Omni Desktop Interface
The Omni Desktop Interface enables your Customer Care Agents to manage the Multichannel Interactions i.e. Voice calls, Web Chat, Open Channels Interactions, E-mails, SMS, Fax and more.
Furthermore, the Agents can access to the Contacts (advanced address book), Internal Messaging, Real time Dashboards, Voice Calls List managed by the Agent him/herself (generic, scheduled and abandoned), Recordings
The full list of the available applications vary according to the permissions granted by the Administrator or the Supervisor to the Agent: all the Applications and Utilities that are not enabled for the Agent will not be shown in his/her sidebar Menu.
From 2.5.23
It is possible to completely or partially hide the telephone number and other personal information (email, name) of the Customers from the Agent view in all contexts in which they are normally displayed (e.g. Contacts Manager, Scheduled Calls, Abandoned Calls, Recordings, Bull, etc.).
Starting the Omni Desktop
You can start the Omni Desktop interface in two ways, according if you're using:
the Motion Phonebar: click on the button and your credentials (login name and password you used to log in the Phonebar) will be automatically passed to start the Omni Desktop
External Phones, Soft Phones or WebRTC bar:
type https://YOUR-MOTION-IPADDRESS/login and enter the Agent Username and Password in the Login panel to access the integrated multi-channel environment:
Insert your Login Name and Password or click on Log in with Google if this feature has been enabled by your administrator:
Login with Security Suite enabled
If the Security Suite is enabled and this is the first time you log in the Motion environment, first of all you will be asked to change your password:
The new password must be different from the old one and must contain at least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
The new password will last 90 days: after that it must be changed again.
You will be informed at login, starting from 15 days before password expiration:
License Expiration Notification at Login
If you are notified your license is going to expire (this feature is available at login starting from rel. 2.5.6):
please contact your system Administrator ASAP!
What to do when you forget your password
click on
Enter the e-mail address associated to the login name
you will receive a link via email. Click on this link and change the password (This link expires in one hour: if you cannot use it you should start a new reset procedure).
This function works only if SMTP service is set properly.
If the Security Suite is enabled, the new password must respect the following security rules: it must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.
About Incorrect logins
Starting from XCALLY Motion version 2.4.2, Administrators can also define what is the maximum number of incorrect login attempts that the system can allow: when the number of attempts allowed is reached, the account of whoever exceeds it is temporarily blocked. It can be unlocked:
manually by the Administrator (editing the blocked agent account and clicking on the Unlock function of the Security Suite Section)
automatically, after a certain period of time in minutes (which must be specified by the Administrator in the Settings Security section).
Note: when this happens, the agent is asked to contact the administrator to unlock the account.
Socket Disconnection for Network Problems
If you encounter a network problem during your XCALLY Motion work session, you will be warned by this error message:
It will disappear when the connection is reestablished.
Forced Logout feature
Starting from XCALLY Motion rel. 2.5.0, External and WebRTC Agents can be forced to logout if another Agent logs in the system using the same credentials.
In fact, the Agent's login name must be unique and simultaneous logins using the same credentials are forbidden. If an Agent logs in using the same credentials of another Agent who is currently logged, the system shows an alert:
If the second Agent confirms to log in, the previously logged Agent is forced to abandon the working session:
If the Agent Typology has been defined by the Administrator as External (e.g. the Agent cannot use the Phonebar or the WebRTC Call Functions) and in an Hot Desk context, the Agent at login time will be able to chose which one of the available registered Telephones to use in the working session (click on the down arrow to see the complete 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 - Only for WebRTC and External Agents** |
| See Agent's avatar, login name and internal number. Click to change Password and to Logout |
| Autoanswer notifications |
| Run Preview Dialer Campaigns |
(see list) | Change the user interface national language |
| Open Internal Messenger |
*The Administrator can disable some of these functions for the Agent.
**Login, Logout, pause/unpause
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
Example Case 1: for External or WebRTC pauses can be set on the Agent Omni Desktop Interface:
Click on in order to select the right Pause description if you want to choose anyone different from the Default Pause.
Phonebar, then any action (login, logout, pause/unpause) should start on the Phonebar and the Web Interface will reflect the changes accordingly.
Example Case 2: if the Agent sets a Pause on the Phonebar, his status on the Omni Desktop Interface is set to Pause as well:
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).
Auto Answer
If enabled by the Admin, the interactions are assigned to the Agent without him accepting the notification.
In this case, the Agent sees the icon on the header.
Clicking on it, a window with the channels enabled with the auto answer feature are shown, with the flag .
It is possible to see also the auto answer delay in seconds.
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 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):
Use the Search (by name) or Select (by status: Online/Offline/All): and find your message recipient from the list:
| After selecting a recipient, you can immediately start typing your message: When the recipient receives the message, a badge will appear on the Internal Messenger button: where the number shown on the badge refers to the the total number of messages unread: Just click on this button to open the Messenger. The message received is put on top of the list and you'll see a badge number to show how many unread messages you've received from that sender To reply, just type you message and send it.
You can very easily exchange messages like in the following example, where the conversation takes place between an Agent and a User (Supervisor):
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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 a useful view to monitor and configure the everyday activities carried out by the agent.
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On the left of the screen you find the sidebar, useful to run the XCALLY Motion programs and utilities and to check on current activities:
To go back Home, just click on
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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:
Note: 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 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
The dashboard contains real-time views that give the agent information about:
Queues panel shows information about the list of voice queues and queue campaigns the agent is logged into.
Waiting Queue Interactions panel shows real-time information about waiting calls in the queues the agent is logged into.
The Dashboards are available for each Channel:
Click on the channel name in order to see the specific dashboard.
Agents Presence
In the Agents Presence section, you find two tabs:
the AGENTS tab that shows who is available to receive a voice call or to take a voice call transfer
the QUEUES tab that shows the list of the queues that can receive a voice call or to take a voice call transfer
Agents
In this tab, for each Agent of your system you view:
name
internal extension
status (online, offline, pause, 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 queue or by team).
In the example above, you searched for agents whose name contains the letters "whit" and once you find that the agent is able to receive, you can:
call the Agent directly clicking the button
transfer a call you're currently managing to the Agent clicking the 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 also use the selectors at the top right and search by Team:
or by Queue members:
Remember to refresh the list from time to time .
If you use both, remember that 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
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.
This feature is available starting from Version 2.5.21: to make this menu item available for agents that have been generated with previous versions, ask your administrator to enable visibility by acting on agent permissions.
Contacts
In the Contacts section, the agent is able to see the list of contacts (according to the list permission set by the administrator).
The 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:
The contacts can be searched by:
first name
last name
phone
mobile
fax
email
Click the 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 .
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 not, the request starts only after having entered at least 5 characters or after pressing Enter (available from Rel. 2.5.11).
Click to refresh the list view.
Click-to-Dial the Contacts in the list
The phone numbers are shown in light blue: they can be dialed just clicking on them.
Please note that:
If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call it
If the Agent is using the WebRTC Bar, clicking on the number will open a dialog window in order to transfer an active call to that number or to call it
The Advanced Search feature is available starting from XCALLY Motion ver. 2.4.14
You can also use the Advanced Search button and select a field to be matched 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 to delete it or click on the button in order to delete them all at once.
At the end click on the button in order to start the search. Now the query is executed and all the items that match the conditions inserted are shown.
It is also possible to:
modify a condition set: click on a set condition, press Edit
and now change the condition as you prefer(field, operator, value)
temporarily disable the search condition: click on the set condition, press Disable
and Enable it again
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
Note:
The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters:
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.
Only users with admin role or user role with Contact Manager list permission are able to add an agent to a list.