This article will help you understand SMS workitems and how to interact with them.
With the Thrio system, you can receive live SMS messages from customers
Incoming SMS: Workitem Control Pop-up
When you are available and an incoming SMS is presented to you, the Workitem Control Pop-Up will appear in the lower, right-hand corner of your screen.
Incoming SMS: Workitem Control Pop-up (detail)
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 SMS: Default to SMS Tab
Upon accepting a SMS, the active workitem control tabs will default to “SMS” if you accept from the Workitem view. You may now continue the SMS dialog “live.”
The SMS 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.
After accepting a workitem, you may see a user survey. User surveys are custom built by your Administrator. For questions on filling out t
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. After performing a search, 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. After performing a search it provides a chronological history of interactions with the active contact.
On the very top of the history section, 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 SMS. 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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