User guide

Multimedia Contact Center
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Agent productivity tools
• Agent availability across media types—Enables agents to have a unified login/availability
screen across all media types (e.g., login/logout, set Make Busy with Reason, and remove
Make Busy with Reason), eliminating the need to log in to multiple applications.
• Customer history—Enables you to view the customer history of previous email, SMS, or
fax sessions. For example, Display Current Case allows you to view all correspondence
associated with the current case, while Display Client History allows you to view all previous
correspondence associated with the contact and the entire history of contact between you
and the customer. Agents can provide more efficient service when they can review their
customers’ contact history.
• Media request transfers—Enable an agent who does not have the required information
to transfer an email, SMS, chat, or fax request to an alternate agent, path, or email address.
This ensures that the customer receives the correct answer as quickly as possible.
• Automatic agent identification—Allows for agent mobility by enabling agents to transfer
an email, SMS, chat, or fax request using just the receiving agent’s name and not the agent’s
email address.
• “No Reply Needed” or “Junk Mail” settings—If an agent receives an email, SMS, or fax
from a customer and no response is required, the agent can tag the contact with “no reply
needed”. If an agent receives an email, SMS, or fax from an unsolicited sales organization
or other party, the agent can tag the contact with “junk mail”. This enables accurate reporting
on all contacts, showing the email, SMS, or fax as having been received and not requiring
a response.
• FAQ response templates—Create a folder to store standard company responses to FAQs.
Multimedia Contact Center automatically adds the appropriate FAQ template information,
as identified by the agent, to the reply. Templates optimize productivity and reduce response
times, while maintaining quality with uniform responses.
• Account codes—Enable agents to enter account codes based on topic. You define account
codes in the YourSite database to generate reports on the number, origin, and handling of
calls for each department, service, or company. This enables you to consistently track the
level of service provided to customers across all media.
• Threshold alerting—Provides a visual warning to supervisors and agents when the lon-
gest-waiting email, SMS, chat or fax’s wait time exceeds the threshold. This alerts
supervisors and agents so they can proactively respond to changes in service level.
Supervisor management
Multimedia Contact Center integrates all media types in Contact Center Management for
multimedia reporting and real-time monitoring.
• Multimedia reporting—You can view, generate, schedule, and share reports across all
contact center elements over any date and time horizon. Presentation-quality tables and
charts are delivered in Microsoft Excel. You can readily measure and demonstrate contact
center performance against service level objectives to optimize contact center operations.