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Platform Elements

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User Guide Text Handler

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).

  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 AgentA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. in a UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

  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.

 

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.

 

Reply Text

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

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.

Respond

Respond on the current text.

 

Answer

To answer the text, you can click on the icon. This will pop open the response window. In here you can typ your answer and press send.

 

Predefined responses

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

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.

Classification

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.