Eudata Connect Suite

Agent Desktop


Agent Desktop

Thanks to the all-in-one Agent Desktop, Next2Connect natively includes: 

  • inbound and outbound voice calls

  • video chat

  • collaboration

  • chat

  • social messaging

  • email. 

All the tools, third party applications and softwares, needed to manage a contact are pluggable and reachable as a Gadget inside the Agent Desktop.

Login

Next2Connect Agent Desktop is built on top of AWS Connect contact center system and extends its functionalities providing a complete and integrated workstation for contact management.

To login to the Agent Desktop you will need your user to be registered to the AWS Connect system first. The login process would open a popup window to let you log in to the AWS console, and your aws user will be binded to the Next2Connect system.

 

Main Panel

After logging in, the Agent Desktop will look something like this: 

The view can be analyzed by sections. On the left side you can find the Connect Drawer, with: 

  • all the AWS Connect system information related to your agent.

  • the agent status. 

  • the dial pad. 

  • the quick connects: all the quick contacts of other AWS Connect agents. 

 

On the right side of the view there’s the top bar with all the gadgets enabled for the routing profile in use, the alert icon for the events notifications, the splitting view functionality and the logout badge.

Device Detection

To let you configure your working environment correctly, the Agent Desktop tries detecting your devices to check the microphone installation and enabling. Otherwise, the system won’t let you handle any call.

Next2Connect is compatible with all types of headsets, for the best experience USB headsets are recommended.

Connect Drawer

The ConnectDrawer is binded with the AWS Connect system providing all its functionalities. Clicking on the icon in the top bar the user can see details like: username, routing profile name other configurations setted on AWS Connect backoffice.

 

Language Setup 

Between the configuration that can be set up in the Connect Drawer, there’s the language configuration. ​

You can choose between english and italian language.

 

Status Bar

Right under the agent information, you can find the status bar. The status you can choose from are the ones set up on the AWS Connect backoffice for the routing profile in use.

​During a phone call the status bar adapts its behavior and shows all the commands needed to manage the phone contact. To notify the user of the incoming call, a banner will show up on the top of the screen and here the user can accept or refuse the call.

At the end of the call the status bar changes again. If set in AWS Connect backoffice the status will change to AfterCallWork.

The Last Contact tab will be updated accordingly with the contact information retrieved from AWS Connect.

 

Dial Pad

In the ConnectDrawer there is a dial pad that allows you to compose or copy phone numbers and make an outbound call. The phone number typed must be validated to make sure of the correct format, then the Call button will become visible.

 

 

Quick Connects

In the Quick Connects tab there are the contacts registered in the AWS Connect backoffice. You can make an outbound call to one of these contacts.

 

Events

Clicking on the event alert badge you can see all the notification messages sent from the Admin Panel thanks to the Broadcast Events functionality (Broadcast Events). The notification messages listed can be either  logout type messages or system type messages.

The notification message will pop up also in the right bottom of the screen.

Gadgets

All the gadgets enabled for the routing profile you’ve logged in with, can be displayed as “already visible” after the user login through the configuration set on the Next2Connect Administration Panel. Otherwise they will be opened to visualize their content.

 

Split mode

When a Gadget is open it is visible in the main panel. If the Split Mode is enabled two or more Gadgets can be displayed side by side.

When two Gadgets are displayed side by side in the main panel, in the top bar of each Gadget there will be the icons to expand or close them.

Of the two system gadgets available, CRAB and Comet, Comet needs further and extended explanations. Check the Comet section for more information. 

Comet

Comet is a Next2Connect module, built on top AWS Connect, that allows you to create and manage Outbound Campaigns via its gadget.

To access the Comet gadget you need to log in on the Next2Connect agent desktop with a routing profiled configured to use the Comet gadget, as explained in the chapter Routing Profiles.

Comet gadget is divided into four main sections:

  • Campaigns: in this section you can create and manage outbound campaigns.
  • Lists: this section allows you to create and manage all your contacts lists via CSV files.
  • Rules: this section allows you to create and manage rules, that can be applied to lists, in order to modify the outbound campaign engines logics.
  • Reports: this section shows summarized report of each campaign, with the possibility to deep dive in the details of each contact list.

Create new Campaign

You can easily create a new campaign by following a step-by-step wizard by clicking on the green plus button in the bottom right corner of the gadget.

