button and choose one of the following options:

  • Send as and choose a Substatus (e.g. Pending)


  • Send and Close


Info
titleAbout Open Substatus

Pending (or any other customized sub-status of an open message) is set by the Agent in order to highlight a message: this status is automatically removed anytime the email has been replied by the customer


Anytime you open a message, the full list of messages exchanged in the same interaction (thread) will be shown.


Info

If the Agent is a CC or a BCC recipient, the message will display a notification like the following in the message header:



Info
titleHow to insert an internal note


The Agents can insert an Internal Note in the interaction thread:

  • Click on the sign:
  • Write the note (eventually adding an attachment) in the pop-up and save it:

  • From now on the note is shown in the interaction, but it's only internal to the organization and the customer will never see it:


Also the Supervisor can spy an Email interaction from the List and insert notes for the the agent only (the customer will not see this note).




If the interaction tab is open but the Agent is working on something else, you'll see a red badge  any time you receive a new email regarding the same interaction (where the number shown is the number of unread messages).


If the Agent closes the session clicking on the  sign in the session tab:

 and confirm:



the interaction can be simply Closed or Closed & Disposed, choosing one of the listed Dispositions:



The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

 



Info

Dispositions available in the list must be created by the Administrator in advance



On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:


CONTACT

INTERACTIONJOURNEY



Info

To add more details in the Contacts Manager file, click on More



Info

It refers to the current interaction



Info
All the interactions with are coming from Email Channel
Info

Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on 



The list of the interactions managed by the Agents will be available on the Email Channel Interactions view:


The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed), Substatus, Account, Agent who first managed it, Tags.


Info
titleAbout Last Message

Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message


If the email Subject is underlined when you hover over the text you'll see the first lines of the last message content, like in this example:

This function can be disabled by the Administrator (see: Settings-General).


The interaction can be:

  • Open
  • Open - Sub-status (where Pending is a default sub-status but many more can be added by the administrator)
  • Closed (by an Agent)
  • Closed Unmanaged (the interaction request has not been managed)


Info

There are two ways to set an interaction Sub-status (only if it is Open):


Sending the MessageWithout sending the Message

click on the down arrow of the Send button choose Send as and a Sub-status from the list

click on on the Message View, choose Set as and a Sub-status from the list



If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation


Clicking on the Interaction you will be able to see all the messages exchanged in the email thread, as well as the right side bar information (contact, interaction, journey).




To send a New Email Message, from the Email Interactions List just click on , choose from the the proposed list the email Account and compose the message:


SMS


The SMS Channel Section shows all the interactions managed by the Agents and coming from Short Message Service systems. 

The SMS Channel allows you to define the SMS Accounts that the Agents, belonging to specific SMS Queues, will share and use to send and receive SMS messages in the standard XCally Motion Omni Desktop Interface.

The XCally Motion SMS Channel provides some ready-to-use interfaces towards Short Message Service Providers (like Twilio) but the System Administrator can very easily configure new ones (see here). 

The Customer and the Agent can exchange SMS messages, reaping the following benefits:

  • the Customer can use market standard SMS systems
  • the Agent interaction happens inside the XCally Motion common environment
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 



Whenever customers interact with the Contact Center using SMS system, the Agents belonging to the specific chat channel queue will receive a request on the Omni Desktop interface.

They can reject it and the request is passed to another Agent in the same queue (in this case Sales). 

 

The interaction starts when one agent  accepts it: all the others will be notified that the interaction has already been taken by somebody else.


Let's see how a typical email session looks like:

Info

If your Agent Desktop is

  • running on MAC with OS High Sierra
  • using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions

In order to reply to a SMS, the Agent can insert directly a text in the input box and press enter (or search a canned answer and send it).


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titleHow to insert an internal note


The Agents can insert an Internal Note in the interaction:

  • Click on the icon
  • Write the note and save it:

From now on the note is shown in the interaction, but it's only internal to the organization and the customer will never see it:


Also the Supervisor can spy an SMS interaction from the List (see here) and insert notes for the the agent only (the customer will not see this note):




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On the Agent's side, anytime a message is sent:

  • a double checkmark means that the message has been delivered to the sms recipient
  • a single checkmark means that the system encountered a problem

If the interaction tab is open but the Agent is working on something else, you'll see a red badge  any time you receive a new email regarding the same interaction (where the number shown is the number of unread messages).


