Zoho Desk Connector - Business Features

Login to Agent Desk in Zoho Desk

• An agent can be logged in by entering agent credentials and then pressing the ‘Login’ button from the login screen.

Post Login Interface in Desk

• After entering the credentials, the agent can see the Dashboard.

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 global state to Ready or Not-Ready.

• During Wrap-up, an agent may change global state to Ready or Not-Ready.

• Available controls for agent state are displayed when the bottom-facing arrow button is pressed.

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.

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.

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 conversation.

Logout

• To logout, agent may select one of the logout reason that are displayed in the "Logout" section when he clicks on “Logout“ option. The agent will be logged-out with the respective reason.

Accept a Conversation

Enables 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 Chat Notification

• Once an agent receives a new request, it is assigned to an agent, and the agent is reserved. An incoming chat 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".

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:

• Chat messages sent over the conversation (customer/whisper messages),

When the agent accepts the chat request from customer, he will land into chat screen where he can interact with the customer and can see the previous chats too.

Load More

• By default, the past conversations are hidden behind a Load More button. If the agent has permission to load the history, 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

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.

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 Desk profile of the customer is popped up in the background (Zoho Desk) as described in the Screen pop section .

Hold Conversation

The agent can hold the conversation while interacting with the customer.

Agent can hold the conversation for (1,3,5) minutes up to his requirements.

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. Upon clicking this icon.

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.

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 wrap 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

Chat Switching

• An agent can accept more than one conversation requests at a time. It means he can handle multiple conversation and can switch between different conversation by clicking on left under the relative panel.

• In case of multiple conversations, when an agent switches to another conversation the customer profile in the Desk is also switched to the active conversation.

CTI Call Controls

Provides a CTI toolbar for the agent to perform multiple functions to handle the customer calls.

Inbound Call notification

• Once an agent receives a new request, an incoming call notification appears on the Agent Desk, with a button to Accept the request. The notification contains the number of the customer.

On accepting a call, the CTI toolbar appears with the following controls:

1. Drag

2. Mute/Unmute

3. Hold/Resume

4. 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 any where on the screen.

Mute/Unmute

The Mute/Unmute button on the toolbar enables the agent to mute or unmute if and when required.

Call Hold/Resume

The agent can hold the call by clicking on the Hold button on 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 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.

Outbound Call

• The agent can make an outbound call by clicking on dial pad on the dashboard.

Screen Pop

When a call or chat arrives on the logged-in agent, a Desk customer record is popped up according to the caller number and information stored in Zoho.

1. By default entities supported for searching is Contact

2. If one record is matched, then that record will automatically pop up.

No ANI Match

If there is no match, a Contact will be saved with the name set to ‘Anonymous’, and the number set to the caller number. (By default for the No-Match case we create the Contact, however this is a configurable option and the user can change it as per his requirement).

Multiple Match

In the case of multiple matches, a list of all the matched records of the respective entity will be shown in the drop-down list in alphabetical order on the top of connector. The first record in the list will automatically pop up, however, the agent can also manually select the customer record from the dropdown list and that customer profile will pop up.

Conversation Activity

A call/chat activity is created at the end of the conversation for all call & chat types except consulting calls. It contains information such as

• Subject

• Contact

• Status

• Priority

• Created By

• Time

• Duration

• Agent name

• Conversation Direction

The task subject is created as a combination of different attributes that are conversation type and the ID.

All Call/Chat activities can be seen from the ‘Tasks’ tab at the top, it will show the activities in descending order i.e. latest activity will be at the top. In the case of single matching or no matching record, it will be created automatically.

• Wrap-up reason and call notes will not be reflected in the call activity right now.

Click to Call

This feature allows the agent to select any number corresponding to a record (Contact) and initiate an outbound call with that number.

Silent Monitoring

Enables a supervisor to silently monitor an ongoing conversation between the agent and the customer.

In order to perfrom silent monitor, we need to do the following steps:

• Open the left menu

• Hover over the “Dashboard”

• Choose “Ongoing Conversations Detail”

Barge-In

While monitoring the conversation, if required, supervisors can barge into the conversation.

In order to start barge, we need to do the following steps:

• Open the right menu

• Choose “Barge In”

Whisper

While monitoring the conversation, supervisors can exchange whisper messages with the agent to assist them without the customer knowing.

In order to send a whisper message, we need to do the following steps:

• Open the right menu

• Choose “Whisper”