inContact Agent Console for Zendesk v2.3 Administrator’s User Manual Last updated 06/30/2016 http://frontlineservicesinc.com/inContactZendeskAgentManual Frontline Services LLC 9 Hope Lane, Eastsound WA 98245 www.frontlineservicesinc.com 800­417­​6542 Table of Contents Introduction How it Works Features New in v2.3 Bug Fixes in v2.3 Installation inContact Account Settings Initializing the Console Accessing the Console New Customer Choose a Password Credit Card Setup Admin Setup & Options Login Menu Admin Menu Manage Account Manage Agents Add an agent Settings Ticket Behavior To get the base URL for .WAV files Enabling Call Logs Automatically Field Mapping Field Mapping Examples Field Mapping to Ticket Fields Field Mapping to an Internal Comment Work Item Field Mapping Work Item Field Mapping Examples Change Password Agent Console Overview Accessing the Console Agent Login Main Screen Toolbar Active Calls Transferring or Conferencing a Call Agents Panel Skills Panel Address Book Panel Contact History Panel Agent Info Panel Automated Outbound Panel Dispositions Email in Queue Email Editor Chat in Queue Chat in Progress Multiple Chats Work Item in Queue Work Item in Progress Support Privacy Policy End User License Agreement Introduction The inContact CTI App for Zendesk is designed to seamlessly integrate the inContact Agent Console with Zendesk’s Customer Relationship Management (CRM) tools. This application will increase efficiency and ease­of­use for companies who use both of these services. How it Works As soon as an agent receives a call through inContact, the app searches the Zendesk database for the caller’s phone number or another metric (please contact us for customized searches). If a match is found it will open an existing ticket, create a new ticket, or display the user page depending on your chosen settings. Features ●
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Cost effective at $15 per user, per month. Seamless integration of the Zendesk and inContact agent interfaces Enables inContact Voice Contacts to be held and routed inside the Zendesk application Allows agents to transfer to another skill or another agent Allows agents to do blind and warm transfers Automatic inbound and outbound contact ticket creation and team assignment based on ANI (optional) Includes First Point of Contact Customer Phone Support (24/7), Maintenance and Ongoing Product Updates Custom Field Mapping ensures all of the information you need is available for your call flow and ticket creation. This data can be populated in ticket fields, and comments. Work Item Field Mapping ­ allows contact data to be memorialized in ticket fields or comments. Chat support ­ allows an agent to handle multiple chat contacts at a time. Chat Transcripts are able to be saved as a ticket comment. Support for inContact’s Email point of contact Automatic Call Log creation and access from Zendesk tickets. Support for inContact’s Marquee functionality. Auto­Assign Handling Agent to Ticket Ability to override the default ticket ID. Example usage: choosing the correct customer when two customers share the same caller ID (ANI). Work Item points of contact ­ allowing voicemail, email, and any 3rd party tasks your agents may need to fulfill and be tracked in inContact. Agents are alerted that a task is waiting for their engagement. Agent screen pops are frequently utilized with Work Items. Supports multiple Dispositions The mask feature allows agents to mute a part of the recording to protect sensitive customer information such as credit card details NOTE FOR EXISTING CUSTOMERS: Your Zendesk App will update the next time you login once it is live. While there will be no lapse of service, we are always available to meet with you to go over the changes and answer any questions you might have. New in v2.3 ● Email support ­ Added support for inContact’s Email point of contact. ● Includes a built­in WYSIYG editor (What You See Is What You Get). ● Reply, Reply­all, CC, (BCC is not allowed at this time) ● Data memorialization of the email to a ticket comment ● Automatic ticket creation will require a custom integration. Because of this we’ve provided a feature that allows the agent to press a button that will automatically grab the ticket currently displayed. ● Automatic Login ­ We’ve created a feature that will automatically log you back in if your session is still active. ● This will prevent you from having to re­enter your username and password if you refresh your Zendesk browser tab. ● If you use multiple Zendesk tabs it will log you in on each tab. Please note that, depending on your setup, this may create an undesired effect of creating multiple tickets on each new call. ● This is an optional setting you can adjust in the admin settings panel. It will apply to all agents if enabled. ● New Home Screen ­ We’ve replaced the old “main menu” with a Queue of incoming contacts. ● The icons previously on the main menu are still available on the ​toolbar​ at the bottom of all panels. ● Includes counters for each skill assigned to the agent, their personal queue, and timers for the calls waiting the longest. ● Agent Screen ­ The agent screen now refreshes automatically. ● It also displays what status they are in and how long they have been in that status. Bug Fixes in v2.3 ● Agent Sessions ­ previously if an agent’s session timed out while the agent console did not have an active connection (for example the computer went into sleep mode), the agent console did not correctly reflect the current status of the agent. The agent might think they were still logged in but unable to do anything. ● In this patch we will now return the agent to the login screen if we are ever given the error for an invalid session ID. ● Callbacks ­ previously callbacks required “Create new ticket (OB)” to be enabled. This has been resolved. ● Admin settings ­ clarified some setting labels to more accurately reflect