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12 Avaya Agent User’s Guide

Summary of Contents for Interaction Center 6.0

Page 1: ...Avaya Interaction Center Release 6 0 Avaya Agent User s Guide DXX 1001 03 Issue 1 0 June 2002...

Page 2: ...ount Manager 200 Ward Hill Avenue Haverhill MA 01835 USA Order Document No DXX 1001 03 Issue 1 0 June 2002 To order product documentation online go to http www avayadocs com click on Online Services a...

Page 3: ...History Browser and EDU Viewer 23 Prompter Scripts 23 Web Agent 24 The Web Agent While Handling Email 26 The Web Agent While Handling Chat 28 The Web Agent in Supervisor Mode 30 The Web Agent Status...

Page 4: ...tory 56 Looking Up Information 58 Updating UAD Information 66 Using Screen Pops 67 Wrapping Up Contacts 67 Using the WrapUp Dialog Box 68 Using a WrapUp Prompter Script 69 Troubleshooting 71 Avaya Age...

Page 5: ...eply 94 Addressing Emails with the UAD 97 Using Resources in Email 100 Using Global Agent or Email Template Resources in an Email 101 Using Suggested Responses 102 Sending an Email to an External Agen...

Page 6: ...ing a Chat Phone Session 137 Handling a Chat VoIP Session 140 Transferring a Chat Contact 142 Handling a Join Us Conference 144 Handling Simultaneous Chat Sessions 146 Monitoring a Chat Session Superv...

Page 7: ...ments Supervisors Only 176 Viewing Your Own DataWake Record 176 7 MANAGING OUTBOUND CONTACT CALLS 179 Using Avaya Agent with Outbound Contact 179 Getting Started with Outbound Contact 181 Logging In t...

Page 8: ...IC and Siebel Terms 205 Logging In to Siebel Call Center 205 Logging Out of Siebel Call Center with Pop Up Menu 206 Logging In to Siebel Call Center with Pop Up Menu 206 Answering Contacts with Siebe...

Page 9: ...ly follow the instructions in written or online documentation 2 Check the documentation that came with your hardware for maintenance or hardware related issues Font Type Meaning code This font signifi...

Page 10: ...s available only in printed form A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD ROM This PD...

Page 11: ...sharing rental outsourcing or service bureau use or to train persons other than Licensee s employees and contractors for Licensee s internal business purposes unless previously agreed to in writing b...

Page 12: ...12 Avaya Agent User s Guide...

Page 13: ...ith the Avaya Agent and the Web Agent you can interact with customers in the following ways n Speak with customers whose inbound telephone calls are assigned to you Telephony n Speak with customers wh...

Page 14: ...d with your company n Prompter tab located on the Contact History Browser for scripts telling you what to say to customers n EDU electronic data unit Viewer for information about your current contacts...

Page 15: ...he desktop and the Email task list in the Media pane may look like this CallCenterQ application running in the desktop area Contact History Browser Avaya Agent menu button Status Control bar in Media...

Page 16: ...on n Unified Agent Directory n Email n Chat n Spell checking of email and chat contents n Auto Sync and Page Push n Global Resources and Agent Resources n Email Templates n Suggested Responses n Web S...

Page 17: ...media channels the maximum number of customer contacts of each media channel that you can handle at a time Menu Item Action Always on top When this item has a check mark it ensures that the Avaya Age...

Page 18: ...oads see Setting Your Channel Loads on page 49 Task Lists Depending on your company and your responsibilities you may see any or all of the following task lists in the Media pane of your Avaya Agent n...

Page 19: ...the following illustration or it may have a different set of buttons With the telephony buttons you can perform various Softphone functions These buttons can include n Answer n Hang Up n Hold n Reconn...

Page 20: ...t is available through the Outbound Lists tab which is beside the Media tab Outbound List Processing gives you access to customer lists that you use with customer contact campaigns such as outbound ca...

Page 21: ...component see Chapter 8 Managing Outbound Lists Avaya Outbound Contact Management Avaya Outbound Contact Management Outbound Contact automates outbound calling activities The software runs outbound jo...

Page 22: ...te can be one of the following three positions n Off Break Available The coffee cup toolbar button is raised indicating that you are available to handle outbound calls and speak with customers n On Br...

Page 23: ...rompter Scripts Your system administrator develops Prompter scripts to assist you while you handle contacts Each script is designed to provide a consistent method for you and other agents to communica...

Page 24: ...ages with your customer using the Auto Sync Page Push and Collaborative Form Filling features Customers send an email or initiate a chat session by clicking an appropriate button on your company s Web...

Page 25: ...Web Agent window while you are handling email or chat contacts The section contains the following topics n The Web Agent While Handling Email n The Web Agent While Handling Chat n The Web Agent in Su...

