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Revision as of 02:30, July 25, 2020
Learn about the features and controls that enable an agent to handle interactions and other key tasks.
Contents
When it's time to enable all the features and controls that make your agent’s job possible and manageable, you should think of the agent’s workday as a series of stages. In each stage, there’s a myriad of options and controls that enable the agent to complete that stage before moving on to the next. Let’s look at the stages and the configurable options that apply to each.
Logging in
The first thing an agent does is log in. This can include login to Agent Desktop, Team Communicator email, the intranet, and other internal resource sites.
Receiving a call or message
When an agent receives a call or message, the information the agent receives about the incoming call or message and the actions the agent takes from that point on is determined by the options you configure.
- Screen pop options
- Case and toast data
- Accepting and rejecting a call - Auto answer and decline options:
- Caller ID options (See also Add and manage Caller ID)
- Outbound options
Call handling and control
This stage includes everything from how the agents answer, make, or schedule a call, forward a call or email, switch between channels, handle call conferencing, how they place a call on hold, and so on.
Finding answers
There are going to be times when agents will need to obtain information from an internal or external source in the middle of the a customer interaction. The agent might obtain this information from an internal source, such as another agent, supervisor, or department, or the agent might look to external sources, such as websites, for the answers.
Working with contacts
Agents also deal with contact records – this is stored information about each and every contact they interact with. You’ll need to determine how the agents will find these records and interaction history and whether they can create contact records.
Contacts and contact management.
Configurable options by channel:
Post-interaction tasks
When an interaction with a customer ends, the agent will always have wrap-up work to do. This can include dispositioning the interaction, making notes about the interaction, scheduling a followup call, etc. Here are the related tasks:
Dispositions: General information about dispositions
Disposition options are available for all channels:
Options related to post call duration and marking records after an interaction has ended are available for the Voice channel.
Activity reports and statistics: