3. Media Display
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Contivio is a multi-channel contact center software, which means multiple channels could be active in one session.
The Contivio Media Display or Media "Heartbeat" is a live dashboard of all inbound, outbound, and blended media. It’s located below the Telephony Bar in the Client App and to the right of the ‘Status’ icon on the Toolbar. The Media Display will highlight the engaged communication channel (top) as well as display all active/open sessions (bottom) (e.g., the user is on a call and engaged in a chat). |
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Media Display Window Details
The Media Heartbeat highlights and tracks several signals of all active communication channels – media type, the direction of the media (inbound or outbound), and the timing. The description of the signals are as follows:
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Media Type
Heartbeat Media Type(s).
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The first signal displayed in the Heartbeat is the media icon highlighting the ‘Media Type’. The media icon will let you know which channel is active – voice, chat, email, and/or SMS.
The top section of the Heartbeat will update the media icon should, for example, an outbound call be in progress. The lower section of the Heartbeat will list all active, inbound and outbound communication channels. |
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Media Direction
Heartbeat Media Direction.
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The ‘Media Direction’ will signal whether a call, chat, email, and/or SMS is inbound or outbound.
The ‘Media Direction’ icon will appear in the bottom section of the Heartbeat where all active communication channels are tracked and displayed. The upward, blue arrow is for outbound, and the downward green arrow is for inbound. |
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Media ID
Heartbeat Media ID.
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The ‘Media ID’ identifies who the user is communicating with.
If it’s a voice call, the phone number will be listed, as seen in the example. If it is a chat, you will see an icon with bubbles instead of the phone icon along with the user's name or email address. |
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Media Queues
Heartbeat Media Queues.
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‘Media Queues’ identify the communication grouping or rank.
There are two ‘Media Queues’ highlighted in this example. The ‘South America Support’ placeholder identifies the Queue of the inbound or outbound caller. The ‘East Cost Sales’ placeholder (underneath the phone number) highlights the Queue of the user should they place an outbound call. |
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Timer
Heartbeat Media Timer.
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The ‘Timer’ tracks the duration of all active communication channels. It’s located in the top, right corner of the Heartbeat. The ‘Timer’ is color coded.
Green is for the engaged communication channel. Red is for an on hold communication. |
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Mute Notification
Heartbeat Mute Notification.
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The ‘Mute Notification’ appears when you've muted yourself.
Look for this icon if a caller can’t hear you. |
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Open Sessions
Heartbeat Media Open Sessions.
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The Heartbeat will display all active communications channels, whether the user is engaged or not (e.g., call on hold). The ‘Open Sessions’ will highlight the ‘Media Type’, the ‘Media Direction’, and the ‘Media ID’. It also provides some phone controls to engage an open channel (e.g., hold or hang up).
Don't forget to end the media when you're done working on it. This will be reflected in your agent reports, and it may also prevent you from getting other customer requests. |
