- 25 Nov 2024
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Working as a Digital Contact Center Agent
- Updated on 25 Nov 2024
- 2 Minutes to read
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If your customers are reaching out to your business online, they’re probably doing it across many different channels. Live chat, chatbots, social media, emails… There seems to be no limit to all the different ways that customers can reach out to ask a question, solve a problem, register a complaint, or, tell you how much they love your business.
Digital Engagement Agents can interact with customers in real-time, answering questions and offering assistance through multiple digital channels.
Let's take a look at working as a Digital Engagement Agent in Dialpad.
Go on duty
Once you’ve logged in to Dialpad, it's time to set yourself on duty so that you can start responding to customer interactions.
From the Dialpad app:
- Navigate to Contact Centers
- Select Off Duty
- Select Available, then Digital
Take an interaction
Dialpad’s Digital Engagement flows provide clients with many self-serve options, but some requests just require an agent. When an automated workflow determines that an agent is required, the client is sent to the queue and transferred to an available agent.
Any agent set to Available can receive interactions from all Contact Centers that they are a part of (voice and digital).
When an interaction comes in, you’ll hear an audible notification, and the interaction appears in the Active section.
To take the interaction, click on it and start typing.
When an Agent takes a chat, their status automatically changes from Available to Digital.
Agents will remain in the Digital state until all digital interactions are complete.
Your conversations
Agents can view their current and past interactions from the Active and History tabs.
The Active tab displays ongoing conversations, letting agents observe real-time chats.
The History tab displays the agent's past interactions. Here, select a conversation to view the details, or click Reopen conversation to reopen the interaction.
If enabled by your admin, you can use the search bar to quickly find past interactions.
Search by contact name, email address, or phone number.
Input component tools
Agents have a selection of input component tools to enhance the client and agent experience.
- Quick Replies: Preconfigured responses that agents can use to swiftly reply without having to type out a lengthy response.
- Emojis: Popular cartoon images that add humor and emotion to a conversation.
- Attachment: The ability to attach images to the conversation.
- The maximum attachment size is 24 MB.
Transfer an interaction
Easily transfer an interaction to another agent.
From your active interaction, select transfer.
Choose who you'd like to transfer the interaction to by searching their name, Contact Center or skillset group.
End an interaction
Quickly end an interaction and move to the next client.
To end a customer interaction:
- Select the chat icon
- Select End conversation
Client details and history
To access client details, select the client’s name in the conversation window, or select the Skinny bar.
Here, you’ll find the client’s contact details and any notes left by other agents.
Select Transcript from the conversation panel to view the conversation details.