Agent User Guide

The Agent Dashboard is an Appian site designed to be the one stop shop for agents. This single-page interface brings together all of the information and actions that an agent needs. It is primarily split between two main sections. The left sidebar of the dashboard is where interaction related functionality resides. This includes the Twilio component where agents take call, chat, and SMS interactions. This is also where certain live interaction logging such as the agent notes and interaction logs are displayed. The rest of the agent's dashboard is devoted to providing relevant views and actions for the agent both during a live interaction and off of an interaction.

The capabilities shown below are the out of the box features of the ICC App. Additional customizations can be made to enhance functionality. Please refer to the page for modifying the Agent Dashboard for more details.

Agent Landing Page

The initial landing page is where the agent is taken upon initial load of the Agent Dashboard. This is also the main page for when the agent is not on a live interaction.

The top of this page contains daily individual metrics as well as queue statistics. The metrics for number of interactions and average handle time provide individualized measurements of the agent's daily productivity. These are calculated for each individual agent. The queue statistics of number of customers waiting, average wait time, and maximum wait time provide an agent a snapshot of how busy their queues are. These are aggregated for the queues in which an agent is assigned. In addition to these metrics, placeholder cards can provide the agent access to, among other things, training, important team messages, or knowledge base articles. On the left hand side, the agent can also see a list of their recent interactions. When clicking on a recent interaction, the agent is taken to a view of the the interaction details.

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Live Interaction

Once an agent marks themselves as available for a particular channel, the agent is available to take live calls, chats, and SMS messages. When an agent receives an interaction, the dashboard screen pops to display the live interaction view. The rest of this section will walk through the various capabilities available to agents on live interactions.

Receive Interaction

An agent will only receive an interaction when they are set to available for that channel and have the Twilio component actively loaded on their computer. If the agent closes out of the Agent Dashboard without setting themselves as Unavailable, they will not be able to receive an interaction.

Call Connection

For incoming calls, agents will be automatically connected if the Auto Answer parameter has been set as True in the Twilio component. If Auto Answer has been set to false, they will see the following interface to accept or reject a call. If the call is rejected or timed out, the call will move to the next agent in queue.

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Customer Verification

Once an agent is connected with a customer, the Agent Dashboard will automatically refresh to prompt the agent for verification.

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The agent is guided by a recommended response on the top of the page. Clicking on the response will auto-populate the text in the agent's chat window (for chat and SMS), which can be used in its entirety or modified if the agent feels the need response differently. Agents can also see a history of what's discussed (for SMS and chat) within the Twilio component.

If the phone number of the customer matches a record in the database, the dashboard will automatically prompt the agent to verify that customer. However, if the number is not recognized, or if the person calling is mismatched, the agent is able to search the customer list by name or account number, or add a new customer.

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A virtual agent can be configured to handle customer verification as well. If the customer is properly verified through the virtual agent, the ICC app would skip customer verification interface and send the agent to the next relevant step.

Customer Summary View

After the agent has verified customer information, they will be directed to the customer summary view for a 360 degree view of the customer. From this interface, the agent can view important customer information and perform necessary tasks to assist the customer. This is the central navigation point for the agent to assist the customer.

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The various capabilities available to the agent at this step are outlined below.

Interaction Log

Note that the interaction log will automatically populate as certain actions are taken. This helps keep a log for each interaction of what has happened without any manual input needed from the agent. This helps keep the agent focused on assisting the customer. This log is written to the database and can be retrieved for past interactions.

Interaction Notes

The interaction notes section allow agents to enter any relevant notes about the interaction as they proceed. This gives the agent a place to quickly jot down any notes or relevant details about the interaction in an easy to access place.

Customer Profile

The customer profile is the customer record view that an agent is able to view and edit.

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Recent Cases

The agent is able to see a list of recent cases for the customer. This is useful when the customer is calling about an existing case, or for the agent to view a previous case for reference.

Recent Interactions

A list of the customer's most recent interactions will also appear to the agent. This allows the agent to quickly see at a glance if there are any recent interactions they should be aware of. For SMS and chat interactions, the customer sentiment will also be shown, notifying the agent of any particularly negative interactions. When an agent clicks on an interaction for more details, they will be shown the following screen.

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Transfer Behavior

At any point in a voice call, the agent has the ability to transfer the call. This sub-section will explain the different behaviors with transfer capabilities offered in the component. For more details on how to configure these options, please refer to the Twilio component page.

Selecting a Transfer Target

When expanding the transfer options, the agent will see a list of properly configured queue transfer targets. If direct transfers has been set up, the agent will also see a search box, in which they can search for agents to transfer to. Please note that only available agents on the voice channel will appear as valid targets for direct transfers. After selecting a transfer target, different transfer options will be enabled. Please note that conference transfers are only available for agent targets, not queues.

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Transfer

Clicking Transfer will initiate a blind transfer. This will drop the initiating agent from the call and transfer the phone call to the selected queue or agent. Blind transfers have elevated priority in queues compared to normal calls in Twilio, and will get picked up first. Please note that if Auto Answer is disabled, and an agent does not pick up a direct blind transfer, the caller will be placed back in the original queue in which they were connected prior to transfer.

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Consult

Clicking Consult will initiate a consult transfer, also known as a warm transfer. This automatically places the caller on hold while connecting the agent to the consult target, whether an agent or a queue. Similar to blind transfers, consult transfers also have elevated priority in queues compared to normal calls. While in an active consult, the initiating agent has the following options:

  • Back to Caller
    • Removes the consult agent from the line and removes the caller from hold, reconnecting the caller with the initiating agent.
  • Transfer
    • Removes initiating agent from the line and removes the caller from hold, connecting the caller with the consult agent

While in an active consult, further transfers are disabled for both agents.

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Conference

Clicking Conference will initiate a conference call with the transfer target and caller. Please note that conferences have no impact on the caller's hold status. Conferences can only be initiated for direct transfers to an agent, not for queue transfers to a queue. While in an active conference, agents can conference in additional agents, but cannot perform a blind transfer or consult.

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Agent Assist

If your ICC site has agent assist enabled, agents have a number of powerful intelligent automation capabilities to help them serve customers. Note: Each agent must first authorize access to Dialogflow before using Agent Assist features.

Recommended Response examines the content of the conversation and suggests responses for the agent to provide to the customer. For example, an initial suggestion might be to introduce the agent to the customer. Agents can click on a recommended response to pre-populate it in the chat window, where they can edit and send the message.

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Recommended Action examines the content of the conversation and suggests specific actions that the agent can take to fulfill a customer's request. For example, if a customer mentions an address change, the agent would be presented with a button to initiate the Change of Address action for that customer. When an agent clicks on the button to take the suggested action, the process form is shown in the agent dashboard with any available context already filled in.

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Note: Recommended Action is only available for SMS and Chat interactions.

Recommended Answer examines the content of the conversation and suggests specific knowledge base articles that can answer a customer's question. For example, if a customer asks whether a return policy applies after 45 days, the agent would be presented with the top answers from a return policy FAQ in the knowledge base (along with the confidence in each answer).

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Note: Recommended Answers is only available for SMS and Chat interactions.

In addition to Recommended Answers provided automatically, agents can manually search the knowledge base for answers that might be useful for a customer. Just like with Recommended Answers, multiple knowledge base answers can be returned with a confidence rating for each.

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