Page 26: ...or your reply The following illustration shows an email reply that an agent is composing in the Web Agent The features of the Web Agent window that are common to the Preview and Compose views are as f...

Page 27: ...email consisting of the email address of the customer any other addresses to which the email was sent the date and time the email was sent and the subject that the customer entered for the email UAD b...

Page 28: ...e of resources you want to see See Resource Toolbar on page 39 n Resource Area Pane that contains resources which are previously prepared text responses emails and URLs Internet addresses that you can...

Page 29: ...ail contact it displays information about your active email See The Web Agent Information Bar on page 32 n Customer Question Area that displays the original question typed by the customer on the Web s...

Page 30: ...nd Text Entry areas display the chat session See Monitoring a Chat Session Supervisors Only on page 147 for more information The Web Agent Status Bar The bottom of the Web Agent as shown in the above...

Page 31: ...e shirt color indicates your supervisor s login status as follows n Grey Your supervisor is not online n Red with yellow stripe Your supervisor is online If you are a supervisor the Status Bar does no...

Page 32: ...When the menu opens you can use the shortcut key beside the option you want to select The menus are as follows n Contact menu This menu displays commands related to chat and email contacts The Print...

Page 33: ...d displays the preferences dialog box where you can customize the look of the Web Agent and set various options related to chat and email The Web Agent Toolbars The Web Agent has several toolbars cont...

Page 34: ...ssible for you to speak with your customer through a connection between your telephone and the customer s Internet connection While you speak with each other you and your customer remain in the chat s...

Page 35: ...esses your reply to the sender of the email and no one else You can change this to Send to External Agent or Request Additional Information to compose those special types of email Reply to All Display...

Page 36: ...esearch the customer s question or problem The message you have composed is saved as a draft For more information see Deferring an Email on page 106 Wrap Puts you in WrapUp state While in WrapUp state...

Page 37: ...log box with information about a specific email or information about any previous emails sent from the current customer s email address You can also see copies of the emails See Viewing Email History...

Page 38: ...re you send it Note You can set a preference to have this spelling dialog box come up automatically after you click Say See Starting a Lotus Sametime Session on page 149 Transfer Displays the Unified...

Page 39: ...n Action Save Saves the resources that you have created or modified Collapse All Hides all resource folders under the single folder that contains them Expand All Shows all resource folders and all the...

Page 40: ...Chapter 1 Overview 40 Avaya Agent User s Guide...

Page 41: ...Directory n Using Screen Pops n Wrapping Up Contacts The chapter concludes with a Troubleshooting section with information about what to do if the Avaya Agent software stops responding Note Depending...

Page 42: ...on before you log in to the second one Note For information about your login ID and password see your administrator When you log in to Avaya Agent you also log in automatically to your other Avaya app...

Page 43: ...t log in to Avaya Agent at the workstation that has the Phone Type assigned to your login ID Contact your administrator if you cannot log in to Outbound Contact 5 Check your Avaya Agent Status Bar loc...

Page 44: ...r chat you can see the following Web Agent icon displayed in the task bar You can double click this icon at any time to bring up the Web Agent Note When you log in to Outbound Contact you cannot log i...

Page 45: ...t dialog box is displayed select a reason Then click OK Setting Your Availability At any point in time you are either available or unavailable to handle contacts in the media channels If you are avail...

Page 46: ...wn in the following table For information on making yourself available for outbound calling through Outbound Contact see Joining Outbound Jobs on page 182 Agent State Agent Button Description Availabl...

Page 47: ...in all media channels looks like this Changing State in a Single Media Channel To change your agent state for one media channel manual mode only n Click the media channel button on the Status Control...

Page 48: ...things n Set your agent state across all media channels n Set your agent state for only one media channel n Set your channel load To enter manual mode 1 Right click in the Avaya Agent Status Control b...

Page 49: ...u may be able to set your chat channel load to three two one or even zero But with a ceiling of three you can never handle four chat contacts To be able to adjust your channel loads your user account...

Page 50: ...number of contacts currently in the system and so on Therefore the numbers can change while you are in your current login session Your current contact loads as shown in the Web Agent may be less than...

Page 51: ...n assigned to you The task lists in the Media pane display the basic information about each contact The Contact pane that is displayed near the bottom of the Avaya Agent contains three areas where you...

Page 52: ...deferred email contacts in the Active Contact Viewer For each active email contact from that customer in another agent s Email task list the Active Contact Viewer displays n The date and time when the...

Page 53: ...that contact The information you see depends on the type of contact n Voice contact Provides only the information shown in the Contact History Browser n Email contact When you double click displays th...

Page 54: ...filter or filters as follows w Media Type Filter Select Phone Email or Web from the Media Name list If you want to view contacts of all media types do not click this filter w Time Filter Click a star...

