WebAgent Functional Feature Overview
Introduction
The below overview gives you information about which features are available in specific setups.
Conversation Controls
Conversation controls can be used to directly control the active conversation.
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Teams Audio |
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WebChat |
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SMS |
Generic |
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Accept incoming With the Accept button you can accept an incoming dialogue. |
Via Teams |
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Initiate Outbound Initiate a conversation with a contact. |
(Via DCI) |
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Hold / Resume Put a conversation on hold so the other participant cannot hear you. |
(Via Remote Call Controls) |
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Disconnect Disconnect from a conversation. |
(Via Remote Call Controls) |
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Add participants Add more participants to the current conversations. |
(Via Remote Call Controls) |
(add CC) |
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Direct Transfer With Transfer, you can transfer the conversation to another contact. |
(Via Remote Call Controls) |
(Forward Email) |
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Delight Transfer With Delight Transfer, you can transfer the conversation to another contact while making sure all information is handed over. |
(Via Remote Call Controls) |
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Consultative Transfer With Consultative Transfer, you can transfer the conversation to another contact while putting the customer on hold. |
(Via Remote Call Controls) |
(Forward Email) |
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Skill Transfer With Transfer, you can transfer to another skill. |
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Recording Controls When an agent is handling a conversation with an active recording, if enabled they have the option to control it, Learn More |
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Predefined responses A predefined response is a message you can add to your reply. (Canned Responses in the settings, Learn More |
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Receive Attachment Receive attachments to on customer message. |
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Send Attachment Add attachments to your reply. |
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Send and Adaptive Card as your reply. |
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Conversation Details
Conversation details show you additional information about a conversation.
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Feature |
Teams Audio |
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WebChat |
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SMS |
Generic |
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Timeline The timeline shows information about previous contact moments with the customer, loaded via the Universal Timeline Service. |
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Classification During a dialogue you can select a predefined Classification, which will be added to the Call Detail Recording via the Call Property Service. |
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Tags Tags can be used as extra labels set on a message. |
(Via Category) |
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CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Contact Information The contact information show additional information about the contact loaded via the CRM Service. |
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CRM Contact Search You can directly search a contact via the CRM Service. |
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CRM Case Information The case information show cases of the contact loaded via the CRM Service. |
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CRM Case Search You can directly search a specific case via the CRM Service. |
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Queue
In the queue tab of the overview you can see which conversations are in the queue. From here you will be able to interact with the conversations.
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Feature |
Teams Audio |
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WebChat |
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SMS |
Generic |
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Queue Settings / Filtering From the Queue Settings, you have the option to configure the view. |
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Queue Details In the queue tab of the overview you can see which conversations are in the queue. |
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Search Text In the search text tab you can search for a specific conversation based on your criteria. |
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Take from Queue Take the session from the waiting queue. The conversation will now be offered to the Agent. |
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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. |
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