Integration with Salesforce: Use cases

When integrating Salesforce with Nubitalk, the agent has access to the OneAgent console in the Salesforce page.

 

General information

 

 

Logging in

To log in to SalesForce:

  1. Register the softphone with the intended extension and enter his credentials on the (SalesForce) webpage.login.png


  2. Click on Home, in the main tab, and OneAgentWeb opens. Insert an instance:
    SF_log01.png


  3. Insert Username and Password:
    SF_log02.png
    Note: The softphone pops-up when you log in.


Once logged in, the agent has access to OneAgentWeb functions, inside the Salesforce webpage:

SF_contacts.png

 


Salesforce displays the contact's page, if the customer has information saved:

SF_01.png

 

 

Call duration

The application shows time duration for the current call.

SF_duration.png

 

 

Logging out

In order to log out, the agent has to be "Idle" on all Services. This means that the agent should finish the current work and close all active sessions before performing a logout operation.

To log out:

  1. Click on User menu.
  2. Click Logout.

SF_Logout.png

 

 

 

Agent State

 

 

Overview

An agent’s state is a combination of the following 3 states:

  1. Login state - Indicates the agent’s login state in the system. Available states are:
    1. Logged in
    2. Logged out
      Tip: See also Signing In and Out of a Service.
  2. Ready state - Agents are said to be ready when they are available to handle interactions on a service. The ready state is thus configured per service. An agent is ready when he's ready on at least one service. An agent is not ready when he's not ready on all services.

    Available states are:
    Ready.png Ready - on at least one service.
    Notready.png Not ready - on all services, with a reason for each.

    After logging in, the agent's ready state is automatically set to Not Ready.

    To become Ready on all services simultaneously, the agent must click in Not Ready Notready.png on the Phone tab (the button will change to Ready.png).

    NotReady_Console.png

    To become Ready only on a subset of services, the agent must click the individual Not Ready Nrbutton.png button, on the Services tab. From then on, the system will automatically deliver them interactions from those services:
    NotReady_Console_services.png Ready_Console_services.png

    When agents change their state to not ready on a service they must provide a not ready reason for doing so. Before being Ready an agent needs to be logged in to the system and signed in to a service. Once the agent is signed in to a service, they can set themselves to Ready.

  3. Interaction state - Refers to an agent’s contact handling state. Available states are:

Idle - The agent is not working on any interaction.
Busy - The agent is handling an interaction.
Previewing - The agent is reviewing contact information; this is the initial state in outbound Preview sessions.
Wrap-up - after-call work, e.g. agent script filling, etc.

Typical state sequences are:

Idle > Busy > Wrap-up
Idle > Preview > Busy > Wrap-up (Outbound Preview)

Notes:
An agent can be simultaneously in a Ready state and be Busy or in Wrap-up. This means that after the current interaction, they are eligible to receive a new interaction from the system. If the agent is not supposed to receive a new interaction after the current one (e.g. going for a break), then they must set themselves Not Ready during the current call.

When agents log in, normally they become automatically signed in on all started services they are assigned to. If this is the case, then the agent must first set himself ready on the respective services in order to start receiving interactions from them. However, this depends on a service configuration and the system may behave otherwise in different cases. For instance, the agent may not be assigned to any particular service, or they will be set automatically to Ready on services and the system will immediately start to auto-answer interactions.

When agents are only signed in, they can still perform a Supervisor Help operation, as long as they are assigned to a team that is associated with a supervisor who is Ready for help.

 

 

Signing in and out of a service

After being logged in, agents can sign in Rbutton.png and sign out Nrbutton.png from a service. This operation is a sort of “login” operation for agents in a service. This allows agents to explicitly indicate their status in relation to a certain service. This might happen when they are in environments where they are assigned to a lot of services, but only work on a reduced subset, on a staffed period. Before agents can set themselves ready or not ready, they must be signed in to the service.

To sign in or sign out on all services, the agent must click on the corresponding links in the Services tab:

Signout.png

 

To sign in or sign out on individual services, the agent must click on the check box  bellow the service's name in the Services tab:

Signout_service.png

 

 

Not-ready reasons

When agents sets themselves Not Ready on all or on any individual service, they must indicate why they're unavailable to handle calls (for instance break, lunch, etc.). The reason must be indicated in the Not Ready reasons drop-down menu that will appear once they click Ready Rbutton.png (to change to Not Ready):

Notready_1.png          >         Notready_reason.png

 

 

 

Telephony Operations

 

 

Basic telephony operations

Once the system is set up, the application on the agent's console allows the following operations:

  • New session – Creates a new agent session; the application will open a new tab.
  • Show agent script – Each session will have an area to show the agent script URL (defined by service). Depending on the service configuration, the agent script must either be opened on delivery or on call connect.
  • Assign Service – Changes the service associated with the session; the application must load the agent script of the new service.
  • Request wrapup – For sessions of service with the ‘on-demand wrapup’ flag set, you can request wrapup time during the call.
  • End wrapup – When your session is in the wrapup state, you may end it.
  • Terminate session – Terminates your session and closes the respective tab.
  • Business Outcome – You are able to set the session's business outcome by choosing it from a list.
     

 insession_options.png

In an active session (above), you can:

  • Change the session's assigned service.
  • Set its business outcome.
  • Request a wrapup.

 

After the interaction ends you can:

  • Change the session's assigned service.
  • Set its business outcome.
  • End Wrapup.
  • Terminate Session.

endsession.png


When there’s no active session, the session control displays the advanced dial options:

  • Service - the service in which context you wish to make a call.
  • Outgoing address - the address you wish to display on the client's phone when receiving the call.

nosession.png

Note: Depending on the instance's configuration, a New Email icon may also exist.

 

 

During interactions

The interaction control is shown when there’s an active interaction. When an interaction arrives, the answer button will become active and the agent may answer the call. When the interaction goes to the in conversation state (either because the agent or the remote party accepts the call) the interaction controls become visible:

insession.png 


If the user presses the Hold.png hold button the call goes to the held state and the interaction control changes accordingly with the icon indication onHold.pngon hold. If the user extends the call, then the interaction control shows two areas: one with the remote party that is on hold; and another that identifies the connected party. In the on hold area the agent is able to request a transfer, alternate or conference. If the interaction goes to the conference state, then both parties are grouped in a single line/area.

 

 

Client information

When the agent accepts an incoming interaction, if the client has an entry on Salesforce's Contacts, and calls from the ANI associated with that entry, Salesforce shows the client's contact page, automatically. If the contact entry has an email inserted and the customer uses that email box to send an email, when the agent accepts the email interaction, the contacts page will also show up:

contact.png

 

 

Reschedule Contacts

The contact control is always visible for outbound power, preview, predictive and outbound IVR sessions. All the contact addresses are listed and the user is able to reschedule or discard the contact. The schedule information is presented for all contacts.

When the user requests a Reschedule.png reschedule to an address, a screen is shown to enter the reschedule parameters:

Reschedule_n.png

Reschedule_d.png

 

If the agent wishes to reschedule to a new address, they must add that address manually and then request a reschedule.

 

 

 

Sessions

 

 

Sessions overview

Each session is represented in the UI as a tab. Each new session (either created by the system or by user request) will open a new tab with the service's agent script URL:
session_in.png

 

For every session an agent has the possibility to:

  • script.png Show agent script – Each session will have an area to show the agent script URL (defined by service). Depending on the service configuration, the agent script will either be opened on delivery or on call connect.
  • Requestwp.png Request wrap-up – For sessions of service with the ‘on-demand wrap-up’ flag set, the user can request wrap-up time during the call.
  • endwp.png End wrap-up – when the agent session is wrap-up state the user may end it.

 

 

Outbound sessions

For outbound sessions the following buttons/operations are available:

Dial.png Dial audio – Showing the list of contacts addresses associated with a contact. The agent is able to start an interaction by clicking on the addresses. 
Reschedule.png Reschedule – Allows to reschedule a contact attempt to another time. The user is able to indicate the address, address type, date/time, preferred agent (flag) and top priority (flag).
New_Address.png New Address – Allows to insert a new address to the same contact id. 
Discard.png Discard – discards a contact.

Outbound_01.png


Bellow the contact address you can see a time period, in green. This is the address contact rule, which states when this contact can be reached.

 

 

Multiple tabs

The OneAgentWeb's console will be pulled by default every time an agent opens a new browser tab:

Multiple01.png

 

On the previous tab, the console will ask for recover connection. If the Recover button is clicked, OneAgentWeb console opens in this tab and the recover status goes to the other tab.

Multiple02.png

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