Common Agent Workflows

Agents spend most of their time navigating the Contivio Apps along with your CRM/ERP to provide top-notch service to your customers and/or prospects.  Several basic tasks Agents may want to perform are as follows:

Taking Notes and Saving Disposition
To log notes and save a disposition in the App while you’re on a call, you can:

• Click the ‘Call Information’ icon from Side Bar.
• Enter notes into the comment form.
• Select from the ‘Disposition’ drop-down list the result or outcome of your communication.
• Once your wrap up period ends, or you click on Dismiss in the Call Information tab, your disposition will be saved in the CRM or Contivio admin portal.
  
  

Note:
Call Disposition is a preconfigured widget specific to your organization as setup by your Administrator.  Additional disposition options and/or widgets can be added by the Administrator to capture additional communication information. 

Warning: 
Your notes will only get pushed to the CRM solution if setup by your Administrator.  Otherwise, notes can be retrieved and reviewed using Contivio’s reporting accessible to the Administrator.

Need more time to take notes?
To give yourself more time to take notes after a call, you can:

• Click ‘Wrap Up’ (the stop-watch icon) from the Supervisor Bar to temporarily extend your status to Busy to avoid getting any additional calls while you're taking notes. 
• If you extend your Wrap Up period, you will need to click the Down arrow under the Call Information tab to dismiss it when you're done.

Note:
Wrap Up needs to be enabled by the Administrator.  When enabled, the default wrap up period is 15 seconds, but your Administrator might have set a custom duration for you.  If more time is required, please contact your Administrator.

​Search Recent History to Return a Call
​To call someone back from your recent history or view your missed calls, you can:

• Click the ‘Recent & Scheduled Calls’ icon from the Side Bar or Contact Center Drop-down menu.
• Make sure you have the "Recent" calls view selected (the clock icon). 
• Review the list of calls & media and mouse over the contact to activate the ‘Dial’ icon.
• Click the blue ‘Dial’ icon to return the call. 

Note:
Any missed calls will appear with a red phone icon (with a line through it) to the left of the phone number. 
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Manually record a call 
To manually record a call, you can:

• Click the ‘Start Recording’ icon from Supervisor Bar.
• Click the ‘Stop Recording’ icon when finished recording or hang up the call.

Keep in mind, you can also pause any call recordings when taking sensitive information by clicking on the "Stop Recording" button and then clicking on "Start Recording" to resume again. 

Note:
Check with your Administrator to see if your calls are automatically being recorded before using this feature.  Your Administrator can configure the system to record all of your calls or a set percentage of them.

Play a pre-recorded message
To play a pre-recorded message for a caller or a voicemail, you can:

• Click the ‘Play Audio’ icon from Supervisor Bar to retrieve the drop-down list.
• Select from the drop-down list the pre-recorded message you want to insert into the call.

Note:
Audio injection may behave differently depending upon the configuration settings as managed in your ‘Settings’ under ‘Call Handling’.  When playing multiple audio injections for a single call, make sure to always set the default audio injection back to the original as controlled in your ‘Settings’ under ‘Call Handling’.

Warning:
When inserting audio into a call (e.g., leaving a pre-recorded voice message), you have to listen to the audio injection before hanging up and engaging in your next communication.  If you hang up before the recorded message finishes playing, you risk cutting the message short.

​Remove or add yourself from/to a Queue 
To remove or add yourself from/to a Queue or media channel, you can:

• Click the ‘Work Assignment’ icon from Side Bar or Contact Center drop-down menu. 
• Select or de-select the Queues you’re assigned to by checking and unchecking the boxes.

Note:
If you can’t remove yourself from a Queue, contact your Administrator to grant you access from the Administrator Portal.

Warning:
If you remove yourself from a Queue, you will not be able to receive any calls or media that are delivered to that Queue. 

Change your Caller ID or Outbound rules
There are two ways to manually adjust your Caller ID, depending on how your contact center is set up.  We recommend checking with your Contact Center Supervisor to understand which is best for you. 

To select a new Caller ID or Identity, you can:

• Click the ‘Identity’ icon (the one that looks like two masks) from Supervisor Bar.
• Choose the Identity or Caller ID you'd like your contact to see when you call them. 

To change the rules and behavior of your outbound calling, such as screen pops, outbound caller ID and wrap up settings, you can:

• Click the ‘Category’ icon (see screenshot to the right) from Supervisor Bar.
• Select the Queue or Campaign that you want to call out from.

Warning:
Changing your outbound ‘Category’ may also impact how data is pushed to your CRM, how your activity is reported, how your calls are recorded, your wrap up period, etc.  Be sure to check with your Supervisor  before using this feature to understand the side effects.

Search for all customer interactions 
To search and retrieve all recent communications for a specific customer, you can:

• Click the ‘Search’ icon (which looks like a magnifying glass) from Side Bar or Contact Center drop-down.
• Enter the customer's email address or Phone number and click the ‘Search’ icon.​ ​

Use a Questionnaire or Script
To use a pre-defined set of questions or scripts to engage with a caller, you can:

• Click the ‘Scripts’ icon from Side Bar.
• Select from the ‘Script Name’ drop-down list the appropriate form.
• Read aloud the question and record the response using the drop-down list.  Enter notes if required in the form provided.
• Click ‘Next’ to toggle to the ensuing question or select the question hyperlink from the ‘Questions List’.

Note:
Scripts are best used for voice calls, however, they can be manipulated for pre-defined chat templates by copying and pasting them into the chat session as a canned response.

Create a support ticket 
To log a support ticket, you can:

• Click the ‘Settings’ icon from Side Bar.
• Click the ‘Customer Support’ option.
• Select the ‘Issue Type’ from the drop-down list.
• Enter a ‘Description’ of the issue and what you expect should happen.

Note:
For quicker resolution, it’s recommended you toggle the ‘Remote Diagnostics’ to ‘ON’, repeat the issue, and log the issue. This will provide additional information to Contivio Support to troubleshoot those issues related to poor telephony connections.

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