
This blog post will explain the process of setting up a phone and chat channel in the Agent Desktop(Console) Add-On, provide visual examples of incoming and outgoing calls and chats, some important points to keep in mind during this integration.
This integration eliminates the need for agents to switch between different applications, saving them time and manual effort. Thus, improving their productivity and enables them to handle more customer queries.
Prerequisites:
Configuration:
Incoming Call:
Upon receiving an incoming call, the caller's identity is recognized, and the customer hub is automatically opened based on the phone number associated with the customer.
The interaction is saved in the Timeline Tab as shown below:
By expanding the interaction, it is possible to view additional information such as call duration, a link to the call recording, notes and the agent who was responsible for the interaction.
Outgoing Click-to-Call:
Outbound calls can be placed simply by clicking on the phone number of a customer or contact. These calls are also logged in Interactions, just like incoming calls.
Incoming Chat:
Upon receiving an incoming chat, the person's identity is recognized, and the customer hub is automatically opened based on the email address associated with the customer.
By expanding the interaction, it is possible to view additional information such as chat duration, chat transcript, notes and the agent who was responsible for the interaction.
You can also view the tickets associated with each interaction under the section "Linked Items". The source of these tickets are populated as either "Telephony" or "Chat," it will be easier to analyze the data for reporting purposes.
Points to consider:
For more information, refer Service Agent Console. Thanks for reading!
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