User Guide

Table of Contents

Introduction

 

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:

  1. Information Display – Historical records for all communication (Dashboard) and live calls status for all the agents (Advanced Dashboard).
  2. Agent interaction – Chats (Chatbot, WhatsApp, Facebook, Internal Chat), Email Ticketing, Call.
  3. Insight Report – Generate statistic reports and analysis.

Dashboard

 

User Manual - main dashboard

  1. Shortcuts
  2. Main Menu
  3. Historical records
  4. Internal chat history

 

1. Shortcuts:

 

Messaging > Chat

User Manual - sms Messaging > SMS

User Manual - call recent Call > Recent

User Manual - email ticketing Email > Email Ticketing

User Manual - whatsapp Messaging > WhatsApp

User Manual - facebook Messaging > Facebook

User Manual - internal chat Messaging > Internal Chat

User Manual - chatbot Chatbot

 

2. Main Menu:

 

Messaging SMS, Chat, WhatsApp, Facebook data

Email Ticketing support system

Reports Pre-defined report format for easy export to Excel

Settings Preference/ personalized settings

Advanced Dashboard

 

The advanced wallboard setting resets by default daily at 12:00AM. This can be changed according to your preferences.

To maximize the wallboard, press User Manual - expand button 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.

Messaging – Chat

 

User Manual - Messaging Chat

Functions buttons under Chat:

  1. Maximize / Minimize dashboard & display
  2. Chat status & history
  3. Internal contact list and chat history
  4. Profile settings / Logout
  5. Know how help video

 

Chat workflow

 

The chatbot passes the chats onto the agents when a solution cannot be found or the customer requests to speak with an agent.

 

Chat workflow

 

Chats Search – Status & History

 

User Manual - Chats Search - Status - History

Under Chat there are 3 tabs:

  1. Active – All active chats
  2. Closed – Chats that no are longer open (questions answered, issue resolved etc.)
  3. Missed – Conversations that were not picked up (After office hours, agent busy, etc.)

Chat Filter – Active Chat

 

User Manual - Chat Filter – Active Chat


 

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.

 

Active Chat – Use Template

 

If you have standard templates configured, you can use these by:

  1. Clicking on the Template icon User Manual - close button.
  2. A pop-up will appear with a drop-down from which you can select a template.
  3. Click “Pick out” to use the selected template.

Active Chat – Add Attachment

User Manual - Active Chat – Add-Attachment

 

You can add an attachment by:

  1. Clicking on the Attachment button User Manual - linked button.
  2. A pop-up will appear. Click on the “Choose File” button to select the file you want to attach.
  3. Choose your file and click “Submit”.

Chat Filter – Closed Chat

User Manual - Chat Filter – Closed-Chat

 

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.

Chat Filter – Missed Chat

User Manual - Chat Filter – Missed Chat

 

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.

Messaging – Internal Chat

User Manual - Messaging – Internal-Chat

 

This function enables you to communicate with internal staff and colleagues. There are two ways to have the internal communication on the same browser:

  1. Web chat
  2. Floating windows access (Internal contacts)

 

Internal Chat via Web Chat

User Manual - Internal Chat via Web-Chat

 

 

Select the contact you want to chat with, type your message and press the send button or enter on your keyboard.

Internal Chat via floating windows

User Manual - Internal Chat via floating-windows

 

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 (–).

User Manual - internal-chat-history

For the internal chat history, click on the contact from within the chat function.

Messaging – SMS

User Manual - Messaging SMS

 

SMS has the same function as Chat, with the difference that it composes an SMS and not a chat message.

SMS – Compose Message

User Manual - SMS Compose Message

 

To compose a new message, fill in the fields with:

  1. Sender ID: The SMS number/ ID you want to display on the receiver’s device.
  2. Country Code: Receiver’s country code
  3. Mobile Number: Receiver’s mobile number
  4. Enter Message: Conversation

 

SMS – Status Delivery

 

User Manual - SMS Status Delivery

After hitting the send button, you will find the status display in 1 or 2.

  1. SMS was not delivered to the mobile phone
  2. SMS was successfully delivered to the mobile phone

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.

Email Ticketing

User Manual - Email-Ticketing 

 

  1. Changing view (Table display)
  2. Filter criteria (Department, Status)
  3. Search (Local, Global)

 

Email Ticketing – Change View

 

There are 2 view types: Table and Card.

Table View
User Manual - Email Ticketing – Change table View

 

Card View
User Manual - Email Ticketing – Change card View

 

The card view allows you to change some fields without going into the details of the ticket. You can change: Department, Priority, and Status.

