UWF 2.1 DESKTOP USER GUIDE

Transcription

1 UWF 2.1 DESKTOP USER GUIDE

2 Copyright Upstream Works Software Ltd All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, for any purpose without the express written permission of Upstream Works Software Ltd. All trademarks in this document are the properties of their owners. Information in this document is subject to change without notice and does not represent a commitment on the part of Upstream Works Software. The software described in this document is furnished under either a license agreement or a non-disclosure agreement, but not otherwise. Upstream Works Software makes no warranty of any kind with regard to the material contained herein, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. In no event will Upstream Works Software or any person involved in the development or distribution of this material be liable for any incidental, indirect, or consequential damage or loss of profit resulting from the use of this document. The information in this document reflects Upstream Works for Finesse 2.1. Date: August 28, 2014 Document Version: 2.1 Author: Upstream Works Learning and Documentation Comments about this document are welcome and may be sent to Upstream Works Software Ltd., 8000 Jane Street, East Tower, Vaughan, Ontario, Canada L4K 5B8. Upstream Works may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you.

3 CONTENTS Upstream Works for Finesse: Overview... 1 This Document... 2 Assumptions... 2 System Requirements... 2 Upstream Works for Finesse: Key Gadgets & Concepts... 3 Working in UWF... 5 Starting Work... 5 Going Ready and Not Ready... 5 The Task Bar... 6 Receiving Tasks from a Queue... 6 Accepting a Contact... 8 Manual Tasks... 9 Starting an interaction manually... 9 Deleting a manual interaction... 9 The Active Task and Context Completing Tasks Parking Tasks To park a task To retrieve a parked task UWF and Your Phone UWF and Phone State Phone Interrupts Logging off Exiting UWF in Error Interaction Capture Queued Contacts Manual Tasks Contact Interaction Quick Type Multiple Interactions for a Contact Finishing a task After completing a task Upstream Works Software Ltd.

4 Time Tracking Interaction History Interaction History and the Current Contact Reading Interaction History Multiple Interactions for One Contact The Hover Over The Interaction Viewer Searching IH Exporting IH Contents to a File Responding to an Replying Forwarding Spam Completing an Cancelling a Reply Editing Options Paragraph Styles Font Styles Lists Increasing and Decreasing Indents Inserting a hyperlink Inserting a picture Obscuring Private Data Cleaning Formatting Attachments Inserting Templates To insert a template Chat and SMS Accepting a chat Chatting Working with Multiple Chats Templates Customer Disconnections Upstream Works Software Ltd.

5 Directory Directory List Managing the directory the Queue List Editing Queue Stats UWF Team Gadget Who is in a Team Agent Statistics Omnichannel Queue Statistics Phone Queue Statistics Team Chat How to chat Receiving team member notices Clearing the chat screen The Marquee Creating a Marquee Message KPI (Key Performance Indicator) Setting KPI parameters Task Viewer Adjusting the Task Viewer Marking an Outlier Upstream Works Software Ltd.

6 UPSTREAM WORKS FOR FINESSE: OVERVIEW Upstream Works for Finesse (UWF) is a powerful web-based solution that delivers customer interactions to Cisco Contact Center agents in an easy to use desktop environment. UWF provides a consistent interface for contacts across all channels so that agents can: Quickly understand the needs that drive the customer contact Benefit from using a consistent interface to handle all interactions Capture the information necessary to manage enterprise customer interaction needs. Built to leverage the capabilities of Web 2.0 technology, UWF is a platform for integrating diverse customer contact technologies in a changing world. UWF provides the tools to: Deliver the right contact to the right agent regardless of channel Evaluate customer drivers and agent performance consistently across all media Understand and respond to each contact according to the customer s needs. UWF s industry leading capture and analytics technologies build a rich historical framework for all interactions, starting from the day the system is turned on. This means that as you grow and enhance your Cisco Contact Center to meet the needs of your customers, you will continue to benefit from your technology investment Upstream Works Software Ltd. 1 P a g e

7 THIS DOCUMENT This document provides instructions for handling customer contacts in Upstream Works for Finesse. ASSUMPTIONS This document assumes that readers are familiar with Cisco Finesse and basic contact center terminology. It is also assumed that readers are able to understand and perform common computer functions such as right-click, dragging or hovering a mouse. Before starting on any task, you should read through the instructions in order to ensure that you understand all of the steps and have the assistance of the required resources. SYSTEM REQUIREMENTS Upstream Works for Finesse integrates with Cisco Finesse. As a result, the browser requirements for UWF are the same as those for Cisco Finesse. The minimum supported screen resolution for UWF is 1280 x Upstream Works Software Ltd. 2 P a g e

8 UPSTREAM WORKS FOR FINESSE: KEY GADGETS & CONCEPTS UWF is built as a suite of gadgets that are designed to facilitate efficient and productive agent-customer interaction while minimizing handle time. UWF s key gadgets are introduced below; they are described in greater detail in this document. CHANNELS As an omnichannel desktop, UWF allows agents to receive customer contacts through a variety of channels. The key channels are: Phone Chat SMS The list of available channels and how they handle incoming contacts is determined by your organization. TASK BAR The Task Bar is designed to present various types of information to agents. It: Displays current and parked interactions across all channels Gives an at-a-glance display of the information associated with the current contact Shows a historical preview for each incoming contacts (date of last contact, reason for last contact, etc.) Agents use buttons in the Task Bar to perform task-related commands such as accepting, parking, creating or finishing an interaction. INTERACTION CAPTURE PANEL The Interaction Capture Panel is split into two blocks: the Contact block, and the Interaction block. It captures and displays the who, what, where, when, why and how for your active contact. Information entered here is saved 2014 Upstream Works Software Ltd. 3 P a g e

9 into the Interaction Database for use by both the Interaction History gadget and for historical reports. While some information is captured by UWF, you are also able to manually enter information through free form fields and option lists. INTERACTION HISTORY UWF Interaction History displays a historical list of customer interactions across channels. Its search capabilities allow agents to quickly pinpoint relevant records. Within the UWF desktop, a search is automatically done when a contact is presented. If a customer is successfully identified, Interaction history will display the history for the customer. This gives the agent advance information of the prior customer experience. MARQUEE The Marquee is a scrolling information display that shows omnichannel queue statistics for the center and can be used by supervisors to broadcast messages. Clicking on the Marquee message can show more detailed information. INTERACTION VS. CONTACT Throughout Finesse, you will see the terms interaction and contact. A contact indicates a customer s decision to communicate with a business through any channel. Contact can refer to a phone call, an , a chat session, and so on. An interaction is a customer s actual reason for calling. For example, a customer might call a bank to enquire about adding a family member to his or her account. Because customers can contact a business for more than one reason, one contact can have more than one interaction. If the same customer also wants information on locating the nearest ABM, this would be a second, separate interaction. ICONS Throughout UWF, you will see the following default symbols. Each symbol indicates a different channel: chat facebook fax mail phone SMS social twitter web You will also see these alternative symbols, which represent the same channels described above Upstream Works Software Ltd. 4 P a g e

10 WORKING IN UWF UWF (Upstream Works for Finesse) is an omnichannel contact center desktop that allows you to handle customer contacts in whichever channel the customer chooses to contact your organization. STARTING WORK To start working in UWF, you log into Cisco Finesse, supplying your: ID Password Extension GOING READY AND NOT READY To manage your availability, use the Finesse Ready and Not Ready button at the top of your screen. NOTE: The list of Not Ready codes depicted in the above image may not match the list of phone states for your organization. In addition to the phone queue, the Ready toggle will also set your availability for work on other channels, such as and chat. When you make yourself Ready, you become available to receive work from any of the skills to which you are currently assigned. Different companies configure the Ready states in various ways in order to track how agents spend their time when they are not ready for calls. Some states are automatically set, but others can be selected by the agent Upstream Works Software Ltd. 5 P a g e

11 THE TASK BAR The UWF Task Bar simplifies the job of working with customers in a modern omnichannel contact center. The Task Bar provides a number of functions that allow you to manage customer contacts in a consistent way. The same simple set of commands works for all channels you are servicing. With the Task Bar, you can: Preview incoming contacts on the phone or omnichannel queue Accept contacts Create tasks manually Park and unpark tasks in order to free yourself up for other work Signal completion of a task to make yourself ready for more work Behind the scenes, the Task Bar performs a number of functions that are not visible to you as an agent but that make your life easier. This is because the Task Bar holds the information for tasks and contacts and shares it with other gadgets. The Task Bar makes it possible for you to flip between contacts and always have the right information available. Task Bar always sits at the top of the Finesse screen and remains in view as you switch from tab to tab. When you first log on to UWF, the Task Bar is blank. RECEIVING TASKS FROM A QUEUE When you go ready in UWF, you make yourself available for work on the phone or the omnichannel task queue. From your perspective as an agent, these function as a single virtual queue. The types of contacts that you receive depend on the skills to which you are assigned. If you have your internet browser open but not to the Finesse tab, a small notification will pop up to inform you of an incoming task. This ensures that you will not miss a contact if you move out of the Finesse tab. Please note that this feature may function differently on various internet browsers Upstream Works Software Ltd. 6 P a g e

12 Select Go to Finesse to be automatically redirected to Finesse. Alternatively, select Close to close the notification window and then manually return to Cisco Finesse. When a queued contact is presented to you, the Task Bar displays a preview showing information about the incoming contact. This preview lets you know: Who is contacting you The channel they are coming in on When they started the contact From and To contact information (in the example below, phone numbers) It also provides some recent history for the customer to help you prepare. Recent history information includes: The channel for the last contact How long ago it was 2014 Upstream Works Software Ltd. 7 P a g e

13 The reason for the last contact How many times the customer has contacted your organization in the last week Additional space for particular information that is useful for the agent to know. In this example, the additional data informs the agent that Ben Jones is a Platinum Customer o Please note: The information in these fields could be captured by an automated process, such as a database lookup. You will see symbols used in the task bar. Simply hover over them to see a full-text description. The availability of information depends on identifying the customer when they make the contact, for example by collecting digits on a phone call. If a customer is not identified or has no record in your business system, there will be limited information in the preview. ACCEPTING A CONTACT While a contact is being presented, the Accept button will appear on the Task Bar. The behavior for incoming contacts can vary depending on the queue settings and whether or not the agent accepts the contact. Contacts can be automatically presented after a timed interval. Generally, an agent who is Ready and skilled both for phone calls and omnichannel tasks will receive a phone call. If there is no phone call in the queue, an omnichannel contact (ex. , chat, etc.) is presented following a brief interval. If the agent fails to answer, contacts can be withdrawn following a pre-set timed interval and re-queued to be presented to another agent. o By default, an agent who fails to accept a contact is automatically placed in a Not Ready - Withdrawn state. They will remain in this state until they manually go Ready again. This behavior is configurable. Accept a contact by clicking Accept Upstream Works Software Ltd. 8 P a g e