If the Agent closes the session clicking on the  sign in the session tab:

 and confirm:



the interaction can be simply Closed or Closed & Disposed, choosing one of the listed Dispositions:



The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

 



Info

Dispositions available in the list must be created by the Administrator in advance

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:




CONTACT

INTERACTIONJOURNEY



Info

To add more details in the Contacts Manager file, click on More



Info

It refers to the current interaction



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All the interactions with are coming from SMS Channel
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Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on 



The list of the interactions managed by the Agents will be available on the SMS Channel Interactions view:


The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed), Website, Agent who first managed it, Tags.


The interaction can be:

  • Open 
  • Closed (by an Agent)


If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation


Clicking on the Interaction you will be able to see all the sms messages exchanged in the session, as well as the right side bar information (contact, interaction, journey).


In order to send a New SMS click on , choose the account (from the list of those available) from which to send it and then compose the message and recipient number:




Info

The recipient number must be:

  • internationally formatted number, if you use Twilio, Connectel, ClickSend or Plivo
  • internationally formatted number without +, if you use Skebby


FAX

The Fax Channel Section shows all the interactions managed by the Agents and coming from Fax Channels.

The Fax Channel allows you to define the Fax Accounts associated to a Local Station Identifier (Fax Telephone Number) that the Agents, belonging to specific Fax Queues, can share and use to send and receive Faxes in the standard XCally Motion Omni Desktop Interface.


The Customer and the Agent can exchange faxes inside the XCally Motion Channels common environment, where:

  • the Agent can manage several types of interaction at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 


Whenever customers interact with the Contact Center sending a fax, the Agents belonging to the specific fax queue will receive a request on the Omni Desktop interface.


They can reject it and the request is passed to another Agent in the same queue.

The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.


Let's see how a typical fax exchange session looks like:

Info

If your Agent Desktop is

  • running on MAC with OS High Sierra
  • using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions


The Agent can directly reply to a fax clicking on the button  and the compose fax form will show up:


The Agent can insert the fax text and eventually attach documents and send it.


Info

On the Agent's side, anytime a fax is sent:

  • a double checkmark means that the fax has been delivered
  • a single checkmark means that the fax is still processing and not yet sent.

If the fax sending encountered an error the system displays an error notification in red, like in the following example:


If the interaction tab is open but the Agent is working on something else, a red badge  will appear any time a new fax regarding the same interaction is received (where the number shown is the number of unread fax).


f the Agent closes the session, clicking on the  sign in the session tab:

 and confirm:


the interaction will be Closed or Closed & Disposed, choosing one of the listed Dispositions:


The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

 



Info

Dispositions available in the list must be created by the Administrator in advance


On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:




CONTACT

INTERACTION

JOURNEY



Info

To add more details in the Contacts Manager file, click on More



Info

It refers to the current interaction



Info

All the interactions with are coming from Fax Channel

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Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on 



The list of the interactions managed by the Agents will be available on the Fax Interactions view:


The down/up arrows near the Last message field indicate if the last fax was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed), Website, Agent who first managed it, Tags.


The interaction can be:

  • Open 
  • Closed (by an Agent)

Each interaction can be viewed (click on  and then on Show) and edited.


Info

If you see a small number near the contact name, it means that new interactions have been received (but not managed yet) in the same fax exchange.


In order to send a New Fax click on , choose the account (from the list of those available) from which to send it and then compose the fax body and recipient:

 



Open Channel

The Open Channel Section shows all the interactions managed by the Agents and coming from external Channels (like Facebook or Twitter: remember that only the Administrator can open XCally Motion to new channels. See how to do it here).

The Customer and the Agent can exchange messages (including files, emoticons, pictures and so on), reaping the following benefits:

  • the Customer can use a very widespread and easy contact point (FB Messenger)
  • the Agent interaction happens inside the XCally Motion common environment
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 

Whenever customers interact with the Contact Center using external messaging systems, the Agents belonging to the specific open channel queue will receive a request on the Omni Desktop interface.


They can reject it and the request is passed to another Agent in the same queue (in this case facebookqueue). 

The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.


Let's see how a typical FB message exchange session looks like:




Info

If your Agent Desktop is

  • running on MAC with OS High Sierra
  • using the Browser Safari

remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions

Customer's Side:


Agent's Side:




The Agent can type messages directly:

or click on the Canned Answers button  (see here how to use it).


