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An evaluation or arbitration is completed when an agent acknowledges it. The evaluation is moved from the In Process status and marked as complete. |
With this version, the Extended panel displays widgets independent of agent states. The displayed order of widgets in the Tabs layout depends on the configuration created by your manager. Note |
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- Secure Payment Capture widgets can only be opened in InCall state.
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Interoperability of Secure Payment Capture (SPC) with Designer DesktopPreviously, SPC functionality was only available on the Agent Desktop with Extended panel. With this version, when configured by the manager, SPC functionality is also available on the Agent Desktop with Designer. Click on the credit card (Image Added) or check control (Image Added) buttons to initiate SPC. The below screenshots are examples of the screens for the Designer Desktop. Credit Card Basic Image Added Check Basic Image Added Credit Card Advanced Image Added Check Advanced Image Added SPC widgets on Agent panel with Extended panel Previously, SPC widgets were displayed in Tabs/Tiles format on the extended panel. Image Added With this version, SPC widgets are displayed as pop-ups. Image Added Designer EnhancementsTicketing SystemAn integrated ticketing solution is now available within Designer Desktop. When configured by the manager, ticketing allows agents to create tickets and associate them to contacts and/or accounts. Image Added Ticketing solution provides the ability to the agents to: - Create, view and modify tickets from multi-channel sources.
Image Added - add notes and add attachments to tickets.
- associate tickets to any contact and/or account and supports change history.
Image Added Ticketing comes with a standalone dashboard or an integrated dashboard within the ticketing component. - The Dashboard displays a chart view of active tickets by Agent, Priority, Accounts and Label in four quadrants.
- Agents can click on any chart to query the ticketing list accordingly.
Image Added QM Work Queue ManagementDesigner Desktop offers a new QM Work Queue Component that displays all active Agent defined tasks with an advanced search filter. In addition, it provides click-to-action capabilities to an agent. With this, Agents have a queue that they can use to view the activities/tasks assigned to them. This queue displays the task, due date, and status. Image Added Transactional Email and SMS SupportWith this version, Designer desktop supports transactional Email and SMS. Agents can now send Email and SMS from any Designer desktop, irrespective of whether they are on a call or not. Agents can also manage the consent within the Designer desktop. Note |
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If the customer opts-in for email/SMS, then the consent checkbox is automatically selected. |
Image Added Email The Email feature provides the following options to agents: - Create an email either free-form or using a template that has been identified as an Email template.
- Identify if the email consent is available for the account+email combination.
- Send only an Opt-In email template if consent is not available. Designer can restrict all email templates other than Opt-In templates if consent for the account+email combination is not available. When an Opt-In email is sent, designer must trigger an Opt-In event and flag the account+email consent field in Contact Manager.
- View email interaction history for the account through the Contact History Activity panel.
Image Added SMS The SMS feature provides the following options to agents: - Create an SMS either free-form or using a template that has been identified as an SMS template
- Select the phone number associated with the account to SMS
- Identify if SMS consent is available for the account+phone combination for that account
- Send only an opt-in SMS template if consent is not available for the account+phone combination. When an opt-in SMS has been sent, LiveVox triggers an Opt-In event and flags the account+phone SMS consent field in Contact Manager.
- View SMS interaction history for the account through Contact History Activity panel
Image Added Agent Schedule ViewerThe Designer Desktop offers a new Agent Scheduling component in this release. When configured by the manager, Agent Schedule viewer allows the agents using Designer Desktop to view their assigned schedule at a glance. Agent Schedule is created and published by the manager user. Image Added |