Cal4care USA LLC , 6250 Westpark Dr STE 330C Houston TX 77057
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 3 major sections:
Messaging > Chat
Messaging > SMS
Call > Recent
Email > Email Ticketing
Messaging > WhatsApp
Messaging > Facebook
Messaging > Internal Chat
Messaging SMS, Chat, WhatsApp, Facebook data
Email Ticketing support system
Reports Pre-defined report format for easy export to Excel
Settings Preference/ personalized settings
The advanced wallboard setting resets by default daily at 12:00AM. This can be changed according to your preferences.
To maximize the wallboard, press twice. This setting is usually used for the main wallboard display where you do not want to show the side menu.
Beneath the wallboard interface, you will find additional agent and queue data.
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.
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:
After hitting the send button, you will find the status display in 1 or 2.
If the SMS was not delivered to the phone, try to re-send the message. Otherwise, check that you entered the correct number and try again.
There are 2 view types: Table and Card.
The card view allows you to change some fields without going into the details of the ticket. You can change: Department, Priority, and Status.
You can filter by Department or Status.
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.
When no filter is applied, you will see the filter buttons displayed as “Select Department” and “Select Status”.
Drop the filter and select “All” to reset the filters.
Drop the filter and select “All” for the reset of Status filter.
Completed, Closed and Archived tickets cannot be assigned.
Email Ticketing – Create Ticket
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.
The note is displayed as a private note beneath the message thread.
Click on a ticket to open it. Within the ticket you will find the following options and information:
Creating or updating a signature is done by clicking on this icon on the top right corner of the email ticketing page.
Enter the signature information and click “Add Signature”. It will save the signature as a template.
Method 1: Click during the signature creation.
Method 2: Scroll down to see all signatures, select and click.
Click on the to expand the dialler. Click and drag the dialler to move it around.
To close the dialler click on . It will return to original icon and remain on the bottom right corner of your browser.
Using Dialler – Functions
To logout the queue:
To login to 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 may record 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