Starting the Omni Desktop

You can start the  Omni Desktop interface in two ways, according if you're using:

• the Motion Phonebar: click on the button  and your credentials (login name and password you used to log in the Phonebar) will be automatically passed to start the Omni Desktop 

• External Phones, Soft Phones or WebRTC bar: 

type https://YOUR-MOTION-IPADDRESS/login and enter the Agent Username and Password in the Login panel to access the integrated multi-channel environment:

After logging in, the XCALLY Motion Omni desktop window will be shown with the following header on top of it:

and using the buttons and commands in this section the Agent is able* to:

*The Administrator can disable some of these functions for the Agent.

**Login, Logout, pause/unpause 

If the agent configuration done by the Administrator has the Typology field set as:

• External (Telephones or Soft Phones) or WebRTC (telephone bar as embedded function), then the agent will be able to login, logout, pause/unpause (for all the queues he/she belongs to) from the Omni Desktop Interface

Example Case 1: for External or WebRTC pauses can be set on the Agent Omni Desktop Interface:

Click on in order to select the right Pause description if you want to choose anyone different from the Default Pause.

• Phonebar, then any action (login, logout, pause/unpause) should start on the Phonebar and the Web Interface will reflect the changes accordingly.

Example Case 2: if the Agent sets a Pause on the Phonebar, his status on the Omni Desktop Interface is set to Pause as well:

The Agent can start or stop the Pause clicking on the respective buttons, but in some other contexts the pause can start:

• automatically, if there are some actions the Agent must do before proceeding (e.g. a Disposition is mandatory requested on the interaction just managed). In this case the pause will end as soon as the operation requested is finished
• at the request of a supervisor (e.g. on the Realtime monitor).

Auto Answer 

If enabled by the Admin, the interactions are assigned to the Agent without him accepting the notification. 

In this case, the Agent sees the icon  on the header.

Clicking on it, a window with the channels enabled with the auto answer feature are shown, with the flag .

It is possible to see also the auto answer delay in seconds.   

The WebRTC Bar

You can find the WebRTC Bar documentation on this page.

Clicking on the header button   the Agent/Supervisor can access the Internal Messenger: and see all the available recipients (those with a green badge are currently logged and those with a red one are not): Use the Search (by name) or Select (by status: Online/Offline/All): and find your message recipient from the list:

After selecting a recipient, you can immediately start typing your message: When the recipient receives the message, a badge will appear on the Internal Messenger button: where the number shown on the badge refers to the the total number of messages unread: Just click on this button to open the Messenger. The message received is put on top of the list and you'll see a badge number to show how many unread messages you've received from that sender To reply, just type you message and send it. You can very easily exchange messages like in the following example, where the conversation takes place between an Agent and a User (Supervisor):

The Administrator (Admin) or the Supervisor (User) can also configure Internal Messenger Groups to enable the Agents to exchange information among them.

Clicking on the header button   the Agent/Supervisor can access the Internal Messenger GROUPS section:

and see the list of the Groups they belong to, like in the following example:

The Agent can exchange messages with all group members (if the group administrator has enabled this function. Eventually, the group administrator can decide to enable the Agent only to receive messages).

Let's see how the Agent can use it:

• the Agent receives a notification   of the incoming Internal Group Message
• then clicks on the header button  showing the number of unread messages on the blue badge
• now opens the GROUPS section  and finds which group the unread message belongs to (there is a badge   containing the number of unread messages in the group icon)
• and finally reads the message and replies to the group 

The Omni Desktop Sections

The Omni Desktop Interface is a useful view to monitor and configure the everyday activities carried out by the agent.

Anytime an Agent starts a new activity, a new TAB is opened on the Omni Channel Desktop, like in the following example:

In these tabs you find the icon of the activity, a key (identifier for the specific service) and the sign to click for closing the tab:

• if the Agent closes the tab of a Contact file, the system reminds that any unsaved changes will be lost.

• if the Agent closes the tab of an Interaction, he can choose to set the interaction as:
  • Closed
  • Closed and Disposed 
  • Open (Mail interactions can also be set as Open-Pending, or any other customized sub-status)

The Agent can open as many tabs as needed and switch from one to the other (if many tabs are open, you can navigate among them using the scrollbar).