14 When you accept a contact, the following things happen: The Interaction Capture gadget is pre-populated with any information collected about the contact. For multimedia contacts such as chat or , the contact is presented using the tools you need to handle it. Interaction History looks up the history of the customer. Time tracking starts for the contact. The context for the contact is available to other gadgets and applications. These actions are examined further in the following pages. MANUAL TASKS You also have the ability to start tasks independently of the queue. You can create a task while you are in a Ready or Not Ready state. STARTING AN INTERACTION MANUALLY Click the Create Task button. You will be presented with a selection of icons for the different types of manual interaction. Select an icon. Interaction Capture will open for your new interaction. From there, you can proceed as you would with other contacts. DELETING A MANUAL INTERACTION You can delete manual tasks using the X button that appears on the Task Bar. After clicking the X button, you will be prompted to confirm your choice Upstream Works Software Ltd. 9 P a g e

15 NOTE: Manual items are the only kind that you can delete. You can only delete a manual task before you hit Done. THE ACTIVE TASK AND CONTEXT The task you are currently working on is the active task. While a task is active, all of the information associated with the task is available to other gadgets and applications. This information is referred to as the context of the task. For example: The Interaction Capture gadget will display the information currently associated with the contact. This may be information that was automatically populated or filled in by the agent. Information associated with the contact may be used to synch other gadgets. For example, the customer identifier can be used to populate Interaction History. While a contact is active, two times are displayed in the task bar: Elapsed The total amount of time since the contact was first accepted. This time continues to add up while a contact is parked. Handle Time that the current agent has spent working on the task. This time only adds up while the task is active. COMPLETING TASKS To complete a task, click Done on the Task Bar. For live contacts (phone and chat), you can only click Done if the customer has ended the contact. If you did not complete all mandatory fields in Interaction Capture, you are prompted to do so. PARKING TASKS Tasks can be parked to allow you to work on other interactions. You can park tasks yourself. You can only park phone tasks if the customer has left the call. You may accept a second task. This causes your active task to be parked. While a task is parked, its context is preserved until you retrieve it. TO PARK A TASK 2014 Upstream Works Software Ltd. 10 P a g e

16 The Park button becomes available whenever you have an active task or contact. Click Park to park your item. The task is now inactive and the context is cleared. The parked task appears as an icon in the Task Bar s parking area. The small icon you see on the right-hand side gives you information about the parked task. In the following example, the icon reveals that a chat was parked at 10:11 am. After you have selected the Park button, you can make yourself available for other contacts or create a task manually. TO RETRIEVE A PARKED TASK Click the parked task s icon. It becomes your currently active task and its context is now be the active context. Any information you have entered into Interaction Capture will be preserved Upstream Works Software Ltd. 11 P a g e

17 UWF AND YOUR PHONE UWF is an onmnichannel smart agent desktop that fully integrates with Cisco Finesse. Many of UWF s gadgets function independently, but the phone channel is closely connected to Finesse and the Cisco queue. The phone gadget is configured by Finesse and can be set to always remain in view as you change from one gadget to another. Agents have different options for using the phone. They can use a physical handset, a softphone or a software application such as Cisco Jabber. Some UWF gadgets, such as directory, do interact with and control the phone. UWF AND PHONE STATE The UWF desktop is designed to coordinate delivery of task queue items with the phone queue. Agents in UWF use the Ready/Not Ready command in Finesse to make themselves ready. When an agent clicks Ready, they go ready on both the phone and the omnichannel queue. They are assigned contacts based on their skills. For an agent to be omnichannel only, they must have no phone skills assigned. For agents set to both phone and omnichannel, a phone call will be presented ahead of an omnichannel task. This is achieved through a timed delay. Remember, if an agent does accept an incoming phone call, the call will be withdrawn following a timed interval. You will automatically go Not Ready - Withdrawn. PHONE INTERRUPTS Agents can be in one of two states regarding phone call interruption: Phone call interrupts In phone call interrupts mode, the agent remains in Ready on the phone switch while they are on omnichannel tasks. The agent will receive a phone call ahead of an omnichannel contact. Phone call does not interrupt In this mode, the agent is set to Not Ready on the phone switch. The agent will not receive another phone call but can continue to work on omnichannel contacts. This setting is made per channel Upstream Works Software Ltd. 12 P a g e

18 LOGGING OFF It is important to note that agents cannot log out of UWF while in a Ready state. You must manually change your state to Not Ready. Change your state in the upper left corner by selecting an appropriate Not Ready state. Then, click on Sign Out in the upper right corner. EXITING UWF IN ERROR If you close your internet browser while you are working in UWF, you will be logged out of UWF. If this happens: Return to the UWF log-in page and enter your credentials. If you were working on a phone or omnichannel contact, UWF will restore the contact. Any parked items will remain parked. Click on their icons to finish your work. Gadgets such as Directory, UWF Team, View Tasks, etc., will not be restored. You must manually return to your work Upstream Works Software Ltd. 13 P a g e

19 INTERACTION CAPTURE Interaction Capture displays information for your current contact and gives you the tools to capture information about the reasons for the contact. In order to complete a task, you must capture any required information before you can click Done. The types of information you must capture may be different depending on your department role or the channel you are working in. Interaction Capture has a Contact block and an Interaction block. QUEUED CONTACTS When you receive a queued item such as a phone call, an or a chat, Interaction Capture fields will be prepopulated if the customer was identified during the contact presentation process. MANUAL TASKS A manual task is a task you create using the Create button in the Task Bar. When you create a manual task, all of the fields will be blank. CONTACT Contact contains information about the customer involved in the contact. Depending on the Type selected, different fields can be displayed. For example, a commercial contact might have a different profile than a personal contact Upstream Works Software Ltd. 14 P a g e

