user's manual trio agent client - luleå university of...

User's Manual

Trio Agent Client

Trio Enterprise 3.1

COPYRIGHT NOTICE:

No part of this document may be reproduced, distributed, stored in a retrieval system or translated into any language, including but not limited to electronic, mechanical, magnetic, optical, photocopying, manual or other form of reproductions, without the prior written permission of Trio Enterprise AB. For additional copies of this document, please contact Trio Enterprise AB.

This document contains proprietary information of Trio Enterprise AB and is protected by copyright law. All Rights Reserved.

The information in this documentation is subject to change without notice and is provided “as is”. Trio Enterprise AB reserves the right to revise the contents or withdraw access to them at any time. Trio Enterprise AB makes no warranty of any kind to this document and shall in no event be liable for errors herein.

Copyright © Trio Enterprise AB 2011.

Documentation: Seroso

Last Update: 2011-02-23

Trio Enterprise AB

Box 6795

SE-113 85 Stockholm

Sweden

Telephone: +46 (8) 457 30 00

Fax: +46 (8) 457 31 00

Web: www.trio.com

[email protected]

User's Manual Trio Agent Client Contents • i

Contents Information about Trio Agent 1

About Trio Agent and Trio Enterprise Attendant ........................................................... 1 About Trio Agent Client........................................................................................ 2 About Trio Agent Administrator ......................................................................... 2 About Reports ......................................................................................................... 2

Connecting 3 Starting the Client Program.................................................................................................. 3

Logging On as a Regular User .............................................................................. 3 Logging on as a Guest User .................................................................................. 4 Client Program Icon............................................................................................... 5

If You Need Help .................................................................................................................. 5 Quitting Client Program ....................................................................................................... 5

The Main Window 6 Introduction to the Main Window...................................................................................... 6 Picture of the Main Window................................................................................................ 6 Fields of the Main Window.................................................................................................. 7

1. The Toolbar......................................................................................................... 7 2. The Queue List ................................................................................................... 8 3. Queue Information Field .................................................................................. 9 4. The Job Information Box ............................................................................... 10 5. The Agent Status Bar ....................................................................................... 11

The Desktop Toolbar.......................................................................................................... 12

Working State 14 Introduction to Working State........................................................................................... 14 Changing Working State ..................................................................................................... 14 Personal Queue .................................................................................................................... 14

Opening and Closing Personal Queue .............................................................. 15 Non-client Mode.................................................................................................................. 15 Set Absence Reason.............................................................................................................16

Case Management 17 Introduction to Case Management ................................................................................... 17 Preparation Time and Post-Processing Time.................................................................. 17

Preparation Time .................................................................................................. 17 Post-Processing Time........................................................................................... 17

Receiving Cases .................................................................................................................... 18 Receiving Cases Automatically ........................................................................... 18 Booking a Case ...................................................................................................... 18 Answering Regular Calls ...................................................................................... 18 Listening to Voicemail Messages........................................................................ 19 Reading E-mail/SMS............................................................................................ 19

ii • Contents User's Manual Trio Agent Client

Reading Fax Messages.......................................................................................... 20 Handling Outgoing Calls ..................................................................................... 20 Handling Chat Request ........................................................................................ 21 Handling Task ....................................................................................................... 24 Handling Visitors .................................................................................................. 24

Putting a Call on Wait ......................................................................................................... 25 Dialling Out or Queuing to another Agent ..................................................................... 25

Dialling Last Called Number .............................................................................. 26 Switching Between Calls ..................................................................................................... 26 Transferring Call .................................................................................................................. 26 Private parking...................................................................................................................... 26 System parking ..................................................................................................................... 27 Running IVR functions on Active Customer Call.......................................................... 27 Putting Active Call in Queue for Other Service ............................................................. 27 Transferring or Queuing cases to other Persons ............................................................ 28 Sending Case Information to other Agent....................................................................... 28 Creating new Task for a Service ........................................................................................ 28 Sending Messages to Other Agents .................................................................................. 29 Resetting Client Program.................................................................................................... 30

Address book 31 Introduction to Address Book........................................................................................... 31 Address Book/Trio Enterprise Attendant ...................................................................... 31

1. The Toolbar....................................................................................................... 33 Configure Arrow Keys......................................................................................... 34 2. The Queue List ................................................................................................. 34 3. The Dialog Fields ............................................................................................. 35 4. The Job Information Box ............................................................................... 35 5. The Search Field and the Address Lists........................................................ 35 6a. Department Explorer..................................................................................... 38 6b. Information Explorer .................................................................................... 39 7. Detail Information............................................................................................ 39 8. Absence Information ....................................................................................... 40 9. Queue Time Parameters .................................................................................. 40 10. Settings for Returning Case .......................................................................... 40 11. Number Field .................................................................................................. 41 12. Case List ........................................................................................................... 42 13. Search Result ................................................................................................... 42

Create New Task from the Address Book....................................................................... 45 Sending E-mail or SMS from the Address Book............................................................ 46 Set Absence from the Address Book................................................................................ 47 Dialling Out or Queuing to other Agent ......................................................................... 49

Switching to Idle Number ................................................................................... 50 Switching to Busy Number ................................................................................. 50 Returning Calls ...................................................................................................... 50

Show Picture......................................................................................................................... 50 Start IM conversation.......................................................................................................... 50

Insert 51 Introduction to Insert .........................................................................................................51 Insert into Current Case ..................................................................................................... 51

Insert Post Processing.......................................................................................... 51 Insert Tag ............................................................................................................... 52 Insert Comment .................................................................................................... 52 Insert Customer Number .................................................................................... 52

User's Manual Trio Agent Client Contents • iii

Insert into a Previous Case in the Case Log.................................................................... 53

Services 54 Introduction to Services...................................................................................................... 54 Changing Displayed Services ............................................................................................. 54 The Services Window.......................................................................................................... 55

Opening the Services Window ........................................................................... 55 Fields of the Services Window........................................................................................... 56 Changing the State for Displayed Service ........................................................................ 57 Showing Skills for a Service................................................................................................ 57 Alarm ..................................................................................................................................... 58 Queuing a Case for other Service...................................................................................... 59

Agent 60 Introduction to Agents ....................................................................................................... 60 Showing State for Agents ................................................................................................... 60

Fields of the Agents Window ............................................................................. 61 Column Settings for the Agents Window......................................................... 61

Calling from the Agent Window ....................................................................................... 62 Showing Skills for an Agent ............................................................................................... 62 Priority and Skill ................................................................................................................... 63

Example of Priority .............................................................................................. 63 Roles........................................................................................................................ 64

Case Log 66 Introduction to Case Log ................................................................................................... 66 The Case Log Window........................................................................................................ 66 Insert Data into the Case Log............................................................................................ 67 Opening a message ..............................................................................................................67 Sending E-mail ..................................................................................................................... 68 Calling from the Case log ................................................................................................... 68 Replaying your own Calls from the Case Log ................................................................. 68 Show the Chat Log from the Case Log............................................................................ 69

Statistics 70 Introduction to Statistics .................................................................................................... 70 Showing Details of Statistics .............................................................................................. 70 Viewing a Graph .................................................................................................................. 71

Case Graph ............................................................................................................ 71 Queue Duration Graph........................................................................................ 72 Service Level Graph ............................................................................................. 72

Settings 73 Introduction to Settings ...................................................................................................... 73 The Size of the Main Window........................................................................................... 73

Showing More or Less of the Main Window ................................................... 73 Changing the Size of the Client Program when a Case is Received ............. 74 Show Client Program on the Screen.................................................................. 74

Fonts ...................................................................................................................................... 74 The Settings Window .......................................................................................................... 74

Opening the Settings Window............................................................................ 75 Settings for Highlights......................................................................................................... 75

Viewing a List of Highlights................................................................................ 75

iv • Contents User's Manual Trio Agent Client

Adding a Highlight ............................................................................................... 75 Removing a Highlight .......................................................................................... 76 Changing a Highlight............................................................................................ 76

Settings for Miscellaneous Alternatives............................................................................ 77 Main Window on Top.......................................................................................... 77 Popup on Call........................................................................................................ 77 Save Window Configuration ............................................................................... 77 Sound Alert on Call .............................................................................................. 77 Icon in System Tray.............................................................................................. 78 Hide Minimised Window..................................................................................... 79

Quick Copy Settings ............................................................................................................79 Fields of the Quick Copy Tab ............................................................................ 79 Specifying Alternative for Quick Copy ............................................................. 80 Using Quick Copy ................................................................................................ 80

Keyboard Settings................................................................................................................ 81 Fields in Tab Keyboard........................................................................................ 81

Receiving Calls without a Computer 82 Introduction to Clientless Logon ...................................................................................... 82 Logging On without a Client ............................................................................................. 82 Logging Off without a Client............................................................................................. 82 Calling another Person........................................................................................................ 83

Index 85

User's Manual Trio Agent Client Information about Trio Agent • 1

Information about Trio Agent

About Trio Agent and Trio Enterprise Attendant Trio Agent is a system that can be connected to a company’s switchboard as well as to the Internet. It is used to handle and to automate the contacts between the company and its customers.

Trio Agent may handle the following types of cases:

• Incoming phone calls

• Outgoing telemarketing calls

• Call back (outgoing call request) initiated via phone

• Call back initiated as a case from a colleague

• Call back initiated from a web page

• Chat initiated from a web page

• Spontaneous outgoing calls

• E-mail

• SMS

• Fax

• Voicemail

• Tasks

• Personal visitor

When customers contact the company by telephone, Trio Agent greets them. After the customers have identified themselves, their details such as name, address and account number can be retrieved from the database. Customers can then choose if they want to carry out their tasks with the help of the program, or if they want to be connected to an agent..

The cases waiting to be answered by agents can have various priorities depending on the service requested.

Trio Agent consists of two programs: the Client Program and the Administrator Program. In addition, there are a number of reports that can be used to find information about cases that have been handled by Trio Agent.

2 • Information about Trio Agent User's Manual Trio Agent Client

In addition to the Trio Agent license, there is another license for Trio Enterprise Attendant. Both these products are described in this manual. Trio Enterprise Attendant can be described as a Trio Agent Client with extended operator functionality.

Providing that licenses exist, the agent, who logs in as an operator (se section “Logging On as a Regular User” on page 3) will start Trio Enterprise Attendant while others will sstart Trio Agent Client. The visible difference is that the Address book changes name to Trio Enterprise Attendant as indicated by the title bar in window. In addition, the window supplies more information. The visual difference is shown in section “Address Book/Trio Enterprise Attendant” on page 31.

Note. Where only the Address book is mentioned throughout this manual, the corresponding functions in Trio Attendant Client are covered.

About Trio Agent Client The Client Program is the part of Trio Agent that is used daily by the agents who receive incoming calls from customers. In this program, the agents can view information such as:

• How many cases there are in the queue for each service.

• How long each customer has waited in the queue.

• How many agents there are serving cases for each service.

• The present service level.

• Statistics for answered, lost and refused cases.

When a case is ready to be connected to an agent, information about the customer can be viewed in the Client Program. The agent does not have to ask the customer for information already in the system. This will lead to a shorter case handling time which is an advantage for both the agent and the customer.

About Trio Agent Administrator Trio Agent includes an Administrator Program that is used to set options that affect the functions of the Client Program. The Administrator Program is mentioned a few times in this manual, but it is not necessary to know anything about it to work as an agent with the Client Program.

About Reports Trio Agent can be used to produce six types of reports. It is recommended that the person who handles the reports has some knowledge of Microsoft Excel. The reports contain information about the cases (calls, e-mails and fax messages) received by Trio Agent. The reports are described in the user manual named “Statistical Reports”.

These are the various types of reports:

• Agent Report

• Tag Report

• Case Report

• Time Report

• Private Report

• Customer Report

User's Manual Trio Agent Client Connecting • 3

Connecting

Starting the Client Program To be able to start the Client Program, you must connect to the system by stating your user ID and password. This Logon window appears when you have started the program AgentAP.exe.