Page 55: ...the following sections Clearing Current Contacts in the EDU Viewer You use the EDUViewer Reset command to clear all tabs of the EDU Viewer Note Only use the EDUViewer Reset command if your administrat...

Page 56: ...ledge that are used for routing contacts n Agents including w Administrators w Supervisors w External agents who are people usually outside of your company who possess special knowledge or skills w Ag...

Page 57: ...Information on page 58 n Initiating a Voice Contact on page 81 n Transferring a Voice Contact on page 77 n Transferring a Chat Contact on page 142 n Sending an Email to an External Agent on page 103...

Page 58: ...ems of information about the Avaya IC users in your contact center n Contact list tabs for individual workgroups Your contact center may have set up contact list tabs in the UAD Each contact list tab...

Page 59: ...ontact center Typically you will find the following types of information about each person who is listed in the Agents tab General agent information such as last name first name login ID n Telephone n...

Page 60: ...w X Aux work Busy w Shaded out agent head Logged out 5 When you find the name of a person you want information about right click the name and click Properties The Properties dialog box is displayed fo...

Page 61: ...ify the display of the Queues tab take the following steps a In the Media Type frame of the dialog box select or de select the types of media whose queues you want to be displayed b In the Agent Type...

Page 62: ...l or Chat n Agent type External Supervisor or Device n Current agent state Available Busy or Logged Out n Skills such as knowledge of a language or an operating system and skill proficiencies n Person...

Page 63: ...ect the criteria that will be used to search for the person you are looking for The tabs are cumulative that is the search will only find agents that meet the criteria you select in all the tabs when...

Page 64: ...ant double click to select it The selected skill moves to the right side of the dialog box c Select a Range for greater than for equal to or for less than and a Proficiency rating Expert High Low or M...

Page 65: ...other time create a tab with this data as follows a In the text box at the right side of the dialog box where Search X is displayed select the text and type over it to create a name for the new tab b...

Page 66: ...is a delay between the time you first open the UAD and the time that you are ready to use it the information may not be current If you have left the UAD open for awhile you should refresh it to get t...

Page 67: ...nual screen pop for an incoming contact 1 Click the new contact to make it active 2 Right click in any open area of the Avaya Agent 3 Click Screen Pop in the pop up menu Avaya Agent opens the focus wi...

Page 68: ...contacts with the same customer You may need to enter information in one of the following areas or any combination of these n Category You may see a category for each of the media channels in this dro...

Page 69: ...om all available lists before you can add the entries to the Selections list To de select an item and remove it from the Selection list 1 Click the item in the Selection list 2 Click the left arrow bu...

Page 70: ...You automatically enter the WrapUp state and the WrapUp Prompter script opens in the Prompter tab of the Contact pane 2 If necessary click the Prompter tab to bring it to the foreground of the Contac...

Page 71: ...ce with the following procedure If you cannot get an administrator s assistance shut down your machine and restart it To restore the Avaya Agent to its normal condition 1 Exit from the Avaya Agent if...

Page 72: ...ps To restore Avaya Agent and return to your Outbound Contact jobs 1 Exit from Avaya Agent if it is running and if you exit Note If you cannot exit from the Avaya Agent open the Windows Task Manager a...

Page 73: ...le voice contacts Voice contacts that are routed to you are displayed in your Phone task list This chapter includes the following topics n Using the Phone Task List n Handling a Basic Voice Contact n...

Page 74: ...hin the task list and it may contain additional information You double click a contact in the Phone task list to answer a call unless you are using Auto Answer which answers the call for you Then you...

Page 75: ...ntact in the list and adds an open angle bracket to help you identify this as the active contact n Changes the contact s status in the Phone task list to InCall n Opens the CallCenterQ Agent focus and...

Page 76: ...new contact To reconnect to the first voice contact and put the second contact on hold double click the first contact To place a customer on hold while you speak to another customer 1 Ask the customer...

Page 77: ...and have the telephone contact removed from your Phone task list immediately The call waits in a queue until the agent to whom you transferred the call is available to answer it n Conference To transf...

Page 78: ...the call to the first available agent in a queue or the Agents tab to transfer the call to a particular agent Then follow the step below that applies to the tab you selected 7 Queues tab Double click...

Page 79: ...Softphone HangUp button to hang up whenever you want w Cons Transfer Consultative Transfer To transfer the call and have the ability to speak as you transfer the voice contact You can introduce the c...

Page 80: ...etween your Softphone and your physical telephone when communications are disrupted and your Softphone fails to function properly You can identify a communication failure when n Softphone cannot perfo...

Page 81: ...the person you want to call enter that number in the To box at the bottom of the UAD Then skip to Step 9 of this procedure 4 If you want to call a specific agent and there is an Agents tab above the s...

