incontact NG Agent Reference Manual

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1 incontact NG Agent Reference Manual incontact NG Agent Reference Manual Title incontact Central Reference Manual Revision Copyright 2011 incontact, Inc. Product Code About incontact, Inc. provides the market leading on-demand

2 incontact contact center platform, incontact, to over 750 contact centers across the globe. With its roots in telecommunications and network infrastructure, incontact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The incontact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition, to include an innovative online hiring solution, an elearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the incontact platform is delivered through a Software-as-a-Service (SaaS) model, incontact customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about incontact, visit Contributors Thanks to our customers for valuable feedback and incontact s dedicated staff.

3 Table of Contents Table of Contents... 3 Getting Started - Agent... 6 Before You Begin - Administration... 7 Skills Based Routing... 8 Perform a Browser Compatibility Test My Account Settings Agent Login Agent Toolbar Queue Phone Call History Address Book Agent Schedule Promise Keeper Reports Information Options Event Log Feedback... 56

4 Help Logout/Exit Customize the Toolbar State Management Panel Connecting with incontact Conversation Panel Initiating Outbound Calls Transfer Conference Consulting and Transferring to Agents Dispositions Indicators Create an Outbound Reply to /Forward Handling a Chat Session Chat Session What the customer sees Multiple Chat Sessions Transfer a Chat Session Voic Contacts Getting Started incontact Dialer Log In to a Dialer Campaign Receiving a Dialer Call Dialer Dispositions

5 Blended Dialing Preview Dialing Log Out of Dialer Recovery

6 Getting Started - Agent The Agent interface in incontact allows you to handle contacts from any location where you have a phone, a computer, and an Internet connection. incontact Agent routes calls to your phone based on the skills that your company has identified you as having.

7 Before You Begin - Administration The following configurations need to be set up in Central before launching the Agent application. These will typically be done by your supervisor: NOTE: For information on setting these configurations, see the Central Reference Manual. Agents - The contact center agents who handle phone calls or s Skills - The category by which the contacts that an agent may handle are routed Campaigns - A group of Skills Teams - A group of Agents Stations - The physical phone that incontact will call to connect with the agent. Agents can log on with a Station ID or a phone number, depending on the setup of the company Points of Contact - The incoming phone numbers or addresses that the customer will use to contact the company

8 Skills Based Routing Any time an inbound or outbound communications channel is opened - either by a customer or an agent, that event is considered a contact. incontact is a skills-based routing system. In order to handle a contact, an agent must be assigned a skill. The contact will be delivered to an agent who has the right skill set for the contact. An example of a skill might be Spanish or Collections. Skills are grouped under a Campaign. Skills are assigned to agents who use the Agent interface. There is no limit to the number of skills that can be assigned to an Agent. Each Skill that is created must be assigned one of four media types: Phone skill - to handle phone call contacts skill - to handle contacts Chat skill - to handle chat contacts Voic skill- to handle voic contacts Each skill must also be assigned either an inbound or outbound state, so possible skills that can be created are:

9 Inbound Phone skill - to handle incoming phone call contacts Outbound Phone skill - to make outbound phone call contacts Inbound skill - to handle incoming contacts Outbound skill - to send outbound contacts Inbound Chat skill - to handle incoming chat contacts. Outbound Chat skill - to send outbound chat contacts. Inbound Voic skill - to handle incoming voic contacts. Outbound Voic skill - to send outbound voic contacts.

10 Perform a Browser Compatibility Test Before logging in to Central, it is recommended to run a Browser Compatibility Test. This will give you any information on software or hardware requirements you might need to run Central correctly. 1.In Internet Explorer, go to The Browser Compatibility test may be performed before or after logging in

11 2.Click the Browser Compatibility Test button Information about the browser displays. Green checks indicate supported settings. Red areas should be reported to your IT team. 3.Click the Login link to return to the Log In window. A Browser Test may also be run after you are logged in by selecting Support > Browser Compatibility Test.