Logging On as a Regular User To log on as a regular user after starting the program, do the following:

1. Enter your User ID.

2. Enter your Password.

4 • Connecting User's Manual Trio Agent Client

3. Type your phone number, i.e. the number of the phone you are going to use when working.

4. Select a telephone type from the list. The following options may be available depending on the installation:

• Standard phone. Your phone is an ordinary phone which you use to connect and to disconnect calls.

• Standard phone with auto answering. Your phone is an ordinary phone but you connect and disconnect using your PC. The ring tone sounds from the PC, not from the phone.

• Microsoft Office Communicator. You are using MS Office Communicator as your phone.

If you are an agent with a standard phone with auto answering, direct calls to you must be handled with personal queues or with a separate phone.

5. Select location. In a solution, where the phone traffic is geographically spread, it is possible to locate servers with line connections, so called interfaces, in various places. It is only in such cases that the alternative Location will be available. Location specifies the line interface you want to use (e.g. Stockholm or Gothenburg.) If this option is grey, it is not available.

6. Select work mode. Select Switchboard operator if you are going to handle phone calls only. With this selection your program window will be the Addressbook or Enterprise Attendant (se the picture on page 32). To get Trio Enterprise Attendant you must select to attach with the option Enterprise Attendant license (se below).

Select Agent if you want to handle different cases (including operator calls). With this selection your program window will be the Main window (se picture on page 6). If you are assigned an operator call, the Enterprise Attendant or the Addressbook will be opened automatically.

7. Enter server if necessary. This alternative is only selectable when there are several queuing servers available for connection, e.g., if you service several contact centers, or if there is a possibility to use a standby server in case the main server fails. If this option is grey, it is not available.

8. Select the option Attach with Contact Center license to be able to handle e-mail, fax and voicemail and advanced cases. If you do not select this box, you will only be able to handle phone calls.

9. Select the option Attach with Enterprise Attendant license if you want to get access to the extended operator functionality.

10. Click OK.

The details you have supplied will be checked. If they are correct, the Client Program starts.

If the details are incorrect, an error message appears and you are given another chance to supply the correct information.

Logging on as a Guest User To log on as a guest user, click GuestGuest in the in the Trio Agent Logon window. As a guest, you are only allowed to look at the state of various services and agents. To connect as guest does not require an agent licence.

To cancel the connection, click Cancel.

User's Manual Trio Agent Client Connecting • 5

Client Program Icon When you have started the program and logged on, the icon of the Client ProgramWhen you have started the program and logged on, the icon of the Client Program may show up in the status bar. will show up in the status bar. See “Icon in System Tray” on page 78.

The color of the icon varies depending on the state of the agent. It is

• blue when the agent is active with a case

• green when the agent is logged on but inactive

• red when the agent is logged off or is having a pause.

Agent Icon in the Status Bar The number of queued cases and the state of the agent for the Client Program are indicated in the Windows status bar (at the bottom right). The number within parenthesis shows the cases in queue, which are affected by “shown services”. The color of the rhomb changes in this way: Orange = pause/logged off, green = logged on and idle, light blue = active case.

This makes it possible to see the current queue situation without activating any window.

Note: This is only true if you do not have Windows XP as your operating system and Group similar buttons in the status bar selected. (See the Control Panel -> Action bar and Start menu.) If you have started several programs, the icons of the Client

Program will be grouped like this . In this sample, four windows are opened, main window, Agent window, Services and Case log window, which the number in the sample indicates. Thus, it is no longer the number of cases in the queue.

Show Client Program on the Screen If the Client Program is minimised, the main window will appear on the screen if you click the icon.

If You Need Help If you need help while using Trio Agent, select the Help menu or press F1. The help file displayed contains almost the same contents as this manual. The manual is thus not necessary when you need help.

Quitting Client Program Quit the Client Program by clicking Close on the File menu in the main window. You can also do the following:

1. Click the Close button in the top right corner of the main window. A dialog box appears.

2. Click Yes to quit the Client Program.

6 • The Main Window User's Manual Trio Agent Client

The Main Window

Introduction to the Main Window The main window is the window that usually appears when you start the Client Program. From this window, you can reach the other parts of the program. This chapter describes the various fields of the main window.

Picture of the Main Window This picture shows the various fields of the main window. The numbers of the headings in the following sections correspond with the numbers in the picture.

This table shows the names of the fields.

Field number Name 1 Toolbar 2 Queue list 3 Queue Information field 4 Job Information box 5 Agent status bar

User's Manual Trio Agent Client The Main Window • 7

Fields of the Main Window The following sections describe the various fields of the main window.

1. The Toolbar This table describes the functions of the toolbar buttons:

Icon Click here to... Or press...

Working state list

let the system know that you are ready to receive cases, log off or to pause. If the agent has logged off or is pausing, the background of the box is red. See also “Changing Working State” on page 14.

F2 for Logged off F3 for Pause F4 for Ready

Personal queue

… change state for your personal queue. The icon has a red light when the queue is closed and a green when it is open.

Set absence reason

... specify absence reason. If you click the arrow, you may select an absence reason from a list. If you click the icon, the Absence dialog box will be displayed and you may set start and end time for the absence. You may also decide how the system should handle your phone and working state why you are absent.

Answer

… receive a case. In addition, the key allows you to pick best possible case while you are in Pause mode instead of automatically if you were in Ready mode. (Compare with “Pull mode” in Present.)

Num + (This works in all Trio Agent windows)

Hang up

... finish the case. Num - (This works in all Trio Agent windows)

Adress book/Trio Enterprise Attendant

… open the address book/Trio Enterprise Attendant It is used to queue and connect cases. Read more in section “Address Book/Trio Enterprise Attendant” on page 31. The arrow to the right of the icon gives you access to the latest ten calls.

F5

Call 1

... receive call 1; usually a customer call. F6

Call 2

... receive call 2; usually a call from another colleague. F7

Transfer the call

... transfer your current call to another colleague. F8

Private parking

… park one call to take another one. Use the key combination Shift + F9 to return to the call last put on hold.

F9 Shift + F9

System parking

… park a call to person who has not got a phone to which you may transfer the call. If the agent/attendant presses the System parking

F10


button, the call will be parked and the attendant will receive a message with a number to be called in order to pick up the parked call. This number must be forwarded by the attendant in a proper way (e.g. using public addressing or pager.

… record the call. If the recording button is unavailable, the function may not be installed.

Run IVR application

… run the IVR application for an active call. Example of these functions could be to turn on recording of an ongoing call or to identify an unidentified customer.

Queue for service

... put a case in the queue to a service other than the one you are currently serving.

F11

New task

... create a task for a service.

Opening a message

... open an e-mail or a fax message or listen to a voicemail.

Push information

... send information on the case to another agent. F12

Case closed

... let the system know that you have finished a fax or an e-mail case, or interrupted the post-processing.

Connect the next case

... receive the next case immediately. The post processing time and the preparation time will be cancelled.

2. The Queue List The Queue List contains information about the cases that are queued for the displayed services. The number of columns and their contents can be configured individually for each agent. Those settings are made in the Administrator Program. The information to be shown varies depending on the system configuration. For customers, who identify themselves in a voice-response application, the application can retrieve information such as customer account number and balance from another system. These details can then be displayed in the Queue List.

Background Color of Own Case In the Queue List, the own cases are shown at the top with a light blue background color. Active cases, parked cases and cases in the personal queue are considered the own cases.


Case Types In the Queue List, there is one icon for each case. It indicates which type of case it is. This table shows these icons and what they mean.

Icon Description

… an ordinary phone call.

… a voice message. The customer may also have asked to be called by an agent; if so, this is stated in the voice message.

… an e-mail message.

… a fax message.

… a call me back case. The case may be initiated by customer asking for call me back on the phone or from the company’s home page. The case may also come from a dialling list created by the system administrator.

… a chat request from a customer.

... a task.

… a visitor. A customer may register using the Trio Visit application.

Show Services According to Skills By selecting Show > Services > According to skills, the services shown in the main window will match the skills the agent has got (including the booking skill). If the skills are changed, the shown services will be changed.

Status Types The case type icons are sometimes supplemented with another icon. This table shows the icons and what they mean.

Icon Description

… booked by an agent. The text in the icon is green if you have booked the case yourself, or yellow if it was booked by somebody else.

... an ongoing case.

... a privately parked case.

... a system parked case.

… a recorded case. The settings for recording are made in the Administrator Program.

… a case waiting for a specific agent. The icon has green shirt if the case is waiting for you (and possibly for somebody else), or yellow shirt if the case is waiting for another agent. Any agent may pick queuing cases for a specific agent.

The customer is currently running an IVR application.

3. Queue Information Field The Queue Information field displays information about the current case queue. The field consists of two parts: queue duration box and queue time box


The Queue Duration Box The Queue Duration box shows how many customers are queuing for the services that have been selected for display. It also shows the distribution of queue duration. The table below the picture explains what the colours mean.

Symbol The symbol shows how many cases...

Green ... have queued for a short time Yellow ... have queued for an average length of time Red ... have been queued for a long time Number on far right ... are waiting in the queue

The settings that define short, medium and long waiting times are made in the Administrator Program for each service individually.

The Waiting Time Box The Waiting Time box shows information about the current queue duration for the displayed service or services.

The maximum value states the longest waiting time in minutes and seconds. If the case has been queued for a very long time, hours are also shown.

The average value states the average waiting time in minutes and seconds. If the case has been queued for a very long time, hours are also shown.

4. The Job Information Box The Job Information box shows the available details for the current customer case.

The Job Information box consists of customer information, case type information and a standard button. You can activate the standard button by clicking it or by pressing Enter.

The standard button changes its function (and text) depending on case type and situation. In the above example, the case is an incoming call. When the phone is ringing the standard button has the text Answer. When the call is answered, the standard button gets the text Hang up. For e-mail and fax, the button has the text Open.

The customer information in the Job Information box can be retrieved from a voice-response application or from another program. In the above example, the customer has stated identity number and code. The voice-response application has then checked the details against a database and retrieved information about the customer’s address and subscription.

Information may also be retrieved from Trio Agent. Typical information of this kind is how long the case has waited, history for the last three contacts, number of contacts during the last six months, etc.


If you click on any of the last cases, an automatic search for that person will be made so that you can transfer the call quickly. There may also be links to external systems from the Job Information box.

The color of the box can also be controlled from the voice-response application. For example, the colour can be set so that the box is green if the customer states the correct code in the voice application, but red if the wrong code is stated. The information in the Job Information box can be sent to other agents.See “Sending Case Information to other Agent” on page 28.

Tip! The Job Information box can also be shown in the Address book.

5. The Agent Status Bar The Agent status bar shows the agent’s current state. The Agent status bar consists of three parts: the Agent state fieldthe agent state field, the booking box, the booking box, the booking box and the system status box and the system status box and the system status box..

The Agent State Field The table below explains what the alternatives represent.

The Agent state field shows what the agent is currently doing.

Some examples:

Option The agent … Ready for the next case ... is ready to receive cases. Waiting for XX ... is busy with (or waiting for) a call with the identity XX. Talking: 00:20 ... has been talking to the current caller for 20 seconds. Post-processing: 00:10 … is processing the previous call. The time stated shows the

remaining post-processing time. See “Post-Processing Time” on page 17.

Preparing: 00:10 ... is preparing for the next call. The time stated shows how much preparation time remains. See “Preparation Time” on page 17. .

The Booking Box The Booking box shows information about booked cases. See “Booking a Case” on page 18 to find out how to book a case.

If the agent has booked a case numbered X, the box contains the text Booked: X. If the agent has not booked a case, the text box contains the text Nothing booked.

Telephone Status Box The Telephone status box indicates the status of the server program handling the phone.

Green background You are in contact with the phone handling program.

Yellow background You have contact with the phone handling program but the extension could not be opened for monitoring.

Red background You are not in contact with the phone handling program.


You should restart the Client Program if the background is yellow or read. When you log on again, make sure that the extension number in the Connection dialog box is correct.

The System State Box The Client Program retrieves its information from a central queue program. If the Client Program cannot contact the queue program, it will not work. The appearance of the System State box shows whether the Client Program has succeeded to establish a contact with the queue program or not.

This table explains the alternative appearances of the box.

Appearance Indicates that the Client Program... Green box with the text OK … in contact with the queue program. Red box with the text Conn ... has not established contact with the queue program but is

currently trying to do that. Red box with the text Fail ... has failed to establish contact with the queue program.

