Active Workitem Social Example

Active Workitem Social Example

Overview

This article will help you understand Social workitems and how to interact with them.

Active Workitem : Social

With the Thrio system, you can receive messages from customers via social platform integrations such as Facebook. When your customers post or reply to a message on your organizations Facebook page a social workitem is generated. By using the ACD functionality of Thrio there is no need to constantly check your organizations page just in case someone has posted a message. When you accept the workitem you can reply, like or delete the customer’s message. A record of the workitem is kept within the system for historical and auditing purposes.

Incoming Social: Workitem Control Pop-up

When you are available and an incoming workitem is presented to you, the Workitem Control Pop-Up will appear in the lower, right-hand corner of your screen.

Incoming Social**: 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. In this case you will see the Social icon (f for facebook)
  • Customer Name, Timestamp, and Queue Indicator The ,Customer name Timestamp, and Queue Indicator is located in the upper middle part of the Workitem Control PopUp. This gives you text based information such as the name of the person that posted on your page, 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 Social: Default to Workitem Social Tab

Upon accepting a Social work item, the active workitem control tabs will default to “Social” and show the customer’s post with the specific content view

The social dialog screen will appear directly in the middle of your workspace. You will see a time stamp next to the name of the customer. This helps you to keep track of response time so you can be diligent in engaging the customer in a timely fashion.

You can select the full context view in order to see other messages that were posted and see the context of this post

You will see a Social window that is divided into a larger upper window and a smaller lower window.

  • In the upper window you see the text of the post
  • In the lower window you can type or paste text to post in response.
  • You can also select the happy face icon to open a pop up window. The pop up window allows you to select an emoji that can be posted in response.
  • In addition you have the ability to delete the customer’s post. In order to delete the post select the garbage can icon inside the upper window at the top. Once the post is deleted it will no longer be visible on the Facebook page

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 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 remote IP address.

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 filter icon to choose how far back in history you want to see. Your choice will then display only items in that chosen timeframe.

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 social post. 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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