12 My Account Settings incontact allows you to change your personal account settings and reset your password from one easy interface. 1.On the incontact Central toolbar, select the My Account link. The My Account page appears with user information. 2.Click the button.

13 The Reset Password pane appears. 3.Enter the New Password in the text box. 4.Enter the password again in the Confirm New Password field. 5.Click the button.

14 The password has been changed. A notification will be sent to the user's address. 6.Click the button.

15 7.Change the First Name if needed. 8.Change the Middle Name if needed. 9.Change the Last Name if needed. 10.Change the user's address if needed. Notice the Username cannot be changed. 11.Click the button.

16 The User Information window reflects the changes.

17 Agent Login To log in, launch an Internet browser (currently supporting Internet Explorer 8.x) and enter the following URL: The webpage will then prompt you for your Username (Agent ID) and Password. Click the Login button.

18 If it is your first time visiting the site, it will prompt you to change your password. 1.Enter your New Password. 2.Confirm your New Password. 3.Click the Done button. You will come to your Central home page. Depending on your profile, you will only see certain menu options. 4.Click on the Agent Launch link at the top of the Home Page to launch the Agent application: 5.Enter your Station ID or Phone Number as prompted. (You can get your Station ID from your manager):

19 6.Click the Continue button. The following screen opens: The default status is red = Unavailable. This screen has a toolbar at the top that can be used to access the features and functions of the Agent application. The toolbar gives quick access to all the tools necessary to complete daily tasks. NOTE: You may now log out of Central and Agent will continue to run.

20 Agent Toolbar The toolbar is your access to all incontact Agent's functionality. It appears at the top of the Agent window. Information, Options, and Event Log are not selected for display in the default toolbar view. These may be included in the toolbar by customizing the toolbar. The following table gives a brief explanation of each icon: Ico n Name (Tool Tip) Functional Description Queue Shows a list of all your skills that currently have contacts in queue. Each entry includes the number of contacts in queue and the longest duration.

21 Ico n Name (Tool Tip) Functional Description Phone Allows you to place an outbound call or press touch-tones during an active call. Call History can also be opened from this panel. Dialer Opens the Outbound Dialer panel and logs in to a Dialer Campaign. This icon is only available if the agent has an outbound dialing skill. Opens the panel and creates an outbound . This icon is only available if the agent has an outbound skill. Call History Shows a history of inbound and outbound calls that have been received and dialed. Address Book Shows a list of agents and skills to which a call can be transferred (re-skilled). The address book also shows the current state of each agent. Agent Schedule The incontact WFM 2.0 schedule is available in Thin Agent. You can open the Agent Schedule by clicking the My Schedule icon. Promise Keeper Allows you to create a reminder to call somebody. Agent Reports There are three standard reports available to help you review your contacts and your performance. These reports include Contact History, Personal Stats, and Productivity.

22 Ico n Name (Tool Tip) Functional Description Information Provides basic information including Agent ID, Station ID, servers logged into, and skills assigned. Options Changes the number and urgency of messages recorded in the Event Log. This is generally used only for troubleshooting purposes. Event Log Shows special messaging used for troubleshooting purposes. Feedback Used for submitting suggestions, trouble tickets, etc. Help Provides some help for using the Agent application. Exit Logs you out and ends your session. Simply closing your browser WILL NOT end your session. In order to end your session, you must click the Logout button. NOTE: If you close the browser window by clicking the button, you will eventually be logged out (after two hours). Customize the Allows you to change what buttons display on the

23 Ico n Name (Tool Tip) Functional Description toolbar toolbar.

24 Queue You can open the Queue panel by clicking the Queue icon. The Queue panel lists the number of contacts actively waiting in queue and the longest wait time for each of the skills assigned to you. This panel updates every few seconds. You also have a tab for your personal queue which shows contacts that are waiting for you specifically, rather than a Skill. Calls in queue are delivered in the order in which they are placed in queue. Once an agent selects Available, the top queue slot will be delivered to that agent.