If the Client Program cannot establish contact with the queue program, contact the system administrator.

If you have a redundant solution, the client is connected to a primary and a secondary server. The latter is used a stand by. This is indicated by two system boxes.

The box with bold text indicates the currently operational server.

The Desktop Toolbar The Desktop toolbar is used to access functions and information in Trio Agent when another application is the active one.

The Desktop toolbar is located at the top of the desktop and it is always on top so no other window can hide it. Program windows, which are maximized, will adapt to the Desktop toolbar and not cover it as shown in the example with a maximized Outlook window.

The field consists of three parts:

• A toolbar with the most common buttons from the main window.

• Status information for the queues.

• A configurable part where, for example, customer information, number of logged on agents etc. can be shown. (The Trio Enterprise installer can make these settings.)

To display the Desktop toolbar, do the following:

1. Select Desktop toolbar from the View menu:


2. Ready! You may now use buttons and functions in the Desktop toolbar.

14 • Working State User's Manual Trio Agent Client

Working State

Introduction to Working State This chapter describes how you indicate that you are ready to work, how to pause and how to log off. You will also learn about how to handle your personal queue, which is opened and closed separately from the general queues for the various services.

The agent state is shown in the Agent window. Here it is possible to see whether an agent is logged on or off and if his or her personal queue is open or closed.

Changing Working State To change working state, do the following:

1. Click the arrow next to the Working State list or right-click the agent icon.

2. Select Ready, Logged off, or Pause.

This table describes the various options. Option This means that you... Ready ... are ready to start receiving cases. Logged off … want to log off from Trio Agent. If no agent is logged on for a service,

customers who ask for that service are rejected. You should therefore only log off if you are leaving for a long time, for example, when you take a lunch break or leave for the day. The background of the box becomes red when you have logged off.

Pause ... want to take a break. This is only if you are going to be inactive for a few minutes. The background of the box becomes red.

You can log off or pause while you have an active case. No more cases will then be connected to you after finishing the current one.

Tip! You can also change state if you right-click the icon in the Windows status bar.

Personal Queue The purpose of an agent’s personal queue is to handle the calls for this particular agent. This can be • direct calls for the agent • calls placed in the agent’s personal queue by another agent.

User's Manual Trio Agent Client Working State • 15

The personal queue is opened and closed separately from other queues, so it can be open or closed even if the agent is not logged on. The status for the personal queue is shown in the Agent window.

Opening and Closing Personal Queue Click the icon when you want to open or close your personal queue.

Icon When the queue is...

the icon has a...

... open ... green symbol

... closed ... red symbol

Non-client Mode You can easily switch to non-client mode if you want to continue working as an agent without having a PC. This function is often used when you need to walk away from your PC but still want to service the phone queues from your mobile phone.

Do the following to switch to non-client mode:

1. Select Non-client mode in the File menu.

2. The Non-client mode dialog box is displayed.

3. Enter the number of the phone you want to use when answering calls. This number

will be pre-selected the next time this dialog box is displayed.

4. Select preferred state (Logged off, Pause or Ready).

5. Click the Personal button and switch between green (open) and red (closed) depending on which state you prefer your personal queue to be in.

6. Click OK.

If you select Non-client mode in the File menu once more, you will return to working with the client program.

16 • Working State User's Manual Trio Agent Client

Tip! This command can also be associated with a key (see “Keyboard Settings” on page 81).

Set Absence Reason You may set an absence reason. Other colleagues looking for you will then see when you will be available again. In addition to setting an absence reason you may redirect your phone to a specified number. Absence reason can only be set if a Present system is installed.

To change absence reason, do the following: Step Alternative 1 Alternative 2 1. Click . The Absence dialog box opens.

Absence reason

Click the arrow next to the absence icon. A menu appears.

2. Without Trio Present Specify reason and possibly

enter something in the field Information. With Trio Present The default return time will automatically be set when you select absence reason, but you may change it.

Select alternative in the menu.

3. In group Action, you choose how your phone calls should be treated during your absence.

4. In group Options, you choose if you want to change your working status or the status of your personal queue. If absence reason has been set for a group of agents, the option Group absence will be selected.

5. Click OK.

User's Manual Trio Agent Client Case Management • 17

Case Management

Introduction to Case Management This chapter describes the Client Program‘s preparation time and post-processing time. It also describes how to do the following:

• Receive and answer incoming calls, e-mail, web, fax, and voicemail messages.

• Make outgoing calls.

• Send case information to another agent.

• Create a task.

• Send messages to one or more agents.

• Transfer the case to another agent.

• Book a specific case in the case list.

• Reset the Client Program

Preparation Time and Post-Processing Time This section describes how much preparation time an agent has before taking a new case and how much post-processing time after finishing a case.

Preparation Time Before a case is connected to you, you have a specific time for preparation of the new case. The preparation time starts when you have been assigned the case. Preparation time is often used for incoming calls.

In the Agent State field, the text Preparing: is shown together with information about how long you have left before the case is connected to you.

The preparation time is set individually for each service and agent. The settings are made in the Administrator Program.

If you wish to shorten the preparation time, click Answer (if you are using standard

phone with auto answer), Connect (if you are not), or press Enter. You can also click .

Post-Processing Time After completing each case, you have a specific time to use as post-processing time, for example, to take notes.

18 • Case Management User's Manual Trio Agent Client

The Agent state field displays the text Post-processing: together with information about how much time you have left before the next case is assigned to you.

The post-processing time is set individually for each service and agent. The settings are made in the Administrator Program.

If you wish to shorten the post-processing time, click Take call or press Enter. You can also click .

Receiving Cases This section contains a short description of how to receive cases in the Client Program, followed by detailed instructions for each case type.

Receiving Cases Automatically To receive customer cases automatically, you must tell the system that you are ready to do so. Which case you receive depends on the following factors:

• Priority

• The agent's skills

• Which agent has been idle the longest time

When you have been allocated a case, available details are displayed in the Job Information box. Preparation time, if any, will be initiated. When the preparation time is over, the case is connected to you.

To answer the case, press Enter or click the standard button in the Job Information box. You may also click one of the icons in the Desktop toolbar. See “1. The Toolbar” on page 7.

If the case is not answered within 3 signals (about 18 seconds) you are considered to have taken a break and the case is assigned to another agent.

Booking a Case

If you want to book a case shown in the case list (e.g., a customer you know), double-click the record/case in the main window. You can only book one case.

If you are logged on but having a break (i.e., pause) you may still book a case by double-clicking on it. You may also use the answer button or Num + to pick the case you would have received if you had been in ready mode.

If the booking is successful, this will be confirmed by the green icon shown in the queue list next to the booked case. If somebody else booked the case, the icon is yellow

.

To cancel a booking, select Cancel booking in the File menu or press F12. The Booking box will then display the text Nothing booked.

Answering Regular Calls

If you use a standard phone:


Lift the receiver (or click the phone’s line button if you are using a headset).

If you use a standard phone with auto answering or Microsoft Office Communicator:

• If the Main window is active you may: Click Answer, press Enter or click .

• Press NUM + from any Trio Agent window.

• If you have made settings to have the key combination for quick copying connected to the standard button in the main window you can use it as well. This key combination also works from within other applications than Trio Agent. (See “Quick Copy Settings” on page 79.)

Listening to Voicemail Messages

To listen to a voicemail message, do the following:

1. Click Open or press Enter. You can also click . An e-mail message with a loudspeaker icon appears.

2. Click on the loudspeaker symbol and a media player opens and the message is played immediately.

3. Close the media player and the message.

4. Click Finished or press Enter.

The Media Player This media player is shown when you play a message:

This table describes the most common functions of the media player.

To Click … play the message

… turn off the message

… change the volume

by dragging the handle to the desired position.

See also “Parking Offering (for Fax, E-mail, Voicemail and Tasks)” on page 20.

Reading E-mail/SMS


To read an e-mail message, do the following:

1. Click Open or press Enter. You can also click . The e-mail message will open automatically in Outlook/Notes.

2. Close the message after handling it and click Finished when you have completed the case.


Reading Fax Messages

When you want to read a fax message, do the following:

1. Click Open or press Enter. You can also click . An e-mail with a fax appendix will open automatically in Outlook/Notes.

2. Click (the appendix of the message). The fax message will be displayed on the screen.

3. Close the fax message and click Finished when you have completed the case.


Parking Offering (for Fax, E-mail, Voicemail and Tasks) The settings for a service can be made so that cases of type e-mail, fax, and voicemail can be parked if another case is coming in where the customer is awaiting (calls and chats). The settings can be such that the parking is automatic or made after a question has been asked.

A parking question may look like this:

When you have finished your call or chat and no more cases remain of a kind that you can be assigned, you will be offered to continue the parked case.

Handling Outgoing Calls

An agent can be given an assignment to make an outgoing call. There are three types of outgoing calls:


• to customer who has requested call me back via phone

• to customer who has requested call me back via the web

• from a dialling list prepared by an administrator. Tip! When a customer has requested call me back via the web, the function “Push Web Page to Customer” on page 22 can be useful.

Outgoing calls, like all other cases, are put in the case queue. When the case is assigned to an agent, information about the case is shown in the Job Information box.

When you are assigned an outgoing call, do the following:

1. Click Call or press Enter.

The customer is called automatically.

When you have finished the call , the Dialling dialog box is shown on the screen.

2. Select one of the boxes/options in the Dialling dialog box and click OK.

If this is a case from a dialling list, there may be several checkboxes and options to select. The checkboxes and the response alternatives may look different depending on settings in the system.

If you select Customer not contacted, the case will be re-placed in the case queue.

Dialling dialog box

This example shows additional checkboxes and options that may occur on cases from a dialling list. These options are configurable and may thus look differently.

If the customer could not be contacted, the case can be returned to the case queue. The number of attempts and the intervals between these are set in the Administrator Program.

Handling Chat Request

Customers may request to chat with an agent. In a form, located on the web server from which the chat connect is made, the customer fills in information that can be mandatory or optional. These data are used to provide you as an agent with necessary information, e.g., customer name and/or customer number, before the chat is started.


A chat request is a case placed in an input queue like other cases. When it is connected to you, click Chat. This window is displayed on your screen.

The text (Online) in the title bar indicates that you are in contact with the customer. If the connection is disconnected, this will be indicated by the text (Offline).

This is what to do:

1. Type your response and click Send or press Enter.

2. Your input text will be moved to the pane that shows the complete conversation.

Instead of entering a text string, you have the option to:

• insert a prepared text into the chat dialog

• show the customer a web page by sending a URL to the customer’s web browser

The prepared text strings as well as the URLs must exist in the configuration file (agentchat.cfg) before they can be used.

Insert a prepared answer in your chat dialog To avoid entering the same text strings at different occasions, frequent answers should be introduced into the configuration file.

When you want to use a prepared answer, do the following:

1. Select Send answer from the Send menu and then “alias” for the suitable answer.

The selected answer will be put into the chat dialog.

Push Web Page to Customer To show a web page to a customer you are chatting with, do this:

1. Select Send URL from the Send menu and then “alias” for the page you want to show to the customer’s browser window. URLs to be used in this way must exist in the configuration file.


2. The URL you send to the customer will also be displayed in your chat window. By clicking the URL, you may start your own web browser with the same page.

3. Close the browser when you have finished.

Note. The customer can not affect which web pages to show.

Display on the Customer’s Web Browser When you are chatting and pushing web pages to a customer, he or she will see the Chat window (in the lower part) and the web pages (in the upper part) of the same browser window. It can look like this:

In this case, a prepared web page has been pushed while the customer is still waiting in the queue for the agent. URLs that you send will be shown in the same manner.

The customer may click the arrow symbol above the chat pane in order to expand and minimise the web page in the upper pane.

Send the Chat Log All messages exchanged during a chat will be saved in a chat log. Using the chat log, it will be possible to investigate exchanged messages afterwards. If the customer asks for a copy of the chat conversation, the contents of the chat log can be sent as mail.

This is what to do:

1. Select Send Log… from the File menu and the Customer Information dialog box will be displayed.

2. Enter the customer’s mail address and click OK.


If the customer entered his or her mail address in the form before the chat started, the mail address will already be filled in. The same is true if you entered this information when you previously sent the chat log.

