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User Guide Text Handler

Note Additional Anywhere365 WebAgent license required.

Note Enterprise license and higher

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 Web Agent.

 

Sign in

Login WebAgent

  1. Open your WebAgent.

  2. Log in with your Anywhere365 enabled account (Sign-in address + Password).

    Note: When using Office365 as authentication, make sure your browser does not block the pop-up.

  3. If a username is required it will be prompted after you have clicked “Sign in”.

  4. 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.

  1. Click open your account in the top right

  2. Select Manage Profile

  3. 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.

 

If you are the last agent in a skill, you will get a feedback based on the UCC setting "FeedbackAgentsLeftInSkill", Learn More

Confirmation

Warning

Error

 

 

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 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.