25 If there are no calls in queue, the queue will be empty. Queue Summary Click the arrow on the Queue panel to minimize the panel into Summary view. The queues are listed by media type ( , voic , and phone) and personal queue.

26 Phone You can open the Phone panel by clicking the Phone icon, or you can select it from the New drop down menu with an existing conversation. The Phone panel allows you to enter the phone number using your keyboard or the dial pad. You can play touch tones from this panel and can also open the Call History panel. NOTE: You will be prompted to select the skill if you have multiple outbound skills assigned to you.

27 Click the icon to access the Dial Pad. Click it again to close it. Click the icon to access Call History. Click the in the Call History panel to close it. Click the icon to activate or deactivate touch tones.

28 Clicking the icon opens the panel. You must select an outbound skill to be able to send the .

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30 Call History You can open the Call History panel by clicking the Call History icon or you can select it from the New drop down menu within an existing conversation. When you click an entry, you will be prompted to choose the outbound skill (if you have multiple outbound skills assigned to you) before the call will be dialed: The Call History shows the last 100 contacts (inbound and outbound, to agents or skills), the date, and time. Click the in the corner of the Call History panel to close window.

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32 Address Book You can open the Address Book panel by clicking the Address Book icon, or you can select it from the New drop down menu within an existing conversation. You can transfer to a specific agent or to another skill or to a global address book entry.

33 Select from the picklist to choose the agent Directory, a skill list or a global phone list called "Our Numbers". A search feature is also available. 1.Enter the name with which to search the selected directory. 2.Click the search button ( ).

34 The listings will appear. In the case of an agent, their state will also appear. Upon double-clicking to initiate an outbound call, you will be prompted to select an outbound skill if you have multiple outbound skills assigned to you.

35 Agent Schedule The incontact WFM 2.0 schedule is available in Thin Agent. You can open the Agent Schedule by clicking the My Schedule icon. If no credentials are stored a login screen will appear requiring incontact WFM 2.0 credentials. If credentials are stored, the My Schedule will appear. Enter credentials to view your incontact WFM 2.0 schedule.

36 My Schedule appears. The current day will display when initially opened. The published schedule is displayed for a week and refreshed every 60 seconds. Click Manage Schedule to login to Verint and manage the schedule from their application.

37 Promise Keeper You can open the Promise Keeper panel by clicking the Promise Keeper icon. This feature allows you to schedule a return call. You can assign this reminder either to yourself or to a skill:

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39 1.Enter a First Name. 2.Enter a Last Name. 3.Enter a Phone Number. 4.Select who will receive the Promise: Yourself or a Skill. 5.If a skill, assign the Skill (e.g. Sales or Spanish). 6.Select a Time that the Promise will be delivered. This can be in minutes or a selected Date and Time. 7.Select a Timezone. 8.Add any additional notes. 9.Click the Save button. Your promise is now saved and will appear in your Promise Keeper list.you can edit any reminder that has been previously scheduled by double-clicking the reminder and clicking the Edit button:

40 Reschedule a Promise

41 When a Promise Keeper reminder displays, you have the option to either proceed or reschedule. When you reschedule, you can edit information: If you click the Proceed button: 1.The call is dialed. 2.The Promise is considered fulfilled.

42 3.The Promise is removed from the Promise Keeper list. If you click the Reschedule button: 1.Fields become editable. 2.Make changes. 3.Click the Save button. 4.Promise has been changed.