The chat log will be sent to the customer, and this action will be indicated in the chat window with a message like this: “The conversation was sent to [email protected]”.

A copy of the chat log will be stored in the database, from where it can be retrieved using the Customer report.

Handling Task

This is what to do:

1. To open the task, click Open or press Enter.

2.

a. The task has a phone number in the field Dial to. The case is handled like an outgoing call (see ”Handling Outgoing Calls” on page 20). Click Finished when you have completed the task.

b. The task has no phone number in the field Dial to. Click Finished when you have completed the task.


This is what it looks like when an agent has been assigned a task and integration with Microsoft Exchange/Outlook exists...

... and this is what it looks like without integration with Microsoft Exchange/Outlook.

Handling Visitors


Visitors registered in Trio Visit can be queued in Trio Agent.

Visitor registration in Trio Visit

At the top of the list is a queued visit

When an agent is assigned a visitor case, the standard button in the main window will get the text Accept.

When the agent has accepted the visit, this dialog box is displayed. In this example, the visitor Olav Knudsen has got queue position 10.

Putting a Call on Wait If you want to pause a call temporarily, it is possible to put it on wait while you, for example, find more information about the customer.

Do this to put a call on wait: To Click Result: … put on wait

The call is put on wait and the background color of the number is changed from green to grey.

... to bring back the call

The call is returned to active and the background color of the number is changed from grey to green.

Dialling Out or Queuing to another Agent There may be situations when you need to ask a colleague for advice concerning a customer case, or transfer the call to somebody else. This is done via the Address book, which you can reach from various locations in the program.


Alternative 1: Click in the main window when you have an active call. The Address book window will open.

Alternative 2: Right-click the agent icon in the taskbar. A short menu is displayed. Select Phone and then Address book.

Dialling Last Called Number If you want to dial a number recently called, do this:

1. Click the arrow next to the icon . A list, with all numbers dialled since you logged on to Trio Agent, will be displayed.

2. Select which number you want to dial.

Switching Between Calls You may easily switch between two active calls by clicking for call #1, and for call #2. The other call will be put on wait. The active party is green and the waiting one is grey.

Transferring Call When you have one customer call and one call with another party, you may transfer the

customer call to the other party. Click . All icons are deselected and the Job Information box is cleared. You can now take another case.

If the other party is an agent, the job information will be transferred automatically.

Private parking You may switch between multiple calls by using parking. Unlike putting on wait, the number of calls that can be parked is unlimited. Parked calls remain marked with blue in the queue list. Even other cases, like e-mail, fax and voicemail may be parked. With private parking you are able to pick the parked case again.

This is what to do:

1. Click or press F9. The call is parked.

2. Double-click on the call you want to return to or press Shift + F9 to return to the call last put on hold.


System parking System parking is only available for phone calls and it is used when another person should pick up the call.

This is what to do:

1. Click or press F10. The call is parked and a message box is displayed. It contains a number which must be called in order to pick up the parked call.

2. Convey the number using e.g. a public announcement system or a pager.

3. If the call is not picked in time it will be returned automatically as a re-dial. It is also possible to pick the call again by double-clicking it.

Running IVR functions on Active Customer Call Example of these IVR functions could be to turn on recording of an ongoing call or to identify an unidentified customer. The IVR functions are introduced from the Administrator Program. This is what to do:

1. When you have a call for which you want to run the IVR function, click the arrow

next to the button Run IVR function . A list with IVR functions is presented.

2. Select the IVR function you want to use.

The IVR function is now run and the agent is considered busy with the call during this period. When the IVR function is completed, the call is re-connected to the agent (unless the customer disconnects in the meantime).

Putting Active Call in Queue for Other Service This section describes how you, in the main window, put cases on queue for other services. This can also be done from the Services window, see “Queuing a Case for other Service” on page 59.

Do the following when you want to put an active case in queue for another service: Step Alternative 1 Alternative 2 1

Click or press F11. A new dialog box will appear on the screen.

Click the arrow next to the icon. A list of the services that have been defined in the Administrator Program appears.


2 In the field Search service, enter the name of the service to which you want to queue the case or double-click the name of the service in the list.

Click the service to which you want to queue the case. The case is allowed to include previous queue time if this setting has been selected in the dialog box Queue to service according to alternative 1.

3 Optionally select the option Include queue waiting time. If Accumulate queue time is selected, a case, which has already waited three minutes in queue before it is answered, will for example include that time if the agent places the call in another queue. Thus the case will be put in the new queue as if it already had waited 3 minutes. If Accumulate queue time is not selected, the case will be treated like a new incoming case and thus be put at the end of the queue.

Transferring or Queuing cases to other Persons You can transfer or queue cases to other persons from the Address book, see “Dialling Out or Queuing to another Agent” on page 25.

Sending Case Information to other Agent You can send case information (see “Picture of the Main Window) to another agent to simplify questioning. This is what to do:

1. Call the other agent when you have a customer case active.

2. Click in the main window or press F12. Your colleague sees the same Job Information box that you have on the screen.

If you transfer a case to another agent, the case information will automatically be transferred as well. See “Transferring Call” on page 26.

Creating new Task for a Service This is what to do:

1. To use a template for the new task, click the arrow next to the icon and select a template from the list (see document TextTemplates.doc for how to create templates):

To create a new task without any filled in fields in the template, click the icon:

2. The dialog box New Task is displayed:


3. Enter additional information until you are satisfied. Observe that if you do not have

integration with Microsoft Exchange/Outlook, the field Call will be unavailable and you can only select Now as Start time.

4. Click OK. If integration with Microsoft Exchange/Outlook is missing, the task will be put in queue. When integration exists a new task will be opened in Outlook (see picture below).

This is what it looks like when an agent has been assigned a task and integration with Microsoft Exchange/Outlook exists.

Sending Messages to Other Agents You can send a message to one or more agents. This can be useful when you need to reach several agents with urgent information. This is what to do:

1. Open the Tools menu and choose Send message. This window appears:


2. Type the message and select whether you want to send the message to all agents, a

group of agents, or to one named agent.

3. Select the option Save in message log if you want the message saved in the receiver’s message logs. With this option, even agents, who connect at a later time, will get the message. If you do not select option Save in message log, agents not connected at the time of sending will not get the message.

4. Click Send.

Tip! You may also send messages from the Agent window. Right-click on an agent and select Send message.

The receiving agent will see this:

The agent may answer by clicking the Answer button. If he or she clicks OK, the dialog box will close but no answer to the message will be sent.

Resetting Client Program It may be necessary to reset the Client Program. One reason could, for example, be that the program, by mistake, believes that you have an active call. This function should normally not be used.

Select Reset client in the File menu.

User's Manual Trio Agent Client Address book • 31

Address book

Introduction to Address Book This chapter describes the Address book/Trio Enterprise Attendant and its functions. You may for example: • Have several address lists selectable from one list. • Search the address lists. In the advanced address list (Trio Present), you may

configure your own search criteria. • Send e-mail to persons. • Look at the absence of other persons and – with the right authority – set absence for

others. • Call the various numbers of other persons. • Queue cases to other service or person using queue logic and possibility to make your

own settings for re-dial.

Tip! Trio recommends that you show the Desktop toolbar together with the Address book.

Address Book/Trio Enterprise Attendant This picture shows the windows of the Address book. The numbers of the headings in the following sections correspond with the numbers in the picture.

The various fields in the Adress book

If you attached with the option Enterprice Attendant license when logging in, the title bar is changed to Trio Enterprise Attendant and you get access to the fields 5, 6, 7 and 11. (See the picture below.)

32 • Address book User's Manual Trio Agent Client

The menu in the main window is also available in the Address book and in Trio Enterprise Attendant.

The various fields of Trio Enterprise Attendant

This table shows the names of the fields. Field number Name 1 Toolbar 2 Queue list 3 Dialog Fields 4 Job Information box

Note. This is not shown in the figure above. 5 Search Field and Address Lists 6a/6b Department Explorer or Information Explorer 7 Detail information (is only shown when advanced address list is

selected) 8 Absence information (is only shown when advanced address list is

selected) 9 Queue Time Parameters 10 Settings for Returning Case 11 Number field 12 Case list (is only shown when advanced address list is selected) 13 Search result list

Note. The fields 6, 7, 8 and 12 are only available if you are running Trio Enterprise Attendant.


1. The Toolbar This table describes the functions of the toolbar buttons:

Icon Click here to... Or press...

Working state list

let the system know that you are ready to receive cases, log off or to pause. If the agent has logged off or is pausing, the background of the box is red. See also 14.

F2 for Logged off F3 for Pause F4 for Ready (These work in all Trio Agent windows.)

Personal Queue

… change state for your personal queue. The icon has a red light when the queue is closed and a green when it is open.

Set absence reason

... specify absence reason. If you click the icon, the Absence dialog box is displayed. If you click the arrow, you may select an absence reason from a list.

CTRL + F

Answer

… receive a case. NUM ′+′ (This works in all Trio Agent windows)

Hang up

... finish the case. Minus (-) (This works in all Trio Agent windows)

Dial

… dial selected person in the list. If you click the icon, you will dial the person’s phone number. If you click the arrow, you may select number from a list.

ENTER Dial/Inquiry to selected person’s phone number ENTER Dial/Inquiry to selected person’s mobile phone number

Queue to person

... queue the case to selected person in the list. SHIFT + ENTER Queue to person or number CTRL + SHIFT + ENTER Queue to mobile phone number

Call 1

... activate Call 1. F6

Call 2

... activate Call 2. F7

Transfer the call

... transfer your current call to another agent. F8

Private parking

… park one call to take another one. Use the key combination Shift + F9 to return to the call last put on hold.

F9 Shift + F9

System parking

… park a call to person who has not got a phone to which you may transfer the call. If the agent/attendant presses the System parking button, the call will be parked and the attendant will receive a message with a number

F10


to be called in order to pick up the parked call. This number must be forwarded by the attendant in a proper way (e.g. using public addressing or pager.

… record the call. If the recording button is unavailable, the function may not be installed.

Queue for service

... put the case in queue for another service. F11

To voicemail

... connect the call to the selected person’s voicemail.

Push information

... send case information in the Job Information box in the main window to another agent.

F12

Send Message

… your e-mail client opens a new message to the selected person. The message will either result in an e-mail, an SMS or both. Click the icon if you want to open the message with the standard template for e-mail selected. Click the arrow if you want to select a template from the list.

CTRL + E (e-mail) CTRL + S (SMS) CTRL + M (according to normal priority in Trio Present)

New task

... creates a new task for the selected agent. CTRL + T (opens a standard task)

Configure Arrow Keys In the File menu, there is a command Configure arrow keys… which opens this dialog box.

The figure shows which which keys, combined with Up Arrow and Down Arrow, are used to browse the contents of the various fields. You may freely change these key combinations to suit your own preferences.

The descriptions of the various fields in this chapter show the default key combinations to be used to jump to a field and to browse its contents.

2. The Queue List Shortcut: Ctrl + Alt + Up/Down Arrow

For a complete description of the Queue list, see “2. The Queue List” on page 8.


3. The Dialog Fields

In the top box, information is shown about the service/queue the customer dialled. The color is the same as in the Job Information box in the main window.

In the bottom left box, information about Call 1 (i.e., information about the caller) and in the bottom right box, information about Call 2 (i.e., information about the person you are transferring to) are shown. You activate the respective calls, i.e., you talk to the party, by

clicking the corresponding button in the Toolbar / or by pressing F6/F7.

The active call is indicated by a light green background color. The red arrow between the fields points at the active call.

A waiting call is indicated by a light grey background color.

In the dialog field for Call 2 , status information is shown, i.e. information whether the number has a referral or is busy etc.

If the line is not busy when you click Queue, the call will disappear, but if it is busy, this will be indicated in the right dialog field and in the current row in the address list. The call is kept with you and you have the possibility to do something else with it, if, e.g., the customer wants to wait, you can click Queue again. Otherwise you could, e.g., transfer the case to somebody else in the same department.

