User's Manual
Trio Agent Client
Trio Enterprise 3.1
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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]
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
User's Manual Trio Agent Client
Contents • i
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
ii • Contents
User's Manual Trio Agent Client
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
User's Manual Trio Agent Client
Contents • iii
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
iv • Contents
85
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Information about Trio Agent • 1
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
2 • Information about Trio Agent
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Connecting • 3
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.
4 • Connecting
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Connecting • 5
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
6 • The Main Window
User's Manual Trio Agent Client
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
Working state
list
Personal queue
Set absence
reason
Answer
Click here to...
Or press...
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
… change state for your personal queue. The icon has a
red light when the queue is closed and a green when it
is open.
... 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.
… 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)
... finish the case.
Num (This works in all
Trio Agent
windows)
Hang up
Adress
book/Trio
Enterprise
Attendant
… open the address book/Trio Enterprise Attendant It F5
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.
... receive call 1; usually a customer call.
F6
... receive call 2; usually a call from another colleague.
F7
... transfer your current call to another colleague.
F8
… 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
… 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
Call 1
Call 2
Transfer the call
Private parking
System parking
User's Manual Trio Agent Client
The Main Window • 7
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
Queue for
service
… 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.
... put a case in the queue to a service other than the
one you are currently serving.
F11
... create a task for a service.
New task
Opening a
message
... open an e-mail or a fax message or listen to a
voicemail.
... send information on the case to another agent.
F12
Push
information
Case closed
... let the system know that you have finished a fax or
an e-mail case, or interrupted the post-processing.
... receive the next case immediately. The post
processing time and the preparation time will be
Connect the next cancelled.
case
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.
8 • The Main Window
User's Manual Trio Agent Client
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
User's Manual Trio Agent Client
The Main Window • 9
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 voiceresponse 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.
10 • The Main Window
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
The Main Window • 11
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:
12 • The Main Window
User's Manual Trio Agent Client
2. Ready! You may now use buttons and functions in the Desktop toolbar.
User's Manual Trio Agent Client
The Main Window • 13
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.
14 • Working State
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Working State • 15
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
1.
Alternative 1
Click
Alternative 2
Click the arrow next to the
absence icon. A menu appears.
. The Absence dialog box opens.
Absence reason
16 • Working State
2.
Without Trio Present Specify reason and possibly
Select alternative in the menu.
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.
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
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.
User's Manual Trio Agent Client
Case Management • 17
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 doubleclicking on it. You may also use the answer button
would have received if you had been in ready mode.
or Num + to pick the case you
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:
18 • Case Management
User's Manual Trio Agent Client
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
loudspeaker icon appears.
2. Click on the loudspeaker symbol
played immediately.
. An e-mail message with a
and a media player opens and the message is
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
User's Manual Trio Agent Client
Case Management • 19
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.
See also “Parking Offering (for Fax, E-mail, Voicemail and Tasks)” on page 20.
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
screen.
(the appendix of the message). The fax message will be displayed on the
3. Close the fax message and click Finished when you have completed the case.
See also “Parking Offering (for Fax, E-mail, Voicemail and Tasks)” on page 20.
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:
20 • Case Management
User's Manual Trio Agent Client
•
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.
User's Manual Trio Agent Client
Case Management • 21
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Case Management • 23
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.
See also “Parking Offering (for Fax, E-mail, Voicemail and Tasks)” on page 20.
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
24 • Case Management
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Case Management • 25
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
. All icons are deselected and the Job
customer call to the other party. Click
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.
26 • Case Management
User's Manual Trio Agent Client
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:
or press F10. The call is parked and a message box is displayed. It contains
1. Click
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 the arrow next to the icon. A
list of the services that have been
defined in the Administrator
Program appears.
or press F11. A new dialog box will
Click
appear on the screen.
User's Manual Trio Agent Client
Case Management • 27
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.
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.
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.
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.
in the main window or press F12. Your colleague sees the same Job
2. Click
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:
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User's Manual Trio Agent Client
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:
User's Manual Trio Agent Client
Case Management • 29
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.
30 • Case Management
User's Manual Trio Agent Client
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.)
User's Manual Trio Agent Client
Address book • 31
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.
32 • Address book
User's Manual Trio Agent Client
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.
CTRL + F
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.
… receive a case.