43 Reports You can open the Reports panel by clicking the Reports icon. There are three reports: Contact History, Personal Stats, and Productivity. NOTE: The date range entered is applied to all three reports. Contact History The Contact History report shows a list of contacts you have handled and their call statistics (including time in queue, date, ANI, call direction (inbound or outbound) and talk time):

44 By default, the current day s information will be displayed. Click any of the plus signs to expand and show more information. Click the icon to set the Date Range for the report. Click the Refresh button to update the display. Personal Stats The Personal Stats report shows the number of contacts you have handled and compares your statistics with your team:

45 Example: The team handled 69 contacts and this agent handled 16 of the 69 for a total of 23%.

46 To change the date of the report: 1.Click the icon to set a Date Range. 2.Click the Refresh button to update the display. Productivity The Productivity report shows how much time (hh:mm:ss) has been spent in each state:

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48 You can switch back and forth from the Data Grid and Pie Chart views by selecting the or button. These panels also allow you

49 to change the date of the reports by clicking the Calendar icon and clicking. To close the Agent Report panel, click the in the corner of the panel.

50 Information You can open the Information panel by clicking the Information icon. The information displayed here is used for troubleshooting Agent ID, Station ID, skills, servers, etc. Your skills that are assigned to you are also displayed.

51 To exit, click the in the corner of the Information panel.

52 Options You can open the Options panel by clicking the Options icon. Options allow you to change the number of messages recorded for troubleshooting purposes. incontact support may ask you to change the verbosity in order to capture messaging for researching issues. Do not change the Event Log options unless instructed. You may also change the Button Style, Font Size and Click-to-Dial in the options.

53 To Change Options: 1.Select the option needed by incontact. 2.Click the Save button.

54 3.Click the OK button on the pop-up window.

55 Event Log You can open the Event Log panel by clicking the Event Log icon. The Event log allows you to do basic troubleshooting on interactions that have occurred while completing actions within the Agent application. incontact can perform additional troubleshooting when you send the Event log:

56 Feedback You can open the Feedback panel by clicking on the Feedback icon. Feedback allows the agent to submit suggestions, errors, trouble tickets, etc. It allows you to categorize and prioritize your feedback and add your own comments. The feedback is monitored by your company, not by incontact. 1.Click the drop down list to select the appropriate category. 2.Click the drop down list to select a priority.

57 3.Enter comments about feedback. 4.Click the button to send. 5.Click the OK button when prompted by the pop-up box. NOTE: You do not need for this action to work. After successfully submitting your feedback, you can either submit another feedback or exit by clicking the in the corner of the Feedback panel.

58 Help You can open the Help website by clicking the Help icon. You can access documentation on feature functionality, user reference manuals, and updates.

59 Logout/Exit You can log out by clicking the Logout icon. You will need to log out of the system at the end of your shift. If you do not log out, your session will timeout after two hours. This returns you to the main login screen. If you do not click the Logout button, incontact may attempt to route contacts to you. You will get a pop-up like the one below if you try to close through your browser.

60 Click the Cancel button and log out by clicking the correct Logout button. NOTE: Do not click the button on the web browser. Click the icon.

61 Customize the Toolbar You may customize the toolbar to display only the buttons you need. Information, Options and Event Log are not selected for display in the default toolbar view. These may be included in the toolbar by customizing the toolbar. 1.Click the Customize Toolbar button ( ).

62 All of the toolbar options display. 2.Scroll to see all of the options. 3.Deselect the items you do not need. 4.Click the Close button Notice, the buttons deselected are no longer visible.

63 Click the Customize Toolbar button to add the buttons back to the toolbar. The toolbar may be changed at any time.

64 State Management Panel By default your state is Unavailable when you log in to incontact Agent. Available In order to receive inbound calls, you must set your state to Available. Your state is managed through the stationary panel at the top of the window: Every time you change states, the counter will reset and begin at zero. Unavailable When you are not available to handle calls, you should select from the unavailable codes drop down list (such as Unavailable, Lunch, Training, Break, etc.). Each of these states will make you unavailable to handle calls. All unavailable codes are configured by your manager:

65 Next State While on an Inbound or Outbound contact, or performing After Call Work, your next states will display under the State drop down list. If multiple states are scheduled, they will appear in order, separated by an arrow. For example, in the screen shot below, the next state would be ACW, followed by Available:

66 Wrap Up When a call is disconnected, you will be placed in a Wrap Up, or after call work (ACW) state. The amount of time spent in Wrap Up may be customized by your company. Your company may also require a disposition and additional comments to be added.

