User Guide Text Handler

Note: An additional Anywhere365 WebAgent license required.

Note: An Enterprise license or higher is required to access these features.

Introduction

The Text Handler uses the Anywhere365 WebAgent for its interface. This manual will focus on the actions that can be done for Text Handling. Learn More about the other feature of the WebAgent.

Signing in to WebAgent

To use the WebAgent to handle communications, an Agent or Supervisor must sign in with valid credentials.

To sign in to WebAgent

Open a web browser page to the following URL:
https://webagent.anywhere365.io/
The WebAgent sign in page will appear:

Sign in using your Anywhere365-enabled account (Sign-in address + Password).

Note: If you are using an Office365 authentication methdo, make sure your browser is not set to block pop-ups.
If a username is required it will be prompted after you have clicked “Sign in”.
After logging in, you will be ready to start using the Anywhere365 WebAgent.

Login UCC

Note: Only needed when you are a Formal Agent A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. in a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

Click open your account in the top right
Select Manage Profile
Toggle the state to sign in

Icon	Action	Description
	Sign Out	User is currently active, click to sign out.
	Sign In	User is currently inactive, click to sign in.
	Informal	User is Informal and doesn't have the option to sign in or out.

Incoming Text

When the user is ready for a new text and an text is queued, the user will automatically be offered the text.

Text buttons:

During an incoming text there a three buttons available. The following describes what functionality they have.

Icon	Action	Description
	Disconnect	With the Disconnect button you can reject an incoming dialogue.
	Transfer	With Transfer, you can transfer to another skill.
	Accept	With the Accept button you can accept an incoming dialogue.

Email Session

After clicking the accept button, the text is assigned to the agent. New controls will appear.

Email session buttons:

During an text session you have access to control buttons. The following describes what functionality they have.

Icon	Action	Description
	Reply	With Reply, you can sent a reply to the customer.
	Forward	With Forward, you can sent a message to an other email address.
	Transfer	With Transfer, you can transfer to another skill.
	Handle	Mark the text as handled. Closing the session.
	Tread	Show the complete tread of the text. Including previous messages in previous sessions.

Reply

After accepting the text, the client will pop open the response window. In here you can typ your answer and press send.

Forward

If you want to forward information to a external party, you can use the Forward button. This will open a new window where you can enter the email address of the external party and the message you want to send.

Note: Replies from the external party will be added to the thread.

Message to external party

Message from external party

Predefined responses

Note: Predefined responses need to be configured first, Learn More

Besides typing your response.

You can also select a predefined response by clicking on the icon. The responses are configured in the SharePoint list.

Tread

In the tread you can read back previous responses. All responses are linked based on a unique id. In the case if the customer send another responds, this will be available in the tread. You can open the tread by clicking on the icon.

Transfer

To transfer the session to another skill. You first need to receive or handle an text. During the session click on the icon and search for a skill.

The text will now be put in the queue of the other skill.

Timeline

Note: Universal Timeline Service required, Learn More

The timeline shows information about previous contact moments with the customer. You can open it by clicking on the icon. Based on the customer contact information all contact moments are loaded. In the top bar you can scroll to the dialogues and by clicking on the dialogue the timeline details are shown. These details contain information about which skill was chosen, which agent accepted, if the dialogue was transferred and more.

Tip: Combining with the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service will also use the Phone and Email endpoints of a selected contact.

Classification

Note: Call Property Service required, Learn More

During a dialogue you can select a predefined Classification from the configuration page. Classification tab can be opened by clicking on the icon. After selecting the correct one you can press submit. This will send the data to database, which can be loaded in the Dialogue Intelligence reports.

Search Text

When a user want's to lookup an text conversation, they can use the "Search Text" feature. This can be done by clicking on the icon in the side bar.

Search Items

To start searching, you can enter your search criteria in the search bar. Optionally you can select a specific attribute to search on. Alternatively if you press enter, it will search all attributes.

Attribute	Description
Sender	Search on the Sender field of a Text. The URI who started the conversation.
Receiver	Search on the Receiver field of a Text. The URI who the conversation was sent to.
Subject	Search in the Subject (header) field of a Text.
Content	Search in the Content (body) field of a Text.
UCC	Search on the name of the UCC connected to a Text.
Skill	Search on the name of the Skill connected to a Text.
Reference ID	Search on the Reference ID of a Text. Reference ID is an unique ID created per Text conversation.

Search Filters / Advanced Search

If you want to use an even more detailed search, you can open the filter by clicking in the icon. This will open the filter options.

Filter	Description
From	Only show conversations after the entered date time.
Until	Only show conversation before the entered date time.
Inbound	Only show inbound conversations. Customer send to the Dialogue Manager.
Outbound	Only show outbound conversations. Agent replies to the Customer.
By UCC	Only show conversations on the selected UCCs.
By Skill	Only show conversations on the selected Skills.

Search results

After entering your search criteria, you will get your search results. Based on the state of the conversation you can will get a different reaction on the "show" action by clicking on the icon.

Waiting

Icon	Action	Description
	Take	Take the session from the waiting queue. The conversation will now be offered to the Agent.
	Preview	Show the conversation as a preview. From here you can see the content of the conversation and you will have the option to "Take" the session.

Archived

Icon	Action	Description
	Show	Open the archived session.

Search Settings

From the Search Settings, you have the option to switch the view. The settings can be opened by clicking on the icon. Here you can switch between "Compact" and "Extended" view.

Compact = A compact view of the results, with the following attributes:
- Type = The type of the conversation.
- Sender = The URI of the sender.
- Skill= The Skill where the conversation is connect to.
- State = Show the current state of the conversation
  - Waiting = The conversation is waiting in the queue.
  - Connected = The conversation is connected to an agent.
  - Archived = The conversation is completed and archived.
- Duration = Show the duration of the conversation. Time between condensation created and now.
Extended = Compact view extended with the following attributes:
- Subject = The subject (header) field of the conversation.
- Reference ID = Reference ID is an unique ID created per Text conversation.
- Received date and time = The datetime the conversation was received.