their functionality. Installation NOTE: Before using the Agent Console App for Zendesk, your administrator must be an administrator in an active Business Unit with inContact. inContact Account Settings 1. Login to inContact (​http://login.incontact.com​) a. Click on “Manage”. b. Under the section “Account Settings” click “API Applications”. Click the “Create New” button. On the next screen, enter the following information (see the screenshot for an example): Application Type Register Internal Application Vendor Name (Whatever vendor name you wish to use. Such as your business name.) Application Name inContactzendeskConsole API Scope Authorized Callback URLs Real­Time API Admin API Agent API Custom API Authentication API Patron API Reporting API (leave blank) When you are done click “Create API Application”. Once created, you will see the following information. We will use this information in the Zendesk portion of the installation: Now it’s time to install the Agent Console App in Zendesk. 1. Log in to Zendesk. a. Click the gear icon in the bottom left corner of your screen. b. Under the “Apps” heading, click “Marketplace”. c. Use the search box to search for “inContact” d. Click the app that appears. e. Click the “Install App” button. Enter in your inContact account information, and then click Install. Title: inContact CTI Agent Console Token Service URI: https://api.incontact.com/InContactAuthori
zationServer/token Client Id: (Please check the screen below. It will be YourApplicationName@YourVendor ​) Client Secret: Please check the screen below: it will be a long string with many different characters The inContact portion of the installation is now complete. The inContact icon will now appear in the top right corner of your screen. Please proceed to the Zendesk portion of the installation. Initializing the Console Accessing the Console To access the Agent console, click on the inContact icon in the upper right corner of Zendesk, the Agent Console will open. The Agent Console will always be available to you using the inContact icon. You can hide and unhide the console simply by clicking the icon, allowing you to view it only when you need to. New Customer As a new customer you will need to enter: ● Your company name ● The administrator’s full name ● The administrator’s email ● The administrator’s phone number Click “Next” when you are finished. Choose a Password Here you will choose your administrator password. Once set, your login will be your email and the password you choose here. Click “Next” when you are finished. Credit Card Setup The last step to creating a new account with the inContact Agent Console Zendesk App is to enter your credit card information. This will be used for your monthly billing. Please review our privacy policy and the terms and conditions by clicking the links. When you are finished, click the “I Agree & Submit” button to submit your information to our secure servers. An email will be sent saying either: 1. Success! Your order has been approved. An email has been sent to you. Welcome to the inContact CTI for Zendesk powered by Frontline Services. Your agents are now able to download the application and login. If you should have any questions, please give us a call at 800­417­6542. 2. There seems to be a problem. Please check to make sure you have entered your numbers correctly or use a different card. If you need assistance, please call us at 800­417­6542 to speak to a representative. As soon as your submission is a success, you will be redirected to the Login Menu where you can access your account. Admin Setup & Options Login Menu This will be the first menu you see when you open the inContact Agent Console App. NOTE: If you see the Agent Login Screen instead of this, please click “Back to Home” to return to this menu. Agents will choose the “Agent Login” button to login to their agent console. Existing administrators will choose the “Existing Admin” button to make changes to their account. New customer administrators will click the “New Customer” button to set up their account for the first time. Login Using the information you set up previously, enter your email and password to login. Click “Login” when you are finished. Admin Menu This is the main menu for administrating your account. Here you can: ● Manage your account (change your billing information) ● Manage agents (add and remove agents) ● Adjust how the app interacts with zendesk (see installation for more details) ● Map data fields to match your company’s zendesk tickets ● Change your password. For security reasons, click “Logout” when you are finished. Manage Account Here you can change the credit card information used to bill your account. Click “Save Information” when you are finished, or “Back to Home” to cancel. Manage Agents To add one or more agents, click the “Add Agent” button. To remove an existing agent, click the “Delete” button next to their name or email. Click “Back To Home” when you are finished. Add an agent To add an agent enter their Full Name, as well as their inContact username. This will be the email they use with inContact. Click “Save” when you are done, or “Cancel” to return to the previous screen. Settings The Settings page allows you to configure your default Zendesk Agent Console behavior. You can adjust: ● The behavior for creating or opening tickets. (See ​Ticket Behavior​ section for more details) ● Enable the Auto Login feature ● The ticket subject ● The ticket comments ● The group ID ● Tags for calls ● Tags for chat ● The base URL for .WAV files (tied to Field Mapping) “Save Data in Custom Fields” will store call data in the Zendesk ticket fields you have set up in Field Mapping. “Save Data in Comment Field” will save your Field Mapping as an internal comment in your ticket. Ticket Behavior IMPORTANT: Please note how the settings will affect your workflow! This functionality may evolve over time as we gather feedback.
