Open Channel Accounts

What’s about

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

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

Agents belonging to that Queue can 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:

Open

• 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 to:

Open

• 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 by 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).

The Administrator can customize the notification of a new interaction 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

Advanced

Proxy

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: 

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 that occurred for the specific channel Account:

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)

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

and choose whether:

When you finish, click on the  button 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 to delete all the conditions set at once.

On this form, it is possible to:

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: