Dialogs (e-mail, chat & social media)

“Dialogs” is where you can receive and answer e-mail, chat and social media requests, if your solution is set up with one of these features. In the desktop client, the Dialogs window can either be activated as a side panel or a separate window, but in the web client only as a side panel. If the dialogs window is not already activated for you, you can manage this yourself in the client’s menu.

Allocation limitations

As a main rule you can only be allocated to one request at a time, but there is an exception for chat enabling you be offered up to eight simultaneous chat requests, in addition to one call, e-mail, or social media request. If you are handling one or more chat requests you can (as an option) be offered a request from one of the other channels at the same time, but you can not be offered a chat while you are handling a request from one of the other channels.

E-mail

When beeing offered an e-mail, relevant request-information is shown in the "Dialogs" window, when offered to you. You can choose to reject the e-mail to send the request back to the queue, or you can choose to accept the e-mail whereas the e-mail itself is opened in the e-mail system you are using e.g. Outlook. If you do nothing, the request is offered to the next ready agent within x seconds and the information in the e-mail request window disappears. If you accidently close the actual e-mail and need to open it again, you can click on the "Re-open" button, available after having accepted an e-mail.

Transfer e-mail
You can transfer e-mails to other e-mail queues or other agents (requires a set-up). By pressing the "Transfer" button (made available after having accepted an e-mail) you will be able to search for e-mail queues and agents. If you make an "empty search" you will be given a list over available queues you can transfer to. You can filter the agent-search by marking the "Show only logged on e-mail agents" checkbox.

When you transfer an e-mail to another agent, it will appear in the agents Personal Queue. The information field in "Queues" will pulsate and notify the agent with relevant information.

Put e-mail in personal queue

You can also put e-mails in your personal e-mail queue if you need to handle it later, or you need to prioritize phones, chats etc. for a while. To put an e-mail in you personal queue, just press the "Personal Queue" button (made available after having accepted an e-mail).

Finish e-mail

After having handled the e-mail you must click on the x symbol on the e-mail tab to close it. You will then become available for new requests.

Chat

To receive chat requests you must be logged on with a profile that contains the chat queue(s). When beeing offered a chat, relevant request-information is shown in the "Dialogs" window, when offered to you.


Chat request in a queue

When being offered a chat request you can choose to reject it or accept it. If you reject the request, it is put back in the queue and offered another agent. If you accept it, you are immediately connected and can start the conversation. If you are in another conversation, the new chat will appear in a new tab in the window.

When you are handling multiple chats you can distinguish between the tabs by their color. Your active tab is white, while the other tabs are grey. The tabs can have different symbols on their right hand side and these symbols are used to explain the chat’s current status.

Cross icon is used to close/end the chat and will only appear on an active tab.
Star icon indicates that a new request has been allocated to you.
Chat bubble icon indicates that the chatter in a non-active tab has sent you a new message. If configured by your supervisor the tab itself will start blinking after x seconds (threshold is configured by your supervisor).
Sleep icon can both appear on active- and on non-active tabs. It only appears if configured by your supervisors and indicates that there hasn’t been any activity from the chatter during the last x seconds (threshold is configured by your supervisor).

Warning when closing an active chat window

If you accidentily close a chat tab that still has a connected chatter, a warning window will pop up asking you if you are certain that you want to close the chat. If the chatter has disconnected from the chat session the warning will not pop-up and you will be able close the chat tab without a warning.

 

Chat action buttons
The chat window in the client has several features to help you out during a chat conversation.

 

Pre-defined messages: You can have set of pre-defined messages that you can send to the chatter. Click on the icon to see the predefined messages your supervisor has configured for you. When you choose one of the titles the belonging to message will appear in your text window and if you press “Enter” on your keyboard or the "Send" button, the message will be sent.
Emoticons: It’s possible to send different emoticons. Click on the “Emoticon” button in the client and select the desired icon.

Invite other agents: When you click on the “Invite” button a new window will appear. Here you can search for agents and invite them in to your chat. If you want to invite more agents you must invite them one by one. You can also filter your search to only show ready agents. 

If your solution has multiple chat queues you can also search for other chats queues and transfer your chat conversation to them.

Hyperlink: Basically you can enter- or paste an e-mail address or URL in the chat’s text field, and it should automatically be turned into a hyperlink. But for more advanced hyperlink features you can use the Hyperlink button:

 

To send active links and e-mail addresses to the person you are chatting with, you can click on the “Hyperlink” button and a new window will open. Here you must select if you want to send a URL (link) or an e-mail address.

If you want to send a URL you can choose the protocol and type in the actual URL. When sent, the chatter will be able to click on the link and open it in a separate internet browser window.

To send an email address, choose e-mail as the link type and write the email address and click on “OK”. The chatter will then be able to click on the email address which will open up the local email client in the chatter’s PC.

 

Spell-check: You can activate spell-check on what you write by clicking on the “Spellcheck” button followed by “Enable SCAYT” (SCYAT - Spell Check As You Type).

Words that are not spelled correctly will now have a red underline. To correct your mistakes, choose the misspelled word and right-click with your mouse. You will then see a list of suggested words and you can then choose the correct word or ignore the suggestion. If the word is spelled correctly but is not in the dictionary e.g. because it’s an industry term, abbreviation etc. you can Add this as a word in your dictionary and it will not be seen as a spelling error next time you spell check.

You can configure how SCYAT works by clicking on the “Options” button. Please note that “Options” (e.g. for language settings) only becomes available after you have Enabled SCAYT.

  Private messages between agents: In a chat conversation where you have one or two other agents invited, you can send hidden messages to each other by clicking on the "eye" icon. Private messages are visible for other agents, but invisible for the chatter. Once you have sent/received a hidden message you can see that it was hidden because of the eye next to the agent name in the chat dialogue. Click on the "eye" icon again to deactivate private messages.

The hidden message will not appear in the chat logs sent to the chatter after the conversation. They will however appear in your organizations chat logs, therefore hidden messages can be used to add internal notes to the chat. This can be useful if other agents or supervisors review the chat dialogues afterwards.

Ending a chat conversation

If the chatter ends a chat conversation by clicking on the exit- or x button in his interface, you will receive a message on your chat interface letting you know that the chat has ended.

If you want to end a conversation, you can click on the x icon in the top right corner of the chat tab. A chat tab must be selected for the x icon to appear.

Social Media

Connect supports both public and private social media requests from your company’s Facebook and Twitter accounts. To receive social media requests you must be logged on with a profile that contains them.

When receiving a social media request you are asked to reject or accept it. If you reject the request, it will be sent to the next ready agent. If you accept the request, it will appear in your dialog window and you can start answering it. If you do nothing, the request will be sent to the next ready agent within x seconds and the social media tab will disappear.

Answering a Social Media post

After accepting a social media request you can easily see relevant information about the content. In addition to the message it self, you can see if it’s a 1) Facebook or Twitter request, 2) if it’s a public or private message, and 3) which account it concerns.

The interface also has a couple of action buttons in addition to “Like” or “Comment”. If the content of the page by any reason does not load correctly, you can click on the 4) “Reload” icon to reload the content, or the button for opening the content in a separate web page. If you need to access the post directly in the social media interface (e.g. to copy the link to the post) you can do so by clicking on the 5) button for this. Please note that if not signed in to Facebook/Twitter with an admin user account, you will hereby respond through your own account with your own name.

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