20 You should fill in any information that is not populated. INTERACTION The Interaction panel is where you collect information about the customer s reasons for the contact. Each customer contact is made for at least one reason. Each individual reason becomes an interaction, which gets logged in Interaction History. There are three default fields in the Interaction panel: Reason Reason Detail Comment You must always select a contact reason for an interaction. In most cases, you also have to choose a reason detail. Depending on the reason or reason detail you select, you may be presented with other fields to fill Upstream Works Software Ltd. 15 P a g e

21 In the example below, when the agent selects Schedule Status, two more fields appear for Product and Order Number. We can see that the customer, Holly, is calling about the status of an order. QUICK TYPE Quick Type is a set of fields situated just below the Task Bar. You can use these fields to quickly enter brief notes while talking to a customer. The contents of Quick Type become available when you right click in a field. You can then pick from the dropdown that appears. Quick Type is maintained separately for each contact. When you complete a task, its Quick Type contents are cleared. Comments is a freeform field that allows you to enter notes not easily captured by dropdowns. Below, you can see an agent inserting a comment from Quick Type entries Upstream Works Software Ltd. 16 P a g e

22 MULTIPLE INTERACTIONS FOR A CONTACT Because customers often call for more than one reason, there can be more than one interaction per contact. The agent will log a separate interaction for each reason that led the customer to make the contact. To capture information for an additional reason, create a new interaction by clicking the plus (+) sign. In the example below, the same customer, Holly, has decided to also add her son to her account. This is the second of her two reasons for calling. It counts as a second, separate interaction. To view one of the multiple contact reasons you have entered, click on the number that corresponds to the contact reason you want to see Upstream Works Software Ltd. 17 P a g e

23 Now that the agent has listed two separate reasons for the contact, there will be two entries for this customer s contact in Interaction history. For more information, see Multiple Interactions for One Contact. FINISHING A TASK When you are finished collecting information for all interactions, click Done. This will close the contact and save all information to Interaction History. For live contacts, you can only click Done and complete a task if the customer has left the conversation. For example, on a phone call, the customer must have hung up. You must fill all mandatory fields. If you skip any mandatory fields, you will receive a notice and the fields will be highlighted to alert you. After you click Done, all of the information you have captured is saved to Interaction History. In the example that we followed above, both interactions are logged separately, as in the picture below. AFTER COMPLETING A TASK When agents complete a task by hitting Done, what happens next will be determined by the channel they are working and their availability. Agents who have just finished a manual task will remain in the state they were in when they began the manual task Upstream Works Software Ltd. 18 P a g e

24 Agents who are completing a phone task will receive phone calls based on their settings on the phone queue. This is usually governed by the switch s Wrap-Up time settings. o Agents who finish their task and hit Done before the Wrap-Up state ends will receive a new call in one of two ways: They manually change their state to Ready. They wait for the pre-configured Wrap-Up time to run out. They will automatically be set to Ready. o Agents who do not finish their task before they hit Done can be interrupted by an incoming task. In this case, the uncompleted task will be parked. Agents working on omnichannel ( , Chat, SMS, etc.) contacts will receive a new contact based on their Phone Interrupts / Phone Does Not Interrupt setting. If you hit done on a Parked task, you return to the state you were in before selecting the parked task. Please note, if you manually change your state during any task, your state remains as you set it until you change it. TIME TRACKING Active time and parked time are tracked separately Elapsed The total amount of time since the contact was first accepted. This time continues to add up while a contact is parked. Handled Time that the current agent has spent working on the task. This time only adds up while the task is active Upstream Works Software Ltd. 19 P a g e

25 INTERACTION HISTORY Interaction History (IH) displays a historical record of customer interactions across all channels. It allows you to quickly review when and why a customer has contacted your organization. It also provides the tools to take a deeper look at a particular contact. Each row represents a single contact reason, so there can be more than one per contact, each with its own information. The information in Interaction History corresponds to the information displayed in the Contact and Interaction panels. There may be additional information if your system is doing background processing. INTERACTION HISTORY AND THE CURRENT CONT ACT Interaction History display defaults to the current contact as defined by the Customer Identifier field in the contact panel. When you accept a contact, if the customer has been identified, Interaction History is automatically populated with his or her history. If not, enter the Customer Identifier and click the History button to retrieve the history. For a contact on the phone channel, Interaction History automatically populates under the Contact block and the Interaction block (pictured above). For an omnichannel contact, Interaction History does not automatically populate. Instead, the channel specific Client appears. In the image below, a chat is in progress, so the Chat Client is automatically displayed Upstream Works Software Ltd. 20 P a g e

26 Click the History button in the Contact block to view Interaction History. Now, Interaction History appears below the Interaction Panel. To return to your chat view, hit Chat/SMS at the top of the page. Interactions are logged in Interaction History as soon as agents complete a task by clicking Done. If you have had Interaction History open for some time, click Refresh to view the latest entries Upstream Works Software Ltd. 21 P a g e

