Interaction Center WebClient
The Interaction Center (IC) WebClient is a thin-client, highly-optimized desktop application for interaction center agents. It provides a framework for processing IC WebClient functions.
Implementation Considerations
No separate installation of the IC WebClient is necessary.
The Software Agent Framework (SAF) is required for scenarios that involve searching for knowledge (for example, the solution search and knowledge search during chat sessions). For more information, see Software Agent Framework (SAF).
Features
A customer search function that agents can use to identify customers in the system. You can set up this function to identify customers even before agents accept contacts, based on automatic number identification (ANI) or the address of an incoming e-mail.
Agents can get a complete overview of the entire account, including individual account details, notes, roles, planned activities and business partner relationships.
A customer-focused overview of the current interaction and customer history.
Interaction History
A comprehensive interaction history provides one view of a customer. Search and overview of business transactions for a customer. Agents can use various search criteria to find the business transactions they are looking for. Agents can record data both during and immediately after an interaction.
Leads
Agents can determine using a questionnaire what type of a lead a customer may be. The agent can view the business context and create associated follow-up actions based on this evaluation.
Enables agents to process information about a complex problem or issue in a case as a central collection point. Agents can search for cases as well as create them.
Service Orders
Gives agents a quick method of entering services and products. The service order also offers an overview of all data relevant for these processes.
Knowledge Search
Allows interaction center agents to search for products according to a combination of selection criteria.
Agents can view details of current campaigns, such as assigned scripts and progress, to prepare for incoming or outgoing calls.
Allows the processing and the maintenance of calling campaigns. Managers can create and maintain call lists. Agents can execute calls from their assigned call lists.
Allows agents to process incoming and outgoing mails, planned activities, and other work items.
Interface agents use for processing incoming and outgoing e-mails as well as complete unfinished e-mails.
Interface agents use for processing incoming chat sessions.
Scripts guide agents through customer interactions by moving through a series of steps. Managers can use the interactive script editor to create scripts tailored for current campaigns or company needs.
Electronic notepad that agents use to record miscellaneous information during an interaction. Notes from the scratch pad can be imported into fields in the IC WebClient.
Combine system resources intelligently to guide agents during customer interactions.
Allows managers to send instant messages to agents.
Queue Status
Allows agents to quickly display the channels and queues they are assigned to, based upon configuration in the communication management software.
Displays current session related information specific to the agents, such as profiles, channels, queues, and technical system information.
Allows system administrators to configure access to non-IC WebClient transactions through the IC WebClient.