Page 82: ...k the name to move it to the scroll box on the right 9 Click Initiate or Dismiss if you change your mind and do not want to make the call 10 When you are finished speaking click the Softphone HangUp b...

Page 83: ...as an Interactive Voice Response IVR unit as if you had dialed the tones on your telephone To send numerical information with DTMF 1 In Avaya Agent click the DTMF button 2 In the Dial Pad dialog box...

Page 84: ...codes on your telephone or by using Softphone The work modes have been set up at your contact center to correspond to agent states in specified ways For example the AuxWork button on the telephone co...

Page 85: ...ion of automatic and manual modes see Changing State Across All Media Channels on page 47 n Other buttons you push on your physical telephone while wrapping up in automatic mode may not work n If your...

Page 86: ...stomer s history another voice contact is assigned to you 3 Click the Hold button to place the first voice contact on hold so that you can answer the second voice contact 4 Double click the new incomi...

Page 87: ...ter explains the features you can use with Email Management under the following topics n Being Alerted to a New Email Contact n Using the Email Task List n Viewing Email History n Composing a Normal E...

Page 88: ...onfirmation before accepting a contact preference For information see Contact Preferences on page 168 Note If you are alerted to an email contact but do not acknowledge it within a preset amount of ti...

Page 89: ...the status of the email such as whether it is deferred or wrapped The icons in the first column of your Email task list tell you the state of each email contact as shown in the following table The ico...

Page 90: ...elected customer typed in as the subject of their email An email rejected during Quality Assurance and sent to you for correction A reply to an email that you originated An email alert notifying you t...

Page 91: ...ive Contact Viewer It is a good idea to check the Active Contact Viewer when you are looking for information about a customer s recent contacts See Viewing Active Contact Information on page 52 To see...

Page 92: ...ya Agent User s Guide 4 To see complete technical information about the routing of any email selected in the table click the Header check box When there is a problem this information may be helpful fo...

Page 93: ...the top to see a copy of the email itself in the scroll box at the bottom as shown in the following illustration 6 Check your dialog box to see the time range of the emails displayed For example the...

Page 94: ...nd message from customer 3 Read the message using the scroll bar if necessary to see the entire message 4 Before you begin your reply you can use any of the following buttons in the email toolbar as n...

Page 95: ...are relevant to the customer s question in the Email Templates folder Global Resources folder or Agent Resources folder For information on viewing resources see Viewing Your Resources on page 161 9 If...

Page 96: ...displayed so you can check the spelling in your message Check the spelling referring to Spell Checking Your Emails on page 109 if necessary If the Confirm Before Sending option is selected a dialog b...

Page 97: ...eful for the following tasks w Composing a Normal Email Reply w Sending an Email to an External Agent w Transferring an Email Contact w Forwarding an Email w Originating an Outbound Email Note In the...

Page 98: ...Note The To field is disabled for a Normal Reply and for a Request for Additional Information because the email is automatically addressed to the customer to whom you are replying w Cc Copy This field...

Page 99: ...can double click to automatically add the name to the To box Note The To field is disabled for a Normal Reply and for a Request for Additional Information because the email is automatically addressed...

Page 100: ...esources n Agent Resources This folder is for email text and URL resources that you create for yourself These resources are saved with your login ID You are the only person who can see or use the reso...

Page 101: ...he resource from this dialog box 4 To use a resource right click it and select the appropriate option depending on the resource type The options are as follows w Email Email Templates and Suggested Re...

Page 102: ...software is guessing that these responses may appropriately answer the current customer s question When an incoming email in your Email task list has been analyzed you will see a Suggested Responses...

Page 103: ...r s question best 7 When you have found a response that you want to send to the customer right click it and select Use The contents of the Suggested Response are inserted into your email reply 8 If yo...

Page 104: ...agents are visible 5 If the external agent is not located in your site select the name of the site from the Site drop down menu If you do not know where the external agent is located select All Sites...

Page 105: ...ts tabs described in the following steps See Looking Up Agents with the Find Option on page 62 When you entered the agent or queue on the right side of the hen click the Blind Transfer button The emai...

Page 106: ...act so that you can work on it at a later time When an email contact is deferred another email contact can be routed to you in the place of the deferred contact To defer an email 1 Click the Defer but...

Page 107: ...Agents tab you can use the UAD to forward the email to a particular person or to anyone in a particular workgroup or anyone with a particular skill To forward an email 1 With the email displayed in t...

Page 108: ...Then do the following a If the person you are looking for does not belong to the tenants or workgroups that are displayed in the box on the left side of the window make an appropriate selection from t...

Page 109: ...played Tip The Spell Checker has many features all of which are labeled You can see what happens when you click any of the buttons on the right side of the dialog box by holding your cursor over the b...

