The Thrio User Interface is easy to navigate and offers configuration capabilities. It consists of a navigationr bar on top and a list or detail view on the bottom. The navigation bar is permanent and is comprised of six distinct areas giving access to different functionality based on the profile of the user logged in. The permanent header is displaying the different options based on the profile assigned to the user to which permissions is configured. Depending on those permissions, a user could have a wide selection of objects or functionality to choose from to administrate the call center. For example, if the role of the user is to administrate the call center he would have access to the creation of objects like the users or campaign compare to if the role is of an agent he could have access to a subset of those objects.
You have access to the wallboard when logged in to the ACD that give queue statistics information.
The areas of the header are the navigation menu, the favorite bar, the action bar, the control bar, the status area and the avatar menu. As mentioned earlier, the different options or functionalities are based on the permissions the user has but we will describe all of them in this article.
The navigation menu will give you access to the different objects in the system you have permissions. You can scroll down or simply type the object needed and by selecting it you will have access to it. You can also define the favorites by dragging and dropping the object to the top section. Once an object is drop in the top section, you will have access directly to the object in the favorties area.
The favorites areas is where the user place the most common objects they are access. It is configured in the Navigation Menu.
This area consists of two buttons that are visible when the phone is offhook and you have access to the disconnect line and mute action. The disconnect line should not be confused with the hang up from the workitem. When working offhook, your line is always connected with the server for fastest connection with the caller since you only have to accept the incoming workitem instead of picking the phone. You configure working offhook via the settings menus.
In order to accept ACD workitem, the user must be logged in to the configured queues and media via this option unless they are configured to auto-login to the ACD. By clicking on this option a popup will appear allowing the user to select the queues they need to login to, the media they want to receive and the status at login. The popup will only show the queues and medias the user is allowed to connect to. Once the user is logged in, they can change their status by clicking back on the option. Then a drop down of the different configured statuses will be available. To logout from the ACD, the user must logout from the application using the option in the avatar menu.
The avatar menu give access to additional functionalities like loging out of the application, starting the quarterback mode, the predictive mode or the progressive mode, composing an outbound email or SMS, or accessing the user settings or the application help.
This section describe the common view of the system objects. If you are looking for the workitem please go here.
The bottom portion of the view can be either the list view or the detail view. The list view consists on a header and data sections. The list header gives the ability to the user to search the object and/or take actions on the items of the list (add, edit, delete and duplicate based on user permissions). The user can search by keywords and when available, can use the advance search window so select additional criteria to search on.
The data section is where the result of the search is presented in grid format that can be filtered and sorted. When selecting items in the list by clicking on the row, the possible actions on that item will be available for the user to select them. When the user selects to add or edit an item from the list, the view will switch to the detail view where he will be able to examine in greater details the item.
The detail view is used to adjust the different fields or parameters of an object and is comprise of the header, tabs and data sections. The header section allows the user to go back to the list or to act on the current record while the tabs section allows the user to navigate to a specific panel instead of scrolling to it. When editing a record, the changes are saved automatically while the user is adding a new record, he will need to confirm the creation of the record by saving it using the save icon.
The wallboard is accessible in all views if the user is logged in to the ACD. You have the ability to open or close it by clicking on the open/close arrow on the right side of the wallboard section. The wallboard is giving information about the queue the user is logged in to by media type and queue. If the administrator of the system selected the aggregate option then the wallboard will show the information for all queues in the system.
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.
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!
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.