Dashboard

The dashboard contains real-time views that give the agent information about:

• Queues panel shows information about the list of voice queues and queue campaigns the agent is logged into.
• Waiting Queue Interactions panel shows real-time information about waiting calls in the queues the agent is logged into.
  
  

The Dashboards are available for each Channel:

Click on the channel name in order to see the specific dashboard.

Scheduled Calls

The Scheduled Calls section contains the list of all the calls that have been rescheduled by the Agent during a Dialer Campaign or assigned to the Agent by the Administrator:

The Scheduled At and the Campaign values are marked as green if they are still valid (data and time is not expired) and red if they are not.

The Agent can click on the three dots menu and:

• Edit the Hopper and change the schedule for this call: 

• • Delete the Hopper (delete the scheduled call)

The Agent can call the contact (whose name is shown in the Full Name column) clicking directly on the phone number:

Recordings

The Recordings section shows all the recorded calls managed by the agent. The agent will be able to see the following information:

(All the list entries can be sorted in ascending/descending manner (click on the column name and the up/down arrows will appear). Moreover, filters can be set on Start date and Call Type.)

• • Type: type of the calls (inbound, outbound, internal, dialer or all)
  • UniqueID: uniqueID of the call
  • Caller: caller phone number
  • Called: the number called
  • Connected: the actual number connected
  • Queue: name of the queue the call was recorded in
  • Rating: rating of the call (given by the Administrator)
  • Audio: hear a preview (ONLY for .wav format) or download call recordings.
  • Date: date of the recording

• •  Download Voice Recording: If the agent has been given permission, the selected recording file can be downloaded from the three dots menu .

The "Channels"

In the "Channels" Sections, the Agents can see all the interactions (Chat, Email, SMS, Fax, OpenChannel) occurred.

In the following picture you see the standard Channel Interactions List Header, which shows:

• • the  button to search for interactions based on the content of the column fields (they can be different depending on the channel)
  • Select Start Date range: it filters results by the Started At
  • Select Read/Unread to filter by message status: Read/Unread (default=all)
  • Select Status to filter by interaction status: Open/Closed (default=all)
  • Select Substatus to filter by interaction substatus: available only for Email channel and you need to select Open status first
  • Select Account or Website: this information is specific for the channel interaction
  • Select a user (the "owner" of the interaction)
  • Select a tag: it filters results by the tags inserted by the Agents to already managed interactions
  • the  button is used to search selected items using sophisticated and multiple conditions (the advanced search  is available starting from ver. 2.4.14) 
  • the  button is used to refresh the page contents
  • the  +  button is used to create a new interaction (if this function is available in the actual context)

In the Interactions List you see the following information:

• • ID (sortable asc/desc): it is the unique id of the interaction 
  • Watching sign : it displays if any agent is currently viewing/editing the interaction (hover the mouse over the sign to see the agent names)
  • Contact (sortable asc/desc): the name of the contact with whom the interaction is exchanged
  • Subject (sortable asc/desc): the subject of the interaction (available only for Email list)
  • Started At (sortable asc/desc): the date and time the interaction has been started
  • Last Message (sortable asc/desc): the date and time the last message of the interaction has been sent  or received 
  • Status (sortable asc/desc): the interaction status (e.g. Open, Closed)
  • Agent: this column shows the name of the last Agent who made any change to the interaction (e.g.: Me, Not Assigned, Agent1, etc.)
  • Account or Website: this column shows the short name of the customer interaction entry point (e.g. a website for a chat, an email account, and so on)
  • Tags: this column shows if the interaction has been tagged (hover over the tag sign to see the tags names)

When the Agent opens/accepts an interaction, the tab headers show:

• • all the Agents that are currently viewing or editing the same interaction: 

  and f you hover over the Agents icons you can see their names.

• • specific information about the interaction:

• • • the Channel icon (in this example the Email icon)
    • the interaction unique id
    • a short name defined in order to identify the point of interaction
    • the status of the interaction (Open/Closed/Open-Pending)
    • a timer showing the time since when the interaction has been received (only for Open or Open-Pending interactions)
      
      
      

Moreover, specific actions can be performed on the interaction, according to its type.

Anyway, in every interaction type you'll find the following action icons: 

• • click on  and the menu will be shown, like in the following example:

• • click on  in order to download the current interaction. For Chat Channel, Email Channel and Open Channel, if the Agent has been given permission, interactions' attachments can also be downloaded. 

