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 communication 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. Refer to the page for modifying the Agent Dashboard for more details.

Note that there are some differences between what is offered for Twilio and Genesys. Refer to the ICC Feature Matrix for more details.

Agent home tab

The Home tab 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.

Below these statistics is the CASES section. By default, this section lists cases that are assigned to the logged in user. To see all cases, in the Assigned To drop-down list, select All Agents. This list can also be filtered by Customer name, Priority, Status, and Type. Click CLEAR to reset the filters.

On the left side is the RECENT INTERACTIONS section. Click a recent interaction to display the interaction details below the STATISTICS section. For SMS and chat interactions, the customer sentiment displays next to the interaction.

Below this is the RECOMMENDED TRAINING section. This is actually a placeholder section that can be used to display relevant information that you want the agents to see. For example, training or knowledge base articles. See Modifying Agent Dashboard for information on how to modify this.

Agents can toggle between the Home tab. Place Call tab, and interactions tabs that will display at the top of the dashboard.

ICC_Agent_Dashboard.png

Setting up Appian users in Twilio

For Twilio, in order to use the communication component in the Availability pane, users need to be added as workers in Twilio and added to the associated queues. This is a step in setting up the ICC application.

To add workers to the associated queues after the application has been set up:

  1. Go to Tempo for your site. For example, https://<sitename>/suite/tempo.
  2. Select the Actions tab.
  3. Add a worker using the 4.) Add Appian Users as Twilio Workers action.
  4. Add the worker to the appropriate queue using the 5.) Update Twilio Queue Membership action.

Opening multiple instances of agent dashboard

To avoid duplicate data logging and data reporting issues, ICC handles situations where the Agent Dashboard is open in more than one tab or window on a browser.

If the Agent Dashboard is open in more than one tab or window, ICC determines which instance is active and deactivates the communication session for all other instances.

  • If there isn't an active interaction, the most recently opened tab will be active.
  • If there is an active interaction, the tab with the interaction will be active.

The communication session for all other tabs or windows will be disabled and a message will display in the communication box. To activate a tab or window that isn't currently active, refresh the page.

Users should make sure that they don't log in to the Agent Dashboard on two different browsers. If they do, it will cause issues with reporting and duplicate interaction logs and SMS messages.

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, a new tab displays at the top of the dashboard. If there are multiple interactions, the agent can toggle back and forth between their tabs. The rest of this section will walk through the various capabilities available to agents on live interactions.

Agent availability

An agent can set their availability status by clicking one or more of the following availability status icons:

  1. Offline: The agent is not online for interactions.

  2. Unavailable: The agent is online but not accepting interactions.

  3. Voice availability: The agent is available for voice interactions.

  4. SMS availability: The agent is available for SMS interactions.

  5. Chat availability: The agent is available for chat interactions.

ICC_Call_Availability.png

An agent will only receive an interaction when they are set to available for that channel and have a communication component actively loaded on their computer. To engage in an interaction, the agent clicks the interaction tab that appears at the top of the dashboard. 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 availability component or the Auto Answer configuration is set in Genesys availability component. If Auto Answer has been set to false, they will see the following interface to accept or decline a call. If the call is declined or timed out, the call will move to the next agent in the queue.

ICC_Call_Connection.png

Customer verification

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

ICC_Customer_Verification.png

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 respond differently. Agents can also see a history of what's discussed (for SMS and chat) within both the Twilio and Genesys 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.

ICC_Customer_Search.png

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.

ICC_Customer_Summary.png

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.

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.

ICC_Recent_Interaction.png

Transfer behavior for Twilio

At any point in a voice, chat, or SMS interaction, the agent has the ability to transfer the interaction. This section explains the different behaviors with transfer capabilities offered in the communication components. For more details on how to configure the transfer options, refer to Twilio interaction controls component.

Selecting a transfer target

After expanding Transfer options, the agent sees a list of properly configured queue transfer targets. If direct transfers has been set up, the agent also sees a search box, where they can search for agents to transfer to. Note that only available agents on the voice, chat, or SMS channel appear as valid targets for direct transfers.

After selecting a transfer target, different transfer options will be enabled. Only voice calls have the CONSULT option.

ICC_Twilio_Transfer.png

Transfer

Clicking Transfer initiates a blind transfer. This drops the initiating agent from the interaction and transfers the interaction to the selected queue or agent. The agent that transferred the interaction is taken to wrap up.

Blind transfers have elevated priority in queues compared to normal interactions, and will get picked up first.

For voice calls, 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.

/icc/blind transfer

For chat and SMS transfers, –Chat Transferred– displays in the chat transcript.

Consult

Clicking Consult initiates 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.

consult.png

Conference

Clicking Conference initiates a conference call with the transfer target and caller. Note that conferences have no impact on the caller's hold status. Conferences can only be initiated directly to agents, not to queues. While in an active conference, agents can conference in additional agents, but cannot perform a blind transfer or consult.

conference.png

Transfer behavior for genesys

At any point in a voice call, the agent has the ability to transfer the call. This section explains the different behaviors with transfer capabilities offered in the communication components. For more details on how to configure these options, refer to Genesys interaction controls component.

Selecting a transfer target

After expanding Transfer options, the agent sees a list of properly configured queue transfer targets and a search box where they can search for agents to transfer to. Note that only available agents on the voice channel appear as valid targets for direct transfers.

After selecting a transfer target, different transfer options will be enabled. Note that conference transfers are only available for agent targets, not queues.

ICC_Twilio_Transfer.png

Transfer

Clicking Transfer initiates a blind transfer. This drops the initiating agent from the call and transfers the phone call to the selected queue or agent. The agent that transferred the interaction is taken to wrap up.

Blind transfers have elevated priority in queues compared to normal calls, and will get picked up first.

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.

/icc/blind transfer

Consult

Clicking Consult initiates 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.

consult.png

Wrap up

After the agent clicks END CALL, the Wrap Up box displays. This allows the agent to complete any necessary documentation before being made available for another interaction.

ICC_Wrap_Up.png

To wrap up the interaction:

  1. Finish documenting the interaction. For example, completing interaction notes or updating case information.
  2. To have status set to unavailable after wrap up is complete, select Unavailable after wrap up.
  3. Choose an Interaction Reason.
  4. Click WRAP UP.

The agent will either be made available in their last channel or be set to unavailable if they chose that option.

Placing calls

The agent has the ability to place a call when they are not available for inbound communications. This sub-section will explain the outbound behavior offered in the communication components. For more details on how to configure these options, refer to the Twilio availability component page or the Genesys availability component page.

To initiate an outbound call:

  1. Click the Place Call tab at the top of the dashboard.

  2. Enter the customer's number, using one of the following options:

    • Use a mouse or keyboard to enter the number using the dial pad.
    • Search for a customer using the customer record search. Click the customer to populate the dial pad with their default number.
  3. Click Call.

    ICC_Place_Call.png

  4. After the outbound call has been placed, the agent will need to verify the customer's identity.

    ICC_Place_Call_Verification.png

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.

ICC_Recommended_Response.png

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).

images:recommended_answers.png

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.

images:manual kb search.png

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