Contact
USA
- 10803 Marot FLD Helotes, TX 78023 USA
- +1 8136443668
- sales@mconnectapps.com
- support@mconnectapps.com
Mconnect Omnichannel is designed to allow you to have access to all your communications platforms from one dashboard. From voice, to video to Facebook and WhatsApp messages you no longer need to toggle between different tabs and keep a different set of credentials for each one.
The menu is divided into 4 major sections:
Information Display – Historical records for all communication (Dashboard) and live calls status for all the agents (Advanced Dashboard).
Settings and configuration – Configure Wrap-Up Codes, Call Queues, PBX Settings, Message Templates, Departments, Agents and more from here.
Agent interaction – Chats (Chatbot, WhatsApp, Facebook, Internal Chat), Email Ticketing, Call.
Insight Report – Generate statistic reports and analysis.
Login to Mconnect OmniChannel: https://assaabloycc.mconnectapps.com/ – Admin access is required.
Detailed section for individual area:
Manage: Setup and manage contacts, departments and agents
Voice-3CX: Synchronization with 3CX
Messaging: SMS, Chat, WhatsApp, Facebook data
Email: Ticketing support system
Reports: Pre-defined report format for easy export to Excel
Setting: Preference/ personalized settings
A bird’s eye view of all forms of contact that occur in your call center; channel + Direction + Source or Destination ID. The content view (Chat/ SMS content) can be restricted according to agent and roles. For detailed reports, please refer to the Reports section in this manual.
For ease of internal communication, chat windows are available for all the interface in the browser. For detail on the usage, please referred to Internal Chat in this manual.
The advanced wallboard setting resets by default daily at 12:00AM. This can be changed according to your preferences.
To maximize the wallboard, press
Beneath the main admin wallboard interface, you will find additional live queue details.
Here you will find more granular agent and queue details such as who is online and call statistics.
Queue Details
To view the queue login details, click on
Agent Details
To change the agents that are be displayed on the dashboard, click
Click on the “Update” button to save the changes or “Cancel”.
Functions buttons under Chat:
The chatbot passes the chats onto the agents when a solution cannot be found or the customer requests to speak with an agent.
Under Chat there are 3 tabs:
Navigate to the “ACTIVE” tab. Type your message in the chat box. Alternatively, you can use a message template as well as attach documents by using buttons next to the chat box.
If you have standard templates configured, you can use these by:
You can add an attachment by:
Navigate to the “CLOSED” tab. Here you can view all closed chats and select a message to view. Once a chat is closed it cannot be reactivated.
Navigate to the “MISSED” tab. Here you can view all chats that were missed and left unanswered. A missed chat includes the information submitted by the requester.
Add, edit or delete the message templates.
To delete a template click on
Note: The system will only retrieve the Department Name from 3CX if the name is not already found in the software. It is advised that the 3CX department name is not changed to start with the Country ID e.g. AU, NZ etc. to reduce duplications.
Create a department in the system by clicking on “Add Department”.
Aux Code is the agent’s status within a queue, i.e. available, lunch break etc. For more details on how to logoff the queue, please refer to the Dialler-Logout the Queue. Aux Codes 1-5 are default.
Caution: Aux Code Deletion can cause serious issues if it’s not planned correctly.
Wrap-up codes indicate the nature of an interaction. Agents specify wrap-up codes after completing an interaction; for example, a completed sale, a customer dissatisfied with service, or a billing problem. To create a wrap up code:
Individual code deletion can be performed by clicking the close sign (x). Click Update to confirm the changes.
By clicking the
Call queues manage the flow of calls coming into the system. Most call queue configuration is done within 3CX. Consult your 3CX administrator if you would like to make edits to the queue.
Click on the View
Click on Agents to view the queue agents. Click “+Update” to update the agent.
Select/ deselect the checkbox to add or remove the agent to/from the queue. Click “Update” when done.
Click on the Advanced settings:
To delete the queue, press
The chatbot passes the chats onto the agents when a solution cannot be found or the customer requests to speak with an agent.
Functions under Chat:
*Here you will also see 3 tabs:
Navigate to the “ACTIVE” tab. Type your message in the chat box. Alternatively, you can use a message template as well as attach documents by using buttons next to the chat box.
If you have standard templates configured, you can use these by:
You can add an attachment by:
Navigate to the “CLOSED” tab. Here you can view all closed chats and select a message to view. Once a chat is closed it cannot be reactivated.
Navigate to the “MISSED” tab. Here you can view all chats that were missed and left unanswered. A missed chat includes the information submitted by the requester.
This function enables you to communicate with internal staff and colleagues. There are two ways to have the internal communication on the same browser:
Select the contact you want to chat with, type your message and press the send button or enter on your keyboard.
Floating windows allow you to perform a quick chat with internal team members. Click on contacts, select the contact that you wish to chat, type in the message and press send.
To hide the chat, press the minimize button (–).
For the internal chat history, click on the contact from within the chat function.
SMS has the same function as Chat, with the difference that it composes an SMS and not a chat message.
To compose a new message, fill in the fields with:
Convert the SMS into an Email Ticket:
After hitting the send button, you will find the status display in 1 or 2.
If WhatsApp is not activated, you will be prompted with the message “Sorry, you don’t have any Instance”. You can purchase the service/instance from Cal4Care. Each instance refers to a single phone number.
Requirements: The phone is required to be switched on at all times to be able to send and receive messages. Any lost connection from the phone will disrupt the communication.
A chatbot automatically answers website chat questions by recognising specific pre-determined keywords used within the chat.
The chatbot will provide answers as long as the question contains the keywords/key phrases you determine.
