Virtual Contact Center

Transcription

1 Virtual Contact Center Zendesk Integration with 8x8 Contact Center Agent Guide Revision 1.0

2 Copyright 2014, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s.

3 8x8, Inc Integrating with 8x8 Contact Center App Preface Use this document to learn about the configuration of Zendesk Integration with 8x8 Contact Center application. About 8x8, Inc Virtual Contact Center from 8x8 is the fastest and easiest way to deploy a world class contact center. Virtual Contact Center makes it easy to manage all of your customer interactions phone and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industry-leading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, realtime monitoring, desktop sharing, reporting, and much more. 8x8, Inc 2125, O Nel Drive, San Jose, CA USA SALES: SUPPORT: vccsales@8x8.com i

4 8x8, Inc Integrating with 8x8 Contact Center App Contents Introduction...1 Key Benefits...1 Before you begin...1 How do I log in to 8x8 Contact Center?...1 After logging in to 8x8 Contact Center app...2 How do I activate integration with 8x8 Contact Center?...2 How do I set up a phone to receive calls?...3 How do I check my queue assignments?...3 Handling Inbound Calls or Chats...3 Pre-requisites to receive Interactions...3 What happens when I am offered a call or a chat?...3 What is a typical call flow?...3 What is the Screen Pop behavior for a phone call?...4 What is the auto log behavior?...4 What is a typical chat flow?...4 Troubleshooting...5 ii

5 Introduction The integration with 8x8 Contact Center application brings phone and chat communication in to Zendesk environment. With this app, you can interact with your customers via phone and chat media without leaving Zendesk. You can be better informed and prepared to answer customer calls by previewing relevant customer record details before accepting a call. During an inbound call, the app tracks if the caller is an existing user by searching the Zendesk database. On finding a matching record, it presents the record for you to preview and prepare for the call. Key Benefits Using the 8x8 contact center app, you can: Manage customer phone calls and chat requests Preview matching ticket or end user record details before accepting a call Track call and chat log of end users Set your status to accept or block interactions Check status of other agents and communicate via phone or chat Before you begin Before you begin, gather Login credentials of Zendesk account Login credentials of 8x8 Contact Center agent account How do I log in to 8x8 Contact Center? 1. Log in to your Zendesk account. 2. On the top right hand corner of the Home screen, click the 8x8 app icon. The application launches. 3. At the prompt, enter user Id and password to login in to the app. (Consult your Supervisor for credentials) Note: Multiple invalid login attempts may lock you out. 4. You are now logged into the app. The app launches placing you on Break status. 1

6 For more information on agent status, refer to the Quick Start Guide. 5. Change your status to Available or Work Offline. For a quick overview of Agent Console, refer to the Agent Console Quick Start Guide. Important: The integration does not support media. After logging in to 8x8 Contact Center app Follow this checklist to get started. Activate the Zendesk integration Set up a phone number to receive calls Check your queue assignments How do I activate integration with 8x8 Contact Center? To activate the integration, you must save your Zendesk login credentials in the 8x8 app. 1. From the Menu drop down, select Profile. Your agent profile allows you to set up Zendesk credentials. 2

7 2. Navigate to External CRM section. 3. Add your Zendesk account login information. Your integration is now active. How do I set up my phone to receive calls? You can set up a softphone or a hard phone to receive calls. 1. From the Menu drop down, select Profile. 2. In the Personal settings, enter a phone number of SIP URL. 3. Click Make Verification Call to verify the phone number. 4. Make sure the phone number is in the right format. Save. How do I check my queue assignments? To process phone and chat interactions from the app, you must be a member of phone and chat queues. Note: Phone queues are separately defined for inbound and outbound communication. 1. From the profile, navigate to Queue Assignments area. 2. Click the tab for phone or chat queues. 3. Make sure your queue assignment is active. Handling Inbound Calls or Chats Pre-requisites to receive Interactions An inbound call/chat is offered to you if: Your status is available You are a member of the queue to which the call is routed. What happens when I am offered a call or a chat? If the application is open, the phone tab or the chat tab blinks red indicating an inbound interaction. If the app is closed, the app icon in the header bar blinks red indicating an inbound interaction. What is a typical call flow? 1. When a call is offered, the phone tab blinks red. 2. If the caller is an existing customer, the end user record pops allowing you to preview the record details. 3

8 3. Click Accept. The call is established. 4. After processing the call, click End call. 5. The post processing time initiates. This is your time to wrap up notes for the call. Note: Your Administrator sets the Post Processing timer. 6. Click End Post Processing or wait for the call to terminate. What is the Screen Pop behavior for a phone call? During an inbound call, the 8x8 Contact Center app tracks if the caller is an existing user by searching the Zendesk database. On finding a matching record, it presents the record for you to preview and prepare for the call. This process is referred to as Screen Pop. Based on the call flow set up by your administrator, the screen pop presents: A matching end user record or A matching ticket In the absence of matching records, Zendesk creates a new record. What is the auto log behavior? On terminating a call, the 8x8 app generates an auto log and updates the ticket with the log details. The call log is automatically associated to: An existing open or pending ticket or A new ticket (if the matching ticket is closed) In the absence of a matching ticket, a stand-alone ticket is generated and updated with the auto log. What is a typical chat flow? 1. When a chat is offered, the chat tab blinks red. 2. If the caller is an existing customer, the end user record pops allowing you to preview the record details. 4

9 3. Click Accept Chat. The chat is established. 4. After processing the chat, click End Chat. 5. The post processing time initiates. This is your time to wrap up notes for the chat. 6. The Post Processing timer is set by your Administrator. 7. Click End Post Processing or wait for the chat to terminate. The screen pop and auto log behavior for chat is identical to phone media. The chat log includes chat transcript. Troubleshooting Issue Possible Fix I am unable to receive any calls Check your agent status. You must be in Available state to receive calls. Check phone number settings and make sure you have set up a valid phone number or SIP URL. Check if you are assigned to the right queues. The Screen pop does not work Check if the External CRM credentials in the agent profile are valid. 5