4. The Job Information Box You can select from the View menu if you want to see the Job Information box or not. The contents is identical with the corresponding pane in the Main Window, see “4. The Job Information Box” on page 10.

Note. The job information box is not shown in the figure on page 32.

5. The Search Field and the Address Lists

Search Field The address lists may be one or more Trio Present databases, but it is also possible to use text files as address lists (for example MS Word or MS Excel documents).

Address Lists Shortcut: Shift + Alt + Up/Down Arrow


You may have multiple address lists which can be selected from the drop-down list. In the Administrator Program, it is possible to configure which address list should be default for the respective services.

The address lists may be one or more Trio Present databases, but it is also possible to use text files as address lists (for example MS Word or MS Excel documents).

Depending on which number the customer has dialled, the system can automatically select the list best suited for the current call. For an operator, this means that it is possible to answer and switch calls for different companies.

Searching in Simple Address Lists (Text format) In simple address lists in text format (e.g., the list AGENTS), searching is done on the column on which the list is sorted. Thus you may search using first name, surname, group, number etc.

Do this to search:

Enter one or more characters in the search field. The search in the address list is automatic, and it becomes more and more specific for each character you enter.

Searching in Advanced Address Lists (Present) The system is delivered with a set of search alternatives, but you can also configure your own.

Do the following to create your own search alternatives (you may also modify the existing ones):

1. Select File > Configure search alternatives... in the Address book.

2. Click Add (or select a search alternative to modify and click Change).


3. Select from one to three search criteria from the lists. More than one word will create

a combined search.

4. Click in the key field and then press (on the keyboard) the key(s) you want to use when activating the search.

5. Click OK to save the search.

Search Alternatives in Present

Use standard search when you want to search using first name and/or surname or extension.

• If you enter one or more letters and press Enter, the system will look for persons with surnames starting on the letters you typed. The search will also take place phonetically with so called soundex.

• If you first enter a space or a comma before entering the letters in the name, the program will look for a first name.

• If you enter two words separated by space or comma, the program will look for surname and first name.

• If you enter digits, the program will automatically look for extension.

Use Information search – Field 1 to search in the first field (column) in the information hierarchy. E.g. a search with ”taxi st” will do the following:

• Open the Information Explorer and search for the first folder name starting with “taxi”. Then the search will continue with the rows in the folder containing “st” in the first column.

Use Information search – All fields to search in the all fields (columns) in the information hierarchy. E.g. a search with ”taxi st” will do the following:

• Open the Information Explorer and search for the first folder name starting with “taxi”. Then the search will continue with the rows in the folder containing “st” in any column.


Use combined search when you want to search using a combination of maximum three search criteria:

• Combined searches use comma or space between the search criteria. Enter one or more characters from each word in the search fields and press the key configured for the columns you have selected.

Use “Same” search when you have selected a person in the search result and want to find another one with the same characteristics.

• Select the person you want to start from and press the key which is configured for the search criteria you want to use. If you want to search in the same organisation, press the key for organisation search.

• Combined searches can also be used when you want to search using “same” search. When you have selected a person in the search result and press the key for combined searches, the system will look for persons with the same combination of characteristics as the person you started from, for example, the same organisation and the same title.

• You can search on the same case if you select a person with the case you want to search on and then press the key for case searching.

Customer Group Shortcut: Ctrl + Shift + Up/Down Arrow

When you select Present from the drop-down list Customer group, which allows you to filter the result by choosing a specific customer group. The customer groups are created in Present.

Tip: Using the setting “Use service name as customer group” in TA Admin will allow the system to select the correct customer group automatically for the current call.

6a. Department Explorer

The Department Explorer is shown in a separate pane if you select Department Explorer from the Show menu.

If you select a department in the Department Explorer, the search list will be updated with all persons belonging to the selected department. Right-click and select action from the short menu to step forward in the list and then call the extension or the mobile or send an e-mail or an SMS to the selected person.


If you select a person in the Search result and then make a search on department, the Department Explorer will expand and the main department, to which the person belongs, will be selected.

Note. Either the Department Explorer or the Information Explorer can be displayed if you have logged on as attendant. Only 200 lines of the search result can be displayed at one time. For more lines, you have to step to the end of the list and press Page Down to see the next 200 lines.

6b. Information Explorer The Information Explorer requires that Trio Enterprise Attendant is installed.

Select a folder in the Information Explorer, start entering leading characters in the name of the searched object and then press Enter. Matching objects will appear in the search result.

Which columns you will see depends on settings in the Present system. Another field appears below the search result. In this field, you may see the text field related to the selected information row.

Note. Either the Department Explorer or the Information Explorer can be displayed if you have logged on as attendant.

7. Detail Information The detail information box shows additional information about the person who is marked in the search result. Just like the search result, you decide which columns should visible and in which order they should be displayed.

If you want to change the shown columns, select View > Select columns for > Detail information in the Address book.

The dialog for column settings.


The columns in the right list are shown in the main window from left to right. The deeper in the list the more to the right the column will appear. You can change the position of a column if you select it and then move it up or down with the buttons Move up and Move down respectively.

8. Absence Information Shortcut: Shift + Up/Down Arrow

When you have selected a person in the search result, information about that person’s absence will be shown in the list. The current, the previous and the next absence will be shown (the previous absence is normally shown for one hour only). A maximum of 30 absence reasons can be displayed in the list.

If you select an absence reason and press Shift + F10 or right-click on the row, a menu will be pop-up. Here you may select:

• Remove to delete an absence reason

• Change to change an absence reason

9. Queue Time Parameters In the View menu, select whether or not you want to see the queue time parameters.

This is where you set the queue time parameters for the current case. In the Administrator Program, it is possible to configure if Include queue waiting time should be set by default for the respective services.

If Accumulate queue time is selected, a case, which has already waited three minutes in queue before it is answered, will for example include that time if the agent places the call in another queue. Thus the case will be put in the new queue as if it already had waited 3 minutes. If Accumulate queue time is not selected, the case will be treated like a new incoming case and thus be put at the end of the queue.

You may increase the priority of an urgent case to make it pass other cases in the queue.

10. Settings for Returning Case In the View menu, select whether or not you want to see the re-dialling parameters.

This is where you set the parameters for Re-dialling. Standard settings for these parameters made in the Administrator Program and will appear as default. For e-mail, one


day "returning time" is acceptable but for a call the corresponding time is one minute. There could be different times for re-dialling when queuing for a free or a busy line.

• The parameter Time defines the time until a re-dial will take place.

• The parameter Personal indicates that the re-dial primarily should be directed to the same agent who connected the case and the time how long to wait for this agent to become ready. After this time the case will be passed to other agents with the right skill.

Settings you make here only affect the current case.

Return takes place to

• Same agent

• Same service

• Same agent followed by same service if the same agent does not answer within the specified time.

11. Number Field Shortcut: Ctrl + Up/Down Arrow

When you select a person in the search result, the number field will automatically get the phone number of that person.

If you press the Ctrl key, the number in the field will be replaced by the mobile phone number.

The number field has a drop-down list containing:

• Other possible phone numbers for the selected person (these include all displayed fields containing numeric values of at least the same length as an extension number).

• The last 10 dialled numbers.

Of cause, you may enter any wanted phone number.

The key combinations for dialling and switching are:

Press... ... to Description

NUM Enter Calling The standard button has the text Dial when you do not have an active call.

NUM Enter Switch without notification

The standard button has the text Switch when you have an active call.

NUM Enter Queue against busy When you are trying to switch to a busy extension, you may put the call in queue by pressing the key or clicking the button Switch once more.

Num Enter Follow call forwarding When the extension, to which you are trying to connect is forwarded or has a Precence Event with call forwarding, you may follow the forwarding if you click Dial or Connect once more.


Press... ... to Description

ALT + Enter By-pass When the extension you are trying to call has a presence event, you may try to by-pass.

NUM , or NUM . or SHIFT+NUM NUM Enter

Switch with notification Note. NUM , or NUM . symolize the key to the left of the Enter-key on the numeric key pad which is used to indicate a decimal character (comma or period) depending on the conventions in various countries.

12. Case List Shortcut: Alt + Up/Down Arrow

When you select a person in the search result, the Case list will show the case types, to which the person is connected in Present. If you select a case and then press the button for case search, a search will take place on all persons who have the required knowledge for the selected case.

13. Search Result

The search result displays the contents of the selected address list. The list may be sorted on various columns by clicking the column header or by pressing CTRL and the column number. In the example above, CTRL + 3 would sort on Group.

A Present system is required to obtain presence event information. Persons who are referenced are shown with red text. If you select the row, the background will turn red and the text will be white. Absence reasons are indicated by these icons.

Lunch

Vacation

Gone for the day

On leave

Out on business

Out of office

Meeting

Sick leave

Business trip

Redirected Redirected to mobile phone


Part-time

Other

If you have searched one person in the list and want to find another one with the same characteristics (e.g., group, title, office etc.), do sort the list on that column. (This only applies to text-based address lists. See “Search Alternatives in Present” on page 37.) Selected person will then be displayed in the middle of the search result and you will be able to see as many alternatives as possible.

The Address book can automatically search and select persons in the search result. For a direct call, the search will be on columns Number and Mobile of the caller’s number (a-number). For a redirected call the search will be on the dialled number (b-number).

If you want to change the shown columns, select View > Select columns for > Search result in the Address book.

The dialog for column settings.

The columns in the right list are shown in the main window from left to right. The deeper in the list the more to the right the column will appear. You can change the position of a column if you select it and then move it up or down with the buttons Move up and Move down respectively.

Queue Queue information is indicated by these icons.

1 The number indicates how many calls may be queued to this extension.

Agent with a closed personal queue.

Agent with an open personal queue. The number indicates how many calls are queued.

Service. The number indicates how many calls are queued.

Availability Availability is indicated by these icons.

Available

Not at the PC

Not connected

Busy


Mobile Status Mobile status indicates the mobile phone status indicated by these icons.

The mobile phone is available.

Mobile phone is busy

Mobile phone is switched off or no service.

Integration with Precense System It is possible to integrate Microsoft Office Communicator (OCS) and Cisco Unified Presence with Trio Enterprise.

With Presence system integration, the search result will display additional columns. In the following picture, these columns have been placed at the left to be more evident.

Availability is defined by the status the user has selected in his Presence system; heree shown with an example from Office Communicator

Communicator number is the user’s Communicator extension.

Personal note may e.g. contain the note the user has made in Communicator or “Out of Office” if this is set in MS Outlook.

Location indicates where the user resides. Typical values are “Office” or “Home”.

Additional Functions When double-clicking a row in the address book, this short menu will be displayed.


From this menu, it is possible to dial the number or the Communicator client. An existing call may be transferred in the same way.

If a row in the Adress book is selected, you may also press Ctrl + Shift + I to open a chat session. This is only possible with OCS integration. The chat window in Communicator will appear.

IM conversation can be used instead of override when the agent has Office Communicator installed.

Create New Task from the Address Book Do this to create a new task for an agent:

Step Alternative 1 Alternative 2

1. Search for the agent in the Address book and select his or her row in the search result.

2. Right-click the agents row and select one of the templates for the task (see document TextTemplates.doc for how to create templates).

Click the arrow next to the button in the toolbar. A menu with templates for tasks is shown. (See document TextTemplates.doc how templates can be created.)

Or click the icon to create a new task without any filled in fields in


Step Alternative 1 Alternative 2 the template:

3. The dialog box for a new task is opened. Enter additional information until you are satisfied.

Dialog box New task

Observe that if you do not have integration with Microsoft Exchange/Outlook, the field Call will be unavailable and you can only select Now as Start time.

If you enter a phone number in the Call field, the case will be handled as a dial out case. (See “Handling Outgoing Calls” on page 20.)

4. Click OK. If integration with Microsoft Exchange/Outlook is missing, the task will be put in queue. When integration exists a new task will be opened in Outlook:

5. Enter additional information in the fields as you like and the click Save and

Close.

Sending E-mail or SMS from the Address Book It is possible to send e-mail and SMS directly to a person using various templates. The text in the templates can be set by the administrator and may also contain customer data (e.g., name, the number the customer dialled from etc). These messages can also be sent as SMS if the e-mail is sent via the SMS service in Trio Agent.

