Engage Digital | Intro to Agent
The agent interface is where agents and supervisors spend most of their time on Engage Digital. It is a single platform that manages all digital interactions and provides agents with a unified environment to respond to customer messages on all channels, whether it’s from mobile messaging, web chat, email, or social media channels. This allows agents to respond efficiently to messages, comments, and issues posted or sent via Twitter, Facebook, and more.
The configuration for the agent interface is done via the admin interface — from routing rules for incoming chat messages to user access and permissions. Administrators also have the option to enable handy and efficient features for agents, such as the reply assistant and Ask an Expert. If you are an administrator, you might want to read Intro to agent configuration.
Within the agent interface, the Inbox and Routing mode are the two operational modes that agents can use to manage conversations. Conversations are customer cases assigned to agents. You can access these modes via the left-hand navigation bar. For more information on how to navigate the agent interface, visit Navigation and layout for Agent.
Please note that while the Inbox and Routing mode have similarities, these two operational modes have unique features. The main difference between the Inbox and Routing mode is how mailbox folders are organized and how messages are routed to agents.
Now let’s take a closer look at each operational mode, starting with the Inbox.
Inbox
The Inbox has a similar function to an email inbox. The Inbox enables agents to respond to messages that have been sorted out and placed in different folders according to their channel, theme, status, team, or categorization. These folders are created and customized by your admin in the admin interface according to your needs.
Admins can sort messages into mailbox folders according to the channel from which they originated. Channels refer to the various digital channels that are managed within the platform. A channel is associated with an account on a digital medium such as Twitter, Facebook, email, or webpage chat.
In addition, similar to an email inbox, an agent can look up a message thread using the search bar of the Inbox. They can also engage with customers, sort messages, and use shortcuts to quickly organize messages and resolve awaiting conversations. To learn more, visit Intro to Inbox.
Routing mode
In Routing mode, agents are assigned interactions automatically using the platform’s automatic contact distributor logic. The assignments are configured in the admin interface and are based on agent competencies and level of urgency to comply with SLAs. Please note that certain interactions that require real-time responses, such as chat, are always performed in Routing mode.
The mailbox folders in Routing mode are categorized according to the workflow status of interactions nested in three different mailbox folders. Unlike the Inbox, where mailbox folders can be customized and grouped according to your preference, the Routing mode folders are grouped according to the workflow status of the message. To learn more about this, visit Intro to Routing mode.
Supervision
If you have the role or permission, in addition to Inbox and Routing mode, you can also access the Supervision menu from the left nav bar. If you hover over the Supervision icon in the left nav bar, a sliding tray will reveal the pages available for you under Supervision.
The Supervision menu allows supervisors and administrators to monitor agent activity in real time. Supervisors can access metrics including agent’s average presence time, average interaction duration, number of interactions waiting, and more. To learn more, visit Intro to Supervisor.
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