Now let’s take a look at how it all works and discuss the key elements of the platform that deal with how messages come into your contact center.
Let’s start with channels. Channels are the different digital social media sources that are managed within the platform. A channel is associated with an account on a digital platform such as Twitter, Facebook, email, or webpage chat.
Once a customer sends a message to your contact center through one of those channels, messages are then routed to agents. You can use categorizations of messages to dispatch tasks to the agents most capable of handling the messages. Categories are labels assigned to messages that are handled on the platform. You can use categories to identify the message channel, to organize messages into folders, or for routing to agents.
Similar to receiving messages in an email inbox, once messages are received, agents are now able to view these messages in their Inbox and Routing mode menu options. Please note that the Inbox and Routing mode are the two operational modes that an agent can use to respond to customer messages.
In Routing mode, the messages or digital interactions that are routed to agents follow a set of steps called a routing strategy. The workflow process for these messages is defined in that routing strategy and starts once an agent receives the message and ends when that interaction is completed or solved.
Finally, the action items within Inbox and Routing mode are easily available for agents to help them become efficient in responding to customer messages. Action items also allow agents to categorize messages efficiently.
Now let’s take a closer look at each of the three interfaces, starting with the admin interface, where all the behind-the-scenes work takes place.