67 For more information on dispositions, see the Dispositions section. The Wrap Up state is utilized to give agents more time in between calls to make notes, organize, etc.

68 Connecting with incontact The incontact system will call your station phone to connect you to the incontact server. This will happen for both inbound and outbound calls. Your station phone will ring, but you won't hear any sound, and the customer won't be connected. incontact is making sure that you are on the line before it connects to the customer. The phone icon on the right side will change colors depending on your connectivity: A blue phone indicates you are disconnected from the incontact system. A red phone indicates your computer is trying to get connected to the incontact system. A green phone indicates you are connected to the incontact system.

69 Conversation Panel Once a call has been routed to you, the Conversation panel will appear under the State Management panel. You will see the caller s information and timers. You can perform the basic call control functions such as placing the call on hold, hanging up, recording the call, calling an additional party, transferring, and conferencing. The same functions are available for inbound or outbound calls. Click to place a caller on Hold. (The caller may hear music or messages depending on the customizations of your company).

70 Click to retrieve the caller from Hold. Click hanging up. to release a call. A caller may also disconnect the call by Click to record a call. Click to mute a call. The mute function mutes agent to contact, but not agent to supervisor. When an agent has a call on mute and the call disconnects, mute will clear to be able to handle the next call. Click to mask or inject white noise into the call recording. To Transfer or Conference a caller, they must first be placed on Hold. You may also Consult with an agent without transferring the contact.

71 Initiating Outbound Calls You can place phone calls in a variety of ways. The method you use depends on what you are trying to accomplish: The first three options can be opened from the toolbar: You can dial any number from the Phone Panel. You can re-dial by double-clicking a number from the Call History Panel. You can place a call to a specific agent or skill from the Address Book. You can add a second party to an existing call from the Conversation Panel.

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74 Transfer You may transfer an outside number, an agent, or a skill. 1.Place the original call on hold. 2.Select the New Contact button. 3.Enter the number to dial. You may also use the Dial Pad or the Address Book to select a number. 4.Select the outbound skill if you are assigned multiple outbound skills.

75 5.Select one of the following options: If You Need To Perform a cold transfer Perform a warm transfer Then Click the Transfer button before the target party answers. Click the Transfer button once the target party becomes connected and in an active state.

76 Conference You may conference an outside number, an agent, or a skill. If you choose to conference a call, you may later transfer the two callers together and exit the call. You can only be connected with two contacts at any given time. 1.Place the original call on hold. 2.Select the New Contact button ( ). 3.Enter the number to dial. You may also use the Dial Pad or the Address Book to select a number. 4.Select the outbound skill if you are assigned multiple outbound skills.

77 Once the second caller becomes connected and in an active state, the Conference button becomes active. 5.Click the Conference button. During a conference a call, you may later transfer the two callers together and exit the call.

78 Consulting and Transferring to Agents As an agent, you can consult with another agent that may not be available for calls. This is useful for asking for information or talking to a supervisor. You may also transfer a call into the personal queue of an agent you consult with. You do not have to be on an active call to consult, but you can be. Agent 1: 1.Click the Hold button. Agent 1:

79 2.Click the Address Book to choose the Consulting Agent. This will give you 3 picklist options; Directory, Skills and Our Numbers. Our Numbers is a customized global address book your company may create that is available to you and your team. Agent 1:

80 3.Click the Agent you would like to consult with. If you are calling a skill you will be placed in the queue and connected to the next agent. Agent states are designated by the color Code: Green- Available. Red- Unavailable. Yellow- On an Outbound Call. Purple- An ACD Call. Orange- After Call Work.

81 Gray- Not logged in. Agent 1: 4.Select the Consult item to consult with the agent. Select Initiate Transfer to transfer the call to the agent's queue without consulting. Agent 1:

82 Once you have clicked Consult your state will change to Outbound Consult. The Consulting Agent is now being dialed. Agent 2:

83 The Consulting Agent's state will change to Inbound Consult. The Consulting Agent must click Accept to be connected. Agent 2:

84 The Originating Agent is being connected. Agent 2:

85 The Originating Agent and Consulting Agent are now connected. Both agents will have all call handling options. Agent 1:

86 5.Click the Transfer button to transfer the call into the queue for the Consulting Agent. The Consulting Agent must then go into an available state to receive the new call. The call transferred to the Consulting Agent will be the highest priority call waiting for that agent in their personal queue.

87 Dispositions Dispositions allow you to give quick information about a completed call. You will have a specific list to select from and you can add notes. If a disposition is required, you will not be able to receive another call until you have selected a disposition from the picklist. After you have completed your disposition, your state will go to your listed next state. If a disposition is not required, you will be able to finish without making a selection. You will also have a specific amount of time to complete your disposition before it will close automatically. After you have completed your disposition, or the disposition windows has closed because the Max Time Limit to add a disposition has been exceeded, your state will go to your listed next state.

88 The colored State bar may also refer to this State as Wrap Up. Your company can determine the length and requirements for all dispositions. 1.Select a disposition from the Choose Disposition picklist. 2.Enter any additional comments and notes. 3.Click the Finish button.

89 Indicators Indicators are a visible notification of an action that can be completed. A persistent indicator will appear below your toolbar (as shown below). A nonpersistent indicator is tied to a contact and will appear on the conversation panel between the hang up button and the record button. They can be launched by clicking on them. Once clicked, they will either spawn a script, launch a URL, launch a custom form that you can enter data into, or launch an application. Your company can add which icons will appear as indicators as well as their function.

90 Create an Outbound 1.Click the icon ( ). 2.Select the outbound skill. If there are more than one outbound skills, all of the outbound skills will display.

91 The panel opens. 3.The From address displays. An option available in the skill settings will allow the agent to edit the From address. 4.Enter the address the will be sent to. Use a comma to separate multiple addresses. 5.Select the Add Cc link to add a Carbon Copy (CC) field.

92 The Cc field appears. 6.Select the Remove Cc link to remove the field.

93 A Bcc (Blind Carbon Copy) field is also available. 7.Enter the Subject of the . 8.Select the Add Attachment link to attach files. 9.Enter the text of the message.

94 Notice, spelling errors or unrecognized words will appear with a red underline. Formatting options are available on the toolbar.

95 10.Highlight the text you need formatted. 11.For example, change the font by using the picklist. 12.Select the needed formatting options.

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97 Highlighting text activates the hyperlink field. 13. Highlight the text you need to be a hyperlink. 14.Enter the URL for the hyperlink. The hyperlink will appear in the .

98 15.Click the Send button. The has been sent and the agent returns to their original state.

99 Reply to /Forward Replying to or forwarding an provides you with the same interface used to enter your response. Replying automatically populates the address and subject fields. There are two forwarding options: forward to a specific address or forward to a skill. Reply to Sender: 1.Click the button.

100 NOTE: You may be able to edit the From address field depending on the settings of the skill.

101 2.Add text to the , as needed. 3.Click the button. Forward to a Skill: 1.Click the button.

102 The To field becomes a drop down list. 2.Select the skill from the drop down to which to forward the . 3.Add text to the , as needed. 4.Click the button. Forward to Address: 1.Click the button.

103 The To field becomes available.

104 2.Enter the address(es) to which to forward the . Multiple addresses may be separated by a comma. 3.Add text to the , as needed. 4.Click the button.

105 Handling a Chat Session You must be in an Available state and have a Chat Skill assigned to receive a chat contact. There are only inbound chats. You cannot initiate an outbound chat.

