Functions List and Omni Desktop Sections

On this page

📋 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.

Start/Stop Pause

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)

The WebRTC Bar

You can find the WebRTC Bar documentation on this page.

💬 The Internal Messenger

The Internal Messenger can be used to chat with other Agents or Supervisors logged to the same Motion Server.

It's very simple and intuitive, let's see how to use it.

The Internal Messenger use can be disabled by the Administrator for specific Agents.

If an Agent is not enabled to send/receive messages using the IM, his/her name in the list is followed by a specific ban sign:

Clicking on the header button:

1. 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):

2. Use the Search (by name) or Select (by status: Online/Offline/All) and find your message recipient from the list:

3. After selecting a recipient, you can immediately start typing your message:

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.

In this case the Toolbar reflects the settings dynamically:

Any change applied to the Agent toolbar will not affect new applications eventually released after that action: in this case, if the Administrator wants to make the Agents use the new modules, these must be selected in the Agent profile.

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)

When you enter this view the list is empty: to show results set a query or narrow the search using the selectors you find at the top right (search by team or queue).

image (13)-20240321-171758.jpg

So you can:

click on search button and set a query to search agent(s):

use the selectors at the top right and search by Agents' status:

use the selectors at the top right and search by Team or Queue:

If you use both selectors, remember that Status, Team and Queue filters are in OR (returns agents who are in team or queue). The general filter instead is in AND with the result set by the search for Team or Queue

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:

call an Agent directly clicking this button

transfer a call you're currently managing to an Agent clicking this button
(blind transfer)

You can call or transfer a call only to agents whose status is online or pause. The latter only works if the "do not disturb" option is not checked (you can explore here documentation about transfer)

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

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

If Security Suite (mask sensitive data) is enabled, it is possible to completely or partially hide the telephone number and other personal information (email, name) of the Customers from the Agent view.

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:

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:

Blue buttons represent shortcuts to:

Open a JScripty project
Make a new phone call to phone number
Send an email
Make a new phone call to mobile number
Send an sms
Start a new WA interaction
Start a new Openchannel interaction. Clicking on the button, you must select from the configured channel:
Merge the contact with another one.
Find the contact from the contacts lists and click on the button available when you edit a contact.
On the pop-up screen, use the filter to search the contact you want to merge with. Note that the filter will search the contact by first name, last name, email and phone.
From the results, click on the contact you want to merge with and then click OK to confirm.
Duplicate the contact.
Find the contact from the contacts lists and click on Copy button available when you edit a contact.
On the pop-up screen, select the list you want to add the copy of the contact and click on Add Contact to duplicate the contact in the selected list.
Save the data/operations done

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

Blue buttons represent shortcuts to:

Open a JScripty project
Make a new phone call to phone number
Send an email
Make a new phone call to mobile number
Send an sms
Start a new WA interaction
Start a new Openchannel interaction. Clicking on the button, you must select from the configured channel:
Merge the contact with another one.
Find the contact from the contacts lists and click on the button available when you edit a contact.
On the pop-up screen, use the filter to search the contact you want to merge with. Note that the filter will search the contact by first name, last name, email and phone.
From the results, click on the contact you want to merge with and then click OK to confirm.
Duplicate the contact.
Find the contact from the contacts lists and click on Copy button available when you edit a contact.
On the pop-up screen, select the list you want to add the copy of the contact and click on Add Contact to duplicate the contact in the selected list.
Save the data/operations done

📲 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)

Only if you use the Phonebar: remember to enable the Remote Control setting for the Agent (see Motion PhoneBar Settings) to make this feature work!

🔛 Auto Answer notifications

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

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

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

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

🗒️ 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:

Timer shows the elapsed time since the Jscripty tab was opened.

button will start the script and the first page will be displayed for the agent as shown below

	Back/Next buttons are used to move forward and backward in the script. Next button will be disabled until an answer is provided for questions with required field set.
	Submit button is used to submit responses and end the script. The responses will not be saved in the database if the tab is closed at any point in the script without clicking on Submit button.
	Reset button is used to restart the survey (this will cause the loss of all data previously collected)
	The Jscripty surveys can also be activated clicking on this button near the Contact Name (in Contacts or My Contacts files).