InContact Agent Console for Zendesk v2.3 Administrator’s ...

inContact Agent Console for Zendesk v2.3 Administrator's User Manual

Last updated 06/30/2016



Frontline Services LLC 9 Hope Lane,

Eastsound WA 98245

8004176542

Table of Contents

Introduction How it Works Features New in v2.3 Bug Fixes in v2.3

Installation inContact Account Settings

Initializing the Console Accessing the Console New Customer Choose a Password Credit Card Setup

Admin Setup & Options

Login Menu Admin Menu Manage Account Manage Agents Add an agent Settings

Ticket Behavior To get the base URL for .WAV files Enabling Call Logs Automatically Field Mapping Field Mapping Examples Field Mapping to Ticket Fields Field Mapping to an Internal Comment Work Item Field Mapping Work Item Field Mapping Examples Change Password Agent Console Overview Accessing the Console Agent Login Main Screen Toolbar Active Calls Transferring or Conferencing a Call Agents Panel Skills Panel Address Book Panel Contact History Panel Agent Info Panel Automated Outbound Panel Dispositions Email in Queue Email Editor Chat in Queue Chat in Progress Multiple Chats Work Item in Queue Work Item in Progress Support Privacy Policy End User License Agreement

Introduction

The inContact CTI App for Zendesk is designed to seamlessly integrate the inContact Agent Console with Zendesk's Customer Relationship Management (CRM) tools. This application will increase efficiency and easeofuse for companies who use both of these services.

How it Works

As soon as an agent receives a call through inContact, the app searches the Zendesk database for the caller's phone number or another metric (please contact us for customized searches). If a match is found it will open an existing ticket, create a new ticket, or display the user page depending on your chosen settings.

Features

Cost effective at $15 per user, per month. Seamless integration of the Zendesk and inContact agent interfaces Enables inContact Voice Contacts to be held and routed inside the Zendesk application Allows agents to transfer to another skill or another agent Allows agents to do blind and warm transfers Automatic inbound and outbound contact ticket creation and team assignment based on ANI

(optional) Includes First Point of Contact Customer Phone Support (24/7), Maintenance and Ongoing Product

Updates Custom Field Mapping ensures all of the information you need is available for your call flow and ticket

creation. This data can be populated in ticket fields, and comments. Work Item Field Mapping allows contact data to be memorialized in ticket fields or comments. Chat support allows an agent to handle multiple chat contacts at a time. Chat Transcripts are able to be saved as a ticket comment. Support for inContact's Email point of contact Automatic Call Log creation and access from Zendesk tickets. Support for inContact's Marquee functionality. AutoAssign Handling Agent to Ticket Ability to override the default ticket ID. Example usage: choosing the correct customer when two

customers share the same caller ID (ANI). Work Item points of contact allowing voicemail, email, and any 3rd party tasks your agents may

need to fulfill and be tracked in inContact. Agents are alerted that a task is waiting for their engagement. Agent screen pops are frequently utilized with Work Items. Supports multiple Dispositions The mask feature allows agents to mute a part of the recording to protect sensitive customer information such as credit card details

NOTE FOR EXISTING CUSTOMERS: Your Zendesk App will update the next time you login once it is live. While there will be no lapse of service, we are always available to meet with you to go over the changes and answer any questions you might have.

New in v2.3

Email support Added support for inContact's Email point of contact. Includes a builtin WYSIYG editor (What You See Is What You Get). Reply, Replyall, CC, (BCC is not allowed at this time) Data memorialization of the email to a ticket comment Automatic ticket creation will require a custom integration. Because of this we've provided a feature that allows the agent to press a button that will automatically grab the ticket currently displayed.

Automatic Login We've created a feature that will automatically log you back in if your session is still active. This will prevent you from having to reenter your username and password if you refresh your Zendesk browser tab.

 If you use multiple Zendesk tabs it will log you in on each tab. Please note that, depending on your setup, this may create an undesired effect of creating multiple tickets on each new call.

This is an optional setting you can adjust in the admin settings panel. It will apply to all agents if enabled.

New Home Screen We've replaced the old "main menu" with a Queue of incoming contacts. The icons previously on the main menu are still available on the toolbar at the bottom of all panels. Includes counters for each skill assigned to the agent, their personal queue, and timers for the calls waiting the longest.

Agent Screen The agent screen now refreshes automatically. It also displays what status they are in and how long they have been in that status.

Bug Fixes in v2.3

Agent Sessions previously if an agent's session timed out while the agent console did not have an active connection (for example the computer went into sleep mode), the agent console did not correctly reflect the current status of the agent. The agent might think they were still logged in but unable to do anything. In this patch we will now return the agent to the login screen if we are ever given the error for an invalid session ID.

Callbacks previously callbacks required "Create new ticket (OB)" to be enabled. This has been resolved.

Admin settings clarified some setting labels to more accurately reflect their functionality.

Installation

NOTE: Before using the Agent Console App for Zendesk, your administrator must be an administrator in an active Business Unit with inContact.

inContact Account Settings

1. Login to inContact () a. Click on "Manage". b. Under the section "Account Settings" click "API Applications".

Click the "Create New" button.

On the next screen, enter the following information (see the screenshot for an example):

Application Type Vendor Name

Application Name

Register Internal Application

(Whatever vendor name you wish to use. Such as your business name.)

inContactzendeskConsole

API Scope Authorized Callback URLs

RealTime API Admin API Agent API Custom API Authentication API Patron API Reporting API

(leave blank)

When you are done click "Create API Application".

Once created, you will see the following information. We will use this information in the Zendesk portion of the installation:

Now it's time to install the Agent Console App in Zendesk. 1. Log in to Zendesk.

a. Click the gear icon in the bottom left corner of your screen. b. Under the "Apps" heading, click "Marketplace". c. Use the search box to search for "inContact" d. Click the app that appears. e. Click the "Install App" button.

Enter in your inContact account information, and then click Install.

Title:

inContact CTI Agent Console

Token



Service URI:

zationServer/token

Client Id:

(Please check the screen below. It will be

YourApplicationName@YourVendor )

Client Secret:

Please check the screen below: it will be a long string with many different

characters

The inContact portion of the installation is now complete. The inContact icon will now appear in the top right corner of your screen.

Please proceed to the Zendesk portion of the installation.

Initializing the Console

Accessing the Console

To access the Agent console, click on the inContact icon in the upper right corner of Zendesk, the Agent Console will open. The Agent Console will always be available to you using the inContact icon. You can hide and unhide the console simply by clicking the icon, allowing you to view it only when you need to.

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download