In the following chapters you can find the documentation about all the Channels available on XCALLY Motion Omni Desktop Interface.

If the interaction tab is open but the Agent is working on something else, a red badge  appears on the tab, any time a new chat is received regarding the same interaction (where the number shown is the number of unread messages).

If the customer closes the interaction, it will be closed also on the agent's side.

If the Agent closes the session clicking on the  sign in the session tab:

and confirm:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

If the Transfer option is set by the administrator in the Website Settings, the Agent can also see this command in the menu  in order to redirect the chat interaction:

to another queue or to another agent (among the online and not in pause status agents):

and the system will let you choose among those available:

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:

CONTACT	INTERACTION	JOURNEY
Info icon false To add more details in the Contacts Manager file, click on More	Info icon false It refers to the current interaction	Info icon false All the interactions with are coming from Chat Channels. You can filter the interactions by channel and by date using the filters above. Info icon false Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on

The list of the interactions managed by the Agents will be available on the Chat Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by Start Date, Read/Unread, Status (namely: Open/Closed), Website, Agent (the first one who managed it), Tags:

The interactions can be searched by: 

• • interaction ID
  • message text
  • contact first name
  • contact last name

Click the  button, insert the search string and confirm.

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .

The interactions in the list can be:

• • Open 
  • Closed (by an Agent)
  • Closed Unmanaged (the interaction request has not been managed)

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation

• • Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
  • Clicking on the three dots menu , the agent can apply the following commands to the selected interaction:
    • Show the interaction contents
    • Download a pdf transcript of the interaction, with or without attachments (depending on Agent's permissions)
    • Close and (eventually) dispose the interaction.

You can use the Advanced Search button   and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to:

• • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

Email

The Email Channel Section shows all the interactions managed by the Agents and coming from external Email Systems. 

The Email Channel allows you to define the Email Accounts that the Agents, belonging to specific Email Queues, will share and use to send and receive Email messages in the standard XCALLY Motion Omni Desktop Interface.

The XCALLY Motion Email Channel provides some ready-to-use interfaces towards mailing systems (like Gmail, Yahoo, Hotmail and so on) but the System Administrator can very easily configure new ones. 

The Customer and the Agent can exchange email messages (including files, emoticons, pictures and so on), reaping the following benefits:

• • the Customer can use market standard email systems
  • the Agent interaction happens inside the XCALLY Motion common environment
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 

Customer's side

Agent's side

the customer sends an email message using an external system (in this example Gmail):

after accepting the notify of the incoming email request, a new email tab opens: The Agents can use these buttons  in order to reply, reply to all and forward the message.   Replying or forwarding a mail message can be suspended and the message can be saved by the Agent as a draft copy and opened and finished later by the same Agent who saved it. In this case: if the icon  is grey, it means that there is no draft message saved for this interaction if the icon  is red, it means that there is a draft message saved previously (using the  button) and linked to this interaction. If you click on this button the draft will be reopened The Message (with or without its attachments) or only the message Attachments (if there are any) can also be downloaded clicking respectively on the last two buttons:  The Agent can also set the email as unread (if this function has been enabled by the administrator), clicking on and than on Mark as unread: If the Agent replies or forwards it, the new-message form shows like the following: The Agent can attach one or more files (each one must not exceed 25 MB size) clicking on the attach button . Info icon false the Show original message switch (default=off) at the bottom of the panel allows the Agent to see the full list of messages exchanged in the same interaction If the Transfer option is set by the administrator as possible, the Agent can also see this command in the menu in order to redirect the email message: to another queue or to another agent (among the online and not in pause status agents): and the system will let you choose among those available (in the picture the list of all the queues): The Agent can type the answer or use the canned answers to reply to the message, choose the mail format, attach files and Send it clicking on the button  It is also possible to click on the down arrow of the Send button and choose one of the following options: Send as and choose a Substatus (e.g. Pending or one of those made available by the Supervisor) Info icon false title About Open Substatus Pending (or any other customized sub-status of an open message) is set by the Agent in order to highlight a message: this status is automatically removed anytime the email has been replied by the customer Send and Close The Agent can also decide to suspend composing a message (a new one or one as Reply/Forward to a received message) and to continue later, clicking on the button : doing this, the message is temporarily saved as its draft is linked to this interaction. Info icon false title About the message draft Please note that: each interaction allows only one draft message at a time to be saved. You can write as many messages you like but as soon as you try to save a draft, if there is already one for the same interaction, you will be notified that if you continue the old draft will be replaced by the new one; when you compose a message you can save it as a draft as soon as the interaction is open: if the interaction has been closed since when you saved the draft (for example, by another agent) your draft will be deleted; only the Agent that has saved a message as draft can see it, but some limitations apply: the agent must access to the e-mail environment from the same browser used before on the Agent workstation no local storage cancellation must be performed (otherwise all drafts will be deleted) All the messages that have been saved by the Agent will be shown minimized in boxes at the bottom of the Mail Interactions List: They can be deleted by the Agent clicking on the  near the name of the draft. In order to reopen a draft message and to continue composing and eventually sending it, just click on the box of the minimized draft you see at the bottom of the email interactions list  or open the interaction itself and click on the red sign . When you open a draft message, the whole interaction will be opened as well. Info icon false The name of the draft message is shown as: "ACCOUNT KEY - TO"  or "ACCOUNT KEY -SUBJECT", in case the To field is empty. In case the fields To and Subject are both empty, the message is shown as "ACCOUNT KEY - Untitled". In the examples above, the Account Key is SERV for both drafts, followed by the destination address (for the first one) and the subject (for the second one).

