Omnichannel

• Ring Strategies
• Webchat
• Email
• SMS / WAB

Ring Strategies

Webchat

Campaign Settings

Here Webchat campaigns will be created.

The configuration screen looks like the following:

Email

Email Management

To manage the configuration of the email campaigns in uContact, it is necessary to have a user with administrator permissions in the system.

Basic email settings

Here you can create email campaigns.

Campaign data

• Name
  Name of the email campaign.

• Service level
  It is the time in which the interactions that arrive at the campaign must be answered, if the waiting time is greater than that stipulated in the field, the level of service drops.

• Strategy
  It is the behavior that the campaign will have. For more information on the different strategies.

• Schedules
  Schedule in which the campaign will be available, that is, with available agents to handle interactions. To add a schedule configuration is with the '+' button or remove a selected one from the list with the '-' button.

• From name
  It is the name with which the email account assigned to the campaign is displayed when it reaches the recipient.

Email Data

• Account
  It is the mail by which emails will be received.

• Password
  The password assigned to the account. If it is written incorrectly, it will not be possible to create the new campaign, the user will be warned in case this happens.

• Outbound SMTP
  Protocol for simple transfer of assigned mail. This is mandatory to send emails.

• Inbound IMAP
  Internet message access protocol assigned. This is mandatory only if Receive Emails is active.

• Port
  Port number assigned for each protocol.

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Parameters

Maximum interactions per agent
The number of interactions of this campaign that the agent can have at the same time. It is only required for the nocall strategy.

Enabled
If it is checked, the campaign can be used.

Receive Emails
If enabled, emails sent to the configured email address will be queued as an interaction to the portal. In addition, the IMAP and POP fields will be mandatory. If this checkbox is empty, the campaign will not require incoming ports and will not receive emails either, but it will be able to send.

Signature
Within the Templates section, a signature template can be created and assigned here. When an agent answers/composes an email via this campaign, the assigned signature will be loaded automatically.

Enable qualification
When this check is active, it enables two more fields that are used to configure the qualification of outgoing emails.

SMS / WAB

SMS/Whatsapp Providers

For more information on the creation of SMS or Whatsapp providers, go to the corresponding pages: SMS Whatsapp APIs

SMS/Whatsapp Campaigns

After creating the provider, we can start creating SMS/Whatsapp campaigns.

 

Basic settings

• Name
  Name to identify the SMS/Whatsapp campaign.

• Service level
  The service level is the percentage of interactions that were attended/abandoned by the agent before/after a stipulated time limit.

• DID-Ports
  In this field, you must enter a code (telephone number, alphanumeric, id, etc.) associated with the campaign for identification purposes. Generally, this information is provided by the provider and may vary.

• SMS provider
  Clicking on the combo displays a list of all the SMS/Whatsapp providers that are registered in the system.

• Strategy
  It is the behavior that the campaign will have. To learn more about the different strategies go to Strategies - Omnichannel.

• Schedule
  The hours in which the SMS campaign will be available, that is, with agents available to answer customer SMS. To add a schedule configuration you must add with the '+' button and a new window will appear or remove a selected one from the list with the '-' button.

Advanced settings

These parameters already have a default value for the correct operation of the campaign.

To know more go to Important Concepts - Omnichannel.

Out of time
This will be the message that will be sent to the client if he sends a message while the campaign is out of hours.

Thresholds
These are metrics to carry out the statistics of the campaigns in real-time, they are measured in time (seconds).

• Service level
  It is the expected time limit for the response of the chats by an agent.

• Churn rate
  It is the elapsed time of chats to consider that they were abandoned by customers during the day.

• Chat time
  Time elapsed to consider that the chat between agent and client reached the limit.

• ACD
  The maximum number of customers waiting to be answered by a chat agent.

Maximum interactions by agent
Limits the number of active interactions an agent can have. The remaining interactions are queued. It is only used for nocall strategies.

Automatic termination due to inactivity (minutes):

This setting allows you to configure the inactivity timeout (in minutes) after which an interaction will be automatically terminated. The timer starts only when an agent has the interaction assigned.
If the interaction is in a queue (for example, in a campaign) or is being transferred, the timeout does not run. Once the interaction is attended again, the inactivity timer resets to zero.
The same applies to incoming interactions: the inactivity timer begins only when an agent starts handling the interaction, not when it enters the queue.
If the configured value is 0, automatic termination is disabled, meaning interactions will not be automatically closed due to inactivity.

Campaigns to Transfer: At this point, one or more campaigns can be selected; these will be the only ones to which generated interactions can be transferred. If none are specifically selected, transfers will be allowed to all campaigns. Additionally, dialers can also be selected. Selecting a dialer as a “campaign to transfer” does not enable transferring interactions to the dialersthemselves. However, when both settings — “Historic interactions from all campaigns” and “Show only campaigns available for transfer” — are enabled, the active interaction history will also load messages sent by the dialers selected as “campaigns for transfer” when loading previous messages.

Enabled
The system can have a campaign registered that is not running without having to delete it completely, in this way the supervisor will not lose relevant data. If it is checked, the campaign can be used.

Pre-setted responses
The campaign may have pre-written responses, which makes it easier and faster for the agent to interact with the customer.