Functions of the top header bar

The title bar consists of the following elements. Further customized buttons can be added.

Refresh

The button Refresh (1) allows to update the inbox and the personal mailbox and to update e.g. the service level of the displayed mails. The update may also remove already answered mails from the personal mailbox.
A manual update is not mandatory for the view in the inbox. This folder is updated automatically when new mails are delivered or answered.

New Process

A message can be created and sent by the agents via the New process button (2). A new process can be created without interrupting the processing of the currently selected customer mail or saving it manually.

See chapter New Process for more information.

Retrieve Mails

The Manual retrieval button (3) enables agents to retrieve selected mails manually from the global inbox or one of the other folders within the tree view. Thus, this button is only visible if a non distributed request has been selected from the tree view.

See chapter Manual Retrieval for more information.

CTI Status

If the iAGENT Call module is activated, this icon (4) indicates whether the agent’s phone device is logged on to the telephone system (green icon). In case of an unsuccessful logon or an error, this is indicated by a red icon in the CTI status.

Status

The status of an agent is displayed and changed in the top right corner of the top header bar (5). In the Ready status, the agent is considered in the automatic routing process and receives mails. The Busy status can be selected depending on the configuration. In this status, the agent can continue to work in novomind iAGENT, but will not receive any new requests from the automatic routing process.

With the appropriate system configuration, the ready status of an agent can be displayed and set separately for the mail, chat and call status. The Ready status setting determines whether the agent wants to receive new requests via automatic routing (Ready/green icon) or not (Not ready/red icon).

The status can be changed by clicking on the respective status icon. If the separate status display is activated, the status can no longer be set globally in the top header bar – but it will still be displayed there. The global status is set to Ready as soon as one of the three separate ready statuses on the main menu is set to Ready (green), whereas it displays Busy when all modes are set to Busy (red). If the user is logged on to the system with a telephone, only the status for the Call channel is shown in the status display of the title bar.

The Pause selection affects all channels.

The initial standby status of the agent can be preset via the system configuration. Depending on the configuration, the respective settings apply either globally or individually for each channel. To enable the separate status selection on the users via the supervisor, a system setting is required. For more information on the corresponding configuration, please contact your novomind project manager.

User image

If an image is stored for the agent in the user data set, this appears here instead of the placeholder (6). The name of the agent is displayed via tooltip.
When you click on the image, a context menu appears that can be used to perform the following actions:

Break

The agent can log off temporarily via the Break status (7). The iAGENT user interface is grayed out during the pause.

The novomind iAGENT server thus registers the temporary inactivity of an agent. During this time, no new customer mails are delivered to the agent via automatic routing. However, open mails remain in the agent’s inbox. Manually routed mails can still be received by the agent (internal forwarding by administrator or other agents). If the agent is currently in an ongoing chat or call, the pause is first marked when it is activated and only activated when the chat or call has been completed. Even if the pause is not active then, no new requests will be sent to the agent from now on.

To initiate the end of the pause, click anywhere on the locked user interface. The system then asks for the user password. Only after successful input, new requests will be delivered to the agent. The password prompt when logging back in from a break is enabled by default, but it can be disabled in the system configuration.

Break Reasons

If break reasons are defined in the system and assigned to the agent, e.g. via their tenant assignment, they must select a break reason at the beginning of a break. Break reasons can be classified for the reporting of working times as with or without working time interruption. They are maintained by the supervisor.

If a call or chat is received while the break reason dialog is still open, the dialog closes and the request is offered. The moment of the break reason selection is therefore not yet considered as a break. However, if the reason for the break is changed during a break, the break is not interrupted.

Log off

At the end of a session, the agent logs off from the novomind iAGENT server via the Log off button (8). Furthermore, an automatic logout can take place if the agent is inactive. The period of inactivity is defined by the supervisor. The agent is also logged out by closing the browser window.

Any customer messages remaining in the personal mailbox are automatically retrieved from the agent’s mailbox by the novomind iAGENT server. These messages are returned to the general routing workflow. After logging in again, the agent may receive different requests than they had before logging out. This has the decisive advantage that mails due for processing can be processed directly by another agent in the event of an agent’s sudden absence.

Other buttons

Delete

Like the Manual retrieval button, the Delete button is context-sensitive, i.e. it is displayed as needed. It is not intended to be used to close mails that are currently being processed. To do this, agents should use the Close button, which is found in the mail Editor.

The Delete button can be used to delete all drafts or back-up copies of mails that have been stored in the Drafts folder.

Clearance

The clearance concept implements the two-man rule: Reply mails will not be sent directly to the customer or recipient, respectively, but are run by a second, authorised person for revision prior to final delivery (see also chapter Clearance).

Send/Retry

The Send/Retry button is only visible after selecting a mail in the Delivery errors folder. This command enables the user to retry sending a mail that could not be delivered due to a delivery error. The cause for a delivery error can be viewed in the mail history (see chapter Course).