To send a New Email Message, just click on the button  you find in the right side of the Email Interactions List header, choose from the the proposed list one of the email Account you are configured to use and compose the message:

The operation is the same as described above (in the example of how to reply to a customer's e-mail).

If the interaction tab is open but the Agent is working on something else, you'll see a red badge  any time you receive a new email regarding the same interaction (where the number shown is the number of unread messages).

If the Agent closes the session clicking on the  sign in the session tab:

and confirm:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:

CONTACT	INTERACTION	JOURNEY
Info icon false To add more details in the Contacts Manager file, click on More	Info icon false It refers to the current interaction	Info icon false All the interactions with are coming from Email Channel. You can filter the interactions by channel and by date using the filters above. Info icon false Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on

The list of the interactions managed by the Agents will be available on the Email Channel Interactions List:

If the email Subject is underlined when you hover over the text you'll see the first lines of the last message content, like in this example:

This function can be disabled by the Administrator (see: Settings-General).

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account (Me, Not Assigned, All), Agent (the first one who managed it), Tags (multiple choice):

The interactions can be searched by: 

• • interaction ID
  • message text
  • subject
  • contact first name
  • contact last name
  • contact email address

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .

The interaction Status can be:

• • Open
  • Open - Sub-status (where Pending is a default sub-status but many more can be added by the administrator)
  • Closed (by an Agent)
  • Closed Unmanaged (the interaction request has not been managed)

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation.

• • Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
  • Clicking on the three dots menu , the agent can apply the following commands to the selected interaction:
    • Show the interaction contents
    • Download a pdf transcript of the interaction, with or without attachments (depending on Agent's permissions)
    • Close and (eventually) dispose the interaction.

You can use the Advanced Search button  and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to:

• • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

SMS

The SMS Channel Section shows all the interactions managed by the Agents and coming from Short Message Service systems. 

The SMS Channel allows you to define the SMS Accounts that the Agents, belonging to specific SMS Queues, will share and use to send and receive SMS messages in the standard XCALLY Motion Omni Desktop Interface.

The XCALLY Motion SMS Channel provides some ready-to-use interfaces towards Short Message Service Providers (like Twilio) but the System Administrator can very easily configure new ones. 

The Customer and the Agent can exchange SMS messages, reaping the following benefits:

• • the Customer can use market standard SMS systems
  • the Agent interaction happens inside the XCALLY Motion common environment
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 

If the interaction tab is open but the Agent is working on something else, you'll see a red badge  any time you receive a new email regarding the same interaction (where the number shown is the number of unread messages).