Step 1 - Schedule the campaign

In the first step you can set all the main Campaign parameters:

campaign_step_1_n2c

 

Campaign Name unique name of the campaign (space is not allowed)
Tag assign tags in order to categorize and search
Time Zone set the target time zone that the system should use to localize the date selected
Start-at / Finish-at set the beginning and the end date of the campaign. Date and times will be prompt localized in the selected time zone

After entering the parameters, click the Next button.

Step 2 - Define campaign settings

In the second step you can configure the type of campaign, the dialing mode and the campaign disposition, if needed.

campaign_step_2_n2c

Agentless campaign

If you want to fully automate your campaign and not use any agents, check the flag to create an agentless campaign.

By enabling this flag, the next two sections are disabled, as they are no longer needed.

To manage the campaign result, for agentless campaign, check the quick tips section How to create Agentless Campaign.

For agentless campaign the maximum number of concurrent outbound call is 100 each minute.

Define dialing mode

To optimize the management of your Campaign, it is important to choose how contacts are dialed. It depends on the type of campaign, the number of available agents and legal requirements in your country.

campaign_step_2_dialing_progressiveMode_n2c

Progressive mode

this mode uses a one-to-one call ratio, meaning the dialer places a call only when an agent is available to handle it.
Until the call ends, the next number in the list is not dialed.

It's the most customer friendly approach, because the customer always finds immediately an available agent, so abandoned calls are not likely, and your agent may be able to have time to gather relevant information about respondents before making another outbound call.
However, a progressive dialer is less effective in terms of increasing agent productivity.


 

campaign_step_2_dialing_powerMode_n2c

Power mode

this mode utilizes a configurable calls-to-agent ratio, and it allows you to increase efficiency and the number of calls made by initiating multiple contacts when an agent is available.

 

Apply this formula to calculate the number of outbound calls:

For example, if there are 10 agents and 30% over dialing is set, the dialer calculates 10 + (30% of 10) and composes 13 outbound calls

Power mode maximizes the amount of time agents spend talking to real prospects and customers by automating outbound dialing.

It is especially useful when there is a few sales agents and numerous prospects. 

Choose carefully the percentage of additional outbound calls, considering the power mode removes the wait time between calls, but it can also increase the call queue and more importantly the number of abandoned call in queue can be higher.

Campaign disposition

Each campaign can have its own disposition list of label to tag each contact.
You can decide to disable this feature, by choosing Disable Campaign Disposition, or customize your campaign, by creating or using an already existing campaign disposition list of values.

 

campaign_step_2_dispositions_n2c

To create a disposition, choose the relative radio button and complete the fields:

campaign_step_2_dispositions_create_n2c

Disposition Types write your label and press 'enter' to add it.
You can enter as many values ​​as you like, using up to 20 characters for each label.
Default disposition

select the default disposition that will appear as disposition for each concluded contact.
Your agents can manually change the disposition after finishing the call.

If you have already created a disposition for an old Campaign and you want to reuse it, select Copy from an existent campaign disposition:

As you can see, compared to the previous option, the field Select Campaign Disposition is added.  When you indicate the campaign from which to copy disposition, the Type values field is filled in with the values ​​of the chosen disposition. You can modify your copied disposition, by deleting ​​some values or adding new ones.

campaign_step_2_dispositions_reuse_select_n2c

When you are done, the next button is enabled, and you can proceed with the Contact Lists step.

Step 3 - Contacts lists

In the third step you can choose one or more existing lists, or you can create a new one by clicking the Add New List Button.

campaign_step_3_contactList_n2c

Please refer to the Lists section for more details about every necessary fields to create a new contact List.

If you have selected an already created list, you can click the Save Campaign button and the configuration is terminated.

campaign_step_3_no_new_list_n2c

Otherwise, you can go to the fourth step: the newly created list need at least one rule assigned to them.

Step 4 - Apply engagement rules

In the last step you can select one or more Rules or create new ones to be associated with the contact lists created in the previous step. Every List must have one or more Rules associated with it. If you do not need to create a new Rule you can select them from the Rules List on the left side, otherwise you can easily create a new Rule by clicking Add New Rule button.

campaign_step_4_rules_n2c

Please refer to Rules section, for more details about creating a new engagement rule.

Done! Now you can save your new Campaign, and it will be ready to start.

Campaigns Section

Campaigns List

The main view of the Campaigns section shows the list of all the campaigns. Each row shows the main configuration of a campaign, like the time frame of activity and the success rate. The action column allows you to change the status of each campaign. 

campaign_list_n2c

Every row can be opened to view more detail about the campaign.

