Active Media
Control and manage interactions with customers
Accept Interactions
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Accept incoming interaction Active Media workspace
to redirect to the -
Use the Interaction Controls for the respective media layout:
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Apply any Interaction tags required
![Closed](../Skins/Default/Stylesheets/Images/transparent.gif)
![](Resources/Images/8-1 IPFX Agent User Guide Flare Menu/Quick Start Overview.png)
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Hangup |
Terminate voice call |
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Hold |
Initiates phone hold |
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Blind Transfer |
Initiates Search window Blind Transfer mode |
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Supervised Transfer |
Initiates Search window Supervised Transfer mode |
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Record |
Initiates ad hoc recording saved to Voicemail Inbox |
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Suppress Record |
Pauses Call Recording if in full recording environment |
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![](Resources/Images/8-1 IPFX Agent User Guide Flare Menu/Quick Start Overview_4.png)
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Play |
Start playback of Callback recording |
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Return |
Initiate return call to customer |
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Delete |
Delete Callback recording and interaction |
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Reschedule |
Return Callback to queue for later redelivery |
![Closed](../Skins/Default/Stylesheets/Images/transparent.gif)
![](Resources/Images/8-1 IPFX Agent User Guide Flare Menu/Quick Start Overview_1.png)
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Initiates call to recipient's primary phone number |
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Initiates call to recipient's secondary phone number |
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Launches default email client with recipient address |
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Launches web page associated with recipient |
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Deletes recipient from the Dial List |
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Prevents further prompts to dial for this campaign |
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Activate rescheduling clock and calendar to re-deliver later |
![Closed](../Skins/Default/Stylesheets/Images/transparent.gif)
![](Resources/Images/8-1 IPFX Agent User Guide Flare Menu/Quick Start Overview_3.png)
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Reply |
Initiate draft response to primary customer |
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Reply All |
Initiate draft response to all addresses on interaction |
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Forward |
Initiate draft to new addressee |
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Park |
Stores interaction in Status pane until Unparked |
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Park for |
Sends interaction to a colleague for action |
![Closed](../Skins/Default/Stylesheets/Images/transparent.gif)
![](Resources/Images/8-1 IPFX Agent User Guide Flare Menu/Quick Start Overview_2.png)
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Send |
Send response |
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Change Name |
Changes your name in Interaction information and response |
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Complete |
Launches a prompt to close the chat session. |
Live Tagging
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On a live interaction, navigate to the Interaction Tagging pane
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Apply any Interaction tags to improve responsiveness
Media
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Use Notes to help quickly ascertain customer's query
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Use
Scripts tabs to read scripts to aloud
More
Check interaction KPIs.
Queuing Time
Duration customer was waiting in queue prior to acceptance
Wrapup Time
This will show duration in Wrap Up Mode once interaction is closed
Held Time
For voice media such as Phone Call or Callback, duration using hold
Agent Time Spent
Total Interaction Time + Time in Wrap Up + Time in Work Time
History
Classify current interaction into groups
Customers must be added as a Contact before interaction can be classified.
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Use
drag-handle on Unlinked Media tile and drop to an existing group
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Apply
Task filters to expand or limit displayed task categories
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Create new task category by clicking
on Unlinked Media tile
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Change task category name by clicking
Edit
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Click task
ellipsis to update
Task status
Contact
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Search customer name using the Link user field if details do not appear
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Press
Add user and complete the Contact form if no details return from search
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Enter the information of the new contact in the
fields provided
TIP You can shortcut to the Contact tab by pressing
in the Active Media workspace
Wrapup
- Click
Expand beside the most relevant Wrapup folder
- Enter
tick in the interaction description box or boxes
- Press
on Interaction Controls pane to submit
TIP If you aren't receiving interactions but are logged in, you check for unsubmitted Wrapups in the Interaction status or confirm whether the Wrapups tab is in the active state
.
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On a phone call, click Transcript tab at any time
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Transcription will appear in real-time as conversation continues
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Search for specific words from conversation by entering in text...
field
- Left-click a line of text then
ellipsis to the right to show the
Tagging Menu
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Narrow visibility of conversation items with
Transcription Toggles
![Closed](../Skins/Default/Stylesheets/Images/transparent.gif)
TIP Lines of transcription which have been tagged will be marked with
History icon to confirm that a change has been made.
TIP If you need more time to process an interaction after it is completed, press the Worktime button on the Ribbon.
Search for more
.
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