This is what to do:

1. Select in the search result the person or persons to which you want to send e-mail.

2. Right-click the person and then select e-mail template from the short menu. If you want to send the mail to more than one person, press Ctrl and click all receivers before you right-click and select template.


--

or

click the arrow next to the icon Send message in the toolbar and then select a template from the menu

--

or

if you use the standard template, press CTRL + E for normal e-mail or CTRL + S for SMS. CTRL + M will send the message through the channel with normal priority in Trio Present. An empty message has no subject.

3. A new e-mail is opened in your e-mail client with the address of the receiver and with selected template text. Note that for an SMS, the text in the subject field will not be sent.

4. Edit if necessary and send as usual.

Example of an e-mail with a selected template. The name “John Doe” and number “234” can be filled in automatically from the customer parameters of this case.

Set Absence from the Address Book Agents with the right privilege (set in the Administrator Program) are able to set absence reason for others.

This is what to do:

1. Select in the search result the person or persons for which you want to set absence reason.

2. Right-click the person and then select absence reason from the short menu.


If you want to set absence reason for more than one person, press Ctrl and click all persons before you right-click and select absence reason.

-

or

by clicking the arrow next to the Set absence icon in the toolbar and then selecting a reason from the menu.

-

or

pressing CTRL + F, alternatively clicking the Set absence icon . The Absence dialog box is opened. Select absence reason and specify return time.


In the group Action, you choose how your phone calls should be treated during your absence. In the group Options, you choose if you want to change your working status or the status of your personal queue.

If you set an absence when the person already has an active absence, the system will ask if you want to remove it. If you answer Yes, the new absence will replace the previous one, but if you answer No, the absence info will be doubled. In the search result, the absence reason with the latest return time will be shown for this person's row in the list.

Presence events for groups are created when the same absence reason is set for several persons. To remove/change the absence reason for a group, you click the current absence reason in the list “7. Absence Information” on page 40 If you choose ”Change” the dialog box for absence reason is opened. You may then decide to change absence for all users if you leave the option Group absence set. If you delete the option, the change will only affect yourself.

Dialling Out or Queuing to other Agent You can dial or queue to another person from the Address book. You may queue several calls to the same number and this number could be any number anywhere in the world. You may also queue e-mail, fax and voicemail messages but only to other agents.

To dial or queue to another person, enter the number manually in the Number field or follow the instruction below:

Step Dial another person Queue to other person 1. Search for the person using the instructions “4. The Search Field with the Address

Lists and the Number Field” on page 35.

2. Possibly: Change queue time parameter and/or re-dial settings. (See “8. Queue Time Parameters” on page 40 and “9. Settings for Returning Case” on page 40.)

3. Press ENTER to call number or CTRL + ENTER to call mobile phone. You may also right-click on the person and select the number from the menu.

Press SHIFT + ENTER to queue to a person/number or SHIFT + CTRL + ENTER to queue to a mobile phone. You may also right-click on the person and select to transfer to desired number in the menu.


Switching to Idle Number The call will be transferred. If the person does not answer, a re-dial will take place according to the rules set. (See “9. Settings for Returning Case” on page 40.)

Switching to Busy Number If you try to queue to a busy person, the row will appear with white text on a red background and a telephone icon is shown in column T (Type). The re-dial time is automatically changed to the setting in the field Return time if busy for the service. Note that the customer call remains with you. You may now decide to queue to busy by selecting Dial once more or to transfer the call to somebody else.

Returning Calls

Dialog fields with info about the call will be shown (returning call, from person, return reason (busy or no answer), initially transferred by). The person is selected in the search result to make it easy to transfer the call again.

Show Picture Right-click the person and select Show picture from the short menu, and the photo of the person will be displayed in your web browser.

Note. The picture must exist in the Present database and the file name must be inserted in the Company Directory.

Start IM conversation Right-click the person and select IM conversation (Instant Messaging) and a chat session will be set up to the person via Microsoft© Office Communicator.

If a row in the Adress book is selected, you may also press Ctrl + Shift + I to open a chat session.

Note. Both persons need to have Office Communicator installed.

User's Manual Trio Agent Client Insert • 51

Insert

Introduction to Insert The agent has the possibility to insert extra information and post processing items to a case currently or previously handled. The following items can be inserted:

• Post Processing

• Tag

• Comments

• Customer ID

The Insert dialog box is used for this purpose.

The dialog contains all four alternatives as more than one thing may be inserted in the same case. This chapter describes post processing, tagging, comments and customer ID more in detail and how to insert these items.

Tags and Post processing are selected from lists containing alternatives defined by the administrator while Comments and Customer numbers are input fields where the agent enters the information.

Insert into Current Case From the Main window, you may insert items into a case even when the case has been finished (but before the next case has been allocated).

Insert Post Processing To add post processing, do the following:

52 • Insert User's Manual Trio Agent Client

1. Open the Tag menu in the main window when you have an active case.

2. Select Post processing.

3. In the dialog box Insert, the cursor is positioned in the field Post processing and you may select an alternative from the list. Each post processing reason has a standard time which will be set automatically. If you need another time than the standard one you may change it manually.

4. Click OK.

For each type of post processing a standard time is allocated. When this time has passed, the case is considered finished and the next case will be connected to the agent. If you finish earlier, you may end the post processing by clicking the Finished button. If you need more time, select Insert Post processing again.

Insert Tag To add a standard tag to a case, do the following:


2. Select Tag.

3. In the dialog box Insert, the cursor is positioned in the field Tag and you may select an alternative from the list.

4. Click OK.

The tag appears in the field Tag in the Case log window together with other information about the case.

Using tags allows for extended statistics about tagged cases (se the report Categories.xls). In addition, you have the ability to search for cases in the customer report (Customers.xls). Even the contact history in the Job Information box will contain tag information.

Insert Comment To add a new comment for a case, do the following:


2. Select Comments.

3. In the dialog box Insert, the cursor is positioned in field Comments and you may enter free text (max. 255 characters).

4. Click OK.

The tag appears in the field Comment in the Case log window together with other information about the case. In addition, comments are shown in the report Customers.xls when checking the detail of a searchd case. Comments may also be shown in the contact history shown in the Job Information box the next time this customer contacts the company.

Insert Customer Number Customer number can be set manually on all types of cases. There are several advantages if a case is tagged with customer number:

• The same agent as at the previous contact can be assigned the case.

User's Manual Trio Agent Client Insert • 53

• The job information box, showing history for the latest customer contacts, will be more accurate.

• Statistics for the number of contacts will be more accurate and there is a better possibility to search for contacts with a given customer.

To tag a case with a customer number, do the following:

1. Open the Insert menu in the main window when you have an active case.

2. Select Customer ID.

3. In the dialog box Insert, the cursor is positioned in the field Customer ID and you can enter the data.

5. Click OK.

The tag is then shown in the field Customer ID in the Case log.

Insert into a Previous Case in the Case Log To add a tag to a previous case in the case log, do the following:

1. Open the View menu in the main window and choose Case log. The Case log window is shown. (See “Introduction to Case Log” on page 66.)

2. Select the case to which you want to add a tag.

3. Right-click the case in the case log and select Insert or click the Insert menu and choose what you want to insert. The dialog box Insert will be displayed.

4. Depending on what you decided to insert, the cursor will be positioned in the appropriate field but you may also enter more than one item. Post processing can only be inserted while you are handling the case. If you need to do more work for a customer at a later stage, you may add this to the statistics by creating a task as described in section “Create New Task from the Address Book” on page 45.

5. Click OK.

The inserted items will appear in the appropriate columns in the Case log.

54 • Services User's Manual Trio Agent Client

Services

Introduction to Services The Client Program can handle several different services. This chapter describes the Services window that contains details about the services. It also describes how to do the following:

• Decide which services to display in the program.

• Open and close a service.

• Find out which skills different agents have for a given service.

• Put a case in the queue to a service other than the one you are currently serving.

Changing Displayed Services In the menu View > Services, you select which services to display in the queue list. If you want the Client Program to show more or less services, do the following:

1. In the main window, open the View menu.

2. Choose Services window. A new menu appears.

3. Now, select either According to skills or select separate services. If you select According to skills, the services shown will follow the skill you currently have. This setting is very useful when you are using multiple roles.

User's Manual Trio Agent Client Services • 55

The Services Window The Services window can be used for checking the individual state of the services. You can also change some settings.

Opening the Services Window To open the Services window, do the following:


2. Choose Services.

View Alternatives in the Services Window

By selecting the View menu in the Services window, you can:

• Decide if the Services window should always be on top.

• Select which services to display.

• Let the displayed services follow the skills you currently have.

The settings are stored in your user profile in the database.


Fields of the Services Window This table shows the fields that can be displayed in the Services window and describes what they show.

Field The value indicates… Service … which service the details refer to. State ... whether the service is open, closed, or paused. If it is closed or set to

pause, the text color will turn red. Skill ... which skill the agent has for this service. Each agent’s skill for the various

services is set in the Administrator Program and affects the order in which the cases are assigned to the agents. The cases are assigned to the agent with the best skill first.

Crew ... the crew, i.e., how many agents are currently logged on for this service including those who have paused.

Ready ... the number of agents who are ready to take on cases. Queue ... the number of cases in the queue. Avg ... the average queuing duration in seconds for the cases in the queue. Max ... the maximum queuing duration in seconds for the cases in the queue. Queue duration graph

... shows how long the cases have been queued. The height of the column shows the number of cases. The color of the column shows the queue duration for the cases. The values that represent the various colors are set in the Administrator Program. Green means the case has been queued for a short time. Yellow means the queue duration is of average length. Red means the queue duration is long.

Service Level … the service level achieved. The values for the service level are set in the Administrator Program. When setting the values, you can state the proportion of cases that should be answered within a specific time for the service level to be acceptable. For example, 90 per cent of the cases within 3 minutes. The number states what proportion of cases has been answered in the time specified. Each line represents 5 per cent. If the objective for the service level has not been achieved, the lines are red. If the objective has been achieved, the lines are green. The short yellow line, at the bottom of the row of lines, indicates the objective for the service level.

Cases ... the number of cases that have arrived during the day. Answ ... the number of answered cases during the day. Lost1 ... the number of cases that have been lost before queuing for 10 seconds

during the day. Lost2 ... the number of cases that have been lost after queuing for 10 seconds or

more during the day. Refused ... the number of cases not put in the queue during the day. The reason for

this could be that the service was closed, the maximum conditions for the queue were reached, or that no agent was logged on when the case arrived.


Changing the State for Displayed Service If you have administrator rights for Trio Agent, you can open or close a serviceIf you have administrator rights for TeleVoice Agent, you can open or close a service manually. You can also put it in the state of pause. This is what to do:

1. Right-click one of the services in the list in the Services window. A new short menu is displayed.

2. Select option in the new list. The options available when changing the state of a

service are shown in the table.

Option If you select this option... Pause ... no cases requesting this service will be connected to an agent. To start

assigning cases to agents, deselect Pause. When Pause is selected, new cases are queued as usual. This option is used, for example, to put e-mail messages in a state of pause in order to take care of phone calls that have been queued for a long time.

Temporary open

... the service is closed automatically at the ordinary scheduled time. This function is useful when opening the service earlier than scheduled. It can only be used if the service is operated according to a schedule.

Temporary closed

... the service is re-opened automatically at the ordinary scheduled time. This function is useful when closing the service earlier than scheduled. It can only be used if the service is operated according to a schedule.

Manually open ... the service remains open until Manually closed or Schedule is selected. Manually closed ... the service is closed until Manually open is selected. Schedule ... the service is open or closed according to the schedule that has been

created in the Administrator Program.

Only an administrator can change these settings.

Showing Skills for a Service

To find out which agents are authorised to serve a specific service and what skills they have, do the following:

1. Right-click one of the services in the Services window. A short menu is displayed.


2. Choose Show skills. A new window appears, containing a list of all the agents who are authorised to serve the service. The list also shows each agent’s skill for the service. It can look like this:

More information about skills is found in section “Priority and Skill” on page 63 and “Roles” on page 64.

Alarm This is where you make the settings if you want the system to send a message if the service is causing an alarm. The default setting for a service is no alarm.