You can modify a few options while the campaign is scheduled:

  • You can change the dialog mode and the over dialing percentage of the power mode. This change will affect the campaign near real time even if is already started
  • Campaign disposition: you can change the labels and the default value for your disposition as well

In "agentless" campaign, that do not have these options, and you can only change the concurrent lines used to generate the calls.

You can see the Lists associated by clicking the Eye icon. The actions columns allows you to easily go to the referred list in the Lists section.

campaign_list_detail_n2c

Details button allows you to see more information about campaign which user created the campaign, its unique ID and the last update.

Campaign Status

A Campaign may be these states during its life cycle:

Idle a campaign that is just created. It means the campaign is ready to start when scheduled.
Started the campaign has started its life-cycle, and actually the dialer is engaging the customers. A campaign can be paused or stopped when desired
Paused the dialer is not schedule call to customers. You can re-start the campaign when desired
Stopped the campaign is over, so the dialer is not scheduling any more contacts. In this case you can restart the campaign by clicking the "reschedule" button. More detail in the section below.
Completed status at the end of campaign. A campaign reaches this status when all contacts have been called or the finish at data is past. You can reschedule a campaign when it is in this status.

Over the main table you can find the search bar with a custom filter that allows you to easily filter Campaign by single status and also by Active Campaigns and Not Active Campaigns:

Active includes Idle, Started and Paused status
Not Active includes Stopped and Completed status

Reschedule a campaign

Once a campaign is in completed or stopped status, you can reschedule it by extending the validity time with the button  in the actions column

All the contacts that had not been reached in the previous run will be automatically called again as new contact, following the engagement rules associated to the contacts lists. The contacts not reached includes:

  • Abandoned.
  • Disconnected.
  • Failed.
  • Blacklisted.

campaign_reschedule_n2c

 

List Section

In this section you will find all your contact Lists, and you can modify them or create new ones.

Create New List

In the Lists section you can create a new List by clicking the Plus button. A new tab will be opened, and you need to set a list of data and parameters.

list_creation_n2c

List Name Unique name of the list.
Tag Allows you to manage and search easily the lists by tag.
Contact Flow Select the Amazon Connect Contact Flow to engage at the beginning of the call (created on AWS panel). The selected contact flow must support the outbound calls, like the "outbound whisper flow" contact flow type
Phone Number Select your Amazon Connect phone number.
Agent Queue Select the agent queue that should be used to monitor the agent availability status
Add new Rules By clicking the Add Rules to List button will be shown the panels to select rules. On the left panel there are the existing rules and on the right panel there are the selected rules for the list. Once you select one or more rules, you can also drag and drop them to change their validation order.
Upload CSV file Here you can upload a CSV file containing all the contact you want to call. This CSV must contain at least one field with the phone number of the customer
Select which fields to import Here you can filter the field you want to import and discard the others. At least the field with the phone numbers need to be selected

 ​​​Select contact field Here you have to specify the CSV field containing the customer phone number (in the example above phone). This field must contain also the phone number prefix that will be used to distinguish the origin state (for example Italy +39 and UK +44).

Is it possible to configure some filters before importing the new List. You can easily choose the list field, select the filter and set a value. Every filter you just create can be applied in AND or in OR boolean rules by clicking the appropriate flag. 

list_creation_filter_n2c

At the top of this panel you will find the number of filtered row from the CSV file, by clicking the Apply button this value will be updated. The Remove All button will remove all filter applied.

There are a lot of filter type that could be applied to the selected field:

Contains If the field contains the values specified (case-insensitive)
Equals to If the field is exactly equals to the values specified (case-insensitive)
Greater than If the field contains a value greater than the values specified (it works with Numbers and String)
Greater or equals to If the field contains a value greater than or equal to the values specified (it works with Numbers and String)
Less than If the field contains a value less than the values specified (it works with Numbers and String)
Less or equals to If the field contains a value less than or equal to the values specified (it works with Numbers and String)
Empty If the field is empty the row will be added
Not empty If the field is NOT empty the row will be added
In In this case is it possible to insert a list of value (ex: 1,2,3,4,5 or red,blue,green) and the row will be added if the field value is included in the list (case-insensitive)
Not in As the In filter the row will be added if the field value is NOT included in the list (case-insensitive)

CSV fields names limitation

As described in the Call Variables chapter, Comet will add a Call Attributes, with the customer information, to the outbound call. Due to a limitation of Amazon Connect call attributes name validation, the CSV fields name can only contains alphanumeric, dash and underscore characters. Characters outside these values will be replaced with underscores.

