WebAgent for ServiceNow User Guide

Note: Additional Anywhere365 WebAgent and CTI Integration license required.

Introduction

This user guide explains on how to use the WebAgent in ServiceNow.

 

Launch the application

1. In ServiceNow click on the phone icon in the top right.

   

2. Click the button to launch the Anywhere365 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

1. The WebAgent sign in page will appear:



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

   Note: If you are using an Office365 authentication method, make sure your browser is not set to block pop-ups.

3. After logging in, you will be ready to start using the Anywhere365 WebAgent.

Login 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.

 

Incoming Calls

Incoming Calls can both be directly or via the UCC. When an incoming call pops-up, you will see who is calling and you are able to pick-up or ignore the call directly. You can also see were the call is coming from.

 

 

Call Buttons

In the Call controls the following buttons are available. The following describes what functionality they have.

Icon	Action	Description
	Hold / Resume	Click to put the call on hold. Click again to resume the call.
	Disconnect	With the Disconnect button you can disconnect a current dialogue or reject an incoming dialogue.
	Transfer	With Transfer, you can transfer a Call to another person or a Skill . The workflow can be found in the section "Transfer".
	Mute / Unmute	Click to mute your microphone. Click again to unmute.
	Add Participants	Add more participants to the current conversations.

 

Incoming call via the UCC example

Let's say someone calls the main number of your company and that this main number is connected the an UCC. Your company uses 1 Skill and 2 Agents who are using the Reception Attendant. The caller will automatically be forwarded to an Agent with that particular Skill. So in this case, you or your colleague. While the call is in the queue, the UCC will look for an available Agent. If you are Available, the call will be forwarded to you and the Reception Attendant will ring, so you can answer the call.

If your colleague is hunted for the call, but he or she is not answering, the call will stay in the queue. You can pick it up from there or wait until the UCC decides to hunt another Agent (in this case, that would be you, if you are Available of course).

Putting calls on hold

There are various reasons to put a caller on hold, when you need to have consultation with a colleague (whether or not you transfer the caller) or when another call is incoming.

To put the current caller on hold, press the Yellow “pause” button or take a call from the Queue.

When a call is on hold, the icon will change to .

 

CRM Button bar

At the bottom of the Anywhere365 – WebAgent there is a button bar that provide easy access to common places inside client. After an incoming conversation is accepted, these buttons will be enabled based on your current context.

 

Icon	Action	Description
	Open contact details	Will open the Contact Card, this button is enabled if there is a single match on the phone number of the caller and you are currently not viewing the Contact Card.
	Create contact	Will create a new Contact, this button is enabled if there are no matches on the phone number of the caller.
	Open activity details	Will open the Call Activity, this button is enabled if there was a single match on the phone number of the caller, which triggered the generation of the Call Activity.
	Create Incident	Will create a new Incident.
	Create Problem	Will create a new Problem.
	Create Change Request	Will create a new Change Request.
	Toggle Size	Will make the Anywhere365 WebAgent larger / smaller.
	Settings	Will open the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. settings for the Anywhere365 WebAgent.

 

CRM Settings

Setting	Description
Search after accepting conversation	Only start searching after accept. If turned off, will search when hunted.
Enable wildcard search	Switch to a wildcard search instead of a equals search.
Single match: Pop Details	When a single contact is found and setting is enabled, open the contact page.
Multiple matches: Pop Details	When a multiple contacts are found and settings is enabled, populate the search page.
No Match: Pop page to create a new	When no match contact is found and settings is enabled, you can select which page to open. Options: Contact, Incident, Problem, Change request.
Pop contact when switching sessions	When enabled and you switch session in the WebAgent, the corresponding contact page is opened.

 

CRM Activity

When the WebAgent is embedded into ServiceNow it will perform some automated actions. Below the details what is available.

Open user	Based on the incoming session a contact is search, this helps the agent to quickly get to the right page. There are 3 scenarios for this. By default the search is performed when the session is received. But with the CRM settings you can toggle it to only search when accepting a conversation.
One user found	When a single user is found it will automatically populate a page. By default this is the Detail page, but this can be altered in the CRM Settings.
Multiple users found	When multiple users are found it will automatically populate the search page with the results. From here you can select the desired user and link the conversation.
No user found	When no is found it will automatically populate the search page with the results. From here you can create a new user. After creating the item, make sure you link the conversation.
Activities	When a conversation is linked to a contact, we will trigger the creation of an activity. The action will be performed by the signed-in user, so make sure they have permission to create an activity.
Create activity	The creation of activity is done in 2 steps. First an item is created when accepting a conversation and a contact is linked. The next step happens when the conversation is handled, this will trigger an update on the "Duration" field of the activity.