If the Agent closes the session clicking on the  sign in the session tab:

 and confirm:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the SMS interaction:

to another queue or to another agent (among the online and not in pause status agents):

and the system will let you choose among those available:

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:

CONTACT	INTERACTION	JOURNEY
Info icon false To add more details in the Contacts Manager file, click on More	Info icon false It refers to the current interaction	Info icon false All the interactions with are coming from SMS Channel. You can filter the interactions by channel and by date using the filters above. Info icon false Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on

The list of the interactions managed by the Agents will be available on the SMS Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Website name, Agent (the first one who managed it), Tags (multiple choice).

The interactions can be searched by: 

• • interaction ID
  • message text
  • contact first name
  • contact last name
  • contact phone number

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .

The interaction can be:

• • Open 
  • Closed (by an Agent)

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation.

• • Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
  • Clicking on the three dots menu , the agent can apply the following commands to the selected interaction:
    • Show the interaction contents
    • Download a pdf transcript of the interaction (depending on Agent's permissions)
    • Close and (eventually) dispose the interaction.

You can use the Advanced Search button   and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to:

• • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

Open Channel

The Open Channel Section shows all the interactions managed by the Agents and coming from external Channels ( remember that only the Administrator can open XCALLY Motion to new channels. If you are XCALLY Motion Administrator.

The Customer and the Agent can exchange messages (including files, emoticons, pictures and so on), reaping the following benefits:

• • the Customer can use a widespread and easy contact point (e.g. FB Messenger, Twitter, Telegram, Teams and so on)
  • the Agent interaction takes place inside XCALLY Motion common environment and as so, it benefits of the queue delivery mechanism
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 

If the interaction tab is open but the Agent is working on something else, a red badge  will appear any time a new open channel message regarding the same interaction is received (where the number shown is the number of unread messages).

If the Agent closes the session, clicking on the  sign in the session tab:

 and confirm:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the Open Channel interaction:

to another queue or to another agent (among the online and not in pause status agents):

and the system will let you choose among those available:

All the list of the interactions managed by the Agents will be available on the Open Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account name, Agent (the first one who managed it), Tags:

The interactions can be searched by: 

• • interaction ID
  • message text
  • contact first name
  • contact last name
  • from

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation.

• • Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
  • Clicking on the three dots menu , the agent can apply the following commands to the selected interaction:
    • Show the interaction contents
    • Download a pdf transcript of the interaction, with or without attachments (depending on Agent's permissions)
    • Close and (eventually) dispose the interaction.

You can use the Advanced Search button  and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to:

• • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

In order to send a New Open Channel interaction click on , choose the account (one in the list proposed for the specific Agent) from which to send it, and then write your message and insert the recipient (belonging to the list associated to the Account): 

If you insert at least three letters/numbers in the To field, the system will show you all the members of the list (according to the map field defined the map field defined by the Administrator) that match:

FAX

The Fax Channel Section shows all the interactions managed by the Agents and coming from Fax Channels.

The Fax Channel allows you to define the Fax Accounts associated to a Local Station Identifier (Fax Telephone Number) that the Agents, belonging to specific Fax Queues, can share and use to send and receive Faxes in the standard XCALLY Motion Omni Desktop Interface.

The Customer and the Agent can exchange faxes inside the XCALLY Motion Channels common environment, where:

• • the Agent can manage several types of interaction at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 

The Agent can directly reply to a fax clicking on the button  and the compose fax form will show up:

The Agent can insert the fax text and eventually attach a document (one file per message, maximum size=25 MB) to the conversation and send it.

If the interaction tab is open but the Agent is working on something else, a red badge  will appear any time a new fax regarding the same interaction is received (where the number shown is the number of unread fax).

f the Agent closes the session, clicking on the  sign in the session tab:

 and confirm:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose  action can be applied clicking on the  of the interaction and then on Close and dispose

If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the FAX interaction:

to another queue or to another agent (among the online and not in pause status agents):

and the system will let you choose among those available:

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:

The list of the interactions managed by the Agents will be available on the Fax Interactions view:

The down/up arrows near the Last message field indicate if the last fax was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account, Agent (the first one who managed it), Tags (multiple choice).

The interactions can be searched by: 

• • interaction ID
  • message text
  • contact first name
  • contact last name
  • from (fax number)

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .

The interaction can be:

• • Open 
  • Closed (by an Agent)

• • Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
  • Clicking on the three dots menu , the agent can apply the following commands to the selected interaction:
    • Show the interaction contents
    • Download a pdf transcript of the interaction (depending on Agent's permissions).