List Table

In the table you can find some info as the number of contact inside the List and the Amazon Connect contact flow. It's possible to expand every row to show more List detail.

In the expanded section you will find every List parameters, and you can also modify them to update the current list (more parameter detail in the creation list section).

If you already have a started campaign, this update will have no effect on it, the changes will be applied to the future campaigns!

You can see more detail by clicking the Detail button.

 

Rules Section

Rules Table

The main view of the Rules section is a table that contains all the rules. You can easily recognize the rule type by the icon. Every row is expandable to show the rule detail.

Create new Rule

In the Rules section you can create a new Rule by clicking the Plus button. A new tab will be opened, and you have to set a new unique rule name and choose the rule type. Then a new specific panel will be shown and enable you to configure the rule.

Rule Types

There are different rule types configurable, and they can be used to engage contacts during an Outbound Campaign.

Hours

This rule can be useful to select the time slot of each day in which to enable outgoing calls.

To create this rule you just drag&drop blocks inside the calendar to set the start and the end of the time slot. It's also possible to expand a block and move it into the same day to modify the time slot. The X button in the block will delete it.

Location

this rule can be useful to include or exclude contact from the list by selecting regions (phone number prefix identify the region). If you select Include only the numbers that start with a prefix selected will be called, otherwise if you select Exclude will be called only the contacts with a prefix different from the selected ones.

To add a Region just start typing its name and a filtered list will appear.

Exception Days

This rule can be useful to exclude one or more specific days from the campaign period. In those days no outgoing calls will be made. On the left side you can choose the days and on the right side you can see the selected ones, going over a single day you can remove it from the list.

Suppression List

This rule helps you to exclude some contacts from the main Lists (the lists that use this rule). You can import a CSV file, select the fields you want to import, and then you have to select the field containing the contact phone number. If some contacts in the main List match with one inside this Suppression List it will be excluded from the Campaign. Once you complete the form below you can see the Suppression List detail, every field you imported of the contacts.

 

Attempts

This rule helps you to manage the attempt of every customer call. You can specify how many times the campaign can try an outgoing call and the retry delay only if the contact has not received the configured number of calls in the period selected. An attempt is treated as an outbound call by the service regardless of whether the user answers. Once the user answers and arrives at the operator, that contact is no longer recalled because it is considered as handled.

If this rule is not selected, every contact that not will be handled by an operator will never be called again, so we advise you to select this rule for each list!

In the above example each contact will be tried until the customer land to an agent for a maximum of 3 times. The retry rules specify also that the same customer can be called no more often than every 10 minutes and with a maximum number of times every 4 hours.

Every rule has a Detail button that show info about creation and update of the current rule.

Reports Section

Reports Table

This table contains all information about every Campaign and every List of contacts. It's possible to group the reports by Campaigns or Lists:

  • Grouping by Campaign: the row display the Campaign name and all the data aggregate for each list associated with the Campaign.
  • Grouping by List: the row display the List name and all the data aggregate for each Campaign that includes the current List.

Table Detail

Badge The number inside the badge represent the cardinality of the lists
Total Number of each attempted call to a phone number. If the campaign retries only one time for each customer this number should be less or equal to the number inside the badge
Progress Number of the call in progress and in after call work. Amazon Connect send the report after a minute when an agent exits the after call work status, so this column is updated in near real time
Remaining

How many contacts are left to call. Calculated as the difference between the number of contacts to call and the sum of number of contact already called with success and the number of retries available are zero.

Success Number of the calls that have been handled by an agent
Fail Number of the calls that have not been answered
Suppression List Number of the contacts that are in a suppression list
Success Rate Percentage of contacts successfully called of the total contacts in the list
Success Call Percentage of successful contact attempts compared to the total call attempts made excluding attempts in progress. The difference between Success Call and Success Rate is represented by the retries: Success Call consider the retries, Success Rate doesn't count if a contact answered in the first try or in a retry.
Retry Number of the number of retries following a previous unsuccessful attempt
Abandoned Number of the contacts that answered a call but abandoned in queue before reaching an agent

 

Each data can be applied to the list and to the campaign.

In this example you can see the table grouped by Campaign, the row shows you the general data about it, each campaign contains all its Lists with all data about them. The blue circle contains the sum of the contacts in the Lists.

