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, Real time Dashboards, Voice Calls List managed by the Agent him/herself (generic, scheduled and abandoned), Recordings


The full list of the available applications vary according to the permissions granted by the Administrator or the Supervisor to the Agent: all the Applications and Utilities that are not enabled for the Agent will not be shown in his/her sidebar Menu.



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: 

type https://YOUR-MOTION-IPADDRESS/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 or click on Log in with Google if this feature has been enabled by your administrator (for more information click here):



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:




If you are notified your license is going to expire (this feature is available at login starting from rel. 2.5.6):

please contact your system Administrator ASAP!



  • 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]#$%^&-_=+[{]}.





Note: when this happens, the agent is asked to contact the administrator to unlock the account.





If you encounter a network problem during your XCALLY Motion work session, you will be warned by this error message:

It will disappear when the connection is reestablished.

Starting from XCALLY Motion rel. 2.5.0, External and WebRTC Agents can be forced to logout if another Agent logs in the system using the same credentials.

In fact, the Agent's login name must be unique and simultaneous logins using the same credentials are forbidden. If an Agent logs in using the same credentials of another Agent who is currently logged, the system shows an alert:

If the second Agent confirms to log in, the previously logged Agent is forced to abandon the working session:



If the Agent Typology has been defined by the Administrator as External (e.g. the Agent cannot 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 to use in 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 some of these functions for the Agent.


**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 will reflect the changes accordingly.


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:





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

The Agent can start or stop the Pause clicking on the respective buttons, but in some other contexts the pause can start:

  • automatically, if there are some actions the Agent must do before proceeding (e.g. a Disposition is mandatory requested on the interaction just managed). In this case the pause will end as soon as the operation requested is finished
  • at the request of a supervisor (e.g. on the Realtime monitor)




The WebRTC Bar

You can find the WebRTC Bar documentation on this page.




The Internal Messenger



The Internal Messenger 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:




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 currently logged and those with a red one are not):


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 this function. Eventually, the group administrator can decide to enable the Agent only to receive messages).


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 



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 XCALLY Motion programs and utilities and to check on current activities:


  • Dashboard
  • Contacts
  • My Contacts
  • Scheduled Calls
  • Voice Calls
  • Abandoned Calls
  • Recordings
  • Chat
  • Email
  • SMS
  • Open Channels
  • Fax
  • WhatsApp Connector (optional channel)


To go back Home, just click on  



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

In this case the Toolbar reflects the settings dynamically:










Note: Any change applied to the Agent toolbar will not affect new applications eventually released after that action: in this case, if the Administrator wants to make the Agents use the new modules, these must be selected 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 (among those you have the permission to view) and Select Tag filters you find on the top right side can be used to filter the list of contacts by these keys, like in the following example:


The contacts can be searched by: 

  • first name
  • last name
  • phone
  • mobile
  • fax
  • email

Click the  button, insert the search string and confirm:


and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .


If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. If not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).



Click  to refresh the list view.


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



You can also use the Advanced Search button  and select a field to be matched among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

 

  • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.

At the end click on the  button in order to start the search. Now the query is executed and all the items that match the conditions inserted are shown.


It is also possible to:

  • modify a condition set: click on a set condition, press Edit

and now change the condition as you prefer(field, operator, value)

  • temporarily disable the search condition: click on the set condition, press Disable

and Enable it again



As long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (red on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 



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


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

This automatic mechanism works only if a specific CM Trigger has been configured by the Administrator.

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 in the Contact Card that is opened during the interaction.



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









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















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




























































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

Add a Contact

If you want to add a new contact, click  and insert contact's information:

and the List where the contact must be inserted:

and now you can Add the Contact.


You can only add new contacts to lists where you have permissions to do so (if you don't have permissions for any list, you won't have this feature enabled).




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:






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.


You can select the interactions by channel and by date/period using the filters on top of the list:


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.






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).


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 the 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 himself.

From the My Contacts panel, the agent can:

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

the same as in the Contacts environment (see the Contacts paragraph for the complete set of functions).


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






Clickto refresh!

Scheduled Calls

The Scheduled Calls section contains the list of all the calls that have been rescheduled by the Agent during a Dialer Campaign or assigned to the Agent by the Administrator:


Note: this section is available only if the Dialer license is active


The Scheduled At and the Campaign values are marked as green if they are still valid (data and time is not expired) and red if they are not.

