Groups

You can utilize groups to restrict visibility for specific areas. An admin can add new groups, and delete and edit existing ones. Groups consist of members, and once a member is added to a specific area, they can see the area in their Omnichannel environment.

Creating a new group

To create a new group, go to Administration > Groups > and click on the + button. After that...

1. Enter a name for the group
2. Enter a description for this group for easier recognition later on
3. Choose the desired area in the drop down list
4. Drag and drop agents into the columns to be added either as agents or team leaders
5. When you are ready, click on Save.

A group can also be created by uploading a CSV file containing details such as group name, area name, and system group name, separated by commas. To create a new group through a CSV upload, click the Upload button next to the + sign. Select Browse and upload the file in CSV format.

Signatures

To streamline replies, the Omnichannel can automatically fill in an agent's signature. Agents can set up their own personal signatures which are only accessible to them, but admins can create area specific signatures which are available to all agents working within those areas. While agents can choose to use a different signature, an admin has the ability to pre-select a specific signature for an area, which will then be automatically selected for all agents responding to errands for that area.

Creating a new signature

To create a signature, go to to Administration > Organization > Signatures. Here you have all existing signatures which were created by an admin on a list. You can edit a signature by clicking on the pen icon, and delete a signature by clicking on the trash can icon. To create a new signature, you click on the + icon, and after that...

1. Select the preferred area where the signature should be available in
2. Type in the name for the signature
3. Type in the preferred signature in the text field
4. When ready, click on Save.

Adding a default signature for an area

To set a default signature for an area, go to Administration > Organizations > Organizations and areas. Then select the desired area, scroll down on the new window on the right hand side until you see Default signature drop down list, choose the preferred signature, and then click on Save. Remember that agents can still select a different signature when responding to errands in the specific area.

Unified statistics

You can use your Omnichannel environment's Statistics feature to view different types of reports, but also create individual reports, for example to dig deeper into different errand data. You can access the Statistics feature from the main menu by clicking on Statistics. Here you have different tabs you can choose from, below you have guidance on the most used ones.

Executive Report

The Executive Report page is showing the current state of the Omnichannel system. If the executive report page is activated for you, you will either see only the areas you are connected to or you are allowed to see all organizations and areas in the system. Here you can get a quick overview on the current day's data in the most common reports such as Active Agent, All Errands, Closed errands, Average handling time, Satisfaction meter overview, Facebook Ratings, Leaderboard and Organizations.

System Report

All available standard reports are located under System Reports. When opening a system report, you get data with the current filters you have on - but you can always edit the filters to your needs. you will be presented with a variety of filter options here. You can filter for example by a date range, channelr, aread or agent types.

If you click on the button Schedule on the top right corner of the page, you can schedule your reports. Add a name to your report and choose your report type, schedule it to be sent our during a specific time, and select agents to be included in the report. Remember to add an email address, to which to want to receive the report.

Create reports

Under the section Create reports you can create your own reports. Here you can see all already created reports and to create a new report, click on the + sign. Add a name on your report and whom it should be visible for. Select which key values your report should contain and choose how the key values you have selected should be grouped. When you are ready, click on Save.

Knowledge base

The knowledge base contains guides, and answers to frequently asked questions and standard responses which can be sent to customers. To access the knowledge base, go to Administration > Knowledge bases. Here you have all the knowledge bases you have created. By clicking a specific knowledge base, you can see all the main categories in that knowledge base in the center of the page, and then all questions and guides under Questions. You as an admin can also see all suggestions for new articles made to the knowledge base by clicking on Suggestions.

Creating new knowledge bases, categories and questions

You can create new knowledge bases, categories and questions in the Knowledge bases section:

• If you want to create a new knowledge base, you click on the + sign above the search field, on the left hand side of the page (point 1. in the picture)
• If you want to create a new category, you click on the + sign above FAQ, in the middle of the page (point 2. in the picture)
• If you want to create a new question, you click on the + sign next to the header Questions, on the right hand side of the page (point 3. in the picture)

You can adjust the knowledge bases, categories and questions to your liking - you as an admin are responsible for organizing it.

Satisfaction meter

To measure how satisfied your customers are with the support they have received from you, you can set up a Satisfaction meter, which is a survey which is sent to your customers after your agents' interaction. You can set it up either for your entire organization working in the Omnichannel environment, or for a specific areas.

Creating a satisfaction meter

To create a new satisfaction meter, you need to go to Administration > Organizations > Receipts and Greetings > Feedback. Here, you click on the + sign, and then a new view opens to the right hand side of the page, where you set up the satisfaction meter. Here, you should...

1. Fill in the receipt type, in this case, select Feedback
2. Toggle on the activity status
3. Give a name for the feedback for easier recognition in the feedback list
4. Select in which organizations and areas this feedback should be used
5. Add the actual feedback questions you want to ask the customer to fill in in the Question section
6. Customize the font, font styles and sizes
7. Choose either Custom or Default meter
8. Click on Save.

You can always edit a feedback form by clicking on the pen icon, and delete one by clicking on the trash can icon.

SLA times

To configure SLA times, go to Administration > Organization > Organizations and areas. Click on the edit button on an area to which you would like to add SLAs for. Then scroll down on the right hand side until you see sections Expiration time for partly answered errands and General expire time. Here you set the SLA levels time-wise, and you can choose between days, hours and minutes. The SLA times are count according to the set working hours.