 

Fields that will be entered:

• Subject = An automated message, for example: "Inbound call from +31123456789"

• Call From = Linked to the signed in user.

• Call To = Linked to the connected contact.

• Phone Number = The phone uri of the caller.

• Direction = The direction of the conversation.

• Duration = How long the conversation was active, updated after handling the conversation.

 

Activity warnings

If for some reason the activity could not be created, the WebAgent will inform the user about this. Below the possible warnings:

 

 

Audio Recording Control

Note: Both UseAudioRecording (on UCC settings) and AgentCanEditAudioRecording (on UCC settings) must be true. Learn More

Behavior

 

Transferring Calls

Note: To use the Call Buttons, you need to configure the Remote Call Controls, Learn More

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

Direct Transfer

A direct transfer is also know as a blind transfer. In this scenario you transfer the conversation directly to another contact. If successful the conversation will be transferred, if unsuccessful the conversation will remain at the agent.

Initiate via buttons

1. Have an active call

2. Click on the icon and search for a contact to consult

   Note: Optional you can select the specific endpoint, for example mobile.

   

3. The conversation will now be offered to the contact:

   1. If contact accepts, the conversation is transferred to the contact

   2. If contact refused, you remain connected to the customer.

 

Delight transfer

A delight transfer is consulting with the transferee while the customer is part of the consult. This will make sure the right information is handed over.

Initiate via Drag and Drop

1. Have an active call

2. Search for a contact in the contact pane

3. Drag and drop the contact on the "Release to Delight Transfer box"

   Note: Optional you can select the specific endpoint, for example mobile.

   

4. The conversation will now be offered to the contact:

   1. If the contact accepts, you are now in a delight transfer

      

   2. If the contact refuses, you remain connected with the customer

 

Initiate via Buttons

1. Have an active call

2. Click on the icon and search for a contact to consult

   Note: Optional you can select the specific endpoint, for example mobile.

   

3. The conversation will now be offered to the contact:

   1. If the contact accepts, you are now in a delight transfer

      

   2. If the contact refuses, you remain connected with the customer

 

During a delight transfer

During the delight transfer you have the following controls:

Icon	Action	Description
	Disconnect Consult	With the Disconnect button you can disconnect the consulted party.
	Hold / Resume	Click to put the call on hold. This will mute your microphone and speakers. Click again to resume the call.
	Mute / Unmute	Click to mute the your microphone. Click again to un-mute.
	Add participant	Add more participants to the current conversations.
	Disconnect Consult	With the Disconnect button you can disconnect the consulted party.
	Transfer	Hand over the consulted party and leave.

 

Consultative transfer

A consultative transfer is consulting with the transferee while the customer is on hold.

Initiate via Drag and Drop

1. Have an active call

2. Search for a contact in the contact pane

3. Drag and drop the contact on the "Release to consult box"

   Note: Optional you can select the specific endpoint, for example mobile.

   

4. The conversation will now be offered to the contact:

   1. If the contact accepts, you are now in a consultative transfer

      

   2. If the contact refuses, you remain connected with the customer

 

Initiate via Buttons

1. Have an active call

2. Click on the icon and search for a contact to consult

   Note: Optional you can select the specific endpoint, for example mobile.

   

3. The conversation will now be offered to the contact:

   1. If the contact accepts, you are now in a consultative transfer

      

   2. If the contact refuses, you remain connected with the customer

 

During a consultative transfer

During the delight transfer you have the following controls:

Icon	Action	Description
	Disconnect Consult	With the Disconnect button you can disconnect the consulted party.
	Mute / Unmute	Click to mute your microphone. Click again to un-mute.
	Transfer	Hand over the consulted party and leave.

 

Skill transfer

A Skill Transfer enables you to put the conversation into another Skill queue or sent it to a Forward Skill.

 

Initiate via Buttons

1. Have an active call

2. Click on the icon, click on the "Skill Transfer" tab, and search for skill

   

3. After selecting the conversation is disconnected and transferred to the skill.

 

Outgoing Calls

Note: To perform an outbound call, you need to configure the DCI. Learn More

Selecting outbound phone number

An outbound call will be done based on the main endpoint of the selected UCC. You can switch numbers by selecting another UCC in the MePerson (Menu can be opened by clicking on your profile top right).

