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How do I use Agent Desktop to handle interactions?

Phone calls (voice calls), email messages, and chat messages between you and a customer (contact) or someone from your company (internal target) are called interactions because you interact with that person through a communication media.

Important
Email and Chat might not be available in all environments or for all agents.

Managing Active Inbound and Outgoing Calls

Important
To receive calls, change your status on the voice channel to Ready.

How do I Get or make Calls?

There are two types of calls (interactions):

  • Outgoing interactions are started by you using the Team Communicator. You can call or email internal targets (another agent) or external targets (a contact).Use the Team Communicator to make calls or send email messages to people inside your company or to your customers and contacts.
  • Inbound calls: are usually delivered (such as those routed, transferred, conferenced) to you by the system.
Important
If you are based in either the United States or Canada, you must start the phone number with +1 for domestic destinations and +011 for international when placing an outgoing call or setting call-forwarding destinations.

Use the Team Communicator to make calls or send email messages to people inside your company or to your customers and contacts. You also use the Team Communicator to select targets for consultation, transfer, and conference calls.

Interaction Features

There are also a common set of capabilities for all calls, including:

  • Team Communicator — Enables you to initiate interactions with a contact or internal target, as well as select targets for voice consultation, transfer, and conference actions.
  • Interaction Preview — Displays an interactive notification of a new inbound interaction. The notification is a preview that includes information that enables you to decide how to handle the interaction when answered.
  • Case Information — Provides you with critical information about the active interaction.

Voice Tasks

Functions and Information for Calls

Disposition codes enable you to assign a code to an ongoing or terminated interaction that qualifies the outcome of the call.

Managing Active Inbound Chat Interactions

Important
Chat might not be available in all environments or for all agents.

The Chat channel enables you to view all of the information that is necessary to handle a chat interaction with a contact.

Important
To receive chats, change your status to Ready on the Chat channel.

There are also a common set of capabilities for all interactions, including:

  • Team Communicator — Enables you to initiate interactions with a contact or internal target, as well as select targets for voice consultation, transfer, and conference actions.
  • Interaction Preview — Displays an interactive notification of a new inbound interaction. The notification is a preview that includes information that enables you to decide how to handle the interaction when answered.
  • Case Information — Provides you with critical information about the active interaction.

Managing Active Inbound and Outbound Email Interactions

Important
Email might not be available in all environments or for all agents.
Important
To receive email messages, change your status to Ready on the E-Mail channel.

There are two types of e-mail interactions:

There are also a common set of capabilities for all interactions, including:

  • Team Communicator — Enables you to initiate interactions with a contact or internal target, as well as select targets for voice consultation, transfer, and conference actions.
  • Interaction Preview — Displays an interactive notification of a new inbound interaction. The notification is a preview that includes information that enables you to decide how to handle the interaction when answered.
  • Case Information — Provides you with critical information about the active interaction.




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This page was last modified on 29 July 2016, at 03:22.