User Guide for TELAVOX models including: OMNI Agent Software, Agent Software, Software
15 avr. 2024 — Note: This is a simplified guide. Refer to the detailed manual for in-depth instructions. Choose what report/data to see. Navigate to find ...
PRODUCT SHEET Telavox OMNI Agent Manual. © 2024 Telavox. All rights reserved.. Email. Send an Email: Click "Create errand". Click "send an errand" and recipient email in the "To" field. Type your message and hit "Send." Address Book and Select Email: Access the "Address Book" on the right of the address field. Choose an email address and click "Select." Send a File: While composing an email, click "Attach File." Select the file and click "Send." Lock an Email: Click "Lock" to ensure replies go to the same agent. Customers message sent to the agent is displayed here. Lock Attach file Address Book Agent replies back on the email here. Cention: Agent Manual Note: This is a simplified guide. Refer to the detailed manual for in-depth instructions. Collaborate. Collaborate with a Colleague: Click on the three dots and click on "Copy". Copy & Paste Colleague's Answer: Highlight the text, right-click, and choose "Copy." In your email, right-click and choose "Paste. Copy agents answer Click here to select a colleague. Cention: Agent Manual Note: This is a simplified guide. Refer to the detailed manual for in-depth instructions. Unified Statistics. Only available if you are an admin user in Telavox Omni. Find Statistics: Click on the "Main Menu" and choose "Statistics" and then "View Reports". Basic Statistics: See overall performance, response times, customer feedback etc. Navigate to find the right statistics Choose what report/data to see. Click here to see overall reports/data Cention: Agent Manual Note: This is a simplified guide. Refer to the detailed manual for in-depth instructions. Knowledge Base. Only available if you are an admin user in Telavox Omni. Access Knowledge Base: Find it in the main menu. Update Content: Click "Edit" on an answer to make changes. Knowledge base is found here Edit in knowledge base Change content in Question and Answer Tagging Errands. Tag an Errand: Open an errand, click "Tag," add your tag. Filter Errands by Tags: Use the "Filter" option and select tags. Create Own Tags: Go to settings, find "Tags," click "Add." Only available if you are an admin user in Cention. Add a tag to the errand Cention: Agent Manual Note: This is a simplified guide. Refer to the detailed manual for in-depth instructions. Search. Search Options: Use keywords, customer name, or ID for different searches. Search can be found in the main menu Different search alternatives / filters Refine Search: After the first search, refresh and use additional filters. Reset before searching with new keywords / filters Satisfaction Meter. Only available if you are an admin user in Telavox Omni. Gather Customer Feedback: Click on "Administration" in the main menu and then "Organizations". Now choose "Receipts and Greetings", here you can decide what to send to customers for your feedback gathering Feedback settings can be found here. Edit feedback Write what to send to customers for feedback in an auto-email. Cention: Agent Manual Note: This is a simplified guide. Refer to the detailed manual for in-depth instructions.Canva Canva