This is what to do:

1. In the Services window, right-click the service which should have an alarm indication.

2. Select Alarm and then how you want to indicate the alarm. Explanations of the

various options are given in this table: Indication Event Color The service will be shown with a red background in the Service window. Sound A “Beep” sound in the PC. Message box A message box put on top, showing information about the alarm.


The limits for the alarms of each service are set in the Administrator Program. This is what is indicated: – Minimum number of agents – Maximum number of seconds waiting – Maximum number of queued cases

Queuing a Case for other Service If the customer you are talking to is requesting a service, which you do not operate, you may put the call on queue for that service. The call will be placed last in the queue for that service. You may also put cases in a queue from the main window. See “Putting Active Call in Queue for Other Service” on page 27.

This is what to do:

1. Right-click one of the services in the Services window. A new short menu is displayed.

2. Choose Put in Queue. The call is now put in the queue to the new service and you can make preparations for a new call.

3. Click OK to confirm that you want to put the case in the queue.

60 • Agent User's Manual Trio Agent Client

Agent

Introduction to Agents This chapter describes how to see:

• states for different agents.

• which agents are logged on.

• which agents have the same skill as you have.

• which skill an agent has.

Showing State for Agents To check the state for different agents, you can open the View menu in the main window and choose Agents window. This window appears:

You can limit the number of agents shown here by selecting one or more groups on the View menu. To sort the agents according to first names instead of second names, click Name.

The text is black for agents who are logged-on and ready to take new cases, blue for agents who are logged-on but busy and red for agents who have not logged on.

User's Manual Trio Agent Client Agent • 61

Fields of the Agents Window This table describes the fields of the Agents window. The dimmed (grey) fields can be turned off by the administrator.

Field Description Last name Agent’s surname. Name Agent’s first name. Group Group to which the agent belongs. Role The agent’s current role. Extension Agent’s extension number.

Priv The agent’s personal queue; open (if green) and closed (if red). The agent’s personal queue can be open even if the agent is not logged on. The number to the right of the icon indicates the number of cases waiting in the personal queue. In this example, 8 cases are waiting.

State The state of the agent can be one of these: Logged off – Agent is logged off. Pause – Agent is having a pause. Idle – Agent is idle and ready to accept incoming calls. Busy – Agent is having an active case.

T Type of agent’s current case. See “Case Types” on page 9. Service The service the agent is currently busy with. Post Processing

… if the agent is busy with some kind of post processing this will be shown as type of work and remaining time. The post processing terminates automatically when the allocated time expires or when the agent clicks Finish.

Absence The information available in the Absence dialog box. See “Set Absence Reason” on page 16.

Time (Ready time)

How long time the agent has spent on the current case and also, within parenthesis, the total ready time during the day.

Allot: Number of cases the agent has been assigned during the day. Answ Number of cases the agent has answered during the day. Busy Number of times the line has been busy when customers have tried to call the

agent through Trio Agent. Unansw Number of cases the agent has missed during the day. Avg-T Average time for the cases the agent has had during the day. Tot-T Total time the agent has spent serving cases during the day.

Column Settings for the Agents Window You may select which columns you want to see in the Client Program.

This is what to do:

1. Open the Agent window if not already opened. To do this, select View in the main menu and then the Agent window.

2. In the Agent window, choose Select columns from the View menu.


3. In the dialog box Select columns, you may add or remove columns in the Agents

window.

The administrator of Trio Agent may have limited this function via the settings “No agent statistics” in the Administrator Program. The agents will not be able to see the fields Time (Ready time), Cases, Answ, Busy, Unansw, Avg-T and Tot-T.

Calling from the Agent Window To this to dial from within the Agents window.

1. Right-click the agent you want to call.

2. Choose Dial in the popup menu that appears.

Showing Skills for an Agent To see what skills an agent has for the various services, do the following:

1. Right-click the agent you are interested in. A short menu is displayed.


2. Choose Show skills. The Skills dialog box appears, with a list of the services the

agent is authorised to serve and the level of skill the agent has for each service.

More information about skills is found in section “Priority and Skill” on page 63 and “Roles” on page 64.

Priority and Skill In the Administrator Program, priority and skill are stated for each agent. Both priority and skill decide to what extent a specific agent should serve various services. If an agent has the skills for a specific service, the agent is authorised to serve cases arriving to that service.

All agents with priority 1 for a service are assigned cases in advance of agents with priority 2 for the same service. For agents with priority 2 and 3, cases are only allocated when they have waited for some time in the queue. This time is also set in the Administrator Program.The services that an agent has the skill to operate are automatically shown in the Queue List of the Client Program. To see more services, see “Changing the State for Displayed Service” on page 57.

Example of Priority This is an example describing the order in which the agents operate a service depending on their priority and skill.

Agents with priority and skill

Operate the service when

1A … a case is arriving. 1B ... all agents 1A are busy. 1C ... all agents 1A-1B are busy.


2A ... all agents 1A–1C are busy and the waiting time has exceeded the Order 2 Wait Time (set in the Administrator Program).

2B ... all agents 1A-2A are busy. 2C ... all agents 1A-2B are busy. 3A all agents 1A–2C are busy and the waiting time has exceeded the

Order 3 Wait Time (set in the Administrator Program). 3B ... all agents 1A-3A are busy. 3C … all agents 1A-3B are busy.

Roles Roles make it possible for you as an agent to have different sets of skills. These roles are defined in the Administrator Program. The roles are useful when you want to work with different tasks within Trio Agent at different times. Before noon, you may want to have one role dedicated to operation of an email service, and then change role in the afternoon to operation of phone calls for another service.

This picture is an example of an agent’s various roles and skills for the services he or she is operating.

Selecting Role Do this to select role:

1. In the main menu, select File.

2. Select Role and then the wanted role from the list. Your current role is shown at the bottom of the main window.

Changing Role Do this to change role:

1. In the main menu, select File.

2. Select Role and then select from the list the role you want to change to.

3. The new role should now be shown at the bottom of the main window.


If your change of role should result in some service(s) getting insufficient staffing, the following warning will be displayed:

The number within parenthesis indicates the manning resulting from your change of roles.

Viewing Other Agents Roles The agents can see each other’s roles in the Role column in the Agent window. If the Role column is not shown in your Agent window, you may change the column settings. See “Column Settings for the Agents Window” on page 61.

Show Services According to Skills If you do not want to change which services to show each time you switch role, you may select View > Services > According to skills in the main menu. Then, only the services for which you currently have the skills, are shown (which includes the ones you have booking skill for).

66 • Case Log User's Manual Trio Agent Client

Case Log

Introduction to Case Log This chapter describes how to find details about the last 20 cases that you have answered. In the History window, you can view details such as when a specific case was answered, what case ID it had, customer number, the requested service, how long it took to answer the case and how long it was queued.

This chapter also describes how to send e-mail and make calls from the Case log window. You can also add a tag to a case in the case log. To learn how to do that, see “Insert into a Previous Case in the Case Log” on page 53.

The Case Log Window To open the Case log window, open the View menu in the main window and choose Case log.

This table describes the fields of the Case log window.

Field Description Answered When the case was answered. Case ID ID number of the case. Phone number Phone number from which the customer called. T Case type. See “Case Types” on page 9. E-mail Customer‘s e-mail address. Customer ID Customer’s ID number. Service The service the customer requested. Case time How long time the agent spent on the case. Q-dur Queue duration, that is, how long the case was queued before it was

answered. Tag The case’s tag. Comments … any comment inserted into the case.

User's Manual Trio Agent Client Case Log • 67

Insert Data into the Case Log You have the possibility to insert a tag, a comment and/or customer ID into the Case log at a later point in time.

1. Select the case in the list.

2. Select alternative in the Insert menu or right-click the selected case. The dialog box Insert is displayed and the cursor is positioned in the chosen field.

3. Add the data and click OK.

Opening a message You can read old messages in the Case log. This is what to do:

1. Right-click a case in the case log. A short menu is displayed.

2. Choose Open e-mail (or fax). The message appears on the screen.

68 • Case Log User's Manual Trio Agent Client

Sending E-mail You can send e-mail from the Case log window if the customer’s e-mail address is available here. This is what to do:


2. Choose Send e-mail from.

3. Decide whether to send the message from your own mail box or from a common mailbox. Outlook opens to let you send the message.

Calling from the Case log You can call customers, whose cases are displayed in the Case log window. This is what to do:


2. Choose Call. The number in the Phone number field is dialled immediately.

Replaying your own Calls from the Case Log You can replay recording of your own calls from the Case log. This is what to do:


User's Manual Trio Agent Client Case Log • 69

2. Select Listen to call.

Show the Chat Log from the Case Log If a chat case is shown in the Case log, it is possible to display the chat log from within the Case log. This is what to do:

1. Right-click a chat case in the case log. A short menu is displayed.

2. Click Show chat log.

70 • Statistics User's Manual Trio Agent Client

Statistics

Introduction to Statistics This chapter describes how to find statistical details for one or more services and how to view graphs of cases, queue duration and service level.

The details shown in Trio Agent refer to the last 24 hours.

The administrator of Trio Agent can turn off this function. The statistics option is then unavailable (grey) on the View menu.

Showing Details of Statistics To see the statistics details for the cases of the past 24 hours, do the following:


2. Select Statistics window to open it.

3. Open the Services menu in the Statistics window.

4. Choose the service or services for which you want to view details.

The fields of the window are described in the table below.

User's Manual Trio Agent Client Statistics • 71

Field The value indicates… Date ... which date the details refer to. Period ... which time period the details refer to. Cases ... how many cases have arrived during the selected period. Answ ... how many cases have been answered during the selected period. Lost1 ... how many cases have been lost within 10 seconds. Lost2 ... how many cases have been lost after 10 seconds or more. Refused ... how many cases have not been connected due to too many cases already in the

queue. Avg-Q ... the average queue duration for answered cases in minutes and seconds. Max-Q ... the longest queue duration during the period, in minutes and seconds. Avg-Q2 ... the average queue duration for cases lost after queuing for 10 seconds or more.

The queue duration is stated in minutes and seconds. Avg-T ... the average time agents have spent answering cases to this service, in minutes and

seconds. Tot-T ... the total case time for the service in hours, minutes and seconds. S level % ... the service level for the cases arriving during the period.

Viewing a Graph The statistics can also be viewed as a bar chart. Click one of the buttons Case, Queue duration or Service level in the Statistics window.

The scale in the charts for cases and queue duration can be changed. See the sections “Case Graph” on page 71 and “Queue Duration Graph” on page 72 respectively. The X-axis shows the time scale in all diagrams.

Case Graph If you are not satisfied with the appearance of the case graph, click the arrow buttons to adjust the scale.

72 • Statistics User's Manual Trio Agent Client

Queue Duration Graph The value that is the basis for the column Average queue time – lost corresponds to the Lost2 field in the Statistics window (see “Showing Details of Statistics” on page 70). This means that only calls that have been lost after 10 seconds or more have been included.

The red line shows the level of the objective that has been set in the Administrator Program.

If you are not satisfied with the appearance of the graph for queue duration, click the arrow buttons to adjust the scale.

Service Level Graph The graph that shows the service level always has the same scale, since it shows the percentage service level.

User's Manual Trio Agent Client Settings • 73

Settings

Introduction to Settings This chapter describes the various settings that can be made in Trio Agent. The settings affect both the appearance and the functions of the program. For example, you can set • the size of the main window • large or small font in the Address book. • case highlighting for calls. • set alarm options, for example, to warn the user in case of long queue times. • decide the appearance of the program, for example, if the main window should

always be on top of other programs, or if only a program icon should be shown when you do not have an active customer case.

• set line for TAPI. • set parameters for quick copying.

The Size of the Main Window The main window of the Client Program can be shown in different views. For example, you can choose to show the Agent status bar and the Queue list, but not queue and job information. This can be useful if you need many programs open but still want to see specific information in the Client Program.

Showing More or Less of the Main Window The fields of the main window are described in the section “Picture of the Main Window” on page 6.

If you want to customise the main window, do the following:

1. Choose View. A short menu is displayed.

74 • Settings User's Manual Trio Agent Client

2. Select the wanted options in the upper part of the list. The look of the main window

is affected immediately.