NUM ′+′
(This works in all Trio
Agent windows)
... finish the case.
Minus (-)
(This works in all Trio
Agent windows)
… 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 the case to selected person in the list.
SHIFT + ENTER
Queue to person or
number
CTRL + SHIFT +
ENTER
Queue to mobile
phone number
... activate Call 1.
F6
... activate Call 2.
F7
... transfer your current call to another agent.
F8
… 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
Answer
Hang up
Dial
Queue to person
Call 1
Call 2
Transfer the call
Private parking
System parking
User's Manual Trio Agent Client
… park a call to person who has not got a phone F10
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
Address book • 33
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.
... put the case in queue for another service.
F11
Queue for service
To voicemail
Push information
Send Message
... connect the call to the selected person’s
voicemail.
... send case information in the Job Information
box in the main window to another agent.
F12
… 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 email 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)
... creates a new task for the selected agent.
CTRL + T (opens a
standard task)
New 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.
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User's Manual Trio Agent Client
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
User's Manual Trio Agent Client
Address book • 35
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).
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Address book • 37
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Address book • 39
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
40 • Address book
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Address book • 41
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
42 • Address book
Gone for the day
On leave
Out on business
Out of office
Meeting
Sick leave
Business trip
Redirected
Redirected to mobile phone
User's Manual Trio Agent Client
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 (anumber). 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
User's Manual Trio Agent Client
Address book • 43
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.
44 • Address book
User's Manual Trio Agent Client
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
User's Manual Trio Agent Client
Address book • 45
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.
46 • Address book
User's Manual Trio Agent Client
-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.
User's Manual Trio Agent Client
Address book • 47
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.
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User's Manual Trio Agent Client
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
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.
User's Manual Trio Agent Client
Queue to other person
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.
Address book • 49
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.
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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:
User's Manual Trio Agent Client
Insert • 51
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:
1. Open the Tag menu in the main window when you have an active case.
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:
1. Open the Tag menu in the main window when you have an active case.
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:
•
52 • Insert
The same agent as at the previous contact can be assigned the case.
User's Manual Trio Agent Client
•
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.
User's Manual Trio Agent Client
Insert • 53
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.
54 • Services
User's Manual Trio Agent Client
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:
1. In the main window, open the View menu.
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.
User's Manual Trio Agent Client
Services • 55
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.
56 • Services
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.
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Services • 57
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:
58 • Services
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.
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Services • 59
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Agent • 61
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Agent • 63
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.
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User's Manual Trio Agent Client
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).
User's Manual Trio Agent Client
Agent • 65
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
66 • Case Log
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
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.
User's Manual Trio Agent Client
Case Log • 67
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:
1. Right-click a case in the case log. A short menu is displayed.
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:
1. Right-click a case in the case log. A short menu is displayed.
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:
1.
68 • Case Log
Right-click a case in the case log. A short menu is displayed.
User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Case Log • 69
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:
1. In the main window, open the View menu.
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.
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User's Manual Trio Agent Client
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 Xaxis 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.
User's Manual Trio Agent Client
Statistics • 71
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Settings • 73
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:
•
74 • Settings
highlights
User's Manual Trio Agent Client
•
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:
1. On the File menu, choose Settings.
2. Choose the Highlights tab.
User's Manual Trio Agent Client
Settings • 75
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:
1. On the File menu, choose Settings.
2. Choose the Highlights tab.
3. Choose a highlight in the list and click Remove.
Changing a Highlight
To change a highlight, do the following:
1. On the File menu, choose Settings.
2. Choose the Highlights tab.
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Settings • 77
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
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.
Settings • 79
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.
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User's Manual Trio Agent Client
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.
User's Manual Trio Agent Client
Settings • 81
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:
82 • Receiving Calls without a Computer
User's Manual Trio Agent Client
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
Receiving Calls without a Computer • 83
D
Index
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
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
G
B
Icons 26
Idle 18, 62
Information Explorer 32, 39
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
User's Manual Trio Agent Client
Group 30
Guest 4
H
Highlight 77
Highlights 75, 76
Highligting 74
I
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
Index • 85
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
U
User ID 3
V
Visitors 24
Voicemail 8
Voicemail message 19
W
Waiting call for specific agent 9
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
86 • Index
User's Manual Trio Agent Client