Search User by Phone: ● This will search the Zendesk database for an existing customer based on their Caller ID. If a customer is found, it will proceed depending on configured ticketing settings below. Create New User: ● NOTE: “Search User by Phone” must be checked to use this setting. ● If this setting is checked and no user is found, a new user will be created with the Caller ID saved as the phone number. The system will then proceed depending on configured ticketing settings below. If this setting is unchecked, you will see this message: Display Open Ticket: ● NOTE: “Search User by Phone” must be checked to use this setting ● This will search a found customer for open tickets. If one open ticket is found, it will be displayed to the agent. If multiple tickets are found, it will display the customer’s account page instead. This setting takes priority over the Create New Ticket setting. Create New Ticket: ● NOTE: “Search User by Phone” must be checked to use this setting ● If “Display Open Tickets” is unchecked, and this setting is, a new ticket will be created even if the existing customer has an open ticket. If the “Display Open Tickets” is checked, a new ticket will only be created if there are no open tickets found. Create New Ticket (OB) ● This setting is identical to “Create New Ticket” but only applies to manual outbound calls placed using the dialer. (Automated outbound calls are not supported at this time. This feature is planned for a future release.) To get the base URL for .WAV files
1. Login to inContact (​http://login.incontact.com​) a. Click on “Manage”. b. Under “Folders & Files” click on “Browse Files”. c. Click on the plus symbol next to the “Call Log” folder to expand it. i.
Repeat this step as needed. ii.
When the plus symbol is no longer there. Click on the last folder in the folder tree. iii.
You will now see a file in the search results d. It will be named something like 1015555575.wav e. Click on one of the WAV files. 2. Put a check into the box that says “Check to automatically create a web link for this file” a. Click “Save” b. There will now be a “Link” next to the WAV file. 3. Right click the Link icon next to the WAV file and choose “Copy Link Address” or similar depending on browser used. 4. You can now paste that URL into a text editor. a. It will look something like: https://home­c1.incontact.com/inContact/Manage/FileManager/FileDownload.aspx?FileSyste
m=UCN&busNo=1234567&Guid=12ab3c45­67d8­901e­5555­12fg23456hi7&fileName=CallL
og%5c1234560000%5c1015555575.wav 5. Delete Everything after the CallLog%5c a. The result should look like: https://home­c1.incontact.com/inContact/Manage/FileManager/FileDownload.aspx?FileSyste
m=UCN&busNo=1234567&Guid=12ab3c45­67d8­901e­5555­12fg23456hi7&fileName=CallL
og%5c 6. This is the base URL for WAV files. You can now copy and paste that URL into the settings box. NOTE: WMA files are not supported at this time. Please contact us if you would like to see this added as a feature. COMPLETE THE FOLLOWING SECTION TO ENSURE THE URLS WORK CORRECTLY Enabling Call Logs Automatically In order for the call recording URLs to work correctly, you will need to update your queue login in your IVRs to enable the weblink you just created in the previous section automatically. NOTE: If you are unfamiliar with Studio Scripting, please contact [email protected] or your inContact TSA for assistance in adding this functionality. 1. Begin by downloading the ZDAC Call Recording Weblink scripting:​ ​Call Recording Script 2. Open Studio for inContact. 3. Open the Queueing script(s) you wish to have the call recordings weblinked for. 4. Go to File>Import from File and open the ZDAC Call Recording Weblink XML file. 5. Follow the instructions provided in the notes of the ZDAC Call Recording Weblink script. 6. Save the queuing script(s) and you are ready to go! Identifying the Group ID 1. Inside of Zendesk, click the “Admin” button (gear icon in the bottom left) a. Under “Manage” click “People” b. Underneath the search box, click the “Groups” link c. Here you will see the Groups you have setup. i.
Determine which group you want to be the Default Group for new tickets. ii.
Right click on that group name, and choose “Copy Link Address” (or equivelant depending on your browser) iii.
Paste the link address into a notepad. You will see something similar to: https://subdomain.zendesk.com/groups/12345678 iv.