Changing the Size of the Client Program when a Case is Received The Client Program can be set to change from its minimised size to its original size the seconds before a new case is connected to an agent. This function can be turned on or off under Settings on the File menu. See “Settings for Miscellaneous Alternatives” on page 77.

Show Client Program on the Screen If you have the setting Hide minimised window (see “Hide Minimised Window” on page 79) and the Client Program is minimised, only the program icon will be seen in the System

tray. When you want to see the main window, double-click the icon.

Fonts In the Address list, it is possible to change to a larger font in the lists and fields where person and company data are displayed.

To switch between normal and large font, do select View > Large font in the Address book.

--

The Settings Window In the Client Program there is a window named Settings. This is where you change the settings for:

• highlights


• The position and appearance of the program, for example, if the main window should always be on top of other open programs and if an icon should be displayed on the Windows system tray when the program is running.

• TAPI (Only available if installed with TAPI)

• Quick copying of specific information from Trio Agent to other programs.

Opening the Settings Window To open the Settings window, do the following:

1. In the main window, select File.

2. On the File menu, choose Settings.

Settings for Highlights Use highlights to emphasise that a case fulfils specific criteria. For example, you can highlight a call in the queue list. It is thus possible to use one color for customers who only talked to a specific agent so that this customer can be connected to the same agent the next time.

Viewing a List of Highlights To view a list of available highlights, do the following:

1. In the main window, select File.

2. Choose Settings. Under the tab Highlights, there is a list of all the currently available highlights.

In this example, the Client Program has been set to show cases with the parameter Service name and the value 885 with red text.

Adding a Highlight To add a highlight, do the following:


2. Choose the Highlights tab.


3. Click Add. The Highlight dialog box opens.

4. Choose among the available parameters.

5. Enter the requested value (* means that all values are accepted).

6. Click Set color. The Color dialog box opens.

7. Choose a color and click OK. The Color dialog box is closed.

8. Click OK in the Highlight dialog box.

9. Click OK in the Settings dialog box.

Removing a Highlight To remove a highlight, do the following:



3. Choose a highlight in the list and click Remove.

Changing a Highlight To change a highlight, do the following:



3. Click Add. The Highlight dialog box opens.

4. Click Change, and follow the instructions in step 4 to 9 under “Adding a Highlight” on page 75.


Settings for Miscellaneous Alternatives This is the Miscellaneous tab of the Settings Dialog box:

You can select the checkboxes to set alternatives for the Client Program. The functions that are related to the checkboxes are described in the following sections.

Main Window on Top If you select the option Main window on top, the main window of the Client Program always remains on top of all open programs. For example, it is handy to be able to watch how many cases are queued while you are working on a Word document.

The number of queued cases can also be seen in the minimised Trio Agent Client icon in the status bar, see “Agent Icon in the Status Bar” on page 5.

Popup on Call If you select the option Activate on call, the Client Program is activated when a new case is about to be connected to you. This means that the main window changes from its minimised setting to the normal size or is placed on top of other open windows, so that you can get ready to take the case. This function is useful if you want to work with other programs between the various cases.

Note: If you are using Windows 2000 or a later version of the operating system, some applications may prevent other applications from using this function. Then the Trio Agent Client icon will blink in the Windows task bar instead of showing the program on the screen. This can be fixed by a setting in the operating system. Contact Trio Enterprise for information.

Save Window Configuration If you select the option Save window, the Client Program will be opened in the same setting as when you last closed it. If you close the program while you have the main window, the Services window and the Settings window open, all three windows will open next time you start the program.

Sound Alert on Call If you select this option, you will hear a sound when a new case is connected to you.


You can choose the sound to hear when you receive a case.

Choosing a Sound for Sound Alert To choose a sound for sound alert, do the following:

1. Click the Start button in Windows. Choose Settings and then Control Panel.

2. Double-click Sounds. The Sounds and Audio Device Properties dialog box appears.

3. Choose the Program event Alarm sound below Trio Agent. Click the arrow to the

right of the Sounds box to hear the selected sound.

4. Click OK.

Icon in System Tray If you have selected the option Icon in system tray on the Miscellaneous tab, the Trio Agent Client icon will be displayed in the system tray when you have started the program.

The color of the icon varies depending on the state of the agent. It is

• blue when the agent is active with a case

• green when the agent is logged on but inactive

• red when the agent is logged off or is having a pause.

If you select this option, you can also use the function Hide minimised window.


Hide Minimised Window If you select this option, the Client Program will not be shown in the Windows system tray if it is minimised.

To be able to use this function, you must select the option Icon in system tray.

Double-click the icon to reset the program to its original size.

Quick Copy Settings It is possible to copy data from active cases in the Client Program to other programs. For example, it could be useful to copy the customer number from the current case to the case handling program you are using.

The shortcut key combinations defined here will be valid in all other programs in the system. It is thus important to choose a key combination, which is normally not used in other programs.

Fields of the Quick Copy Tab

Field Description Parameter The parameter describes the information which you may copy to

other programs. Here you can choose between the options that have been set from the Administrator Program. For example, these could be a customer number, a telephone number, or a civic registration number.

Key combination State the key combination you want to use to copy the parameter to another program. At least one of the keys CTRL or ALT must be used in the key combination. The combination you choose will affect all other programs in the system, so make sure that you choose a combination not used by any other program.

Also link the key combination to the default button in the main window.

If you select this option, the key combination you choose will be connected to the standard button in the main window. This will then replace the Enter button.


Specifying Alternative for Quick Copy To select an alternative for quick copy, do the following:

1. On the File menu, select Settings. The Settings window is shown.

2. Select the tab Quick copy.

3. Select Parameter, i.e., what information you will be able to copy from the Client Program into other programs.

4. Define the Key combination you want to use when copying the information into other programs. The combination you choose will apply to all other programs in the system. Choose a combination normally not used by other programs.

5. Click OK.

Using Quick Copy When you want to use a quick command in another program, do this:

1. When you have an active case in the Client Program, press the chosen key combination. The parameter will be copied to the clipboard.

2. Paste the parameter where you want the information inserted, for example in your case handling program.

Example Suppose that you have selected the parameter Customer number and the key combination Alt + Q in the tab Quick copy to be able to copy the customer number from the active case in the Client Program to your case handling program. Do the following to use the shortcut key command:

1. Press Alt + Q when you have an active case in the Client Program. The customer number will be copied to the clipboard.

2. Position the cursor on the location in the case handling program where you want to insert the customer number.

3. Paste (normally Ctrl + V). The customer number is now inserted in the case handling program.


Keyboard Settings

Fields in Tab Keyboard

Field Description Window Select the Trio Agent window in which the key combination should

be used. Category Select to which category the command should belong (this is same as

the menues available in the chosen window). Command Select the command for which the key combination should be valid. Current keys Existing key combinations are shown here. New shortcut key Specify the new key combination here.

82 • Receiving Calls without a Computer User's Manual Trio Agent Client

Receiving Calls without a Computer

Introduction to Clientless Logon The agents can use Trio Agent without a computer. This is called clientless logon. The only thing needed to receive calls from Trio Agent is a telephone.

To allow agents to distinguish calls coming from Trio Agent from other calls, the administrator could define a phrase to be played when the call is answered. After the phrase has been played, the call is connected.

When an agent is logged on without a computer, there are only two states: logged on or logged off. The agent cannot pause and must continue to receive calls as long as he or she is logged on. Unlike when using a computer, agents will not be considered to be pausing if they do not take calls. Such calls are instead put on hold and Trio Agent tries to call again after a short while.

Logging On without a Client Before you make a clientless log on to Trio Agent, you must know your Agent ID and the telephone number to be used when establishing contact with Trio Agent. Ask your administrator if you do not have these details.

This is what to do:

1. Call clientless logon/logoff. Trio Agent will give you the instructions to carry out the following steps.

2. Press 1.

3. State your Agent ID followed by #.

4. If Trio Agent requests it, state the telephone number you are calling from. To divert the calls to an external number, state the area code as well. Specify the mobile phone number if you use Trio Mobile Extension.

5. Trio Agent repeats your Agent ID and telephone number. Confirm or change the details.

6. If the log on is successful, Trio Agent will tell you so.

Logging Off without a Client To log off, do the following:

User's Manual Trio Agent Client Receiving Calls without a Computer • 83

1. Call clientless logon/logoff. Trio Agent will give you the instructions to carry out the following steps.

2. Press 2.

3. State your Agent ID followed by #.

4. Trio Agent repeats your Agent ID. Confirm or change the details.

5. If the log off is successful, Trio Agent will tell you so.

Calling another Person If you, during an ongoing customer call, need to ask another agent for advice or transfer the customer call, you can use the DTMF buttons on your phone. Note that for some PBX specific phones, it may be necessary to press some button to activate tone signalling (see your telephone manual for information). This is what to do:

1. Press * to get a new dialling tone. The customer call is put on hold.

2. State the phone number you want to dial followed by #. The number is called.

3. Press * to switch between the customer call and the new one.

4. If you want to end the new call and return to the customer call, press # and then *.

5. Hang up while you are connected to the new call in order to transfer the customer call.

Some agents have a Client Program but they use a mobile phone or a DECT phone because they need to leave their desk during the customer calls. For these agents, it is possible to use the DTMF buttons to ask questions to other agents or to transfer the customer call. Contact your Trio Agent supplier for help with this.

User's Manual Trio Agent Client Index • 85

Index

A Absence reason 7, 16, 33 Address book 26, 31 Address lists 36 Address Lists 32 Agent 1, 4, 6, 14, 21, 76 Agent Program 1, 3 Agent state field 11, 17 Agent status bar 74 Agents 55, 83 Alarm 59 Availability 44

B Bar charts 71 Booking box 11, 18 Busy 62

C Call 21, 28, 69 Cancel booking 18 Case information 8, 34 Case information box 28, 34 Case list 32, 42 Case log 67 Case log 54 Case management 17 Case type 18 Case type information 10 Change service state 58 Chat 9, 21 Client Program 12, 17, 55, 74, 78, 79 Client Program icon 5 Clientless logon 83 Color settings 8 Combined search 37, 38 Connect 17 Connecting 3 Contact Center license 4 Contents list 43 Create your own search 36 Customer ID 54

D Department Explorer 32, 38 Desktop toolbar 12, 18 Detail information 32 Dialog Fields 32

E E-mail 4, 19, 67 Enterprise Attendant license 4

F Font 75

G Group 30 Guest 4

H Highlight 77 Highlights 75, 76 Highligting 74

I Icons 26 Idle 18, 62 Information Explorer 32, 39

J Job information 74 Job Information box 6, 10, 18, 21, 26, 32, 53, 54

M Manually closed 58 Manually open 58 Media player 19

N Number field 32, 41

O Outgoing call 20

P Parking 26 pause 14 Pause 5, 14, 18, 57, 62, 79, 83 Post-processing 8 Post-processing time 17 Preparation time 17 Priority 18, 64

86 • Index User's Manual Trio Agent Client

Private parking 7, 33

Q Queue duration box 10 Queue for other service 60 Queue information 32 Queue Information field 6, 10 Queue list 6, 8, 18, 26, 32, 64, 74, 76 Queue time box 10 Queue time parameters 32, 40 Quit 5

R Read fax message 20 Ready for the next case 11 Ready to work 14 Receiving cases automatically 18 Recorded case 9 Re-dialling 41 Returning Case settings 32 Roles 65

S Save window 78 Schedule 58 Search Field 32 Search field and address list 35 Send chat log 23 Server 4 Service level 57, 71, 73 Services 4, 14, 55, 58, 63, 71 Settings 74, 76 Size 74, 80 Skills 55, 58, 63 SMS 19 Sound alert 78 State 14, 57 States 83 Statistics 2, 71 Status box 11 System parking 7, 33 System State box 12 System tray 76

T Tag 67 TAPI 74, 76 Telephone status box 11 Temporary closed 58 Temporary open 58 Toolbar 6, 32 Transfer 25 Transfer call 26 Trio Agent 14 Trio Enterprise Attendant 31

U User ID 3

V Visitors 24 Voicemail 8 Voicemail message 19

W Waiting call for specific agent 9

user's manual trio agent client - luleå university of...

Documents