Business Features
Agent Capabilities
This integration between EFCX Connector and SuiteCRM allows agents to use the same CRM interface for all call and chat handling and transfer. The EFCX Connector has the following feature set:
Logging into EFCX
Open SuiteCRM and click the phone icon in the top right corner of the top bar.
Enter your EFCX agent credentials in the login screen.
Logging
Post Login Interface in CRM
After entering the credentials, the agent can see the dashboard.
Post Login
State Change
Enables agents to change their states globally and MRD-wise.
Global State
Global states are the high-level states that serve as the basis for setting MRD states.
The state change on this level affects state changes on all assigned MRDs.
Change Global state to Ready or Not-Ready
After logging in, an agent may change the global state to Ready or Not-Ready.
During wrap-up, an agent may change the global state to Ready or Not-Ready.
Available controls for agent state are displayed when the bottom-facing arrow button is pressed.
Global State
State Timer
Agents can also see the real-time timer going on to count how much time the agent remains in a state (Ready, Not-Ready).
This state timer is reset every time the global state is changed.
State Timer
MRD States
MRD states are specifically for a particular MRD. Once agents set themselves as Ready, or Not-Ready on a specified MRD, they make themselves available or not available to take requests from that particular MRD.
Change CX Voice State to Ready or Not-Ready
After logging in, an agent may change the CX Voice state to Ready or Not-Ready. On Ready state, he can be able to make inbound and outbound dialogs.
CX Voice State
Change Chat State to Ready or Not-Ready
After logging in, an agent may change the chat state to Ready or Not-Ready. On Ready state, he can be able to make inbound and outbound conversations.
Chat State
Logout
To logout, the agent may select one of the logout reasons that are displayed in the "Logout" section when he clicks on the "Logout” option. The agent will be logged-out with the respective reason.
Logout
Accept a Conversation
Enable agents to receive a conversation from queues, handle an ongoing conversation, link customer profiles, view conversation history, view active channels, and view conversation data.
Inbound Conversation Notification
Once an agent receives a new request, it is assigned to an agent, and the agent is reserved. An incoming conversation notification appears on the Agent Desk, with a button to Accept the request. The notification contains the name of the customer (if identified) or "Jane Doe".
Inbound Chat
View Conversation History
The Conversation History enables the agent to provide the record of all the conversations exchanged with the active customer. Each conversation carries activities exchanged over the conversation. These activities include:
Voice calls received/ initiated by the agent to the customer,
Chat messages sent over the conversation (customer/ whisper messages),
Conversation notifications are logged under all conversations with this customer,
Playable recording links are visible,
Wrap-up and note activities.
So when a request is routed to an agent, the agent can only see the current conversation and the activities/messages exchanged for the active conversation before it was routed to the agent.
Conversation History
Load More
By default, the past conversations are hidden behind a Load More button. If the agent has permission to load the history, they can click this button to load the past conversations of the customer. To know about the latest query, go to the bottom of the conversation by clicking on Jump to bottom.
Load More
New Message
Upon receiving a new message while reading the previous history on the top, the agent will see the New Message button popping up. Click on that to read the newly received message.
New Message
Current Channel and Customer Profile
Upon accepting the requests, agents see the customer profile data and media channel details of the customer on the right under the relevant panes. The CRM profile of the customer is popped up in the background (CRM).
Current Channel
End Conversation
Based on agent permissions, an agent may leave an ongoing conversation even if a customer is present in the conversation.
If the agent leaves a conversation while the customer is still present on any of the customer channels, the conversation remains active, but the agent task is closed.
If the agent leaves a conversation when the customer has left, the conversation is usually closed.
Click the 'cross' icon to leave the conversation.
End Conversation
Apply Wrap-up and Add Notes
A wrap-up is a concluding note added to the conversation that helps the business to know what the conversation was about.
Expertflow CX agents can provide wrap-ups to conversations that they handle, during or after the conversation.
Apply Wrap-up
Agents can apply wrap-ups to a conversation by clicking the notes icon on the control toolbar. A wrap-up dialogue box will appear where wrap-up categories and reasons are listed as defined by the system administrator. The agent will choose a category and a reason that best matches the conversation with the customer.
Apply Wrap-up
Add Notes
After applying wrap-ups, agents add notes to summarize what the conversation was all about.
The wrap-up and notes in the conversation are available as independent activities in the Conversation view.
Wrap-up Timer
A wrap-up feature is already there in the application, but it is not time-framed.
CX now introduces a wrap-up timer as an important metric to measure the agent’s productivity. This feature limits the agent to wrapping up the conversation within the configured time. The system shows a timer to the agent to wrap up the current conversation within the configured time.
The wrap-up time is configurable. By default, it is set to 60 seconds.
The admins can define Wrap-up reasons as defined in the unified admin
Wrap-up Timer
Workflow
Whenever a conversation is closed from either side, a wrap-up window pops up. The wrap-up timer can be seen on the right-hand side. Predefined wrap-up reasons are displayed here.
The agent can choose any suitable reason that fits the conversation and add notes, as adding a note is optional.
If the agent leaves without adding the wrap-up, the timer will disappear/expire, and the conversation will be automatically closed without any Wrap-up reasons, as it is still optional.
Conversation Switching
An agent can accept more than one conversation request at a time. It means he can handle multiple conversations and can switch between different conversations by clicking on the left under the relative panel.
In the case of multiple conversations, when an agent switches to another conversation, the customer profile in the CRM is also switched to the active conversation.
Chat Switching
CTI Call Controls
Provides a CTI toolbar for the agent to perform multiple functions to handle the customer calls after accepting; the CTI toolbar appears with the following controls:
Drag
Mute/Unmute
Hold/Resume
End Call
Drag
As the agent accepts the call, the CTI toolbar pops up anywhere on the screen. On clicking this drag option, this toolbar can be moved anywhere on the screen.
Mute/Unmute
This button on the toolbar enables the agent to mute or unmute the voice if and when required.
Call Hold/Resume
The agent can hold the call by clicking on the Hold button while being active on a call with the customer or with any other agent in case of transfer.
In the same way, the agent can resume the call by clicking on the Resume button as soon as it becomes available again.
End Call
The agent can end the call using this toolbar by clicking on the End Call button. This will end the call leg between the agent and the customer.
Call Controls
Outbound Call
The agent can make an outbound call to any number by clicking on the dial pad on the dashboard.
Outbound Call
Click to Dial
This feature allows the agent to select any number corresponding to a record (Contact, Account, Lead) and initiate an outbound call with that number.
Click to Dial
Screen Pop
When a conversation arrives for the logged-in agent, a CRM customer record is popped up according to the customer’s number and information stored in SuiteCRM.
If no match is found, a new customer record is created automatically. The entity type is configurable and can be adjusted as needed.
If one customer is matched, then that record will automatically pop up.
In the case of multiple matches, a list of all the matched records of the respective entity is shown. And the first record in the list will automatically pop up; however, the agent can also manually select another customer.
Screen Pop
Multiple Matches
Conversation Activity
An activity (Task) is automatically created at the end of the conversation and linked to the matched customer account in CRM. The name is a combination of different attributes that are the conversation type, the direction, and the agent username. The activity has the details for the conversation, such as:
Customer Information
Duration
Conversation Direction
Conversation Type
Agent Name
Time (at which Activity created)
Conversation Activity