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