The number at the end is the Group ID 2. Open up Open up the Agent Console if it is minimized and navigate to the Settings Screen inside of the Admin Menu. 3. Put the Group ID into the textbox “Default Group ID”. Click “Save Settings” when you are finished, or “Back to Home” to return to the admin menu without saving any changes. Field Mapping Customizable Field Mapping is a powerful feature. It allows you to bridge the information from inContact and memorialize it any way you want in the Zendesk ticket. NOTE: Because much of the information is not available during a call, fields will not be populated until a contact has been completed. The following fields are available: ● Contact Id ● Dial Num ● Call From ● Skill No ● Skill Name ● Campaign No ● Campaign Name ● Agent No ● Agent Name ● Start Time ● Length of Call (includes pre­queue etc) ● Disp Code ● Disp Name ● Sec Disp Name ● Disp Comments ● Wav File Path Selecting IB (inbound call) or OB (outbound call) allows you to customize which data will be saved depending on the type of call. Selecting Cmt (comment) or entering the ticket field ID into the text box allows you to customize where the data will be saved. Field Mapping Examples What will happen: Skill Name will be saved on an inbound call and outbound call into a ticket field. Contact ID will be saved on an inbound call into a ticket field and a comment. Agent Name will be saved on an inbound call into a comment. Field Mapping to Ticket Fields To enable this feature, go to the settings menu for Admins. (​ Administrator Login​ ­>​ Settings​ ) Scroll to the bottom and check “Save Data in Ticket Fields”. This will allow you to save your call data in the assigned ticket fields. IMPORTANT: You will need to enable at least one checkbox next to each field map you want to use for ticket field mapping. Identify the Ticket Field IDs 1. Inside of Zendesk, click the “Admin” button (gear icon in the bottom left) a. Under “Manage” click “Ticket Fields” b. In the create or find a custom field. Click the “edit” link on the right. c. At the top you will find “Custom Field ID: 123456789” The string of numbers is what we will need. d. Copy that number. 2. Open up the Agent Console if it is minimized. And navigate to the field mapping Screen inside of the Admin settings. a. Find the custom field you want to link, and paste that Custom Field ID into textbox of the appropriate custom field. b. The two fields are now custom mapped! 3. Repeat this process until you have all of the fields you want mapped are complete. Field Mapping to an Internal Comment You can also use field Mapping to save to an Internal Comment. This is very useful for agents to quickly see call history for a customer. To enable this, go to the settings menu for Admins. ( ​Administrator Login​ ­>​ Settings​ ) Scroll to the bottom and check “Save Data in Comment Field”. This will allow you to save your call data as an internal comment. NOTE: You will need to check the checkbox next to each call data type you want to store. Work Item Field Mapping Work Item Field Mapping allows you to memorialize inContact data for Work Items directly into Zendesk ticket fields or internal comments. Please reference the ​Field Mapping​ section for more information on setting up and understanding field mapping. ● To save to a ticket field put a check into the TF (ticket field) checkbox and enter the appropriate ticket field ID. ● To save to an internal comment put a check into the Cmt (Comment) checkbox, you do not need the ticket field ID for this feature. Work Item Field Mapping Examples What will happen: Agent Name will be saved on an inbound call into an internal comment. Campaign Name will be saved into a ticket field. Skill Name will be saved into a ticket field and an internal comment. Change Password To change your administrator password: Simply enter your old password followed by your new password. Enter your new password again to make sure there are no errors. Click “Change Password” when you are finished, or “Back to Home” to return to the admin menu without saving any changes. Setup is now complete! You are now ready to have agents login and begin working! Agent Console Overview Accessing the Console To access the Agent console, click on the inContact icon in the upper right corner of Zendesk, the Agent Console will open. The Agent Console will always be available to you using the inContact icon. You can hide and unhide the console simply by clicking the icon, allowing you to view it only when you need to. The icon now displays whether you are logged in as an agent. It will show a green dot if you are logged in, and a red dot if you are not. Agent Login To log in to the Agent Console, enter your inContact username, password, as well as your station id or phone number. Click “Login” when you are finished, or “Back to Home” to return to the Login Menu. Main Screen Agent Console Icon Click this icon to hide and unhide the inContact Agent app. This is the Main Screen of the Agent Console. NOTE:​ If you do not click logout and instead leave or close the webpage you will NOT be logged out of inContact. Logout Icon Click this to end your log out of the agent console. This will not log you out of Zendesk. Agent Status This is where you can view and set your availability status. It also displays the amount of time you have been in your current status. If there is a second status displayed, it is the status you will be in after your current status ends. An example might be “Inbound Contact → Auto Wrap Up → Available”. Panel Content Section Content for your selected panel appears here. This section is ​dynamic and will change based on your current selection. Toolbar The toolbar is visible on all screens other than the Main Menu. You can use it to quickly navigate between the various panels. For more information about each Panel, please see the ​Toolbar​ section of this guide. Toolbar Queue Panel Icon This icon is to return to the call Queue. Phone Panel Icon To dial outbound numbers. Agents Panel Icon A list of the inContact agents you have permission to see. Skills Panel Icon A list of all the skills associated with your account. ​Address Book Panel Icon Address books that have been provided by your company through the inContact system. Contact History Panel Icon This shows recent contacts you have made within the system. At the bottom of most panels you will find the toolbar. The toolbar is a quick and easy way to navigate around the agent console. To see what each button does see the list to the right. Info Panel Icon Information about your account can be found here. ​
Automated Outbound Panel Icon Access automated outbound calling skills Active Work Items Displays the number of active work items you are working on. Click the icon to view the items. Active Calls Displays the number of active calls you are on. Click the icon to view the calls. Queue Panel In the Queue panel, you will see a list of skills you are assigned to that are waiting for an agent. You will see the type of contact it is (Phone, Chat, Email etc) the name of the skill, the number of calls and the longest someone has been waiting in each skill. This is the default panel. You will be returned to it when a call ends for example. Phone Panel In the Phone panel, you can place manual outbound calls. Use the dialpad to enter the phone number, or type the number in the box. Click the dial icon.
