Active Workitem: Chat Example

Active Workitem: Chat Example


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.

Incoming Chat: Workitem Control Pop-up

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.

Incoming Chat: Workitem Control Pop-up (detail)

Workitem Control Pop-Up: Description

  • Media Type Icon The Media Type Icon is located in the upper, left hand corner of the Workitem Control PopUp. This gives you a visual indication of the media type such as chat, voice, email, etc.
  • Caller ID, Timestamp, and Queue Indicator The Caller ID, Timestamp, and Queue Indicator is located in the upper middle part of the Workitem Control PopUp. This gives you text based information on who the customer is, when the workitem came in, and the queue it came in on.
  • Countdown Timer The Countdown Timer is located in the upper, left hand part of the Workitem Control PopUp. This lets you know how much longer you have before the workitem will be sent back to the queue for someone else to handle if you do not accept the workitem in time.
  • Accept Button The Accept Button is located in the lower, lefthand part of the Workitem Control PopUp. By clicking this button, you will be “answering” the workitem and dealing directly with the customer if it is a real time workitem.
  • Reject Button The Reject Button is located in the lower, righthand part of the Workitem Control PopUp. By clicking this button, you will be “rejecting” the workitem and therefore sending it back to the ACD queue.

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.

Incoming Chat: Default to Workitem Chat Tab

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.

Incoming Workitem

Contacts Tab

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

Incoming Workitem: Notes Tab

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.

Incoming Workitem: Personality Insights Tab

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.

Incoming Workitem: Data Tab

The Data tab stores essential “snapshot” information on the customer including name and file number (if connected to back-end system).

Incoming Workitem: Information Tab

The Information tab provides details on the workitem including priority, queue information, and start and stop times.

Incoming Workitem: History Tab

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.

History Detail in an Active Workitem Screen

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.

History Detail: Selection of Timeline Items

By clicking the “down arrow” icon associated with a particular timeline item, the item detail will expand to include additional information.

Incoming Workitem: Events Tab

The Events tab provides information on workitems associated with the active contact. For example, queue name, routing result, duration and priority.

Incoming Workitem: Transfer

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.

Incoming Workitem: Transfer / Agent Selection

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.

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