27 READING INTERACTION HISTORY Interaction History has a standard set of fields. The most important thing to remember is that fields correspond to the information that you capture as an agent or that is captured by other servicing agents or applications. Standard Fields include: Channel Indicated by an icon Start Time The service time of the interaction. For example, this would be the time that the agent replied to an or answered a phone call. Agent Agent name. This can also be the name of a service or application. Customer Type Name The name of the customer Customer ID The identifier that uniquely identifies a customer. Where appropriate, this may be something business specific, such as Account or Policy Number. Contact Reason Primary reason selected for the contact Detail Secondary reason Conversation link Clickable link to launch Interaction Viewer MULTIPLE INTERACTIONS FOR ONE CONTACT If a customer contacts your organization for more than one reason: Agents should capture each contact reason separately These are logged as multiple interactions in Interaction History In the example below, there are two entries for customer Jessie Tardif. Both were made at 9:09:52 AM on September 5 th, You can see that Jessie called for two reasons: To change his account information To make an inquiry about a product These multiple interactions are listed separately in The Interaction Viewer. THE HOVER OVER You may collect more information than fits into a single row in IH. You can see more information by holding your mouse cursor over the Start Time column of an entry Upstream Works Software Ltd. 22 P a g e

28 If you click on an entry, you will see a persistent window that remains in focus until you close it. THE INTERACTION VIEWER This feature may be restricted to supervisors. The Interaction Viewer gives you the tools to take a deeper look into a customer history. To open the viewer, open Interaction History. A list of interactions from oldest to most current is presented. First, identify the interaction you are interested in. Then, select the Conversation button on the right of the chosen entry Upstream Works Software Ltd. 23 P a g e

29 Interaction Viewer opens showing the customer s contacts in a list that includes the date, time, contact reason, contact reason detail and channel. Click on any value (date, time, or contact reason/contact reason detail) to view a detailed view of the contact. The number of items refers to the interactions recorded for that contact. Remember, if a customer calls for more than one reason, you can record Multiple Interactions for a Contact. You can expand the list further by clicking Next Upstream Works Software Ltd. 24 P a g e

30 When you expand any particular entry by clicking on it, different categories of information appear. What you see depends on the type of contact you select. For all interactions, you see the contents of the Comment field. For phone calls, you may have a link to a recording. (This requires the feature to be supported and you to have the permissions set.) For chat and text, you see a transcript of the conversation. For , you see a transcript of the exchange. For other types of contact, other features may be present. The following pictures show two examples. In the first image, a voice recording is playing. The next interaction, an , has also been expanded Upstream Works Software Ltd. 25 P a g e

31 In the second image, we have scrolled down the thread to see the reply. Click on any value (date, time, contact reason or detail) to collapse the detailed view. SEARCHING IH You can search IH by clicking the Search button and filling in the criteria for your search Upstream Works Software Ltd. 26 P a g e

32 Search results must meet all criteria you specify. In the Name field, you can enter a partial value. For example, Nic will return results for Nicole Ryan and Nicholas Roeg. If you refresh the IH screen, you will continue to see the results for the last search you specified. EXPORTING IH CONTENTS TO A FILE You can export the contents of Interaction History to a file. The file is in CSV (Comma Separated Value) format, which is handled by default by spreadsheet programs such as Microsoft Excel. This feature is extremely useful if you want to process the information in Interaction History. When you click Export, you are prompted to either save or open the file, based on the software available on your computer Upstream Works Software Ltd. 27 P a g e

33 For example, if you have Microsoft Excel and view the records: The file is downloaded to the Downloads folder set for your browser. The default file name is export.csv. The file contains records corresponding to those currently displayed in IH. If you are collecting fields not included in the display, they will be in the file. All fields are delimited by double quotes and separated by commas Upstream Works Software Ltd. 28 P a g e

34 More than ever before, is a major channel of communication for customers. In today s busy contact center, being able to handle customer s quickly and efficiently is increasingly important. UWF s gadget gives you all of the necessary tools to make handling an effective component of your contact center. The gadget is split into two main tabs beneath the Contact and Interaction blocks: Inbox Reply When you log into UWF, go Ready and click on the gadget at the top of the page, the following message appears: You must wait for an to be presented. Just like other tasks, s are presented on the Task Bar. Remember, if you do not accept, the will be withdrawn following a timed interval. You will automatically go Not Ready - Withdrawn. The gadget opens below Interaction Capture when you accept an contact. At first there is only an Inbox tab in the Client Upstream Works Software Ltd. 29 P a g e

35 You can read the text of the incoming in the Inbox tab. RESPONDING TO AN There are three ways you can respond to an . You can: Reply to it Forward it Mark it as spam REPLYING Click Reply to open a tab for the reply. You now have the tools you need to write and send a reply. The picture below shows a reply that is composed and ready to be sent. Edit your reply, and then click the Send button. The editor is html based and will allow you to cut and paste images and formatted text into your . FORWARDING You can forward the to another address. The interface is the same as the Reply interface except that the To field is not prefilled. SPAM Click Spam to mark the as spam. You will be prompted to confirm your selection. COMPLETING AN To complete an you must perform at least one of these actions: replying, forwarding, marking as spam. You can perform more than one of these. For example: You can send more than one reply. You can reply and then forward Upstream Works Software Ltd. 30 P a g e

36 As with any other task, you must complete any mandatory fields before you are able to click Done. CANCELLING A REPLY When you are working on a reply or forwarding an , your copy is always opened as a new tab. To cancel a copy, simply close the tab by clicking the x, as in the picture below. You will be prompted to confirm your choice. EDITING OPTIONS You have a number of editing options available to you in the formatting bar when you author an . PARAGRAPH STYLES Use the dropdown to set one of 4 styles: Normal, Heading 1, Heading 2 and Heading 3. Heading styles are shown below Upstream Works Software Ltd. 31 P a g e

