Agent Requesting Assistance from a Supervisor

Agent Requesting Assistance from a Supervisor

Overview

An agent can require assistance from a Supervisor on a workitem, or in other scenarios. Agents do this by clicking on the Assistance icon which is next to the dialpad.

There will be at least two types of Assistance available for the agents to choose from.


Supervisor Availability


After selecting an Assistance, there will be a list of Supervisors to request Assistance from with a color-coded icon next to their name. The colors are:

  • Green: The Supervisor is available and Logged into the Thrio System.
  • Yellow: The Supervisor is logged into the Thrio System but not available.
  • Red: The Supervisor is not logged into the Thrio System.


Supervisor Responses


After selecting a Supervisor, a Chat will open between the agent and Supervisor. The first message from a Supervisor will be from a Template that can be  configured for the system. To create a Template Response:

  1. In the Options Menu Search for Template.
  2. Click the Template Icon
  3. Click the “+” icon next to the Search Bar.
  4. Fill out the fields in the Configuration Page.
  5. Under the Options Tab, the Use for Assistance Toggle must be enabled.

The message in the Template can be sent to agents that require any type of Assistance.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.