Page 110: ...hecker to check certain types of words Click the Options button to bring up a dialog box like that shown in the following illustration in which you can select items for the Spell Checker to ignore 6 W...

Page 111: ...ir request until they complete certain information Tell them exactly what information is missing 6 When your email reply is finished read it to verify that everything is correct 7 Click Send The email...

Page 112: ...apply a status to it The status tells the Email Management software how to handle this type of email For example the software may reply to the customer s message automatically using an email template...

Page 113: ...status 6 If an email template is displayed in the scroll box at the bottom of the dialog box read the message for each status to see if it is an appropriate response to this email Tip You may see stri...

Page 114: ...this procedure 6 If you want to address this email to a queue be sure the Queues tab is selected Then do the following a Select the name of the queue from the list on the left side of the window b Cli...

Page 115: ...the window click the name and press the Delete key on your keyboard e Click OK The email address of the person you selected is added to the appropriate field of the email you are composing 8 Repeat as...

Page 116: ...mail task list Notice that the Information Bar informs you that this message needs Quality Assurance 2 Look at the customer s message at the bottom of the email 3 Click the Quality Assurance button Th...

Page 117: ...he administrator has set up the software so that an Approver s comments and a copy of the original email reply are sent to any available agent You may want to ask your administrator whether the agent...

Page 118: ...other email contacts in the list because the customer is still waiting for a reply To edit a rejected email 1 Double click the rejected email contact in the Email task list The Web Agent window displ...

Page 119: ...your administrator if the language is not displayed properly You can also spell check your reply in that language When you open the Spell Checker select Contact Spell Check select the appropriate lan...

Page 120: ...ether this dialog box is displayed whenever you wrap up an email contact See Setting Preferences on page 165 3 If you see a WrapUp dialog box or a Prompter script fill in the questions about this emai...

Page 121: ...plains how to receive and manage your chat contacts and the related collaboration features included with Web Management The chapter contains the following topics n Being Alerted to a New Chat Contact...

Page 122: ...other contacts to begin handling the new chat contact The Wait for confirmation before accepting a contact preference lets you determine whether screen pops are displayed when new contacts arrive For...

Page 123: ...ngth of time the customer has been waiting for a response from you that is the time that has passed since the customer s last response or since the customer requested to chat n Chat contacts in which...

Page 124: ...nd introduce yourself Note Before you begin chatting with your first customer check with your administrator to learn whether you send chat messages to customers by clicking the Enter key on your keybo...

Page 125: ...Windows Task Bar This is the browser you will use for Shared Browsing with your first chat customer For each chat contact that you handle another browser will open and another icon will be added to t...

Page 126: ...stomer s entire question 5 Consider whether any of the Global Resources or Agent Resources are appropriate to send to the customer For information on viewing resources see Viewing Your Resources on pa...

Page 127: ...ecking Your Messages on page 135 Your customer sees the message you just sent in their Customer Chat Applet In the Web Agent your message is moved to the Transcript area beginning with your login ID f...

Page 128: ...ions in Sharing Browsers with a Customer on page 128 Sharing Browsers with a Customer The term Shared Browsing refers to a set of three features that make it possible for you and your chat customer to...

Page 129: ...t to show your customer a product on an external Web site to show the customer that your company s similar product is better or less expensive However using Shared Browsing with an external Web site c...

Page 130: ...the Send Page button or whatever it is called in their applet They can also paste the URL into the applet and click Send Page You should see the page your customer sends you on your browser You can al...

Page 131: ...you have pushed a URL to your customer Your customer sees a message in their applet that a URL was sent to their browser If you entered the URL correctly and the URL is currently working the customer...

Page 132: ...the page containing the form and click the Send Page button 6 Take turns with your customer as needed to fill out the form Everything you type in the form is displayed immediately on the customer s br...

Page 133: ...your own use These resources are saved with your account Other agents cannot see the resources that you create n Migrated Resources You see this folder after you import migrated resources Your adminis...

Page 134: ...customer the Transcript area displays the following JackS Hello 5 If you want a URL resource to open in the customer s browser click the resource and select Push The Web page at that URL automatically...

Page 135: ...message you want to check 2 Select Contact Spell Check The Spell Checker is displayed Tip The Spell Checker has many features all of which are labeled You can see what happens when you click any butt...

Page 136: ...headsets The customer can request this type of call from the Web site or you can initiate it from the Web Agent n Chat VoIP You speak to your chat customer over your telephone or headset Your custome...

Page 137: ...ustomer requested a Chat Phone call or you want to suggest one to your customer n Responding to a Chat Phone Request n Initiating a Chat Phone Request You use the Softphone interface in the Avaya Agen...

Page 138: ...agent supervisor or external agent See Transferring a Chat Contact on page 142 w Invite another person into the chat session See Handling a Join Us Conference on page 144 6 When you are certain that t...