The Supervisor can spy an open channel interaction from the List (see here) and insert notes for the the agent only (the customer will not see this note).

Info

On the Agent's side, anytime a message is sent:

  • a double checkmark means that the message has been delivered to the Facebook channel (not to the customer)
  • a single checkmark means instead that the system encountered a problem.

If the interaction tab is open but the Agent is working on something else, a red badge  will appear any time a new open channel message regarding the same interaction is received (where the number shown is the number of unread messages).


If the Agent closes the session, clicking on the  sign in the session tab:

 and confirm:


the interaction will be Closed or Closed & Disposed, choosing one of the listed Dispositions:



The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

 


Info

Dispositions available in the list must be created by the Administrator in advance


On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:


CONTACT

INTERACTIONJOURNEY



Info

To add more details in the Contacts Manager file, click on More


Info

It refers to the current interaction


Info
All the interactions with are coming from Email Channel
Info

Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on 



All the list of the interactions managed by the Agents will be available on the Open Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.


You can filter the interaction list by: Start Date, Read/Unread, Status (namely: Open/Closed), Website, Agent who first managed it, Tags.


Info
titleAbout Last Message

Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message



In order to send a New Open Channel interaction click on , choose the account (one in the list proposed for the specific Agent) from which to send it, and then write your message and insert the recipient (belonging to the list associated to the Account): 

 


If you insert at least three letters/numbers in the To field, the system will show you all the members of the list (according to the map field defined by the Administrator) that match:




Clicking on one Interaction you will be able to see all the messages exchanged in the open channel session, as well as the right side bar information (contact, interaction, journey). 

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation.


Info
titleAbout Open Interactions:

When an interaction remains OPEN, the Agent can still send messages to the customer according to the channel regulations and policies: for example, Facebook allows the chat recipient to send messages to the chat initiator within 24 hours the session has been started; after that, only one message (tagged by a single checkmark) can be sent but, if nobody replies to you from the FB account, no more messages will be allowed




Omni Desktop Quick Reference Guide

Here you find a Reference Guide of the most used functions of the OmniDesktop environment.


Click to Call or to Interact with a Contact

You can just click on the contact name (in Contacts or My Contacts) in order to open the contact profile: click on the telephone icon  near the Phone or the Mobile field:

  • Choose Call and the call will start in your Phonebar (this requires the Phonebar to be already running) or in your WebRTC Bar
  • Choose Transfer and the actual call is transferred to the selected contact number (this works only for Phonebar Agents)

The same feature is available on all the available Channels: the Agent can click on the Fax, Email, SMS icons in order to send a message to the contact through the chosen channel.

The  button near the Contact Name starts the Jscripty surveys.



Warning

Only if you use the Phonebar: remember to enable the Remote Control setting for the Agent (see Motion PhoneBar Settings) to make this feature work!


Dispose calls

If you have properly configured a trigger with Contact Manager action, the contact tab will be displayed for the agent as shown below when the trigger conditions are true.


The information panel at the top of the page displays the Caller Name, Caller Number and Queue Name.


  This timer shows the elapsed time since the contact tab was opened.

When the call ends, Dispose button and timer will appear on the information panel as shown below:




 This timer shows the elapsed time since the call ended.


To dispose the call, click on  and choose one of the dispositions of the list:


and eventually insert a note.


Note

The Disposition is automatically set and saved the moment you select a disposition. Pay attention! you will not be able to change the disposition once it is saved.


Default Motion dispositions will be listed on the left side of the screen while any of yours custom dispositions will be listed on the right side of the screen.



The Agent can also dispose outbound calls managed by the the Motion Bull Dialer and choose among the following selection:

  • Dispose
  • Reschedule
  • Recall Me
  • Blacklist




Info

Blacklist, Recall me and Reschedule dispositions are available only for Dialer Outbound Queue Campaigns:


Blacklist

  • sets disposition of the call to blacklist
  • adds the contact in all the blacklists associated to the queue campaign

Reschedule

  • sets disposition of the call to reschedule
  • schedules the contact for the selected time and date. 

Motion Bull will automatically call the contact at the scheduled time if:

  • the queue campaign is Active
  • there are at least one available Agent
  • the scheduled time is within the queue campaign time interval.