37 FONT STYLES Select text and use the font style buttons to bold, italicize or underline text. LISTS Create bulleted or numbered lists by selecting text and using the list buttons. INCREASING AND DECREASING INDENTS Indent and decrease indents using the indent buttons. INSERTING A HYPERLINK You can insert a link to a web page. Click the Insert Link button. You will be prompted to enter the link in the format The part is prefilled for you. INSERTING A PICTURE Click the Insert Picture button. You can insert a picture using a link. OBSCURING PRIVATE DATA Sometimes you may receive an from a customer that includes private or sensitive information, such as an account number or password. In that case, you should mask the information in your reply. Select the text with the sensitive information. Click the Mask button Upstream Works Software Ltd. 32 P a g e

38 The selected text is replaced with asterisks (*). CLEANING FORMATTING Sometimes, you may paste in text from an application or web page that includes extra leading spaces or characters. To remove these unwanted characters: Select the text. Click the Clean Selection button. The leading characters are removed. ATTACHMENTS To add an attachment: Click the Add Attachment button Upstream Works Software Ltd. 33 P a g e

39 You are presented with a navigator window to locate the file you are attaching. Select the file you would like to add and click Open. Your attachment is listed next to the Add Attachment button. Repeat this process if you would like to add more than one attachment. Once you have composed your , hit Send Upstream Works Software Ltd. 34 P a g e

40 You should then get a confirmation that your message was sent successfully. Your attachment should be visible next to the paperclip symbol. INSERTING TEMPLATES Templates are prepared text that you can insert in a document to save typing time. Whenever you are editing a reply, the Insert Template button appears among the handling options. TO INSERT A TEMPLATE Click in the where you want to insert the template text. Click Insert Template Upstream Works Software Ltd. 35 P a g e

41 The Templates will be displayed. Select a template from the folders on the left. It is previewed on the right side. Navigate to the template and click Insert Template Upstream Works Software Ltd. 36 P a g e

42 CHAT AND SMS When you accept a chat or SMS contact, UWF presents you with the tools needed to engage in chat conversation. A Chat contact is initiated by a customer from a web page. An SMS contact is from a customer using their phone to text. ACCEPTING A CHAT A chat is presented like any other task. To begin chatting, click Accept. If you do not accept, the chat will be withdrawn following a timed interval. You will automatically go Not Ready - Withdrawn. CHATTING In this section, you learn about chats, but the tools are exactly the same for SMS. The layout of the Chat gadget is shown below. In this picture, an agent is working three chats. The chat interface shows the transcript for the currently active chat. To send a response, enter text in the field at the bottom and click the Send button. The transcript area shows you not only the current chat but also a record of the customer s previous chat interactions. This allows you to pick up the conversation where the previous agent left off Upstream Works Software Ltd. 37 P a g e

43 WORKING WITH MULTIPLE CHATS You have the capability to handle more than one chat at the same time. The exact number is determined by your profile. When you are working on a chat and another chat presents itself, you have the option of accepting this second chat. As before, click the Accept button. In this example, the agent is already chatting with a customer named Ben Jones when a new chat with a customer named Shelly Reed is presented. As soon as you accept the new chat, the current chat (Ben Jones chat in the example) is automatically parked for you. Its icon appears in the task bar. The context you now see is for the new chat (in the example, Shelly Reed) Upstream Works Software Ltd. 38 P a g e

44 Remember, if the customer has been identified by the system, the Contact block reveals their contact information. If the customer has not been identified, you have to manually fill in the contact and interaction block before you click Done. Each chat you are working on is represented by a tile on the left side of the chat interface. The active chat is shaded and sets the current context for UWF. Each tile shows you the channel icon (chat or SMS), customer name, the last entry in the conversation and the number of minutes since the last activity. You can toggle between chats by clicking the tiles. As you do so, the tile you select becomes the active chat. The other chat(s) are parked. When multiple tiles are present, the active chat s time tracking button remains blue. If a customer sends a message in a parked chat, that chat s time tracking button turns red to alert you. The image below gives an example Upstream Works Software Ltd. 39 P a g e

45 The following picture shows you a screen with a total of 3 chats, two chats parked and one active. You can see the parked icons at the top and tiles on the side. TEMPLATES Templates are pieces of prepared text that you can insert to save yourself typing. Templates are organized in folders on the right hand side of the chat interface Upstream Works Software Ltd. 40 P a g e

46 Select templates in the upper panel in order to view their contents. Use the Insert Template button to insert the selected template text. CUSTOMER DISCONNECTIONS A chat ends when a customer disconnects. The customer disconnection can happen for two reasons: The customer closes the chat window. The customer has stopped interacting. Following a period of inactivity, customers receive a notification that they are about to be disconnected. If they do not respond, the chat is closed. When a customer disconnects: You receive a last message notifying you that the customer has disconnected. The chat functionality is disabled for that contact. The task remains open until you complete all work and click Done. Your screen will look like the image below when you select Done for one chat but have another chat in progress. The remaining chat is still in a Parked state, although you can see the chat transcript. Click either the chat tile on 2014 Upstream Works Software Ltd. 41 P a g e

47 the left or the parked symbol to reactivate it. Then, you can continue to type and the chat s context will be restored Upstream Works Software Ltd. 42 P a g e

48 DIRECTORY Directory is a gadget that gives you: A click-to-dial list that you can filter by up to 3 categories. A queue display with real time stats and click-to-dial features. DIRECTORY LIST The Directory list is a sub-tab that gives you a list of contacts. Each contact has a value for: Name Organization Title Type Region Role Phone Social You can filter the Directory list using the Role, Type and Region dropdowns to restrict the contents Upstream Works Software Ltd. 43 P a g e

