Desktop Agent Client v5.4


Overview

ContactAtOnce! has added several new features and improvements to enhance the chat experience for Agent and Consumer including the following:
New Features:


New Design

Several improvements were made to the User Interface to unify the experience of communicating across the three types of conversation (Chat, Text, Messaging) supported by ContactAtOnce!.

  • Conversation windows for Chat, Text and Messaging were made consistent in look and layout.
  • Style updates were made to the conversation area.
  • Style and layout updates were made in the tabbed content area.
  • Conversation action buttons were added to the top right of each window.

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MTC Transfer

Agents can now transfer MTC conversations to other Agents or other Departments from within the Agent application.

Agent to Agent Transfer
When transferring a conversation to another Agent in the same account, the consumer will receive a message saying “This conversation has been transferred to Bob” and the new Agent (Bob) will receive a conversation alert on all devices. Bob now owns the conversation and all rules for conversation management apply. No changes to how the conversation shows in reporting.
Agent to Department Transfer
When transferring a conversation to another Department, the consumer will receive a message saying “This conversation has been transferred to Global Cars Service Department” and all Agents will receive a conversation alert on all devices. Whomever answers the conversation would then own it and all rules for conversation management apply. In the MTC Detail report for the originating account, the conversation will show as “Transferred” and no further communication can take place. In the MTC Detail report for the receiving account, the conversation will show normally.

How to Transfer
  • In 5.4, you will notice a new action button for Transfer.
  • Press the T button to show a list of Agents to which the conversation can be transferred. If Departments are configured for your account, they will also show up in the list.
  • Choose an Agent and click Transfer button
  • The conversation is now transferred to the Agent or Department you selected.

Consumer Experience

Agent to Agent Transfer

  • Single message notification to consumer that conversation has been transferred
  • Possible Agent Offline Auto Response from receiving Agent based on current availability

Agent to Department Transfer

  • Single message notification to consumer that conversation has been transferred
  • Auto Response from receiving Account based on current availability
  • Message from answering Agent.


Note:This capability is turned on for every account by default.
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Euro Date Format

You may now select between US and Euro style formats for date and time stamps display in messages of the conversation transcript area. These settings are managed through the Options/Settings menu on the Application tab.

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Consumer Profile on MTC/Message Conversations

On MTC and Message conversations, the Consumer Profile screen is now visible at all times. Postal Code and Vehicle of Interest sections will show according to Account preferences as normal.

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“Not a Lead” treated as Suppress CRM

When “Not a Lead” is selected in the Consumer Profile update, the lead record will not be sent to the CRM.
Note: The values for the Status drop down are managed by CAO Customer Support. The current default settings are 1)Hot Lead/Appointment Set 2) Follow Up Required 3) Not a Lead

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