You will be prompted to select a skill. Select the appropriate skill for your call, and the call will be placed. Active Calls During active calls you will see a screen like this. When you no longer have any active calls, this screen will automatically disappear and move you to the appropriate screen. Such as the disposition screen or back to the call queue. Click the Mute button to Mute or unmute yourself. This is the icon to hang up the call. (You cannot hang up a call that is on hold. You must resume it before you can hang up the call.) This is the icon to place the call on hold. This is the icon to resume a call that is on hold. This is the icon to record a call. While a call is being recorded, the Mask icon will be visible. It is used to mask or unmask a call. This allows you to temporarily mute the call recording as required by law or your company. If two calls are active, you can transfer them using the transfer icon. If more than one call is active, you can conference them using the conference icon. When you use the Marquee feature by inContact in your IVR scripts, it will display the message immediately above the console as shown. You can close it early by press the [x] in the corner. The Ticket # box allows you to change the ticket ID of where the current call will be saved. For example, if a caller is calling about an open ticket, number 412, you might want to change this box to 412 instead of 415 so that the call is saved with the open ticket instead of creating a new ticket. Transferring or Conferencing a Call In order to transfer a call you must first place your call on hold. 1. Go to the Active Call screen 2. Place the call on hold You now need to connect to a 2nd contact. The most common ways are an agent to agent transfer or a manual outbound call. To call another agent: 1. click on the “Agents” icon on the toolbar.
2. Click on an agent who is logged in. Click on “Consult” or “Initiate Transfer” To make a manual outbound call: 1. Click on the phone panel 2. Enter in the phone number you wish to dial and click the dial icon.
3. It will prompt you to select the appropriate skill. Once your 2nd call is ​dialing you can initiate a blind transfer at any time. Once your 2nd call is ​connected you can speak to the 2nd party to prep them for the transfer. When you are ready to transfer the call, click the transfer icon. Alternatively you can conference the two calls together with yourself using the conference icon. To leave the conference you can click the transfer icon . This will remove yourself from the conference allowing the two conferenced parties to continue the conversation. Agents Panel In the Agents panel, you can view a list of active agents and their current status as well as how long they’ve been in that status. Use the search box to find a specific agent. Use the Team dropdown list to select only agents in the selected Team. You can use this panel to warm and cold transfer calls to another agent. See ​Transferring or Conferencing a Call​. Skills Panel In the Skills panel, you can see the skills that are assigned to your account. Use the search box to find a specific skill. You can use this panel to transfer a call to a skill rather than a specific agent. Address Book Panel The Address Book is built through inContact Central, and can be viewed here if the user has been assigned permission. If there are multiple address books available to you, you can select them with the dropdown menu. You can search for a contact using the search box. You can click on any result to automatically dial the number. Contact History Panel The Contact History panel will show you a list of recent contacts you have made. You can sort by date or search using any of the call metrics displayed. Agent Info Panel The Agent Info Panel allows you to see detailed information about the logged in agent. NOTE: This information is from inContact not Zendesk. The following information is available: ● Agent ID ● Agent Name ● Station ID or Phone Number ● Caller ID (the number that will appear on outbound calls) ● Session ID ● Skills assigned to you Automated Outbound Panel If you are assigned an automated outbound dialing skill, you can access it here. Simply select the skill and click “Login”. You will be put into available state and begin dialing calls. To stop dialing calls, you must logout of the skill on this screen. NOTE: You will continue to make calls until you logout of the skill, even if you put yourself in an unavailable status. Dispositions If your skills have dispositions assigned to them, at the end of the contact you will be brought to the disposition screen. Simply select a disposition from the drop­down menu, add your notes in the text box if applicable, and click “Save Call Notes”. You will then be automatically returned to your next available state. In our example screenshot the agent will be returned to available status ready to take their next call. Email in Queue When an email arrives, the agent will see a screen like the above. They can review the email messages’ headers and body, as well as choose from common tasks. Reply Sends a reply to the original sender’s email address. Reply All Sends a reply to all email addresses CC’ed on the original email. Forward Forward the email to a new email address. Transfer Transfers the email to another email skill. Discard Deletes the email without sending a reply. Email Editor Send Sends a reply to the email addresses in the TO: CC: and BCC: fields. The “Get Ticket ID” button allows you to grab the ticket ID of the currently displayed ticket. Pressing it will automatically populate the T# box with the Zendesk ticket you are currently viewing. NOTE: You can also manually enter a ticket ID. Discard Discards the current email you are editing. NOTE: This does not delete the original email. You will be returned to the original contact point where you can choose a new option. The email icon can be used to toggle the email editor window. This allows you to continue to use Zendesk and return to the email editor as needed. Once you click “Send” the email will be saved as an internal comment on the Zendesk ticket. Data such as the contact ID will also be saved to ticket fields. Chat in Queue When a new chat is in queue, this is what an agent will see. Clicking “Accept” will begin the Chat interaction. If the agent clicks “Reject” or does not click accept in the allotted time, the Chat will return to queue for the next agent, and the agent’s state will change to “Refused”. Chat in Progress This is a chat currently in progress. At the top you can see the duration of the chat. There are three buttons in the chat screen. ● “New” will alert you if there is a new chat in queue. ● “Transfer” will allow you to transfer a chat to another agent or skill. ● “End Chat” will close the chat and disconnect the end­user. At the top of the main window of each chat tab you can see the name of the skill the chat originated from. In the main window you can view both the client and end­users chat log. Timestamps allow you to see how long it has been since a message has been sent. This is useful if you have multiple chats at a time. You do not want a user to wait for excessive periods of time between interactions. When you are ready to send your message simply click the “Send” button. If you navigate away from the chat screen, click the chat icon next to your agent status to get back to it at any time. Chat dispositions are handled slightly different than phone contacts. When a chat ends you will see the hyperlink at the bottom of the relevant chat. Simply click the link and you will see the normal ​disposition​ screen. Multiple Chats Inside of the Chat Panel, if you are on an active chat, you will see a greyed out “New” button. When a new chat comes in the “New” button will become active. Clicking on it will accept the additional chat contact. Below you will see your chat tabs. Each tab is a separate chat instance. You can switch between them by clicking on the tabs. The number on each tab is the amount of time the chat has been active. To end a chat, make sure you have you are on the correct chat, and simply press the “End Chat” button. This will close the selected chat instance, allowing you to enter the disposition if one is assigned to that chat skill. Work Item in Queue Work Items allow agents to handle tasks from third party applications. This is an example of an alert to tell the agent that a task is waiting for their engagement. If the agent clicks “Accept”, the work item will execute and inContact will show the agent is currently working on that task. Depending on the work item type and configuration, a new screen may open with the appropriate webpage for the agent to complete the task. If the agent clicks “Reject” or does nothing, the Work Item will return to queue for the next agent and the agent’s state will change to “Refused”. Work Item in Progress After the agent accepts the incoming work item they will see a screen similar to this: The Work Item will remain active until the agent finishes the task and clicks “End”. Clicking “Hold” will place the work item on hold, allowing the agent to make outbound contacts to assist in the completion of the Work Item. The agent can also click “Transfer” to transfer the task to another skill or agent. Support With your Zendesk Agent Console, we are proud to give 24/7 person to person support to keep your business running. TIP: Please verify you can login to inContact’s Thin Agent. You can do this at ​http://login.incontact.com/ Click “Launch Agent” after you have successfully logged in. If this fails, the issue is likely with inContact itself. You may need to contact their support staff directly. Our Frontline Services Help Desk is also available 24 hours a day. You can email us at ​[email protected]​ or you can call ​1­800­417­6542 We will ask for the following information. If you can collect it before contacting, please do! If you are not able to find it all, we are happy to help you gather the information. ● Contact Name and Phone Number/Email Address ● inContact Business Unit ● Zendesk URL ● Details of the issue Privacy Policy Protecting your private information is our priority. This Statement of Privacy applies to the www.frontlineservicesinc.com and Frontline Services, LLC and governs data collection and usage. For the purposes of this Privacy Policy, unless otherwise noted, all references to Frontline Services, LLC include www.frontlineservicesinc.com and Frontline Services. The Frontline Services website is a Professional Services site. By using the Frontline Services website, you consent to the data practices described in this statement. Collection of your Personal Information Frontline Services may collect personally identifiable information, such as your name. If you purchase Frontline Services's products and services, we collect billing and credit card information. This information is used to complete the purchase transaction. We may gather additional personal or non­personal information in the future. Information about your computer hardware and software may be automatically collected by Frontline Services. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the Frontline Services website. Frontline Services encourages you to review the privacy statements of websites you choose to link to from Frontline Services so that you can understand how those websites collect, use and share your information. Frontline Services is not responsible for the privacy statements or other content on websites outside of the Frontline Services website. Use of your Personal Information Frontline Services collects and uses your personal information to operate its website(s) and deliver the services you have requested. Frontline Services may also use your personally identifiable information to inform you of other products or services available from Frontline Services and its affiliates. Frontline Services may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered. Frontline Services does not sell, rent or lease its customer lists to third parties. Frontline Services may share data with trusted partners to help perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to Frontline Services, and they are required to maintain the confidentiality of your information. Frontline Services will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Frontline Services or the site; (b) protect and defend the rights or property of Frontline Services; and, (c) act under exigent circumstances to protect the personal safety of users of Frontline Services, or the public. Security of your Personal Information Frontline Services secures your personal information from unauthorized access, use or disclosure. When personal information (such as a credit card number) is transmitted to other websites, it is protected through the use of encryption, such as the Secure Sockets Layer (SSL) protocol. Children Under Thirteen Frontline Services does not knowingly