Active Media

Control and manage interactions with customers

Accept Interactions

1. Accept incoming interaction notification to redirect to the Active Media workspace

 



 

2. Use the Interaction Controls for the respective media layout:

 

Phone Call

 



 

 

	Hangup	Terminate voice call
	Hold	Initiates phone hold
	Blind Transfer	Initiates Search window Blind Transfer mode
	Supervised Transfer	Initiates Search window Supervised Transfer mode
	Record	Initiates ad hoc recording saved to Voicemail Inbox
	Suppress Record	Pauses Call Recording if in full recording environment

 

Callback

 



 

 

	Play	Start playback of Callback recording
	Return	Initiate return call to customer
	Delete	Delete Callback recording and interaction
	Reschedule	Return Callback to queue for later redelivery

 

Outbound Dialler

 



 

 

	Initiates call to recipient's primary phone number
	Initiates call to recipient's secondary phone number
	Launches default email client with recipient address
	Launches web page associated with recipient
	Deletes recipient from the Dial List The list of recipient contact information the Outbound Dialler references to initiate outbound interactions.
	Prevents further prompts to dial for this campaign
	Activate rescheduling clock and calendar to re-deliver later

 

Email

 



 

 

	Reply	Initiate draft response to primary customer
	Reply All	Initiate draft response to all addresses on interaction
	Forward	Initiate draft to new addressee
	Park	Stores interaction in Status pane until Unparked
	Park for	Sends interaction to a colleague for action

 

Webchat

 



 

 

	Send	Send response
	Change Name	Changes your name in Interaction information and response
	Complete	Launches a prompt to close the chat session.

 

 

Facebook Timeline Post

 



 

 

What the customer sees

 



 

3. Apply any Interaction tags required

Live Tagging

1. On a live interaction, navigate to the Interaction Tagging pane

 



 

2. Apply any Interaction tags to improve responsiveness

    

   Media

    

   1. Use Notes to help quickly ascertain customer's query

    

   

    

   2. Navigate Scripts tabs to read scripts to aloud

   Welcome	Introductory messages
   Main	Often repeated knowledge-base phrases
   Sign-off	Reminder messages

   3. Press Copy to paste responses in WebChat or email

    

   More

    

   Check interaction KPIs Key Performance Indicators - metrics to estimate average processing times.

    

   
   

    

   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

    

   1. Use the drag-handle on the Unlinked Media tile to drag interaction into an existing group

   2. To make a new group, press Create New on the Unlinked Media tile

    

   

    

   3. Press the edit icon on the new group to name it

   4. Press horizontal ellipsis on a group and select Delete to de-classify interaction from a grouping

    

   Contact

    

   1. Search customer name using the Link user field if details do not appear

    

   

    

   2. Press Add user and complete the Contact form if no details return from search

    

   

    

   3. Enter the information of the new contact in the fields provided

   Icon	Drop-down icon to designate contact as Personal, Company or Customer
   Name	Customer’s first and last name
   Business	Primary phone number
   Mobile	Mobile phone number
   Home	Home phone number
   Company	Company Name
   Department	Company Department
   Position	Company Role
   Account Number	Account ID in your organisation’s CRM
   Email	Email address
   Priority	Increasing the count pushes customer ahead in queue of those with lower
   Region	The physical site in your organisation for whom the contact is pertinent
   Preferred Queue	Routes customer to a specific queue regardless of where they initiated
   Preferred Agent	Routes customer to a specific profile of agents
   Notes	Relevant information you can add which is not captured in other fields

    

   TIP You can shortcut to the Contact tab by pressing Add/Link Contact in the Active Media workspace

    

   Wrapup

    

   1. Click the expander icon beside the most relevant Wrapup folder
   2. Enter a tick in the interaction description box or boxes

    

   

    

   3. Press the Complete button on the Interaction Controls pane to submit Wrapups

    

   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 .

    

Transcript

1. On a phone call, click Transcript tab at any time

2. Transcription will appear in real-time as conversation continues

3. Search for specific words from conversation by entering in text... field

 



 

4. Left-click a line of text then ellipsis to the right to show the Tagging Menu

	Edit	Edit line of transcript (e.g. correct a misinterpreted word)
	Revert	Return transcription line to un-tagged state
	Positive	Sentiment ranking (e.g. reaction to product or policy)
	Neutral
	Negative
	Bookmark	Tag a salient point of conversation
	Priority Bookmark	Tag an important point of conversation

5. Narrow visibility of conversation items with Transcription Toggles

	Bookmarks	Show only bookmarks
	Agent	Show only agent side
	Caller	Show only caller side

 

TIP Lines of transcription which have been tagged will be marked with History icon to confirm that a change has been made.