View Media

Monitor and interact with live interactions.

Show Queue Media

1. Left-click Queue Status Bar to show Queue Detail toggles

2. Click Toggle media to active and pending interactions

 



 

3. Identify Live Media icon status

	Ringing queue	Answered queue
	Phone hold	Parked
	Email queuing	Email answered
	Callback	Outbound
	Facebook post	Twitter mention
	Web Chat	Post interaction wrap

4. Review Queue Media Status columns

Caller	Customer media ID or Contact name if known
Subject	Media subject line or Queue Name
Agent	Agent name processing the interaction
Status	Interaction status
Duration	How long an interaction state has been active

5. Left-click an interaction for Live Media menu

	Retrieve		Pick up a held or waiting interaction
	Edit call note		Access live tagging
	Show CLID		Reveal Caller ID if hidden
	Kill		Clear stuck interaction Media still visible even after agent has wrapped up or closed interaction from media view

 

TIP If Queue Count is greater than default maximum 10, use Advanced Search Media Filter to view all waiting media.

Media Types

Agents will accept incoming interaction notifications to redirect to the Active Media workspace

 



 

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

 

Phone Call

 



 

 

	Answer	Answer ringing device
	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

 



 

2. 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. Click 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	Duration in Wrap Up Mode once activated
   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 drag-handle on Unlinked Media tile and drop to an existing group

   2. Apply Task filters to expand or limit displayed task categories

   Closed	Tasks closed from Task Menu
   > 60d	Include tasks from greater than 60 days ago
   	Phone calls
   	Callbacks
   	Emails
   	Webchat
   	Facebook posts
   	Twitter mentions

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

    

   

    

   4. Create new task category by clicking on Unlinked Media tile

   5. Change task category name by clicking edit

   6. Press horizontal ellipsis to update Task status

   Open	Re-open previously closed tasks
   Close	Close selected task
   Delete	De-classify task to unlinked

    

   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 customer information in the Contact Form fields

   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 in the Active Media workspace

    

   Wrapup

    

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

    

   

    

   3. Press on Interaction Controls pane to submit

    

   TIP If you aren't receiving interactions but are logged in, check for unsubmitted Wrapups in the Interaction status or confirm whether the Wrapups tab is in the active state .