Chat and Call area

The different modules are processed in separate applications, as they are structured differently in terms of their information content and also require different display formats. For example, a chat has no subject. A separate manual is available for novomind iAGENT Chat.

The respective application is entered with one click. Depending on the system configuration, it is possible that some of these areas can only be entered if there is also a current request for this module (chat or call) or if it is indicated by a flashing symbol when it is received.

Status view and change: Ready / Not Ready

If the system is configured accordingly, the ready status of an agent can be displayed and set separately for the mail, chat and call modules and is then symbolized by a green check mark (Ready) or a red line (Not Ready) on the main menu entry. The Ready status setting determines whether the agent wants new requests to be delivered via automatic routing (Ready) or not (Not Ready).

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 through the dropdown in the title bar – but it will still be displayed there. The global status will automatically be set to Ready when one of the three modes is set to Ready, whereas it displays Busy when all modes are set to Busy.

The initial status of the agent per module (Call/Mail/Chat) can be preset via 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.

Change into Chat and Call Modes

With the appropriate system configuration (system parameter chat.routing.autoModeSwitch=true has been set), it is possible to change onto into chat application, even if no chat is active. This is done by clicking the Chat icon within the main menu bar.

This also leads to an automatic change onto the chat tab after agent login in case that the agent only has chat categories associated.

An incoming call or chat will be announced through a blinking icon on the corresponding main menu bar icon. The incoming call or chat will be established on clicking on the blinking menu icon.

Editing a mail while a chat is running

Appropriate system configuration (system parameter chat.slave.chatMailSimultaneously.enabled=true) permits to switch back to the mail tab while a chat is active and the agent waits for the customer to write a reply. On switching between the mail to chat tabs, the currently assigned count of requests will be displayed on the corresponding menu icon via a little number in a red circle.

Switch by clicking the corresponding main menu icon.
The Chat menu icon will start blinking as soon as a new incoming chat message has been received. The menu icon will continue to blink until the agent switches into chat mode.

Since all mails are withdrawn from the agent when switching from Mail to Chat (except for the mail they have currently opened and processed), an agent might have different mails in their personal inbox before switching to Chat mode for the first time than the ones they find after switching back to Mail. When the agent switches back to the Mail tab, they may get other mails routed to their personal inbox based on the general routing configuration (however, if the agent switches again to a still active chat, the mails that are now in the inbox will remain and will still be there after another switch).

iAGENT Call

novomind iAGENT Call is a paid additional feature that has to be activated by uploading the corresponding Call apps. When switching mode to Call, the agent keeps all mails in the inbox.

When in Call mode, telephone conversations can be documented as telephone tickets. By default, agents may only process one telephone ticket at a time. It is, however, possible to enable parallel processing of multiple telephone tickets. These are then mapped to individual tabs next to the worklist and can be accessed with a simple mouse click.

By specifying the customer’s address (in the entry field Customer), the telephone ticket will be correctly appended to the customer’s history. This permits the centralized management of the entire customer communication.

The telephone ticket header holds the customer’s address, the category and the subject. Depending on the system configuration, those entry fields may have been pre-filled automatically. Moreover, files can be attached to a mail via the paperclip icon.
Memos about the call can be created and saved in the mail editor.

The button bar provides the features Create and Send, Create and Keep and Create and Close (cf. Chapter New Process). In order to associate a call note with an existing process, the note needs to be moved to the personal inbox via Create and Keep first and then be associated with an existing process via the context menu.

For more information about the novomind iAGENT Call, please contact your novomind project leader or the novomind support!