You can use the Advanced Search button  and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to:

• • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

In order to send a New Fax click on , choose the account (from the list of those available) from which to send it and then compose the fax body and recipient:

WhatsApp Connector

The WhatsApp Connector Channel Section shows all the interactions managed by the Agents and coming from WhatsApp users. 

The WhatsApp Connector Channel allows you to define the WhatsApp Connector Accounts that the Agents, belonging to specific WhatsApp Connector Queues, will share and use to send and receive WhatsApp Connector messages in the standard XCALLY Motion Omni Desktop Interface.

The XCALLY Motion WhatsApp Connector Channel is based on Providers (e.g. Twilio) solutions, offering a WhatsApp for Business messaging system interface (N.B.: automated or bulk messaging are not allowed). 

The Customer and the Agent can exchange WhatsApp messages, reaping the following benefits:

• • the Customer can use one of the most popular messaging systems
  • the Agent interaction happens inside the XCALLY Motion common environment
  • the Agent can manage several types of interactions at the same time
  • the interaction content is shared, easily retrieved and managed
  • all the Customers information is stored in the Contacts Manager 

Whenever the customers interact with the Contact Center using WhatsApp, all the Agents belonging to the specific WhatsApp Connector channel queue will receive a request on the Omni Desktop interface.

In order to reply to a WhatsApp message, the Agent can insert directly a text in the input box and press enter (or search a previously saved canned answer and send it).

If the interaction tab is open but the Agent is working on something else, you'll see a badge like this:

any time you receive a new message regarding the same interaction (where the number shown is the number of unread messages).

If the Agent closes the session clicking on the  sign in the session tab:

and confirms:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose action can be applied clicking on the  of the interaction and then on Close and dispose

If the Transfer option is set by the administrator in the Account Settings, the Agent can also see this command in the menu in order to redirect the WhatsApp Connector interaction:

to another queue or to another agent (among the online and not in pause status agents):

and the system will let you choose among those available:

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:

CONTACT	INTERACTION	JOURNEY
Info icon false To add more details in the Contacts Manager file, click on More	Info icon false It refers to the current interaction	Info icon false All the interactions with  are coming from WhatsApp Connector Channel. You can filter the interactions by channel and by date using the filters above. Info icon false Each interaction can be opened clicking on  (this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on

The list of the interactions managed by the Agents will be available on the WhatsApp Connector Channel Interactions view:

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Website name, Agent (the first one who managed it), Tags (multiple choice).

The interactions can be searched by: 

• • interaction ID
  • message text
  • contact first name
  • contact last name
  • from (telephone number)

Click the  button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on .

The interaction can be:

• • Open 
  • Closed (by an Agent)

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation.

• • Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
  • Clicking on the three dots menu , the agent can apply the following commands to the selected interaction:
    • Show the interaction contents
    • Download a pdf transcript of the interaction (depending on Agent's permissions)
    • Close and (eventually) dispose the interaction.

THE ADVANCED SEARCH FEATURE IS AVAILABLE STARTING FROM XCALLY MOTION VER. 2.4.14

You can use the Advanced Search button   and select a field to be matched with a value among a list of all those available. When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• • Select the Field (scroll the list of all the available search fields)
  • Select the Operator among those available (eg.: equals, contains, starts with, and so on)
  • Select or insert the Value
  • Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete them all at once.

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to:

• • modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• • temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

In order to send a New WhatsApp message click on  choose the account and and then compose the message and recipient number:

Omni Desktop Quick Reference Guide

Here you find a Reference Guide of the most used functions of the OmniDesktop environment.

Click to Call or to Interact with a Contact

You can just click on the contact name (in Contacts or My Contacts) in order to open the contact profile: click on the telephone icon  near the Phone or the Mobile field:

• • Choose Call and the call will start in your Phonebar (this requires the Phonebar to be already running) or in your WebRTC Bar
  • Choose Transfer and the actual call is transferred to the selected contact number (this works only for Phonebar Agents)

The same feature is available on all the available Channels: the Agent can click on the Fax, Email, SMS icons in order to send a message to the contact through the chosen channel.

The  button near the Contact Name starts the Jscripty surveys.

Dispose calls

If you have properly configured a trigger with Contact Manager action, the contact tab will be displayed for the agent as shown below when the trigger conditions are true.