Recall me

  • the contact will be recalled later and the call will be passed to the Agent in charge or to the members of the queue the agent belongs to, according to the specific queue campaign settings configured by the Administrator (see Here: Administrators only).






Note

 If the scheduled time is outside the queue campaign time interval, the contact will be called in the next valid time interval.

e.g. Let's consider that Queue campaign time interval is from 8:00-18:00 and the contact is rescheduled for 19:00. The contact will be called the following day within 8:00-18:00 when there is at least one available agents logged.


Dial Contacts with Motion Bull Preview Campaigns

If the XCally Motion Bull Dialer is configured on the system, anytime a "Preview" Queue Campaign is running for the agent logged, a badge is shown on the in the Omni Desktop Interface Dialer icon

showing the number of calls that wait to be managed yet.

Clicking on this button the system will propose the first contact in the list to call:


If the Agent clicks on Next the call will be skipped for that particular agent and the dialer proposes the next contact to call in the list. 

When the Agent clicks on Call the call will be managed by the dialer and handled as a normal incoming call (on the Phonebar or on the WebRTC bar):

As a result, the number in the badge is decreased.

Usually more than one agent can run preview campaigns (the Administrator can add contacts lists to call to a campaign and enable agents to manage the calls: see here how to do this) and the number in the badge reflects the total number of unmanaged calls.






Info

Preview means that the automatic dialer selects a customer from a call list and proposes this call to an agent (the "preview" phase): when the agent accepts it the dialer starts the call. The Agent will stay on the line during the progress of the call, until the customer answers or any other event happens (line busy, call unanswered, and so on) as in manual calls.




Run Jscripty scripts

If the Administrator has configured a trigger with Jscripty action, any time the the trigger conditions are met, the survey will start automatically and be displayed to the agent

:

 timer shows the elapsed time since the Jscripty tab was opened.


 button will start the script and the first page will be displayed for the agent as shown below


these buttons are used to move forward and backward in the script. Note that the Next button will be disabled until an answer is provided for questions with required field set.

  this button is used to submit responses and end the script. 

 this button is used to restart the survey (this will cause the loss of all data previously collected)


Note

The responses will not be saved in the database if the tab is closed at any point in the script without clicking on Submit button.



The Jscripty surveys can also be activated clicking on this  button near the Contact Name (in Contacts or My Contacts files).



Use Canned Answers

In several contexts the Canned Answers can be very useful, helping to increase productivity and maintain a good level of communication, because it may happen the Agents need to answer to very common and frequent questions asked by the Customers: in this case, if the responses are given writing some text messages (e.g. when using Email, Chat, Open Channel, SMS), instead of typing the same answers repeatedly, the Agents can use the available Global Canned Answers (created by the Administrator: see here) or Local Canned Answers available only for specific Channel Accounts/Websites**.



The Agent can type messages directly:

or click on the Canned Answers button :

and insert a text to make a list of canned answers matching that appear in a list:


General (marked by a small icon) and Local (specific for Website/Account and marked by the Channel type icon) Canned Answers are showed as a unique list: click on the chosen one and it will be copied in the message body text.


Info

**Please refer to the Admin Channel Websites/Accounts Configuration documentation for further information about Local Canned Answers:

Local Canned Answers are available for all Channels entry points, except FAX Accounts.



Use Tags

Tags can be used to categorize interactions (Chat, Email, SMS, etc.) or customer records (in Contacts/My Contacts).

The Administrator can create proper Tags (see how to define tags here), set their names, descriptions and colors to make them become available to Agents:

Choose as many tags from the list and save them.


For example, once one or more tags are assigned to an interaction, the list can be filtered by them (Select tag):


in order to retrieve an homogeneous sample.


Info

If you associate many tags to an interaction, the tag label becomes grey instead than colored


The tags chosen show up in interaction:

  



Exploit Customer Journey Information





All interactions coming from any channel are stored in the Customer Journey, which can be accessed from the Contacts Manager (Contacts/My Contacts: see here) or from the Channel Interactions List (open the interaction and shift right to the last tab Journey of the Info area).

Any time the Agent manages an interaction, the history of all the interactions of that specific customer can be shown in a timeline.

Each interaction type shows up a different colored icon according to the Channel used and can be opened clicking on  (available only for those Agents with proper permission on the specific item) or inspected clicking on .

Useful informations like interaction Status or Disposition are displayed as well.