What are the Open Channel Accounts?

XCALLY MOTION Open Channel allows you to interact with your Customers using potentially any channel.

This is possible creating an Open Channel Account associated to your selected channel, configuring a specific Queue for that Account and routing the interactions from Customers to the Queue.

Agents belonging to that Queue are able to manage interactions directly from the XCALLY Omnidesktop Interface!

The Open Channel Accounts Section

In this Section you can add New Open Channel Accounts and manage the existing ones.

In the accounts list view, filter, delete (one or many accounts) and export the list in CSV format. 

Create a new Account

Use the New Account button and insert the following information:

• Name

• Reply URL (HTTP endpoint that Motion will use to send a new message). If the Reply URL is empty, the Agent will not be able to create interactions or to reply to them (the text area is disabled).

• List name (choose one) 

You can also add an optional description and at the end confirm creation.

Edit Accounts

When the Account is created you can edit it and change the configuration parameters.

On the Open Channel Accounts list click on  related to the one you want to edit/modify in order to:

• Edit the OC Account

• Go to Interactions list for the Account 

• Add Agent to OC Account

• Delete OC Account

Settings

In the Settings Section you can see and change all the information you inserted during the account creation.

Moreover, you have the Receive URL field that you will use (you can copy it clicking on the button on the left of the pathname) in the configuration later: it is the auto-generated API URL you need to use to receive the messages inside your Open Channel from your external application (POST method must be used).

General

You can assign a field contained in the list as a Map Key and describe it: when you start an interaction addressing any member of the list using this open channel account, the value you insert as interaction receiver will be searched in this field in the CM.

Wait for the Assigned Agent: the time a new message waits for the same Agent currently managing the interaction (with closed tab) to accept it, when the Agent is not available on the system because logged out or in pause. By default 10 seconds; the allowed values range is 1-2147483. 

Wait for the Assigned Queue: If the Agent currently managing the interaction doesn't accept a new message within the Assigned Agent Timeout or rejects it, the interaction is transferred to the Queue which the Agent is part of. The parameter Wait for the Assigned Queue is the time a new message waits for an Agent in that Queue to accept it, before proceeding with the action plan. By default 10 seconds; the allowed values range is 1-2147483. 

The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.

Notification

The Setting section of the Notification is under the general settings of a channel account and allows to:

• enable/disable the notification sound 

• enable/disable the notification shake effect

• define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables)

Transfer

Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).

If this switch is on, the Agent will be able to Transfer an interaction, like in the following example (queue): click on and then Transfer

Advanced

Proxy

If you want to use proxy to access the open channel service from an application, you can use the token written in this section:

For any further information, please contact XCALLY Team at support@xcally.com.

Disposition

Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO). 

When you enable this feature a new field will be displayed: click on the field to view all the available pauses and select one.

Dispositions

Check here How to Manage Dispositions.

Canned Answers

Here you can set a list of canned answers that will be available only when the interaction comes from that Account.

You can find a specific item from the list or add a new one.

Canned Answers can be deleted or edited and modified: click on   and choose the command you want to start: 

Actions - Define Open Channel Routing

In this section you can define the applications that will be executed when there is an incoming message in the Open channel account: 

Drag and drop the application you want to add and edit it clicking on the bar to show the command menu:

and insert your configuration parameters and intervals. 

You can, for example:

• route the incoming message to a particular agent (application Agent)

• set an automatic answer to a message (application Auto Reply)

• queue an incoming message in a particular Open Channel queue (Application Queue)

• skip to another application (Application Gotop)

• conditional skip to another application (Application Gotoif)

• add a log for debugging (Application Noop)

• close the interaction (Application Close)

Interactions

This section shows the list of all interactions occurred for the specific channel Account:

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:

or use the  button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, 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:

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.

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 all the conditions set at once.

On this form 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

On this list, you can select one or many mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):

The Supervisor can activate the three dots command menu  on a single interaction:

The commands available here operate as follows:

• Spy the contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents), like in the following example:

• Download with Attachments downloads a zip file containing all the messages (text messages and attachments) exchanged in the interaction 

• Download without Attachments downloads a zip file containing all the messages (just text messages without the attachments) exchanged in the interaction

• Delete Interaction permanently (a confirmation is required)

Add Agent to Open Channel Account

In order to enable Agents to see the interactions exchanged in a specific Account, Agents must be added to the Account.

It’s possible to add Agents in two ways:

• From the Openchannel Accounts section, select the OC Account, click on  and choose Add Agent to Openchannel Account:

• From the Openchannel Accounts section, select the OC Account, click on  and choose Edit Openchannel Account. Then click on the red button on the top right:

• In both ways, you must select the agents from the list: