User guide

General Information Guide
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Features
Multimedia Contact Center includes the following features:
• Advanced routing
• Agent productivity tools
• Supervisor management
• Multimedia Contact Center Social Media Integration
Advanced routing
• Multimedia paths—Create unlimited email, SMS, chat, and fax paths, such as Sup-
[e-mail], to distribute contacts to the longest idle agent in the group.
• Flexible routing—Provide overflow, interflow, and re-queue email, SMS, chat, and fax
sessions, similar to the ACD. This feature optimizes the use of path and agent resources
to ensure that service levels are met.
• Agent groups—Route multimedia contacts to one primary agent group and up to three
overflow groups. This feature optimizes the use of pooled resources, resulting in more
cost-effective workflow.
• Auto-acknowledgement messages—Create unique auto-acknowledgement messages
for each email, SMS, and chat path, based on business hours. During business hours, the
message notifies customers that the agent has received the inquiry and is handling the
request. Outside of business hours, customers will hear a message that the business is
closed. Auto-acknowledgement messages help to eliminate multiple inquiries.
• Agent “No Answer” handling—Set a timer for each media type which specifies the max-
imum duration contacts can wait before agents answer them. Unanswered contacts are
re-queued at a higher priority. When the original agent does not respond to the contact, the
system puts the agent in “Make Busy with Reason” for the current media type only, and
flags the agent with a re-queued event. The longest-waiting contacts always have the
highest priority.
• “Original agent not available” re-queue time—When a customer emails, sends a SMS
message, chats, or faxes your company a second time, the system attempts to route the
correspondence back to the original agent. If the agent is not available within a set time
frame, the system offers the contact to a different agent in that agent group. Routing the
customer back to the original agent reduces customer wait time and frustration because
the original agent does not have to view the correspondence history prior to responding.
• Customer tracking—Assign unique ticket numbers to each incoming email, SMS, chat,
and fax session, linking the customer’s entire history together. Supervisors and agents can
view detailed correspondence history based on individual case numbers, and customers
can reference specific contacts.