The SMS panel displays your:
Within settings, agents can choose how they wish to display their incoming interactions: Banner & Panel, Banner only, or Panel only. If Banner & Panel or Panel is chosen, any incoming pending SMS interaction will show up in the SMS panel. The Banner and Panel will provide the No Answer Time Out countdown, Interaction Type and Originating BP, Name and Telephone number. If the agent chooses to only display incoming interactions through the Banner, the interaction panel will not display pending interactions.
From the panel, by right clicking on the pending SMS interaction, the agent can accept or decline the interaction:
The Active SMS session displays all active SMS interactions. Each active SMS will display the name or number of the contact and the date and time the interaction was received.
When dealing with multiple SMS sessions, you will be alerted within the panel when you have received a new message from a contact. The messages will increment each time a new message is received.
If a SMS session is minimized, the panel will increment the number of messages received along with providing a visual alert of the waiting interaction to indicate you have new messages waiting.
By right clicking on an active SMS within the panel, you will have interaction control to Blind Transfer or End the SMS interaction. For more information on the different interaction controls, see the 'Interacting with a SMS Interaction' section.
SMS history will show all recent historical SMS interactions, including the customer name and date and time the interaction was handled.
Double clicking on an interaction will open the historical interaction and display the SMS history, Completion Status and Disposition Code applied to the interaction.
When a new SMS interaction is being offered to an agent the following information will be present for review before accepting the interaction:
To accept and reply to the incoming SMS, select the icon
To decline the interaction and send the interaction back to queue, select the icon. Note, if you are the only ready agent in the BP, the interaction will continue to present itself until accepted or another agent becomes ready.
Once an interaction has been accepted the agent will be presented with the original SMS sent by the contact.
To respond to the contact, you can:
A list of available responses will appear. Select the arrow for a preview of the response.
To end a SMS interaction, select End SMS . Ending the SMS will end the interaction with the contact and automatically put you in a wrap-up state if wrap-up has been pre-configured in the Setup Client. If no wrap-up has been configured, you will automatically be put back into a Ready state.
If Wrap-up has been configured, the following options will be available to complete the interaction:
Once you have filled in the required fields select . This will complete the interaction and put you back into a Ready state. If you do not manually select complete and wrap up is configured, the interaction will complete automatically after the wrap-up period has ended. Once an interaction has completed, it will appear under your SMS history within the Interaction Panel.
To transfer a SMS to another Agent, Supervisor, BP or Channel, select the Transfer Icon within the SMS window.
The Transfer window will open and by default your favorites will be expanded.
Within the search bar you can type the name of the Agent, Supervisor, BP or Channel you wish to transfer the interaction. As you begin to type, the window will filter each category and make available only the contacts that match your search criteria.
Select the transfer arrow to complete the blind transfer.
Once a contact has been selected, the interaction will disappear and you will receive a successful transfer message
Note* If the contact is in a busy or offline state you will be unable to transfer the interaction. Attempting to transfer to an unavailable contact will result in an error message
To initiate an outgoing SMS, the agent must first be in a Ready or Handling Outgoing state. There are two places an agent can initiate an outgoing SMS interaction; the Floating Actions Button (FAB) and the Contacts Tab.