106

107 When an chat contact is received, you will be asked to accept it. Notice, there may be some text that has been sent and received by the script before you are connected. 1.Click the Reject button to refuse the chat. 2.Click the Accept button to handle the chat.

108 Once you accept, you will be in an active state.

109 You may transfer the chat to another agent or skill or you may end the chat.

110 The speech bubble icon ( response. ) means that the chat session is waiting on your

111 3.Enter your response into the text box. There are formatting options (bold, italic and underline). Highlighting text activates the hyperlink field. 4. Highlight the text you need to be a hyperlink. 5.Enter the URL for the hyperlink. The hyperlink will appear in the . 6.Click the Send button

112 The hourglass icon ( ) means you are waiting on the customers response.

113 Notice the different labels for text that you sent, the system sent or the customer sent.

114 7.To end the chat, click the End button.

115 Once a chat is ended, you may be prompted to enter a disposition.

116 Notice, your state is ACW, or After Contact Work. 8.Click the Choose Disposition button 9.Select the needed disposition. 10.Enter any notes if needed. 11.Click the Finish button. You have been returned to an Available state and are ready for the next contact.

117 Chat Session What the customer sees Customers must have access to launch the chat website. Typically this will be a button on your company website.

118 The incontact Chat Client page opens. This page is hosted by incontact. Typically, the chat script will be configured to have automated responses. They will enter text in the field. They will press the Enter key or click the Send button.

119 Notice the status bar indicates if the chat session is waiting on the customer or agent.

120 Notice the chat labels indicate which messages are sent by the agent, the system or the customer. They can click the End button to end the chat. The chat will not end if the browser window is closed. The agent may also end the chat.

121 In the chat skill, goodbye text and transcript options can be configured. Customers can enter their address to receive the chat transcript.

122 They will click the Send transcript button.

123

124 The will be sent to the customer from the address designated in the chat skill.

125 Multiple Chat Sessions You can be connected in up to 8 chat sessions at one time.

126 1.Click the New button ( )to accept the new chat session.

127 Notice there are now two tabs. Click a tab to view the chat session.

128 Transfer a Chat Session

129 1.Click the Transfer button The Transfer to... window opens.

130 2.Enter the text to search by. The text will be used to search by agent and skill.

131 3.Select the agent or skill that the chat should be transferred to. The chat session will end for you and you will be put in an ACW state.

132 Voic Contacts A voic is a recorded message from the contact that can be placed in queue to be listened and responded to by the next available agent. You must be in the Available state and have a Voice Mail skill to receive voice mails. The Voice Mail panel will automatically open. Your phone will ring and you will be connected to the incontact system. Notice, you are now in an Inbound state. The voice mail message will play over the phone, not on the computer.

133 1.Click the Pause button ( ) to pause the message. 2.Click the Return Call button to open the Phone panel and dial the number.

134 3.Click the Play button ( ) to replay the message. 4.Click the Discard button to delete the message. Be careful, this permanently deletes the voice mail recording.

135 Notice the Voice Mail panel automatically closes after clicking the Discard button. You will automatically be placed in the next state. You may be configured to have an ACW or disposition after the Voice Mail contact.

136 Getting Started incontact Dialer The incontact NG Dialer supports predictive, progressive, and preview dialing modes, designed from the ground up to deliver excellent agent productivity while minimizing abandoned calls. Your company just sets the target abandonment rate and the dialer determines how to keep the agents busy. The basic process for getting started is: 1.Log in to incontact 2.Launch the Agent interface 3.Login to Dialer 4.Start receiving calls

137 Log In to a Dialer Campaign A Dialer Campaign must be logged in to once logged in to the agent interface. If a Dialer Campaign is running and associated with skill assigned to the agent, the Dialer icon will appear in the toolbar. Note that if the dialer icon isn't visible and you think it should be, you may need to configure your toolbar to see the icon. 1.Click the Dialer icon ( ).

138 The Dialer panel opens. 2.Select the Select Campaign picklist.

139 3.The running Dialer Campaigns appear. Select the needed campaign. 4.Click the Login button.