The Agent can click on the three dots menu and:

  • Edit the Hopper and change the schedule for this call (e.g. date and time, priority, recall-me function and the name of the Agent to recall):

  • Delete the Hopper (delete the scheduled call)


The Agent can call the contact (whose name is shown in the Full Name column) clicking directly on the phone number:






Clickto refresh!

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
  • Second/Third Disposition: second/third level of disposition eventually set
  • Note: shows a note inserted (if any) at close time


Filters can be applied to the list of values selecting a Start Date:


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
  • Second/Third Disposition: second/third level of disposition eventually set
  • 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 Global Dispositions (the List Dispositions are not available in this context):

The list of values shown can be filtered by Start Date, Agent name and Queue:

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:

The list of values shown can be filtered by Start Date and Agent name:




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, dialer or all)
  • 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).

Filters can be set on Start date and Call Type:






The Recordings files can be encrypted by the Administrator (see here): in this case the recordings content  will be available only from XCALLY Motion OmniDesktop interface.

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 for interactions based on the content of the column fields (they can be different depending on the channel)
  • 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 search selected items using sophisticated and multiple conditions (the advanced search  is available starting from ver. 2.4.14) 
  • the  button is used to refresh the page contents
  • 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 (sortable asc/desc): 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 Agent can start a Vidaoo Video Call session (this feature is optional and requires an activation from the Administrator) with a Customer directly from the chat
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 





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 limit of your system.


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



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).

You can attach  only a single file per message, whose size is up to 25 MB maximum.


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).  


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 or things like that).


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).


During the Chat conversation, the Agent can start a Vidaoo Video Call session (this command is available in the menu  only if the Administrator has configured the Video option for the Website the interaction is coming from) with a Customer directly from the chat.

Click on Start Video Call and a separate video session is activated (the number of available sessions set for your Account on Vidaoo must not be exceeded):



and the Vidaoo web link to click to join the video call is shown to the Agent (in the interaction form):


and to the Customer (on the snippet):


During the video call the chat interaction can continue, left to be resumed at the end of the video call or be closed by the agent.



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 simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:


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

 


Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three levels).

If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.


If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:


NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused. See the Chat Website Advanced setting for further information about this feature. 


If the Transfer option is set by the administrator in the Website Settings, the Agent can also see this command in the menu  in order to redirect the chat interaction:

to another queue or to another agent:

and the system will let you choose among those available:




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



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


It refers to the current interaction



All the interactions with are coming from Chat Channels. You can filter the interactions by channel and by date using the filters above.

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.

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


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


The interactions can be searched by: 

  • interaction ID
  • message text
  • contact first name
  • contact last name

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .



If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. If not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).



The interactions in the list 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).



You can use the Advanced Search button   and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

 

  • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.


When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.


It is possible to:

  • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

  • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again



As long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (light green on a white background) and blinking 



The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 






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 


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 email 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: let's see how it works when the Agents receive an e-mail from a customer and need to manage it (e.g. replying with a message or forwarding it to somebody else, simply closing it, or other)


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 example 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.  

Replying or forwarding a mail message can be suspended and the message can be saved by the Agent as a draft copy and opened and finished later by the same Agent who saved it. In this case:

  • if the icon  is grey, it means that there is no draft message saved for this interaction
  • if the icon  is red, it means that there is a draft message saved previously (using the  button) and linked to this interaction. If you click on this button the draft will be reopened


The Message (with or without its attachments) or only the message Attachments (if there are any) can also be downloaded clicking respectively on the last two buttons: 


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:


The Agent can attach one or more files (each one must not exceed 25 MB size) clicking on the attach button .


the Show original message switch (default=off) at the bottom of the panel 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 mail format, attach files and Send it clicking on the button 

It is also possible to 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 or one of those made available by the Supervisor)


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


  • Send and Close


The Agent can also decide to suspend composing a message (a new one or one as Reply/Forward to a received message) and to continue later, clicking on the button : doing this, the message is temporarily saved as its draft is linked to this interaction.


Please note that:

  • each interaction allows only one draft message at a time to be saved. You can write as many messages you like but as soon as you try to save a draft, if there is already one for the same interaction, you will be notified that if you continue the old draft will be replaced by the new one;
  • when you compose a message you can save it as a draft as soon as the interaction is open: if the interaction has been closed since when you saved the draft (for example, by another agent) your draft will be deleted;
  • only the Agent that has saved a message as draft can see it, but some limitations apply:
    • the agent must access to the e-mail environment from the same browser used before

    • on the Agent workstation no local storage cancellation must be performed (otherwise all drafts will be deleted)


All the messages that have been saved by the Agent will be shown minimized in boxes at the bottom of the Mail Interactions List:

They can be deleted by the Agent clicking on the  near the name of the draft.