Example: Is this item in stock? Will this item be in stock soon? Both questions will be tagged under the “in stock” question/answer.
Press
Standard view shows all tickets (Not respond, Open/ Closed/ Total tickets) of individuals within the active month.
Card view displays the statistic summaries of the month. The point system is based on the number of tickets resolved by agent vs time.
You can do filtering either by Department, Status, or both.
Admins can filter by dedicated period. General filter performs date selection.
My Tickets – Ticket(s) that are assigned to you. All tickets are considered “My Tickets” for Admin users.
Queue Tickets – New ticket(s) that are in the queue which have not yet been assigned.
Templates – Auto respond email templates. Use when “New Ticket received”, “Ticket Assigned” or “Ticket Closed”. All email content can be pre-loaded into the template.
Settings – Email Ticketing related configuration. (Email alerts – group & individual, Forward listing, SMTP configuration, Email strategy, Email Blocking and Priority flags)
To add the email address as spam, simply enter the email address and select Spam List. Click update to confirm the changes. Email ID added in blacklist will not be accepted in ticketing system.
View the Spam Emails by clicking the
To delete the spam emails, click on the
Both “My Tickets” and “Queue Tickets” having similarity in filter function: View, Department and Change Row Count. Admin are the owner of all the tickets, hence the account can performed extended filters by “Agents” and “Status”.
Select the Department, Agent or Status that you would like to show in the portal. Example:
Scenario 1: Agent 1 and Agent 5 with the status of “Closed”. (Select Agent Names, then select ticket status “Closed”)
Scenario 2: Department Sales with Status of “New”. (Select Sales and Technical in Department, then select “New” in ticket status)
Scenario 3: All tickets with status “Progress”. (Only select “Progress” in ticket status)
There is a subset rule applied: Status -> Department -> Agent. Status is always the main set-in filter criteria, followed by department, and finally agent.
The department filter allows you to select one department at a time. From the drop-down select the department to be filtered.
Status filtering allows for multiple selections.
Agent filtering allows multiple selections. If you apply the agent and department filters, ensure that the agent is a member of the department.
When no filter is applied, you will see the filter buttons displayed as” Select Agent”, “Select Department” and “Select Status”.
Drop the filter and select “All” to reset the filters.
Completed, Closed and Archived tickets cannot be assigned.
Any request via another communication channel, can be created as a ticket in the system.
The ticket request (Description and details) can be drafted in here. You can attach files by clicking the “Choose Files” button. Once completed, click “Create New Ticket”.
Click on Email Ticketing, and the ticket can be found in the queue.
If you receive a bounce mail in the email ticketing queue, resend the email.
Adding a comment to the ticket for internal use only.
The note is displayed as a private note beneath the message thread.
A closed ticket can re-open by changing its status.
In table view, the re-opened ticket will be marked as “Re-Opened” next to the status of the ticket.
When the ticket is opened the re-opened
Click on a ticket to open it. A ticket can be updated as follows:
When an agent/ user marks a ticket as spam it will be moved to the “Spam Ticket” folder. To block an email from the system the “+Add Spam” action is required.
Input the email address (Email ID) and select List Type (Spam List).
Click on the delete icon to unblock the email.
Click on the email to open the thread.
To recover a spam email, click on “Mark as Not Spam”. It will be moved to the Ticketing system.
New Ticket Auto-reply: Trigger when the email is received.
Ticket Assigned Template: Trigger when the ticket is assigned.
Ticket Closed: Trigger when the ticket is closed by an agent or admin.
Templates can be customized based on each department. You may edit the content of the templates, but not create new templates. You can switch the template on/off from the right top corner using the toggle “Use Template”.
Click Add Template, and it will overwrite the existing template, or Discard to ignore the changes.
Search for a ticket by ID, Subject or the Sender Email address using the search bar.
Creating or updating a signature is done by clicking on this
Enter the signature information and click “Add Signature”. The signature will be saved as a template.
Method 1: Click
Method 2: Scroll down to see all signatures, select and click
Group & Agent: Configure the email address(es) of the ticket alert recipients.
Manage the forwarding email for a specific department.
Configure additional SMTP settings.
System allows multiple SMTP accounts to be configured. Click “Add New SMTP” to configure.
Define how an incoming email should be handled. (Broadcast or Round Robin)
Switching on the round robin strategy, will result in the email being assigned to agents using the round robin method. You can define the number of tickets override limit.
This option sets the same profile image to all agents.
Add unwanted email addresses in the blocking list and any emails from these addresses are blocked from the system.
You can define a priority flag to be used in emails by typing the keyword and pressing enter (multiple attempts allowed), and then clicking update to complete the task.
To logout the queue:
Upon receiving a call, the caller will be cross-referenced with the contact list. In the event that the contact is not found it notifies the user.
During the call, you can input the caller information into the Contact Details page.
The survey summary report provides a summary statistic record over a certain duration of time. Select the period and click on “Generate Report” to download the report in .csv format.
Select the duration click on “Generate Report” to download the report in .csv format.
The Global Settings are applied to all users of the system.
Select the WebRTC server nearest to your region.
If there is an integration CRM in the system, choose custom CRM. Please get the assistance from distributor if you’re not sure what to configure.
SSO configuration which will be used for Microsoft Team integration. You can purchase the integration license from your distributor.
From here you can select the theme you want to set for the entire user base.
Other configuration options available:
Add a new chat widget by clicking the
Delete the widget by pressing
Consent forms allow you to get approval from customers before they submit their chat message.
Create a new form by pressing
From the drop-down list select the consent form you want to use.