collect personally identifiable information from children under the age of thirteen. If you are under the age of thirteen, you must ask your parent or guardian for permission to use this website. Opt­Out & Unsubscribe We respect your privacy and give you an opportunity to opt­out of receiving announcements of certain information. Users may opt­out of receiving any or all communications from Frontline Services by contacting us here: ● Email: ​[email protected] ● Phone: 800­417­6542 Changes to this Statement Frontline Services will occasionally update this Statement of Privacy to reflect company and customer feedback. Frontline Services encourages you to periodically review this Statement to be informed of how Frontline Services is protecting your information. Contact Information Frontline Services welcomes your questions or comments regarding this Statement of Privacy. If you believe that Frontline Services has not adhered to this Statement, please contact Frontline Services at: Frontline Services, LLC 9 Hope Lane Eastsound, WA 98245 Email: ​[email protected] Phone: 800­379­8060 Effective as of July 27, 2014 End User License Agreement IMPORTANT INFORMATION – PLEASE READ CAREFULLY The herein contained License Agreement ("License" or "EULA") shall be considered a legally binding agreement between You (as an individual or an entity, who then shall, within the constraints of this agreement, be referred to as "You" or "Your") and Frontline Services, LLC for the use of the specified software application of InContact Agent Console For Zendesk, which may include related printed material, media and any other components and/or software modules, including but not limited to required drivers ("Product"). Other aspects of the Product may also include, but are not limited to, software updates and any upgrades necessary that Frontline Services, LLC may supply to You or make available to You, or that You could obtain after the initial copy of the Product, and as such that said items are not accompanied by a separate license agreement or terms of use. BY WAY OF THE INSTALLATION, COPYING, DOWNLOADING, ACCESSING OR OTHERWISE USE OF THIS PRODUCT, YOU ARE AGREEING TO BE LEGALLY BOUND BY THE HEREIN CONTAINED TERMS OF THIS LICENSE AGREEMENT. IF YOU DO NOT AGREE TO BE BOUND BY THE TERMS OF THIS EULA, YOU THEN HAVE NO RIGHTS TO THE PRODUCT AND SHOULD THEREFORE NOT INSTALL, COPY, DOWNLOAD, ACCESS, OR USE THE PRODUCT. This Product is hereby protected by copyright laws, as well as any other intellectual property laws. This Product is licensed and not sold. This Agreement does not in any way constitute a partnership, joint venture or other similar relationship. ADDITIONAL DEFINITIONS a) User means an individual person licensed to access the Software. b) Active User means a User that has been registered with the Software and has logged in at any time for any duration during the billing period LICENSE GRANT Frontline Services, LLC shall grant to you a non­exclusive license for the use and installation of the Product subject to all the terms and conditions set forth herein. Furthermore, this EULA shall also govern any and all software upgrades provided by Frontline Services, LLC that would replace, over write and/or supplement the original installed version of the Product, unless those other upgrades are covered under a separate license, at which those terms of that license will govern. LICENSE TERM This License is effective when the Software has been installed by Licensee. The license granted to the Software remains in force until Licensee stops using the Software or until Licensor terminates this License because of Licensee's failure to comply with any of its terms and conditions. BILLING AND PAYMENTS Licensee agrees to pay the fees set forth in this agreement at each interval on the billing date determined at the time of installation. Licensor reserves the right to temporarily or permanently terminate access to the Software upon failure of payment. Licensor is not responsible for any damages that may occur due to non­payment, (see ​LIMITATION OF LIABILITY AND REMEDIES for additional limitations). Billing shall be temporarily suspended upon Software defect as determined solely by Licensor until defect is resolved. Licensor reserves the right to issue a refund for the defective period if a temporary suspension is unable to be established. Fees shall be calculated and collected using the following criteria: ● $15 per active user per month. ● An active user shall be defined as ○ Their email or username has been registered with the Software ○ Has logged in at any time for any duration during the billing period ● The active number of users shall be based on the highest number of active users during the previous month or current month if the previous month did not meet the preceding criteria. ● Each User must use their own unique email or username activated with the Software without exception. TERMINATION Should Licensee breach this EULA at any time, including but not limited to Licensee becomes bankrupt or insolvent or if Licensee fails to pay the agreed upon fees, your right to the use of the Product will immediately terminate and shall terminate without any notice being given. However, all provisions of this EULA, with the exception of the License Grant, will remain in effect and thus shall survive termination. Upon termination of the License Grant, You ​MUST​ destroy any and all copies of the Product. COPYRIGHT The aforementioned Product is protected by copyright and other intellectual property laws and treaties, and as such all rights, title, and interest in and to the content offered, including but not limited to, any photographs, images, video animation, text, and music, that may be incorporated as part of the offered content. Such offered content is protected by copyright laws and international treaty provisions. Therefore, offered content must be treated as any other copyrighted material, with the exception that it is allowable for you to make copies as provided by the License. However, printed material, which may accompany any offered content, may not be copied. RESTRICTIONS ON USE As a Licensee, You may not: (a) Make use of the offered content for more than one user, without prior purchase of additional licenses; (b) You may not share, distribute, lend, lease, sublicense or otherwise make available, in any manner whatsoever, to any third party the offered content; (c) Modify, adapt, create derivative works from or