The first row is expanded, and you can see the Lists detail containing the relative report for the single list and the green circle contains the number of contact of the list. 

Is it possible to click ok the List row to easily see the contact status for each outbound call. 

report_list_detail_n2c

This table contains the last call data for each contact and in the calls column is it possible to see how many calls have already been made to the related customer. 

You can easily download this list by clicking the Download button and selecting one the possible voice: 

  • Excel format.
  • CSV format.
  • Excel format complete.
  • CSV format complete.

There are 2 formats: CSV and XLSX.  The difference between the complete version and the default version is that the complete version contains each retry of each contact and the normal version contains only the last retry of each contact.

In this list it will be possible to easily view the status of each contact and related information:

Phone Customer phone number 
Calls Number of outbound call to the customer
Contact Date Timestamp of the outbound call
Status Contact status. See the next chapter for more details.
Disposition Disposition set by the agent (or default selected in campaign definition)
Queue

Customer waiting time in the queue

Agent Agent ID that handled the Contact
Call Active time of the Contact

Each List contains the campaigns it belongs to.

Contact Status

The status are:

FAILED This call is failed because the customer didn't answer, the phone number doesn't exist
PROGRESS This call is still in progress
HANDLED This call has been handled by and agent
DISCONNECTED This call had been disconnected by the system for inactivity (customer didn't answer an IVR menu) or the call disconnected for unknown reason
ABANDONED This call has been disconnected by the customer while waiting in queue
BLACKLISTED This call didn't start because the number was blacklisted

 

Quick Tips

How to create Agentless Campaign

In some cases you will need to create an agentless campaign: a campaign of this type is characterized by the fact that the customer does not need to speak to an agent.

By default, Comet will report all contacts as Disconnected because they did not interact with an agent. 

If you want to mark some contacts as handled, to distinguish if a customer answered all the IVR menu/surveys, you can start by opening your contact flow on Amazon Connect, then add a new Set Contact Attributes node, where you want to flag a contact as handled.

comet-quick-tips-self-campaign-set-contact-attributes

Set ocm-campaign-result as value in the Destination Attribute field and click save to confirm.

comet-quick-tips-self-campaign-node-details

Remember that for agentless campaign the maximum number of concurrent outbound call is 100 each minute

How to set Campaign Disposition

If campaign dispositions have been configured in the campaign settings, for a contact, you can easily set a Campaign disposition directly from the Crab gadget.

custom-registry-contact-detail

As you can see below, by clicking the Contact Management button in the History section of the contact, a modal will open, in which you can configure the Campaign disposition for the contact.

custom-registry-contact-detail-modal

You can simply choose your campaign disposition from the select list, and save it by pressing the Save button. 

custom-registry-campaigndisposition

How to Reschedule a Contact

Her you can find a practical example of how to reschedule a contact using the Custom Registry gadget.

During the outbound call, when the customer is talking with an agent, or during the after call work, it is possible to set a rescheduling date to call back the customer at a specific time.

By clicking the detail Contact Management button in the History section of the Crab gadget a modal will be opened, and you can select date and time to reschedule the current contact. 

custom-registry-reschedule

It is still possible to cancel or change the rescheduling while the call is active or during the After call work status.

How to set Rules Priority

When you create a List, you can add to it some Rules and sort them to define the priority.

The order of the selected Rules is also equivalent to the order of their evaluation by Comet dialer. You can reorder the rules by drag&drop them: the dialer will evaluate rules from top to bottom.

A contact will be called only if all rules are satisfied.

rules-order

How to set Campaign Disposition in the Contact Flow

Could be useful to set the Campaign Disposition directly in the contact flow, instead of rely on an agent to set it to the correct value. Just inserting a Set contact attributes node in the flow, on Amazon Connect, that sets an attribute containing the campaign disposition value. 

Call Variables

When Comet start an outbound call, some call variables are attached to the call and can be used inside the contact flow.

System variables:

  • ocm-campaign-name: name of the campaign
  • ocm-campaign-id: unique id of the campaign
  • ocm-list-name: unique id of the list in which the contact has been selected
  • ocm-campaign-timezone: contains the timezone values equals to the campaign timezone settingù

Contact variables:

Each field in the list CSV will be transfromed in a call variable named: ocm-<field-name>-info.

Eg: if the CSV contains 2 field: Name and Phone, each outbound call will have 2 additional call variables:

  • ocm-Name-info
  • ocm-Phone-info