This guide provides a fundamental understanding of managing interactions in the Contact Hub. It covers key functionalities such as logging in, managing audio connections, and navigating interaction queues, which are crucial for responding to customer inquiries promptly. Additionally, it highlights important features like SLA notifications and the use of scripts for streamlined communication. Overall, this resource equips users with the necessary tools to enhance their performance in a fast-paced contact center environment.
Tip: This guide shows a basic overview of how to handle an interaction through the Contact Hub. Please see our more detailed guides within the knowledgebase for more information on specifc interaction features.
TABLE OF CONTENTS
Logging in
1. Upon logging into the system, you will be presented with a list of Campaigns you are able to log into. Simply click the required Campaign (There may only be one).
2. The "Softphone" tab will appear seperatley and connect you for audio (in case you want to call a contact). Simply click "Go Back" or select the previous tab from your browser.
Tip: If you are using our "Dynamic Nailup" feature, the softphone tab will open but your audio wont be connected until you accept a call.
3. You will be logged into the campaign in the "Not Ready" state.
4. Select the "Queues tab" to see all the interaction queues you are assigned.
5. You can then see all your queues and choose to go ready on all or on individual queues.
Receiving an interaction
6. Upon 'going ready', if interactions are queued, you will receive one (or multiple) depending on the queue settings.
When a User receives an interaction, the SLA notification bar (Green) will begin to display the amount of time you have handled the interaction since the last customer response. Remember, users can receive multiple interactions at the same time so its key that these SLA indicators are monitored.
Replying to messages
7. Click into the message box to enter a message.
8. Enter the message.
9. On SMS interactions only, you can see the amount of characters used and the number of SMS that will be used for your reply.
10. Click "Send" to send your reply to the contact (You can also press ctrl-enter to send the message).
11. You will see your message then appears in the conversation pane.
12. The time stamp (and type of interaction) will be displayed, as well as it's state (sending/sent).
Script Tab
13. Clicking the "Script" tab to access your script for the interaction channel.
Scripts are optional and can be bespoke to each queue/interaction channel you are in.
'Quick response' buttons can be present to aid responses by either pasting in a response or by immediately sending the chosen response.
