Active Workitem: Voice Example

In addition to Chats, the Thrio system also handles incoming voice calls that are queued and routed by the built-in ACD. Voice calls can receive special treatment by the system including IVR (Interactive Voice Response), “on hold” messages and queue messages. All of this is made possible by Thrio’s built-in workflow engine. As an agent, you do not see or hear any of this dialog with the customer; however, essential data from customer-entered digits may appear in your workspace under “information” or “data” when you accept a voice workitem.

Incoming Call from ACD Queue

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

Incoming Call from ACD Queue: Workitem Control Pop-Up

There are two types of incoming calls you can receive. The first is an incoming call from the ACD queue, covered here. A second type is an incoming call to you on your DID number that bypasses ACD queue treatment. This second type will be described in the next section.

Incoming Call: 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. Here, with a voice call, you will see the “direction” of the call next to the handset icon.
• Caller ID, Timestamp, and Queue Indicator The Caller ID, Timestamp, and Queue Indicator is located in the uppermiddle part of the Workitem Control PopUp. This gives you textbased 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.

NOTE: 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 Direct Call Workitem Control Pop-Up

In addition to incoming calls from the ACD, you may also receive direct calls that bypass the ACD queue. The Direct Call Workitem Control Pop-up looks a little different as shown below.

When you are available and an DIRECT call is made to your extension or DID number, the Workitem Control Pop-Up will appear in the lower, right-hand corner of your screen.

Incoming Direct Call Workitem Control Pop-Up (Detail)

Please note that on direct calls, there are not accept or reject buttons and no Countdown Timer because this workitem is not associated with SLA or KPI metrics as with an ACD-based workitem.

Direct Call Control Pop-Up: Description

• Media Type Icon The Media Type Icon is located in the upper, lefthand corner of the Workitem Control PopUp. This gives you a visual indication of the media type. Here, with a voice call, you will seethe “direction” of the call next to the handset icon.
• Caller ID, Timestamp, and Direct Connect Indicator The Caller ID, Timestamp, and Direct Connect Indicator is located in the upper middle part of the Workitem Control PopUp. This gives you text based information on who the customer is, and when the workitem came in.
• Accept Call Button The Accept Call Button is located in the lower, left hand part of the Workitem Control PopUp. It appears as a handset icon. By clicking this button, you will be “answering” the direct call.
• Record Button The Reject Button is located in the lower, right hand 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.

The greyed-out icons in-between the Accept Call Button and the Record Button will become active after you answer the call. The functions of these greyed-out buttons are described in another section.

Incoming Workitem: Default to Scripts/FAQ Tab

After accepting a voice workitem, the system defaults to the Scripts/FAQ tab for the active workitem.

Incoming Call: Default to Contacts Tab

After accepting a direct voice call, the system defaults to the contact tab for the active workitem. Note how the workitem control widget appears in the upper, left-hand part of the workspace.

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