In order to reopen a draft message and to continue composing and eventually sending it, just click on the box of the minimized draft you see at the bottom of the email interactions list  or open the interaction itself and click on the red sign . When you open a draft message, the whole interaction will be opened as well.


The name of the draft message is shown as: "ACCOUNT KEY - TO"  or "ACCOUNT KEY -SUBJECT", in case the To field is empty. In case the fields To and Subject are both empty, the message is shown as "ACCOUNT KEY - Untitled". In the examples above, the Account Key is SERV for both drafts, followed by the destination address (for the first one) and the subject (for the second one). 






To send a New Email Message, just click on the button  you find in the right side of the Email Interactions List header, choose from the the proposed list one of the email Account you are configured to use and compose the message:

The operation is the same as described above (in the example of how to reply to a customer's e-mail).



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




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




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 single level dispositions:

or ready-to-use multi level dispositions:


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

 



Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three).


If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.


If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:


NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused. See the Email Account Advanced setting for further information about this features. 


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



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



It refers to the current interaction



All the interactions with are coming from Email Channel. You can filter the interactions by channel and by date using the filters above.

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 List:


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

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



You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account (Me, Not Assigned, All), Agent (the first one who managed it), Tags (multiple choice):


The interactions can be searched by: 

  • interaction ID
  • message text
  • subject
  • contact first name
  • contact last name
  • contact email address

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .



If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. If not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).



You can use the Advanced Search button  and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

 

  • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.


When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.


It is possible to:

  • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

  • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again


As long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (dark green on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 




The interaction Status 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)


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


The Administrator can set new sub statuses (see here).



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).






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 SMS session looks like:

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).



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):




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 single level dispositions:

or ready-to-use multi level dispositions:


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

 


Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three).


If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.


If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:


NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused.

See the SMS Account Advanced setting for further information about this features. 


If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the SMS interaction:

to another queue or to another agent:

and the system will let you choose among those available:


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



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



It refers to the current interaction



All the interactions with are coming from SMS Channel. You can filter the interactions by channel and by date using the filters above.

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 (Open/Closed), Website name, Agent (the first one who managed it), Tags (multiple choice).


The interactions can be searched by: 

  • interaction ID
  • message text
  • contact first name
  • contact last name
  • contact phone number

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .


If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. If not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).




You can use the Advanced Search button   and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

  • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.


When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.


It is possible to:

  • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

  • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again


As long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (orange on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 




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:




The recipient number must be:

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



Open Channel

The Open Channel Section shows all the interactions managed by the Agents and coming from external Channels ( remember that only the Administrator can open XCALLY Motion to new channels. If you are XCALLY Motion Administrator, 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 widespread and easy contact point (e.g. FB Messenger, Twitter, Telegram, Teams and so on)
  • the Agent interaction takes place inside XCALLY Motion common environment and as so, it benefits of the queue delivery mechanism
  • 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 automatically 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:




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).


Both Agent and Customer can attach files  to the conversation (only a single file per message, whose size must be 25 MB maximum).


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).


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 can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:


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

 


Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three).


If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.


If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:


NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused. See the OpenChannel Account Advanced setting for further information about this feature. 


If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the Open Channel interaction:

to another queue or to another agent:

and the system will let you choose among those available:



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



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


It refers to the current interaction


All the interactions with are coming from Open Channel. You can filter the interactions by channel and by date using the filters above.

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 

If the Agent cannot is not able to create interactions or to reply to them (the text area is disabled) check the Reply URL field of the Account is not empty



An interaction Visibility can be: 

  • Private      

it means that the interaction is a private message exchanged between the Agent and the Contact (e.g. using Messenger).

  • Public       

it means that the interaction is exchanged between the Agent and a group on an open environment (e.g. Wall Posts on a FB page).




If the interaction is Closed you'll also see the date it has been closed and eventually its disposition:


 



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.

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



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



The interactions can be searched by: 

  • interaction ID
  • message text
  • contact first name
  • contact last name
  • from

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .


If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. If not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).




