Interaction Search Agents can search for interactions using a broad range of attributes such as subject, body, assigned agent, or any custom interaction property. Multiple search terms can be combined using and/or operators to create a powerful but simple search and query tool. When combined with custom interaction properties, such as language or priority, you can quickly find any customer message, agent note, or other interaction within your iService tenant. Similar to contact searches, agents are automatically restricted to the types of information they've been granted access.
Supervise Page iService provides managers a complete view of all unanswered interactions in the business segments to which they have access. Managers can "drill down" into the message queues and take actions on multiple messages at once.
My Queue Page Messages are typically assigned using a skills-based routing approach that is consistent with contact center best practices. The message inbox provides a very intuitive interface that is simple to use, yet extremely powerful. Agents have direct access to single-click responses, secure messaging capabilities, SPAM management, complete interaction history for the contact, and a wealth of other features.
Contact Search The advanced search features allow agents to search on any field associated with contacts, including custom contact properties. Results are automatically limited to the business segments to which the agent is granted access for enterprise level security.
Contact Summary The Contact Summary page is completely configurable, and provides a quick overview for each contact. It makes an excellent screen to use for screen pops on incoming calls.
Contact Details In addition to standard contact information, each business segment can create its own custom properties. For instance, the HR department in this example uses a "department" field to track information about employees.
Customer View of Self-help Customers can quickly find answers by browsing through your topics or using search to narrow results. iService tracks views and allows customers to rate articles, providing important metrics that help you keep your knowledge base fresh.
Create Find Answers Articles With an "edit in place" user interface, its easy to create and modify knowledge base articles. If you can create a Microsoft Word document, you can create and edit nice looking FAQ articles.