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toolbar cheat sheet - Contivio Online Help · Contact Center App Cheat Sheet (Toolbar Mode) –Page...
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6. Contact Center Drop Down 1. User Bar 4. Supervisor Bar 3. Telephony Bar 2. Media Display Window Busy & On Break – No inbound media sent to user Help Link takes you to the Contivio help center Custom Work Break Statuses Configured by Administrators in the Admin Portal User Status – Set your status to let your team know if you’re available Identity – Set your outbound caller ID Category – Set your primary queue or campaign Play Audio – Insert an audio recording into call Work Status – Live contact center statistics by Agent, Queue, and Campaign Stop Monitoring – Stop monitoring a live call Supervisor Whisper – For Supervisors to Coach users Supervisor Barge-In – Interrupt a call Start Recording – Manually record a call Stop Recording – Manually stop recording a call From Left to Right Call Duration/Timer Caller ID Queue Outbound Media Type Search Customer ID Message/Reply box to one or Multiple Users Compose, Send & Track Drop down list of users to message Inbound Outbound Indicator Media From: Contact Date/time Stamp From Left to Right Instant SMS Fax Email Send Clear Refresh Number or Extension (E.g., Queue ID + Extension Unheard Saved Date/time Stamp From Left to Right User/Agent Questionnaire Call Scripts A predefined, question tree with drop down options and dependent results Active Queues Contact Center App Cheat Sheet (Toolbar Mode) – Page 1 Telephony Keypad Mouse click number to dial or use number pad on keyboard. The keypad is good to use for extensions. Caller/Message ID Preconfigured drop-down options User comments to push to CRM Dismiss Notes from transferred call… After you click on the dismiss button, your notes and disposition will be stored in the company’s CRM or database. Contact ID (# or Email) Date & Time From Left to Right Media Chat messaging portal Chat message reply box Chat message log Contact and Duration Canned Answers Transfer Inbound Outbound Missed Hold End Call or Media 4 3 2 1 5. Media Notification Pop Up Click Accept to accept the call or media, Click Decline to decline the call or media. Settings can be adjusted under “Settings” tab. 5 SMS Voice Chat Email Voicemail – X:Y Call Voicemail unheard : saved Drop-down – Recording & Supervisor Tools Scheduled Calls – View scheduled calls Wrap Up – Extend your wrap-up period to finish notes Call Answer – Accept call From Left to Right Call Hold – Place call on hold or park for another Queue via transfer Call Conference – Add up to 5 additional participants to the call Call Transfer – Warm or cold transfer of a call to a Queue or User - Warm Transfer: place call on hold, contact 3 rd party, connect/transfer call, make introductions - Cold Transfer: dial extension/number, connect/transfer call automatically to 3 rd party Call Hang Up – End call Mute – Extend your wrap-up period to finish notes Dial Bar The dial bar all the way to the left allows you to search for other agents, find a speed dial # Ready – You are available to take inbound calls and media Inbound Message Outbound Category – This shows the queue or campaign you are logged in as. From Left to Right 6 Queue Users/Agents Call Transfer Monitor Status Scheduled Calls Contact ID (# or Email) Date & Time From Left to Right Media Inbound Outbound Missed SMS Voice Chat Email Media Assigned Queue Screen Pop From Left to Right Assigned Screen Pop
Transcript of toolbar cheat sheet - Contivio Online Help · Contact Center App Cheat Sheet (Toolbar Mode) –Page...
6. Contact Center Drop Down
1. User Bar 4. Supervisor Bar3. Telephony Bar2. Media Display Window
Busy & On Break – No inbound media sent to user
Help Link takes you to the Contivio help center
Custom Work Break Statuses Configured by Administrators in the Admin Portal
User Status – Set your status to let your team know if you’re available
Identity – Set your outbound caller IDCategory – Set your primary queue or campaignPlay Audio – Insert an audio recording into call
Work Status – Live contact center statistics by Agent, Queue, and Campaign
Stop Monitoring – Stop monitoring a live call
Supervisor Whisper – For Supervisors to Coach usersSupervisor Barge-In –Interrupt a call
Start Recording – Manually record a callStop Recording – Manually stop recording a call
From Left to RightCall Duration/TimerCaller ID Queue
Outbound
Media Type
SearchCustomer ID
Message/Reply box to one or Multiple Users
Compose, Send & Track
Drop down list of users to message
InboundOutboundIndicator
Media
From: Contact
Date/time Stamp
From Left to Right
Instant SMS Fax Email
Send
Clear
Refresh
Number or Extension(E.g., Queue ID + Extension
Unheard
Saved
Date/time Stamp
From Left to Right
User/Agent Questionnaire
Call ScriptsA predefined, question tree with drop down options and dependent results
Active Queues
Contact Center App Cheat Sheet (Toolbar Mode) – Page 1
Telephony KeypadMouse click number to dial or use number pad on keyboard. The keypad is good to use for extensions.
Caller/Message ID
Preconfigured drop-down options
User comments to push to CRM
Dismiss
Notes from transferred call…
After you click on the dismiss button, your notes and disposition will be stored in the company’s CRM or database.
ContactID (# or Email)
Date &Time
From Left to Right
Media
Chat messaging portal
Chat message reply box
Chat message log
Contact and Duration
Canned Answers
Transfer
InboundOutbound
Missed
Hold End Call or Media
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5. Media Notification Pop Up
Click Accept to accept the call or media, Click Decline to decline the call or media.
Settings can be adjusted under “Settings” tab.
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SMS
Voice
Chat
Voicemail –X:Y
Call Voicemailunheard : saved
Drop-down – Recording & Supervisor Tools
Scheduled Calls – View scheduled calls
Wrap Up – Extend your wrap-up period to finish notes
Call Answer – Accept call
From Left to Right
Call Hold – Place call on hold or park for another Queue via transferCall Conference – Add up to 5 additional participants to the callCall Transfer – Warm or cold transfer of a call to a Queue or User- Warm Transfer: place call on hold, contact 3rd party, connect/transfer call, make introductions- Cold Transfer: dial extension/number, connect/transfer call automatically to 3rd party
Call Hang Up – End call
Mute – Extend your wrap-up period to finish notes
Dial BarThe dial bar all the way to the left allows you to search for other agents, find a speed dial #
Ready – You are available to take inbound calls and media
Inbound
MessageOutboundCategory – This shows the queue
or campaign you are logged in as.
From Left to Right
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Queue
Users/Agents
Call
Transfer
Monitor
Stat
us
Scheduled Calls
ContactID (# or Email)
Date &Time
From Left to Right
MediaInboundOutbound
Missed
SMS
Voice
Chat
MediaAssigned Queue
Screen PopFrom Left to Right
Assigned Screen Pop
