Omnichannel

Omnichannel module makes it possible to work with requests from messengers and social networks in live chat mode (a simplified and interactive request interface). The priority of this module is the fastest processing of requests from users by agents. Also this module has its own statistic information, a separate SLA and other functions and settings available for the efficient building of agents' work.

 

  • Connection;
  • Omnichannel management;
  • Settings:
    • Scripts;
    • Managing templates;
    • Omnichannel settings;
    • Widget and chat settings:
      • Transferring name and e-mail to the chat widget;
  • Working with requests in Omnichannel.
     

In order to start working with the Omnibus module, you should first assign the necessary accesses to this module to the selected group of agent. You can do it in the "Group access rights" menu in the "Omnichannel" tab:

 

The following options will be available for connection:

  • Omnichannel - global access to the module itself;
    • Access to the queue of unassigned requests - responsible for the ability to work with the new, unassigned requests;
    • Omnichannel management.
    • Omnichannel settings;
    • Telephony;

After the necessary accesses are granted, the following interface will be displayed in the module:

 

  1. Omnichannel management - this tab contains information about active correspondence, agents who work in the system and visitors of your site.
  2. Unassigned - all requests that have come to the system from social networks/messengers or chat, and in which an agent has not been assigned yet;
  3. All chats - all current conversations of an agents are displayed here;
  4. Chat - all requests that came from the chat widget. 
  5. Facebook - all requests that came from Facebook channel; 
  6. VK - all requests that came from the VK channel; 
  7. Viber - all requests that came from the Viber channel; 
  8. OK - all requests from OK channel; 
  9. Telegram - all requests Telegram channel;
  10. Instagram Direct - all requests from Instagram Direct (personal messages);
  11. Whatsapp - all requests from Whatsapp; 
  12. Settings - allows you to set and edit scripts to receive requests from the site, add reply templates, as well as select from which channels and in what status requests appear in the section, edit settings of the widget and chat displaying, and other settings; 
  13. Operator status - depending on the status you can automatically assign requests between agents with the dispatcher rule.
     


Let's consider in detail the "Omnichannel management" section, where you will find various tools to control the quality of service. The following features will be available in the management:

  • Active chats. A supervisor or manager has the possibility to see which agents are working with requests, view the correspondence, reassign requests, and leave an internal notes for the agents. This tab also allows filtering by departments and channels, as well as sorting by duration, activity and creation of chats:

 

  • Agents. This menu displays all operators that work in the system, their current status, number of active chats, time since the last reply, as well as the average time of the first reply and all replies for today:
     

 

Omnichannel settings include several options that allow you to organize and automate the basic business processes.

  • In the settings, you can set up Scripts by which requests from your sites will come to the right departments and will be assigned to the agents. You can specify the following settings:
    • Department in which the request will be created;
    • Group - the chat will be available depending on whether the agents of the group are online or not. If none of the agents online, the end user will be offered to leave a request using the request form;
    • Request form - if this option is enabled, the user will be displayed the form for creating a request when no one is online;
    • Activity - this option influences whether the script is active or not;
    • Links to sites - full or partial entry for which the script will be triggered.

 

  • Template Management. Thanks to pre-prepared templates, agents can save time when replying frequently asked questions. In the template you should specify:
    • channels - in which this template can be applied;
    • tags - in which the template will be displayed;
    • content of the template itself.

In order to apply a tag from the template, it is necessary to specify it in the format "/tag" when replying:

 

  • "Omnichannel settings" subsection. 


"Merge replies after the chat has been completed" setting merges all reply from the correspondence into one.

 

"Show a single department avatar in the widget" setting displays the installed department's "Single department avatar" in the widget, so each customer can see the set common avatar and not the avatar of the agent who answers to him.

 

The settings "View channels" and "View statuses" are responsible for what channels and in what statuses requests should be displayedю All the existing statuses in the system are available for selection.

 

 

"Restrict to change user's status to "Offline" if the agent has requests in statuses" - a convenient setting that prevents the user from changing the status if they have unprocessed or incomplete requests.

 

  • Widget and chat settings. In this menu you can find the code for widget placement on the site, as well as some options for its personalization. In the settings there is the code of the widget, which should be placed in the body block on your site.

 

Then there is the visual component of the widget, where you can set the text color and background of messages for agents and visitors, as well as select the default location of the chat. For your convenience on the right page there is a separate block with a preview of the widget appearance where you can experiment with the settings in real time:

 

Also system has the ability to pass the name and email to the widget, using the attributes of data. For this purpose you need to add the field in the widget code, in the script tag:

  • data-user-name="Username"; 
  • data-user-email="Email". 

This will allow you to automatically substitute the user's data in the widget, and the client will not have to re-enter his details to address in the chat each time.

 

Let's analyze the example of working in the module step by step.

1. After a user has written to you in one of the connected channels, a request on behalf of the client will be automatically created in the system, also their request will be displayed in the Unassigned section. To proceed the request, agent should click on "Take the chat" button.

 

To the right of the correspondence area all basic information about the client will be displayed:

  • email;
  • phone number;
  • channel from which the request was received; depending on the channel - additional links to the profile and correspondence; for the chat widget displays the information about the e-mail address and where the transition was made, including the IP of the contacted user;
  • number of request (when hovering over the subject);
  • the total number of requests from the client;
  • custom fields (if any);

2. Inside the chat window you can see the previous requests of the client, the date when they applied, current and previous assignee. You can do this by pressing the button "Show previous requests" (if the client requests for the first time the button is not displayed).

 

3. After assigning the request to one of the agents, the module will allow you to write internal notes (which are used for internal correspondence between agents and are not displayed to the client) and replies. 

 

4. In the correspondence with the user, the agent will have the following tools to work with:

  • reply templates. The template can be called by writing the tag + name of the template. For example: /template;
  • attaching files to the reply. You can do this by clicking on the button ;
  • standard emoticons for communicating with the user. You can display the list of available smileys by writing a colon in the chat:

 

5. The final actions at the end of the dialog can be: either transferring the request to another agent (for example, for additional discussion and solution of the request), or ending the correspondence. You can either end the correspondence or end it with the possibility to open the request afterwards (in classic request interface). To do this, press "Close and open the request" button. 

 

Omnichannel