Learn how to engage with Active Workitems.
With the Thrio system, you can receive live chats from customers who encounter a chat form on a web site or mobile app powered by Thrio. Be aware that because Thrio uses AI (Artificial Intelligence), customers may first encounter a Chat BOT. Often times, the Chat BOT will support an intelligent dialog with the customer and answer all the questions they need and the chat never becomes “live” for you to intervene. Another scenario occurs when the Chat BOT does all it can do to satisfy the customer, but the customer nonetheless needs live intervention from an agent or supervisor. In this case, when the chat is routed to you, the previous dialog with the Chat BOT will be available for you to see when you accept the chat.
When you are available and an incoming chat is presented to you, the Workitem Control Pop-Up will appear in the lower, right-hand corner of your screen.
It is considered a best practice to immediately reject a workitem you cannot handle. The rationale is that it’s better to send the customer back to the ACD queue as quickly as possible to ensure the integrity of SLAs.
Upon accepting a chat, the active workitem control tabs will default to “chat” and show any previous dialog between the Chat Bot and the customer. If there was no Chat Bot involvement, you will see any preamble messages automatically sent to the customer and also any chat form data the customer may have filled-in. You may now continue the chat dialog “live.”
The chat dialog screen will appear directly in the middle of your workspace. You will see a time stamp next to each bit of dialog both from the customer and also your responses. This helps you to keep track of response time so you can be diligent in engaging the customer in a timely fashion.
When a customer is typing and preparing to send you the next piece of dialog, you will see a progress indicator letting you know they are typing. This helps to avoid sending unnecessary answers or interrupting the customer whilst they are in thought and typing.
After accepting a workitem, you can click on the “Contact” tab to reveal the “Mini CRM” screen. Here you can add or edit information about the customer. The contact screen provides you with the ability to get a quick look at essential customer information. This includes fields for name, address, time zone, coordinates, date of birth, and customer ID numbers or case numbers, for example.
Depending on how your system is configured, you may be able to view the same contact information in a native, third-party CRM system that Thrio is integrated with.
The use of tabs here is to provide you with a short cut to that section. You can also scroll down to the section you have selected
After accepting a workitem, you can click on the “Notes” tab to reveal to see existing notes on the customer taken by other agents and you can also create a new note.
Depending on your authority or class of service, you may not be able to create new notes. This note-taking capability is set by your system administrator.
The Personality Insights tab reveals tips on how to best interact with the customer. Insights will only appear if there has been enough historical dialog with the customer to ascertain personality.
The Data tab stores essential “snapshot” information on the customer including name and file number (if connected to back-end system).
The Information tab provides details on the workitem including priority, queue information, and start and stop times.
The history tab reveals a chronological timeline of interactions with the customer. Over on the right-hand side of the screen you will see arrows. Clicking on an arrow that corresponds with stored workitem will reveal more detail on that item.
The history detail in an active workitem screen will appear on the right-hand side of the workspace. It provides a chronological history of interactions with the active contact.
On the very top of the history window, you can click on the drop-down icon to choose how far back in history you want to see. Your choice will then display only items in that chosen timeframe.
By clicking the “down arrow” icon associated with a particular timeline item, the item detail will expand to include additional information.
The Events tab provides information on workitems associated with the active contact. For example, queue name, routing result, duration and priority.
If other agents are available, you can transfer a chat. Click on the Transfer icon in the upper, right-hand corner of the workitem workspace to initiate a transfer.
Once you initiate a transfer request, the company directory will pop up. Simply select an available agent or queue and then click on the transfer icon in the upper, right-hand corner of the Company Directory pop-up.
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.