Page 139: ...ourself available 6 When you know the telephone number in the Caller Number box is correct click the Activate Callback button You hear noises as the telephone number is dialed by the system Then you h...

Page 140: ...ontact this request may be routed to you and appear in your Chat task list You must initiate the Chat VoIP feature from the Web Agent Customers must meet certain requirements to be able to engage in a...

Page 141: ...uirements If the customer s computer is not able to use VoIP the customer receives an error message explaining the problem You can also see the error message in the chat transcript If the customer s c...

Page 142: ...rred chat waits in queue until the person to whom you transferred the contact clicks the contact in their task list If the agent does not answer soon enough you can cancel the transfer or continue to...

Page 143: ...he name or select it and click the button The name you selected is displayed in the box on the right side of the UAD along with information about the person Tip If you need to remove a person s name f...

Page 144: ...RL and enter a handle user name and password You can then all share browsers and type messages to each other about what you see For example say that you have a customer who is thinking about buying an...

Page 145: ...to make a call 4 Click the Join Us button in the Web Agent window The Join Us dialog box is displayed It may display a password chosen for you or the password field may be empty 5 If the password fiel...

Page 146: ...tomers are reading material you sent them trying out your suggestions filling out forms and so forth Tip If you plan to handle multiple sessions it is a good idea to set the Away from Desk message as...

Page 147: ...the Chat task list Wrap up and close this session as usual See Sharing Browsers with a Customer on page 128 The other chat sessions remain active until you wrap up and close them Monitoring a Chat Se...

Page 148: ...browsers from opening for each monitoring session See Setting Preferences on page 165 for more information 3 If the File Download dialog box is displayed click Open this file from its current location...

Page 149: ...he session without typing messages Note If you click another chat session the system will announce that you left the first session You can only monitor one session at a time 7 To end your monitoring s...

Page 150: ...heir browser and visited the company Web site The DataWake record includes links to two types of pages that the customer visited n Escalation pages Pages from which customers send an email or request...

Page 151: ...nd click Contains You can enter multiple names to see DataWake records of multiple customers w Restrictions If you want to refine your view further enter information into one of the following Start Da...

Page 152: ...igned a chat contact in another language and the language is not displayed properly check with your administrator You can spell check your chat messages in a secondary language before you send them Wh...

Page 153: ...og box asking you to confirm your action click Yes A WrapUp dialog box may be displayed for you to fill in information about this contact Or you may see a Prompter script displayed in the Avaya Agent...

Page 154: ...Chapter 5 Managing Chat Sessions 154 Avaya Agent User s Guide...

Page 155: ...it would take to type the same information repeatedly For example text resources may consist of boilerplate text and small pieces of text that you can use in your chat sessions such as common phrases...

Page 156: ...can add to or modify the message as needed For example you could create an email resource to respond to a question customers frequently ask about the safety of a product Text Files You can use text fi...

Page 157: ...te resources for specific tenants A tenant may be a company a location such as New York or Boston or a workgroup such as Sales or Support You can create resources in different languages which is usefu...

Page 158: ...entered This read only information will be displayed as a tooltip when you hold your cursor over this resource 3 If you want to create the resource for a specific tenant select that tenant from the Te...

Page 159: ...rce in emails they compose any addresses you add to this field will be added to any recipient addresses already in the To field Cc Any addresses you enter here will be entered in the Cc field of email...

Page 160: ...l Checker After you correct any errors you can copy the message and paste it back into the New Resource dialog box 12 Click OK If you need to change anything in this resource after you click OK right...

Page 161: ...e resource is updated Deleting a Resource You can delete any resource you created yourself Only supervisors and administrators can delete a Global Resource To delete a resource 1 From the Web Agent se...

Page 162: ...menu Tip Keyboard characters to the side of the folder icons indicate whether folders are open closed or empty As in the Microsoft Windows operating system a closed folder has a plus character an open...

Page 163: ...organize your resources 1 If you want to display the contents of all the resource folders including subfolders and resources right click the word Resources at the top of the Resource area Then click...

Page 164: ...to another folder Importing Migrated Resources Administrators of your contact center may have set up resources with version 5 6 of Avaya IC If your administrator asks you to import these migrated reso...

Page 165: ...the global resources file Global resources have a rsc at the end of their filenames The resources are imported and displayed in the Resource area Setting Preferences You can use the Preferences dialog...

Page 166: ...learn about the options in that tab w User Interface Preferences on page 166 w Contact Preferences on page 168 w Email Preferences on page 169 w Chat Preferences on page 170 w Other Preferences on pa...

Page 167: ...You will see the changes in the Web Agent the next time you log in The Font Settings section contains tabs and drop down menus for you to choose the way the text looks in different parts of the interf...

Page 168: ...you reject the contact when the dialog box is displayed the contact is assigned to another agent n Alert with sound when a new contact arrives If you select this option a sound is played whenever a n...

Page 169: ...ect this option after you click the Send button to send an email a dialog box asks if you are certain that you want to send this message This gives you a last chance to check your emails before you se...

Page 170: ...s option your email replies when you select Send to External Agent from the drop down menu are automatically wrapped up after you send them n Wrap contact after a Request Additional Information reply...

Page 171: ...the description of the previous preference is sent each time the specified amount of time passes until you type a chat message to the customer n Away from Desk message text This option lets you can c...

Page 172: ...e resource when double clicked If you select this option whenever you double click a resource its contents are inserted into the email or sent to the chat customer immediately If you do not select thi...

Page 173: ...o remove the check mark 3 If the document you want to view is related to a specific tenant or language make the appropriate selection from the drop down menu If there is only one tenant or language in...

Page 174: ...f Service database which is then subject to your administrator s approval or rejection You can create the document on the Submit a Document page paste an existing document into that page or enter a UR...

Page 175: ...an delete the email composition text from the Web Agent 12 Scroll to the bottom of the Submit a Document page and click Submit Your document is added to the Proposed Documents list which is the list o...

Page 176: ...of the proposed documents you want to see and click Manage Proposed FAQ A list of pending FAQ documents for this tenant is displayed 4 To view a proposed document click its title in the Pending column...

Page 177: ...ataWake Record Issue 1 0 June 2002 177 2 In the Agent s Current DataWake section click Display Session The DataWake record of your current browser session is displayed 3 Click the links to view the de...

Page 178: ...Chapter 6 Performing Chat Email Tasks 178 Avaya Agent User s Guide...

Page 179: ...re guides you through the process of managing each call from initiating the call to recording its outcome This chapter provides you with step by step instructions on how to manage Outbound Contact cal...

Page 180: ...cending order Z A and 9 0 by clicking the Job List bar n CallCenterQ pane Displays information about the customer Customer information can include the customer s name and address the product the custo...

Page 181: ...nformation and script appear on your desktop when you hear the ringing tone You can review the customer s information only after Outbound Contact connects you with the customer n Predictive dialing mo...

Page 182: ...tact tab you select one or more jobs join the jobs and go off break to become available to handle calls Outbound Contact begins the process of connecting you with customers To join a job 1 Click the O...

Page 183: ...ng Button Button Name Action Accept Use to accept the call to the customer Outbound Contact dials the customer s telephone number and connects you with the customer Reject Use to reject the call to th...

Page 184: ...K If the customer asks not to be called again click Do Not Call on the toolbar In the Do Not Call dialog box you can add a reason for the customer s request Click OK to continue with the next call No...

Page 185: ...l is unsuccessful when Outbound Contact Management detects one of the following tones During the day you can take a break join additional jobs or leave one or more jobs without logging out of the Outb...

Page 186: ...Prompter to begin The script text is based on your conversation and the customer s responses to your questions During the conversation the customer may ask that you reschedule the call or that you do...

Page 187: ...hour and minute fields Note The Outbound Contact displays time based on the 24 hour clock For example 1 30 p m is 13 30 3 On the Required Agent tab select an agent to handle the rescheduled call Selec...

Page 188: ...t and records the customer s request in the database Handling Stray Calls Occasionally Outbound Contact passes you an unexpected call referred to as a stray call This is an inbound call that is not re...

Page 189: ...s you that a stray call has come in excuse yourself to the customer you were talking to and put that customer on hold 2 Click OK in the dialog box You hear a ringing tone for the stray call 3 Complete...

Page 190: ...box click OK Outbound Contact disconnects the stray call To handle a stray call when you are not handling an outbound call and you are using Auto Answer 1 When Outbound Contact displays the Stray Call...

Page 191: ...bound Result category Note The list of outcomes that you see may be different from those shown in the illustration Contact your system administrator for help with your company s customized outcomes 2...

Page 192: ...ing Outbound Contact Calling When you go on break you signal the Outbound Contact that you are unavailable to handle outbound calls When you want to resume handling outbound calls you go off break to...

Page 193: ...me 4 Click Leave Job on the Outbound Contact tab The icon preceding the job in the Job Name list changes from an open blue lock to a closed red lock Note You are still logged in to Avaya Agent You can...

Page 194: ...utbound calls Then you can handle the outbound call without being disturbed Outbound Contact blends the activities you can do based on your skills and outbound jobs Outbound Contact uses the Agent Ble...

Page 195: ...t tab n Rejoins you to the jobs you originally joined Note To join additional jobs click each job Then click Join Job To resume your Outbound Contact activities n Click the Off Break button You can no...

Page 196: ...onversation you record their responses to the Show script As you begin the day you log in to Avaya Agent from the Start menu Join more jobs On Break Join Job Off Break Click the On Break button Select...

Page 197: ...rs The customer s information is displayed in the CallCenterQ Contact History Browser Prompter and EDU Viewer panes just as the customer s data is displayed in the email and Web channels The Status Co...

Page 198: ...o make yourself unavailable to speak with customers but you do not want to leave any of the jobs From the Status Control bar click the On Break button Outbound Contact updates the icons that are assoc...

Page 199: ...ter contains the following topics n Overview of Outbound List Processing n Making Calls with Outbound Lists Overview of Outbound List Processing Your system administrator can create multiple customer...

Page 200: ...the customer s status to Unreachable and not call the customer again n Set the length of time between attempts to call a customer if the result of a call is Busy Answering Machine or No Answer Note I...

Page 201: ...front 3 To start your call click Next Customer Outbound List Processing selects the first customer from the list and fills the Outbound Lists tab with the customer s information Depending on your syst...

Page 202: ...Chapter 8 Managing Outbound Lists 202 Avaya Agent User s Guide 8 When you are finished click the Done icon 9 To call the next customer on your list repeat from Step 3...

Page 203: ...ll Center Note The examples and illustrations in this chapter use the out of the box implementation of Avaya Agent and Siebel Call Center If your contact center uses a different Siebel eBusiness Appli...

Page 204: ...a Agent with Siebel 204 Avaya Agent User s Guide Avaya Agent looks like this with Siebel Call Center in the desktop For information about using Siebel Call Center see your Siebel Call Center documenta...

Page 205: ...tion about your login ID and password see your system administrator To log in to Siebel Call Center with a different login ID and or password 1 Click Start Programs Avaya Interaction Center 6 0 Avaya...

Page 206: ...nnel you see the Logout option in the menu not the Login option The pop up menu with the Logout option looks like this To log out of Siebel Call Center from Avaya Agent 1 Right click a blank area of A...

Page 207: ...on page 94 n Handling a Basic Chat Session on page 124 Handling Screen Pops Screen pops are dialog boxes that are displayed on your screen when an incoming Avaya IC contact is assigned to you The dial...

Page 208: ...record and associated activities called Unknown Contact in Siebel Call Center The Unknown Contact information appears in the Contact area as shown in the following illustration You update the Unknown...

Page 209: ...tact section of Siebel Call Center to save the Siebel contact record Answering a Chat Contact from a New Customer In this example Jane Connor logs in to the company Web site Because this is the first...

Page 210: ...ay need to scroll to see the customer s entire question The Contact pane of Avaya Agent shown in the following illustration displays the following w An empty history in the Contact History Browser w I...

Page 211: ...e You type the URL to the Web page in the Text Entry area of the Web Agent and click Send URL 9 To end the chat contact you click Wrap and record the wrap up information for the contact Siebel Call Ce...

Page 212: ...a contact in the Contact History Browser Avaya Agent displays the linked Siebel activity into Siebel Call Center in addition to the actions described in Viewing Contact Information with Siebel Call C...

Page 213: ...spect switch Hold button with 76 Auto Answer 75 Auto In work mode 84 automatic mode 48 Auto Sync 129 Aux work state 46 availability for contacts 45 agent state 46 channel load 49 contact loads chat an...

Page 214: ...ail contact 53 filtering 53 overview of 51 voice contact 53 Contact History Filter 53 overview of 23 sorting contacts 53 contact load chat 147 contact loads chat and email 50 contact pane Prompter 23...

Page 215: ...112 tracking information 91 transferring 105 viewing previous emails from customer 91 Web Agent window with 26 wrapping up 120 email contacts Contact History Browser 53 icons 89 list of 88 Email Hist...

Page 216: ...email see Email Management migrated resources 164 minimize 16 monitoring chat sessions 147 N nuisance calls 192 O Off Break 193 on hold 76 opening application focus 50 Siebel Call Center 206 originat...

Page 217: ...ing rejected email 118 R ready button 19 reason information wrapup 68 reconnect button 19 reconnecting to call on hold 76 to physical telephone 80 refreshing Softphone 80 reloading EDU Viewer layouts...

Page 218: ...8 Suggested Responses 102 supervisors finding in UAD 62 T tabs Media 17 Outbound Contact 22 task lists Chat 123 Email 88 Phone 74 task load 18 telephone contacts See voice contacts tenant definition o...

Page 219: ...chat 170 chat and email contacts 168 email 169 other 171 user interface 166 resources 163 setting agent state 46 setting channel load 49 Status Bar 30 toolbars 33 viewing customer DataWake 150 viewin...

Page 220: ...220 Avaya Agent User s Guide Index...

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