Page Comparison

📋 What’s about

On this page you can see Agent’s visualisation and tools to manage interactions after logged in.

➡️ Commands and Functions List

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:

	View the login timer
	Pause (default pause) - Only for WebRTC and External Agents**
	Choose a custom Pause - Only for WebRTC and External Agents**
	See information about the pause time and Resume work session (with play icon) - Only for WebRTC and External Agents**
	User Information Button. See Agent's avatar, login name and internal number. Click to view Settings, Change Password, Manage 2FA and to Logout
	See Autoanswer notifications
	Run Preview Dialer Campaigns
	See Waiting Queue Calls
(see list)	Change the user interface national language
	Header button to Open Internal Messenger

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

**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

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

The WebRTC Bar

You can find the WebRTC Bar documentation on this page.

💬 The Internal Messenger

Clicking on the header button: 

4. When the recipient receives the message, a badge will appear on the Internal Messenger button:

If the Admin has enabled the feature for the specif Agent, when receiving a new Internal Message, the Agent will be notified also by a sound. 

The message received is put on top of the list

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 useful to monitor and configure the everyday activities carried out by the agent.

About the Program List in the Sidebar

If the Admin disables one or more applications for the Agent, these will not be shown on the Agent Omni Channel Desktop sidebar, like in the following example, where the Admin disabled the Agent's Menu the entries: Agents Presence, Scheduled Calls, Voice Calls, Abandoned Calls, Recordings, Chat, Open Channel.

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 X 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

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

• Queues panel shows information about the list of queues the agent is logged into.

• Waiting Queue Interactions panel shows real-time information about waiting interactions in the queues the agent is logged into.

Agents Presence

In the Agents Presence section, you find three tabs:

Agents

In this tab, for each Agent of your system you view:

• Full name

• User

• Internal extension

• Status (online, offline, pause type, busy)

So you can:

In the example above, you can see the list of agents belonging to “Demo Team” and once you find that some agents are able to receive (because of ONLINE), you can:

Refresh the list from time to time to reload with relative button:

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Telephones

In this tab you can see the list of telephones (in terms of staff, PBX extension) with this info:

• Account name

• User

• Internal extension

• Status

When Microsoft Teams Connector is enabled by the Admin, Agents have the opportunity to use the Telephone section in different ways. Find out on this page: https://xcally.atlassian.net/wiki/spaces/XM/pages/1916305416/Microsoft+Teams+Voice+Connector#Microsoft-Teams-Connector-for-Agents

Queues

In this tab, for each queue of your system, the name and number of calls (on hold + active) are displayed:

You can use the search field to narrow the results, like in the above example.

Contacts

In the Contacts section, the agent is able to see the list of contacts (according to the list permission set by the administrator).

Remember that only users with admin role or user role with Contact Manager list permission are able to add an agent to a list.

Phone contacts are shown in light blue because they can be dialed just clicking on them. Find out more about click-to-dial here

Select a List (among those you have the permission to view) and Select Tag filters you find on the top right side can be used to filter the list of contacts by these keys, like in the following example:

If you associate many tags to a Contact, the tag label becomes grey, instead than colored.

Custom Fields shows the available custom fields associated to the selected list.

To refresh the list view, click on the relative button.

Contacts can be filtered by Search Button or you can use the Advanced Search.For more informations about that,you can explore the relative documentation:

• Search Filter by Search button

• Advanced Search button 

From the contacts panel, it's possible to edit a contact, merge contacts or duplicate a contact.

When the Agent receives a call or any other interaction from an unknown subject (the system checks that the entry is not already in the CM, searching for the telephone number, the e-mail address, or any other information provided) the New Contact is automatically added in the Contact Manager.

This automatic mechanism works only if a specific CM Trigger has been configured by the Administrator.

The contact is added in the List configured by the System Administrator specifically for that "entry point" (e.g. a website chat, a call received on a queue, an e-mail sent to an account, and so on).

The Agent can modify this entry, adding more details in the Contact Card that is opened during the interaction.

Add a Contact

If you want to add a new contact, click the button + and insert contact's information:

and the List where the contact must be inserted:

and now you can Add the Contact.

Remember that you can only add new contacts to lists where you have permissions to do so (if you don't have permissions for any list, you won't have this feature enabled).

Edit/Modify a Contact

To edit and modify a contact, find the contact from the contacts lists and click on Edit. The contact detail will be shown in a new tab.

When you edit the contact, you can see two tabs:

In the Detail tab you can modify any field as needed and then SAVE:

Agents can see Company Details which the contact is associated to, clicking on the info icon:

In the Customer Journey tab, you can see all the interactions between this Contact and the organization, like in the following example (explore more info about Customer Journey on this page):

• You can click on Show Details to see more information about the interaction (like: agent name, created at, tags, etc) or click on this button to edit it (if you have the relative permissions)

  

My Contacts

My Contacts section contains the list of Contacts managed by the agent: e.g. if an agent edits a contact from the Contacts section, it will be considered as "managed by the agent" and the contact will also be available (as a personal copy) under this Section:

Click on refresh button to see update.
Phone contacts are shown in light blue because they can be dialed just clicking on them. Find out more about click-to-dial here

Keep in mind that in this context the agent cannot see all contacts in the lists but rather only the contacts that have been managed by the agent himself.

From the My Contacts panel, the agent can:

• Create contacts

• Search Contacts 

• Edit/Merge/Duplicate contacts

📲 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)

🔛 Auto Answer notifications

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

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

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🗒️ Run Jscripty scripts

If the Administrator has configured a trigger with Jscripty action, any time the trigger conditions are met, the survey will start automatically and be displayed to the agent: