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).
Open Channel benefits
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
Whenever customers interact with the Contact Center using external messaging systems, the Agents belonging to the specific open channel queue will receive a request on the Omni Desktop interface.
They can reject it and the request is automatically passed to another Agent in the same queue (in this case facebookqueue).
The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.
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If your Agent Desktop is running on MAC with OS High Sierra and using the Browser Safari, remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions |
Open Channel Session
Let's see how a typical FB message exchange session looks like:
Customer’s Side | Agent's Side: |
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 |   |
On the Agent's side, anytime a message is sent:
 | a single checkmark means that the system encountered a problem (e.g. the web site page has been closed or things like that). |
 | a double checkmark means that the message has been delivered to the chat website |
The Agent can type messages directly:
or:
add emoticons
click on the Canned Answers button
attach file (it’s possible to attach only a single file per message, whose size is up to 15 MB maximum)
How to insert an internal note
The Agents can insert an Internal Note in the interaction:
Click on the icon
Write the note and save it:
From now on the note is shown in the interaction, but it's only internal to the organization and the customer will never see it:
Also the Supervisor can spy a Chat interaction from the Interactions List and insert notes for the the agent only (the customer will not see this note):
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).
Closing Open Channel session
If the Agent closes the session clicking on the X 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 3 dots of the interaction and then on Close and dispose
Dispositions
Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three).
If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:
the name of the disposition applied:
Now, hovering over it with the mouse all the information on the disposition itself will be displayed:
so you can discover that in the above example a single level disposition has been applied.
If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:
Now, hovering over it with the mouse all the information on the disposition set will be displayed:
NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused.
Transfer
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:
Contextual information
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 |
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 To add more details in the Contacts Manager file, click on More |   It refers to the current interaction |  Here you can see the entire history of interactions with this user   All these interactions are coming from Open Channel. You can filter the interactions by channel and by date using the filters above.  Each interaction can be opened clicking on this button (and this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on Show Details |
An interaction Visibility can be:
Private: it means that the interaction is a private message exchanged between the Agent and the Contact (e.g. using Messenger).
Public: it means that the interaction is exchanged between the Agent and a group on an open environment (e.g. Wall Posts on a FB page).
If the interaction is Closed you'll also see the date it has been closed and eventually its disposition:
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For Administrators: If the Agent cannot is not able to create interactions or to reply to them (the text area is disabled) check the Reply URL field of the Account is not empty |
List of Open Channel Interactions
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.
Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message
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 search 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 X.
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If the Search on Enter Key in the Settings-General-OmniDesktop Interface is activated by the Administrator, the request starts only after pressing Enter. |
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.
When an interaction remains OPEN, the Agent can still send messages to the customer according to the channel regulations and policies: for example, Facebook allows the chat recipient to send messages to the chat initiator within 24 hours the session has been started; after that, only one message (tagged by a single checkmark) can be sent but, if nobody replies to you from the FB account, no more messages will be allowed |
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 X to delete it or click on the CLEAR button in order to delete them all at once.
When you finish, click on the APPLY 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:
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When a selection is active as long as the search conditions are operational, the Advanced Search button will notify it by reversing its color (red on a white background) and blinking Moreover the Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the filters Select a list or Select Tag |
Send a new Open Channel Interaction
In order to send a New Open Channel interaction click on + button, 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 by the Administrator) that match:
