Introducing TouchPoint
TouchPoint is our fresh, modern interface for contact center agents and supervisors. TouchPoint reinvents the user experience and has been designed to take up as little of your screen as possible, so you have more space to work with other applications you use to do your job. TouchPoint gives you just the info you need, as you need it.
The Stats Window
The Call Bar
All panels are movable and can be docked in convenient locations on your screen. The TouchPoint windows can also be sized to display more information (drag and drop the sides of the window.)
How to Answer a Phone Call
If you forget everything else that you learn from this guide, try to remember this one tip:
If you get a call and don’t know how to answer it, you can always just pick up your phone!
Logging In to Take Queue Calls
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Click on the TouchPoint icon on the Call bar, then click Log in to Queues
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Click again to log out from taking Queue calls
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Click the same location to Exit TouchPoint and close the window
Worktime, Breaks, and Presence
Worktime
Worktime lets you stop taking queue calls while you work on other things. You'll normally use Worktime for things like sending a fax message, helping the new guy, or restarting your computer if it's had a meltdown.
Quick Reference Card
After-Call Worktime
You can be automatically placed on Worktime after completing a queue call, giving you time to complete any call-related tasks before a new call is delivered to you. This is set by the system administrator.
Break
Put yourself on a Break when you are temporarily unable to take queue calls due to a non-work related reason (e.g., lunch, morning/afternoon break, bathroom break, etc.)
Pending Break
If you put yourself on a break while you are on a queue call, the coffee cup that displays will display in gray. This means you are on a pending break and the break countdown timer won’t start until you hang up that queue call. Supervisors who view you while on a pending break will see that you are in pending status.
Once you hang up the queue call your true break time will start.
My Presence
Set your Presence Profile and Estimated Time of Return. This is so others in your company can know where you are at and when you are due back at any given time. These settings don’t affect your Break or Worktime status.
If you set your presence to Out of Office or In a Meeting, other users who view your contact card will see a red line next to the card indicating that you aren’t available and they will also see what you are doing and when you are due back.
Note: These settings are not available to Skype for Business users as these same settings are controlled by the Skype for Business client.
Working with a Call
The Touchpoint Call bar fits conveniently on your Taskbar and serves multiple functions:
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Answer calls
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Park
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Park for - the call is parked for a specific person
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Hold calls
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Transfer calls (click Find)
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Wrap up calls
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Add Notes to the Scratch Pad
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Record Calls (if QMS is installed)
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Add Notes to the Scratch Pad
Note: Clicking the ‘flower’ displays the Agent Menu
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Login/out of queues
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Go on/off a break
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Go on/off worktime
If you are on more than one call, the Touchpoint Call bar will stack the calls on top of each other so you can easily swap between them.
Requesting Help During a Call
You can signal a supervisor that you need help by clicking the button shown below from the Agent State Panel or from the call bar. Supervisors will see a pop-up notification on their screen telling them that they need to come help you in some way.
Taking Notes During a Call
When you take a phone call the Call Info Tab automatically displays. On the right of this tab is a section called the Scratch Pad that you can use to take notes about that call. This
information does not save in any way, but you can use it to copy and paste into other locations (as you can with the rest of the call information that displays on this tab.)
Transferring a Call
If you wish to send your call to a different queue or agent to be handled, you can Transfer the call. Select Transfer from the blue dropdown menu. Then begin to enter the name of the queue or agent to send the call to. Matching names will automatically be displayed, and you can select the queue or agent. At this point you can also enter Notes to transfer with the call before Transferring.
Recording a Call
If you have the option to record enabled, you can record a call by
hovering over the Call bar and clicking Record.
When recording has started, you can choose to pause or resume the recording by hovering over the call bar and clicking the relevant option.
Searching for a Contact
Use the Find feature of the Touchpoint Call bar to locate coworkers and people in the Phonebook. Once you’ve located the person you can then call them, transfer calls to them, or chat with them. You can search for a contact using any of the following: name, phone number, company, department, job title, or Microsoft Skype for Business SIP Address.
1. Click on the find feature on the Touchpoint Call bar 2. Start typing any of the search criteria listed above; a list of
matching contact cards will appear
3. Click the contact card to call the contacts default number or hover your mouse on the contact card to…
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Call their mobile (if the number is in the Phonebook)
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Leave a message directly in their mailbox (if they have a Enghouse mailbox)
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Chat with that contact (internal only)
Add to Contacts: To add a phone number into the system as a new contact hover over the call record and select Add to Contacts. This will make it possible to greet the customer by name the next time they call.
Note: Skype for Business contacts will be represented with 3 dots on their Availability Indicator.
Take a Queued call
There are three ways to Take Queued calls:
To Take the longest waiting/highest priority call from all queues
Click the flower on the Call bar and select Request Call OR
Hover over the interaction on the Interactions Tab and select Request Call
To Take the longest waiting/highest priority call from a specific queue
Hover over the name of a queue from the Queues tab and select Request Call
Queues Panel
Queues are grouped based on how you take calls from them.
Primary Take calls from these queues right away Delay Take calls from these queues after a delay Demand You’ll only get calls if you request them
Queue Alerts
Queue alerts tell you when a queue goes over one or more of the limits set by your System Administrator. When this
happens we'll:
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Show a counter icon on the Queues Tab to tell you how many queues are affected
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Show an alert icon next to the name of the queues that are having issues
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Highlight the affected columns, so you can easily see where the problem is
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