 

Contact

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

An Outgoing Call can be started from any contact card:

 

Dial pad

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

 

Call History Tab

Note: Only audio conversations handled in Anywhere365 will be displayed here.

 

Outgoing Email

Selecting outbound email address

An outbound email will be done based on the first configured Email Dialogue Provider of the selected UCC. You can switch mailboxes by selecting another UCC in the MePerson (Menu can be opened by clicking on your profile top right).

 

Initiate via Contact

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

An Outgoing email can be started from any contact card:

 

Initiate via New Email button

Sending an Outbound Email

Note: Contacts are searched via Microsoft Graph in the Azure Active Directory, filtered on Organizational Users.

After selecting a new email via the contact or via the New Email button, a window will appear. In here you enter the Receiver and Subject. After completing the email, you can send it with the "Send" button.

 

Wrap-up Time

Behavior

 

Contacts

On the right side of the WebAgent you will find the contacts. These contacts can be displayed in two ways.

 

 

 

 

Frequent transfers

This group will automatically be generated based on data received from the Universal Timeline Service. The Universal Timeline Service will generate a list of your top transferees, using the Call Detail Database.

 

 

 

Queue

 

Queue Settings

From the Queue Settings, you have the option to configure the view. The settings can be opened by clicking on the icon.

Here you have the following actions

• Grouping Options = Change the grouping of the queue to one of the following attributes:

  • Agent = Group by Agent assigned to this conversation. If no Agent is assigned, shows "Not assigned".

  • Channel = Group by Channel, for example Email, WhatsApp, etc.

  • Receiver = Group by Receiver of the conversation.

  • Skill = Group by current assigned Skill of the conversation.

  • Status (default) = Group by 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.

  • UCC = Group by UCC of the conversation.

• Sorting Options = Sort the queue by on of the following attributes:

  • Agent = Sort by alphabetic order of the assigned Agent uri.

  • Duration (default) = Sort descending by duration.

  • ReceivedDataTime = Sort ascending by datetime the conversation was received.

  • Skill = Sort by alphabetic order of the assigned Skill name.

• Email View = Change the view of Email items:

  • 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.

 

Contact Information

Previous Contacts

Timeline

Cases

Classification

Agenda

The agenda can be opened with the . After signing in you can see your current agenda of today.

Icon	Action	Description
	Day	See the Agenda items in a per day view.
	Month	See the Agenda items in a per month view. From here you can select the day you want to see.
	List	See the Agenda items in list view.
	Previous	Go to the previous day or month.
	Next	Go to the next day or month.
	Today	Return to today.

 

Open contacts Agenda

1. Search for a contact in the contact panel.

2. Click on the contact and select the more options button.

   

3. This will open a menu, in here you can select "See Agenda".

   

4. This will open the agenda pane with the agenda information of the contact.

 

Call History

The Call History shows information about previous audio conversations of the Agent. You can open it by clicking on the icon. Based on the historic information of the UCC (CDR Database) the previous audio conversations are shown.

• All = All audio conversations where the Agent was the Initial Agent or the Initial Transferee.

• Incoming = All incoming audio conversations where the Agent was the Initial Agent or Initial Transferee.

  Note: This only includes conversation where the Agent accepted the conversations. Hunts are not included.

• Outgoing = All outbound audio conversations (Outbound intercepted, Initiated via the Dialpad, or Click to Dial) where the Agent was the Initial Agent.

• Missed = All direct inbound audio conversations (Inbound intercepted) missed by the Agent.

  Note: This does not include hunts of regular incoming UCC conversations.

 

Side bar

From top to bottom:

Icon	Action	Description
	Incoming	Shows the calls that are currently in the Queue
	Contacts	Providing search capabilities to find contacts and initiate chats / calls to them
	Call history	Overview of historical calls with ability to call back contacts, or remove them from the list. Note: Only visible in combination with Universal Timeline Service
	Search Text	When connected to the Dialogue Manager, you can search preview text based conversations. Note: Only visible in combination with Dialogue Manager
	Dialpad	This opens the dial pad. From here you can enter a phone number to initiate an outbound call. Note: Only visible when the Agent is configured for DCI.
	New Email	This opens the new email menu. From here you can enter the information to initiate an new email session. Note: Only visible in combination with Dialogue Manager and Email Dialogue Provider