You can use the Advanced Search button  and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

  • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.


When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.


It is possible to:

  • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

  • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again


As long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (yellow on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 



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.


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


If you click on the three dots menu you find on right of the screen and corresponding to an item in the list, you can apply the following commands to the selected interaction:

  • You can Show the interaction contents
  • Download a pdf transcript of the interaction
  • Close and (eventually) dispose the interaction



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:

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 a document (one file per message, maximum size=25 MB) to the conversation and send it.


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 can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

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

 


Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three levels).


If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.


If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:


NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused. See the FAX Account Advanced setting for further information about this feature. 


If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the FAX interaction:

to another queue or to another agent:

and the system will let you choose among those available:



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



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



It refers to the current interaction


All the interactions with are coming from Fax Channel. You can filter the interactions by channel and by date using the filters above.

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 (Open/Closed), Account, Agent (the first one who managed it), Tags (multiple choice).


The interactions can be searched by: 

  • interaction ID
  • message text
  • contact first name
  • contact last name
  • from (fax number)

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .


If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. If not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).



You can use the Advanced Search button  and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

  • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.


When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to:

  • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

  • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again



As long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (grey on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 



The interaction can be:

  • Open 
  • Closed (by an Agent)

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


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:

 




WhatsApp Connector


The WhatsApp Connector Channel Section shows all the interactions managed by the Agents and coming from WhatsApp users. 

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


The XCALLY Motion WhatsApp Connector Channel is based on Providers (e.g. Twilio) solutions, offering a WhatsApp for Business messaging system interface (N.B.: automated or bulk messaging are not allowed). 


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

  • the Customer can use one of the most popular messaging 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 


  • Currently the whatsapp connector can manage text messages (not the attachments).
  • A message exchange session with the customer can last up to 24 hours after receiving its last message: after this time the session will be automatically closed. 
  • The agent can start a conversation and forward new messages to the customers only if you have a template authorized by Facebook. 


Whenever the customers interact with the Contact Center using WhatsApp, all the Agents belonging to the specific WhatsApp Connector 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 WhatsAppConn1). 

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 WhatsApp Connector session looks like:

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 WhatsApp message, the Agent can insert directly a text in the input box and press enter (or search a previously saved canned answer and send it).


How 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 WhatsApp Connector interaction from the Interactions List:

 and insert notes for the the agent only (the customer will not see this note):


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

  • a double checkmark means that the message has been delivered to the WhatsApp Connector 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 badge like this:

 

any time you receive a new message 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 confirms:


The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:


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

 



Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three levels).

If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.


If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:


NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused. See the WhatsApp Account Advanced setting for further information about this feature. 


If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the WhatsApp Connector interaction:

to another queue or to another agent:


and the system will let you choose among those available:



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


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



It refers to the current interaction




All the interactions with  are coming from WhatsApp Connector Channel. You can filter the interactions by channel and by date using the filters above.

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 WhatsApp Connector 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 (Open/Closed), Website name, Agent (the first one who managed it), Tags (multiple choice).



The interactions can be searched by: 

  • interaction ID
  • message text
  • contact first name
  • contact last name
  • from (telephone number)

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .


If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. If not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).



THE ADVANCED SEARCH FEATURE IS AVAILABLE STARTING FROM XCALLY MOTION VER. 2.4.14

You can use the Advanced Search button   and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

  • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.


When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.


It is possible to:

  • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

  • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again


As long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (orange on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 




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 WhatsApp Connector messages exchanged in the session, as well as the right side bar information (contact, interaction, journey).


In order to send a New WhatsApp message click on  choose the account and and then compose the message and recipient number:



The agent can start a conversation and forward new messages to the customers only if you use a template authorized by Facebook and each thread that is already open can be used for up to 24 hours






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.



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.


If there are more contacts with the same search key, the agent can choose which is the right contact:



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.


If the Dispose button is not active after the call hangup you can refresh the call status clicking on 


To dispose the call, click on  and choose from the proposed list a single disposition: 


or a set of dispositions (up to three levels), and eventually insert a note.


Select this toggle if you want that after you click Dispose the customer card is automatically closed. 

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 XCALLY 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




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).






 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.






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)


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.


**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.


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


The tags chosen show up in interaction:

  



Take advantage of 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 :

Here you can see information like: Created/Closed At, Subject and Disposition (if there are, all levels of them). 

You can select the interactions by channel and by date/period using the filters on top of the list.