translate any part of the offered content other than what may be used within Your work in accordance with this License; (d) Reverse engineer, decompile or disassemble the offered content, nor attempt to locate or obtain its source code; (e) Attempt to alter or remove any trademark, copyright or other proprietary notice contained within the offered content; or (f) Make use of any offered content in any manner not stipulated within this EULA or the documentation accompanying the offered content. UPDATES AND SUPPORT Frontline Services, LLC reserves the right to update the Software at any time without notice in accordance with the herein contained terms and conditions of this EULA. Frontline Services, LLC will attempt to give advanced notice of updates, but does not make a guarantee of any kind in regards to said attempts. Should you elect to install or make use of these updates, you are therefore agreeing to be subject to all applicable license, terms, and conditions of this EULA and/or any other agreement. Frontline Services, LLC reserves the right to log in to the Software for the sole purpose of diagnosis and/or resolution of a support request initiated by You. ASSIGNMENT The rights conferred by this License shall not be assignable by the Licensee without Licensor's prior written consent. Licensor may impose a reasonable license fee on any such assignment. DISCLAIMER OF WARRANTY With regard and with relationship to the maximum extent permitted by applicable law, Frontline Services, LLC, and, if applicable, related suppliers, shall provide the Product and any support services, if needed, related to the Product, and hereunto disclaim all warranties and conditions, either express, implied or statutory, which may include, but are not limited to, any implied warranties or conditions of merchantability, of suitability for a specified purpose, that it contains absolute accuracy or completeness of responses, of results, and of any lack of negligence or lack of workmanlike effort, all with respect to the Product, and the provision of or failure to provide Support Services. FURTHERMORE, THERE IS NO WARRANTY OR CONDITION OF TITLE, QUIET ENJOYMENT, QUIET POSSESSION, OR NON­INFRINGEMENT WITH REGARDS TO THE HEREIN CONTAINED PRODUCT. THE ENTIRE RISK AS TO THE QUALITY OF OR PERFORMANCE OF THE PRODUCT AND SUPPORT SERVICES, IF ANY, REST WITH YOU. LIMITATION OF LIABILITY AND REMEDIES Licensor shall not be liable for any fees or damages that you may or may not incur for any reason, which may include, but are not limited to, any and all direct or general damages, Frontline Services, LLC and/or any of the aforementioned suppliers covered under the herein contained provisions of this EULA, along with Your exclusive remedy with regards to all of the foregoing. Therefore, the aforementioned limitations, exclusions and any disclaimers shall apply to the maximum extent allowable by law, even should any proposed remedy fail its essential purpose. Licensor's entire liability and Licensor's sole and exclusive remedy for breach of the foregoing warranty shall be Licensor's option to either: ● Return to Licensee the license fee for the period in which the Software did not perform according to this warranty as determined solely by Licensor, or ● Repair the defects or replace the Software. CONFIDENTIALITY Licensee will treat the Software as a trade secret and proprietary know­how belonging to Licensor that is being made available to Licensee in confidence. Licensee agrees to treat the Software with at least the same care as it treats its own confidential or proprietary information. PRIVACY REGULATIONS Licensee shall be solely responsible for compliance with any and all privacy regulations that may apply to use with the Software. EXPORT CONTROLS By clicking on the install button, you hereby agree that you will comply with any and all applicable export laws, restrictions and all regulations of the U.S. Department of Commerce, U.S. Department of Treasury, and any other U.S. or foreign agency or authority with regards to this provision of the EULA. You expressly agree not to export or re­export, nor allow the export or re­export of the offered content in violation of any such law, restriction or regulation, including without limitation, export or re­export to any country subject to any and all applicable U.S. trade embargoes or to any prohibited destination, in any group specified in the current "​Supplement No. 1 to Part 740 or the Commerce Control List specified in the then current Supplement No. 1 to Part 738 of the U.S. Export Administration Regulations (or any successor supplement or regulations)." U.S. GOVERNMENT END USERS The offered content is licensed by the U.S. Government with RESTRICTED RIGHTS. The use, duplication of, or the disclosure by the U.S. Government, shall be subject to restrictions in accordance with DFARS 252.227­7013 of the Technical Data and Computer Software clause, and 48 DCR 52.227­19 of the Commercial Computer Software clause, as applicable. MISCELLANEOUS This EULA, in its entirety, shall be legally binding upon and inure to the benefit of Frontline Services, LLC and you, our respective successors and permitted assigns. Should any of this provision be deemed invalid or unenforceable, such determination will not affect the validity or enforceability of any other provision contained herein. If there is any waiver of any breach or failure to enforce any of the provisions contained herein, it shall not be deemed as a future waiver of said terms or a waiver of any other provision of this EULA. Any waiver, supplementation, modification or amendment to any provision of this EULA, shall only be effective when done so in writing and signed by Frontline Services, LLC and you. This EULA shall be governed solely by the laws of the State of Washington and of the United States. Should any action arise out of or in relation to this EULA, such action may be brought exclusively in the appropriate federal or state court in San Juan County, Washington, and as such, you and Frontline Services, LLC irrevocably consent to the jurisdiction of said court and venue for San Juan County, Washington. ATTORNEY FEES If any legal action is necessary to enforce this License, the prevailing party shall be entitled to reasonable attorney fees, costs and expenses in addition to any other relief to which it may be entitled. CONTACT INFORMATION Frontline Services, LLC 9 Hope Lane Eastsound, Washington 98245 1­800­379­8060 [email protected]