140 The agent state is Dialer Pending, meaning the agent is waiting to be added to the dialer campaign. The red phone icon indicates that the station is not active and the incontact system is trying to connect to the Agent's Station. The Station phone should ring. When picked up, there will be silence on the line. The station will remain active for the duration of the agent s involvement in the dialer campaign. If the agent s station is already active, this step will be skipped.

141 The green icon indicates the system has connected the agent leg of the call. There will still be silence on the phone, no one is connected on the other line. The agent is ready to take calls. Important! If the agent hangs up the station phone, they will be removed from the campaign and will need to log into the campaign again.

142 Receiving a Dialer Call 1.Log in to the Dialer. incontact will deliver a call.

143 A call is connected. Normal call controls are available. If a screen pop has been configured, an additional window may open with details about the caller:

144 Important! If the agent hangs up the station phone, they will be removed from the campaign and will need to log into the campaign again.

145 Dialer Dispositions Once a Dialer call has ended, the system may be configured to prompt a disposition.

146 Notice the state is After Call Work (ACW). This state can be customized for each skill. 1.Select the Choose Disposition picklist. 2.Select from the available dispositions.

147 Each disposition may be configured to have a Commitment field and or retry Date and Time fields. 3.Enter a Commitment amount in the field as needed.

148 4.Enter into the field or use the calendar to select a retry date if the caller needs to have the call returned. 5.Enter the needed retry time. 6.Enter any needed comments. 7.Click the Finish button. The agent is now in the next state and ready for calls.

149 Blended Dialing This topic includes: Outbound to Inbound Blending Inbound to Outbound Blending Outbound to Inbound Blending An Inbound contact skill may be set up to pull agents out of a Dialer Campaign if the Inbound Skill falls out of its Service Level Agreement (SLA). An agent will be prompted that they will be removed from the Dialer Campaign. A Dialer call is active.

150 Outbound Agent Notification Click OK to the prompt. You will be made available for inbound contacts. Inbound to Outbound Blending Agents are pushed to dialer when inbound skills are "within SLA" and the Average Speed of Answer (ASA) is below the SLA threshold; meaning their SLA for the 15 minute rolling window is above their SLA goal and the ASA is below the threshold. An Inbound Call is active. Inbound Agent Notification

151 Click OK to the prompt. NOTE: If one outbound dialing campaign is assigned the agent will be added automatically jnto the campaign and will start dialing immediately. If two or more outbound dialing campaigns assigned the agent will be prompted to join a campaign. You will be made available for outbound contacts.

152 Preview Dialing When an agent is on a Preview campaign, they are presented with a preview window prior to the call being dialed. The agent has the option to accept or reject the call prior to dialing it. If the agent does not accept or reject the call, then the call will be dialed when the timeout expires. Preview Dialer Agent Notification Click the Accept button to accept the call prior to dialing it.

153 Log Out of Dialer An agent must request a log out from Dialer. The log out may not be immediate; it is based on the calls the system is currently dialing. If the agent hangs up the physical phone, they will immediately be logged out of dialer. It is not recommended to click the Logout button and leave your station.

154 1.Click the Logout button to request to be logged out of Dialer. Dialer may or may not release you after the call depending on the calls already being made by the predictive dialer. Notice the Dialer Campaign no longer appears in the picklist.

155 The call ends and the state is back to Unavailable. When ready, the agent must Log in to the Dialer again. Select the Dialer Campaign again to activate the Login button.

156 Recovery If you accidentally close the browser while in the middle of a contact, you can log back in and the Agent application will retain all session information. Log back into Central, click Launch Agent and you will be prompted to join the existing session. NOTE: If you were on a contact, the audio will not be interrupted. If you lose your network/internet connection, the Agent application will notify you that your connection has been lost. It will also notify you when your connection has been restored. The Agent application will retain all session information and will remain connected audibly to the contact:

157

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