49 You can also perform a Search. The search pattern will match text in any of the display fields. MANAGING THE DIRECTORY The functions in this section are restricted to supervisors. Supervisors can: Add an entry Edit or delete an individual entry Edit the available filters ADDING AN ENTRY You can add entries to the Directory. In the directory tab, click Add Contact. A window appears asking for the contact s information. The field primary phone is the agent s direct number in the contact center. When you are finished, click the blue Add button on the lower right Upstream Works Software Ltd. 44 P a g e

50 You now see the contact listed in your directory. EDITING A DIRECTORY ENTRY To edit a directory entry, select the edit symbol on the right-hand side of the Directory. The following window appears. All of the fields are editable. Simply click into the field you want to change. When you are finished, select Save. You also have the option of deleting the entry by hitting the red Delete button on the left. After you hit Save, the green banner (visible below) confirms that you have made your changes successfully. You can also quickly delete an entry from the main Directory view by hitting the garbage can symbol on the righthand side of the panel Upstream Works Software Ltd. 45 P a g e

51 EDITING FILTERS You can edit the list of filters that allow agents to restrict the directory contents on display. You can edit the filters for each of Region, Role and Type. To edit a filter, click Edit Filter. A window appears that presents possible filters on the left. Click on a filter to see a list of filter options that fit within it. You can make several changes to the filter. It is possible to: Add a filter or filter option Edit the name of a filter option Delete a filter option 2014 Upstream Works Software Ltd. 46 P a g e

52 If you choose to delete a filter option, you will be prompted to confirm your request. THE QUEUE LIST NOTE: The Queue list is not supported in UCCX environments. The Queue list shows a list of queues and the current real time stats for the queue. You can restrict the list using the Type dropdown or the Search feature. The behavior is the same as for the Directory tab. The Extension field is click-to-dial. The following stats are displayed: Calls - The number of calls currently queued to this queue Longest Queue Time -- How long the oldest call has been in queue Agents Ready -- The number of agents assigned to the queue who are in Ready state Agents Not Ready -- The number of agents assigned to the queue who are in Not Ready state Active Inbound - The number of agents assigned to the queue who are in Talking state on inbound calls Active Outbound - The number of agents assigned to the queue who are in Talking state on outbound calls, not including Dialer calls Active Internal -- The number of agents assigned to the queue who are in Talking state on internal calls 2014 Upstream Works Software Ltd. 47 P a g e

53 o Internal calls are consult calls. When an agent on a routed call initiates an internal consult call, this statistic is incremented for the queue associated with the original call. Wrap Up Ready - The number of agents assigned to the queue who are in Work Not Ready state Wrap Up Not Ready - The number of agents assigned to the queue who are in Work Ready state EDITING QUEUE STATS To add a new queue: Go to the Directory tab. Go to the Queues sub-tab. Click Add Queue. The following window appears. Fill in the details. o o o o o PGName is the name of the Peripheral Gateway the queue is configured on. ID is the ID of the queue in UCCE and is used to retrieve the queue stats through the Finesse API. (Technically the UCCE Skill Peripheral Numbers.) Full Name is a display name Extension is the dial number for the queue Type is a category. Agents can filter the display by Type. You can edit existing users in the same interface by clicking the Edit icon next to an entry Upstream Works Software Ltd. 48 P a g e

54 UWF TEAM GADGET The UWF (Upstream Works for Finesse) Team Gadget provides supervisors and agents with statistics on their performance and the queues and skill sets they are servicing. To go to the Team Gadget, select it on the Finesse menu bar. NOTE: The image above may show gadgets that are not available in your Finesse environment. Agents can use the chat window to view performance statistics and communicate with other members of their team. Team Gadget has four components: Agent Statistics Multichannel Queue Statistics Phone Queue Statistics Team Chat NOTE: For UCCX 10 and higher, you can use Finesse s Live Data gadgets to access phone stats. WHO IS IN A TEAM Agents are defined and assigned to teams in the Cisco configuration. When you log in, your team information is retrieved by Finesse. AGENT STATISTICS Agents see their own statistics for the day. Supervisors see statistics for all agents in their team Upstream Works Software Ltd. 49 P a g e

55 Statistics are shown for the current day, starting at midnight. Agent statistics are updated at 15 minute intervals. The following columns are displayed: First Name Last Name Total Ready Total time logged on and ready Total Not Ready Total time logged on and not ready Total Contacts Presented Total calls presented including calls not answered Total Contact Handled Total calls handled and wrapped Average Active time Average handle time for all calls that were handled Average Wrap time Average wrap time for all calls that were handled OMNICHANNEL QUEUE STATISTICS Omnichannel queue statistics are displayed if agents are using the UWF Task Queue. As an agent, you see statistics for all skills to which you are assigned. As a supervisor, you see queue statistics for all skills to which you have team members assigned. The following columns are displayed. Skill Skills with items in queue. Channel You will see icons for all channels with contacts in queue. Click the icons to see a breakdown. Source Corresponds to an account, or business definition that has been set up for chat or SMS. Longest Wait 2014 Upstream Works Software Ltd. 50 P a g e

56 PHONE QUEUE STATISTICS Phone queue statistics are updated in near to real time. As an agent, you see statistics for all skill groups to which you are assigned. As a supervisor, you see queue statistics for all skill groups to which you have team members assigned. The following columns are displayed. Queue Name # Calls Number of calls currently in queue Max Time Age of the oldest call in queue Ready Number of agents assigned to the queue who are in a Ready state Not Ready Number of agents assigned to the queue who are in a Not Ready state Active o o o In Number of agents active on an inbound call Out Number of agents active on an outbound call Other Number of agents active on other call types Wrap Up o Ready (Pending) Number of agents assigned to the queue who are in a Work Ready state o Not Ready (Pending) Number of agents assigned to the queue who are in a Work Not Ready state TEAM CHAT The team chat panel allows you to chat with other members of your team. All team members who are currently logged on to the system are available for chatting Upstream Works Software Ltd. 51 P a g e

