Dialogue Cloud

Web Agent Functional Feature Overview

Note Additional Anywhere365 WebAgent license required.

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.

Feature

Teams Audio

Email

WebChat

WhatsApp

Accept incoming

With the Accept button you can accept an incoming dialogue.

Via Teams

Initiate Outbound

Initiate a conversation with a contact.

(Via DCI)

     

Hold / Resume

Put a conversation on hold so the other participant cannot hear you.

(Via Remote Call Controls)

 

 

 

Disconnect

Disconnect from a conversation.

(Via Remote Call Controls)

Add participants

Add more participants to the current conversations.

(Via Remote Call Controls)

(add CC or BCC)
 

 

Direct Transfer

With Transfer, you can transfer the conversation to another contact.

(Via Remote Call Controls)
     

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)
     

Consultative Transfer

With Consultative Transfer, you can transfer the conversation to another contact while putting the customer on hold.

(Via Remote Call Controls)

(Added in v 6.22)

     

Skill Transfer

With Transfer, you can transfer to another skill.

(Added in v 6.23 via Remote Call Controls)

Recording Controls

When an agent is handling a conversation with an active recording, if enabled they have the option to control it

(Added in v 6.22)

 

 

 

Predefined responses

A predefined response is a message you can add to your reply.

 

Receive Attachment

Receive attachments to on customer message.

 

 

Send Attachment

Add attachments to your reply.

 

 

 

 

Conversation Details

Conversation details show you additional information about a conversation.

Feature

Teams Audio

Email

WebChat

WhatsApp

Timeline

The timeline shows information about previous contact moments with the customer, loaded via the Universal Timeline Service.

Classification

During a dialogue you can select a predefined Classification, which will be added to the Call Detail Recording via the Call Property Service.

Tags

Tags can be used as extra labels set on a message.

 

(Added in v 6.22)

 

 

CRM Contact Information

The contact information show additional information about the contact loaded via the CRM Service.

CRM Contact Search

You can directly search a contact via the CRM Service.

CRM Case Information

The case information show cases of the contact loaded via the CRM Service.

CRM Case Search

You can directly search a specific case via the CRM Service.

 

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.

Feature

Teams Audio

Email

WebChat

WhatsApp

Queue Settings / Filtering

From the Queue Settings, you have the option to configure the view.

Queue Details

In the queue tab of the overview you can see which conversations are in the queue.

Search Text

In the search text tab you can search for a specific conversation based on your criteria.

 

Take from Queue

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.