57 HOW TO CHAT 1. Type your chat text where it says Type here to chat. 2. Pick the recipient from the list of team members. You can also select Entire Team. 3. Click Send. RECEIVING TEAM MEMBE R NOTICES You are notified when team members log on or off Upstream Works Software Ltd. 52 P a g e

58 CLEARING THE CHAT SCREEN Click the Clear button to clear the chat screen Upstream Works Software Ltd. 53 P a g e

59 THE MARQUEE The Marquee is a scrolling message bar placed above the Task Bar. One of its functions is to deliver messages and content that your company would like to share with you. The Marquee can be set to rotate through multiple messages. As the messages scroll across the Marquee, you can click on a message to see more detailed information. This may be in the form of a small window or a web page. The marquee s second function is to notify you that there is an incoming contact that has not yet been accepted. This is called a queue stats message. It tells you important information about the incoming contact, including the channel it is on and how long it has been waiting Upstream Works Software Ltd. 54 P a g e

60 Click on a queue stats message to receive a full display of all stats based on the Team stats display. It gives you a breakdown of the omnichannel queue. It can also be configured to show phone queue stats as well. CREATING A MARQUEE MESSAGE This feature is only available to supervisors. The Marquee is managed by an administrator using a separate application. The information that is presented to you in the Marquee is based on the team you belong to in your organization. This is set by the policies of your organization. Because Marquees are assigned by team, all agents and supervisors who share the same Marquee see the same messages. Only supervisors have the ability to add messages. Once the Marquee has been configured, open the Message tab at the top of the page to add a message. You are now able to write a new message and add it to the marquee Upstream Works Software Ltd. 55 P a g e

61 You can then edit the following fields: Message title Enter the text that will scroll across the Marquee. Feed Select a Marquee feed. A feed is a group of messages that are grouped together. Priority Select a priority for the message: High, Medium or Low. This determines the frequency of display. Active time Select a start and end time for the message. Description Enter more text that will appear in a separate window when the user clicks the scrolling message. You can format this text Upstream Works Software Ltd. 56 P a g e

62 KPI (KEY PERFORMANCE INDICATOR) KPI is a gadget that is available to supervisors only. To use it, click on the KPI tab at the top of your Finesse window. KPI generates a report on agent interactions and presents the data in a drillable format to deliver increasing detail as required. This is the same data that appears in the UWF for CUIC Historical Reports. It is organized according to agent and is complete up to approximately 15 minutes. One key function of KPI is to report the time spent on each interaction. It breaks an agent s average contact time into three categories: - Handle Time: Total handling time, including parked time and active time - In Contact: The total active time spent on a contact - Wrapup: Total time elapsed between the moment the customer ends the contact and the moment the agent selects Done. Phone only. The following image presents an example. The second function of KPI is to report the contact reason and contact reason detail of each interaction. Click on an agent s name to view the contact reasons for each interaction. In the example below, Bruce Banner completed seven interactions: 3 about account inquiries; 1 about a request to close an account, 1 about a request to locate services, and 2 about set up Upstream Works Software Ltd. 57 P a g e

63 Click on one of the contact reasons to view the specific contact details. Continuing with the same example, you can see that Bruce Banner s two contacts about Set Up each had a different specific detail. One person wanted to set up a new account. The other requested assistance with a product change. SETTING KPI PARAMETERS Supervisors can set the parameters of the report by clicking on Select. This allows the supervisor to set the start date, end date and channel. Supervisors can also set the list of agents presented in the KPI report by clicking Preferences. This gives supervisors the ability to restrict KPI to specific agents. To do so: Click Preferences. A list of agents appears on the right. Agents on this list who have been active within the day of the report will already be included in the report. There is also a list of agents on the left. Agents on this list are excluded from the report. Select agents from the Available Agents list on the left. Hit Add to add them to the KPI report Upstream Works Software Ltd. 58 P a g e

64 Select agents from Agents viewed by this supervisor on the right. Hit Remove to exclude them from the report Upstream Works Software Ltd. 59 P a g e

65 TASK VIEWER The Task View gadget is only visible to supervisors. It allows supervisors to review all open tasks. Use this gadget to see the active and parked tasks currently assigned to agent. You can use Task Viewer to review currently active and parked tasks so that you can take appropriate action if tasks are not being completed. Task view displays the following information: Channel Agent Name Assigned time Customer Name If recorded Customer ID if recorded Status Active or Parked Status Time Time it went to this state Outlier Check to exclude from report calculations ADJUSTING THE TASK VIEWER There are two main settings that supervisors can set to configure the search results: Status: Supervisors can search for active tasks, parked tasks or both. Status time: Supervisors can search all tasks, tasks that have been open for more than 1 hour, or tasks that have been open for more than 4 hours Upstream Works Software Ltd. 60 P a g e

66 MARKING AN OUTLIER Supervisors can mark a contact as an outlier to exclude its time from reports. o This is a special case, to be used if an agent has walked away from an active item for a long period of time Click the Outlier checkbox. Click Mark Outlier to commit changes. All items with a check mark will be excluded from time reports Upstream Works Software Ltd. 61 P a g e