 

Email Ticketing – Filtering (Department, Status)

 

You can filter by Department or Status.

Department Filtering

User Manual - Department-Filtering

 

The department filter allows you to select one department at a time. From the drop-down select the department to be filtered.

Status Filtering

User Manual - Status-Filtering

 

Status filtering allows for multiple selections.

  1. Click on the Status filter for the drop down menu.
  2. Click the checkbox for selection.
  3. Click Submit to confirm the selection.

 

Reset Filter

 

User Manual - Reset Filter

When no filter is applied, you will see the filter buttons displayed as “Select Department” and “Select Status”.

User Manual - Department-Filtering

 

Drop the filter and select “All” to reset the filters.

User Manual - Drop the filter

 

Drop the filter and select “All” for the reset of Status filter.

Email Ticketing – Assign Ticket (Single or Bulk)

User Manual - Email Ticketing – Assign Ticket

 

  1. Click the checkbox to select ticket. (Multiple selection is permitted)
  2. Click on the assign button. User Manual - assign button
  3. A pop-up will appear from which you must choose the department to assign to.

Completed, Closed and Archived tickets cannot be assigned.

 

Email Ticketing – Create Ticket

User Manual - Email Ticketing – Create-Ticket 

 

Any request via another communication channel, can be created as a ticket in the system.

User Manual - request via another communication channel

 

  1. Department the ticket is being assigned to – Mandatory
  2. Status of the ticket. (Active, Pending, etc) – Mandatory
  3. Email used to send to the recipients (Source of the email) – Mandatory
  4. Agent to be assigned.
  5. Priority status. (Urgent, Medium, etc) – Mandatory

 

User Manual - ticket-request

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”.

User Manual - ticket in the queue

 

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.

Email Ticketing – Update Ticket

User Manual - Email Ticketing Update Ticket

 

  1. Back: Return to Email Ticketing Page.
  2. Add note: Add a comment to the ticket, for internal view (Private note).
  3. Reply: Answer the ticket. An email will be triggered and sent to the recipient.
  4. Close: Closes the ticket (issue resolved or duplication). When a ticket is closed the other party receives an email notification.
  5. Pickup for Myself: This option is available when the ticket is not assigned to any other agent.
  6. Mark as Spam: If this email is not for the purpose of support (Advertisement, etc). Emails marked as spam will be blocked from the system and this cannot be reverted.

Add Private Note

User Manual - Add Private-Note

 

The note is displayed as a private note beneath the message thread.

Update Ticket – Others

User Manual - Update Ticket Others

 

Click on a ticket to open it. Within the ticket you will find the following options and information:

  1. Status: Change status or close ticket.
  2. Department: Assign the ticket to another department.
  3. Agent: Re-assign to another agent (ensure the correct department is selected).
  4. Update: Confirm the changes.
  5. Ticket ID
  6. Description of the issue/ case
  7. Download attachment (If any)

 

Email Ticketing – Search

User Manual - Email Ticketing Search

 

  1. The search button allows you to search for a ticket within your department or unassigned open tickets.
  2. Global search will search the entire email ticketing database and provide cross-department results.

 

Email Ticketing – Signature

User Manual - Email Ticketing Signature

 

Creating or updating a signature is done by clicking on this icon on the top right corner of the email ticketing page.

Adding Signature

User Manual - Adding-Signature

 

Enter the signature information and click “Add Signature”. It will save the signature as a template.

  1. Add a link to the signature.
  2. Add an image to the signature.

 

Change default Signature

User Manual - Change default-Signature

 

Method 1: Click    during the signature creation.

Method 2: Scroll down to see all signatures, select and click.

Edit Signature Template

User Manual - Edit Signature-Template

 

  1. Click on the edit button on the right of the signature.
  2. Update the signature’s content.
  3. Click “Update Signature”.

Dialler

User Manual Dialler

 

Click on the User Manual - phone dialler to expand the dialler. Click and drag the dialler to move it around.

To close the dialler click on User Manual - close dialler . It will return to original icon User Manual - phone dialler and remain on the bottom right corner of your browser.

 

Using Dialler – Functions

 

User Manual - Using Dialler – Functions

  1. Search / View contact
  2. Make call/ Hang up/ Keypad
  3. Historical Call records

 

Logout the Queue

User Manual - Logout-the-Queue

 

To logout the queue:

  1. Click on the User Manual - queue btn icon on the dialler
  2. Select Yes to confirm the logout process
  3. Select the reason of logging out. (Aux Code).
  4. Click Logout after confirmed.

 

Login to the Queue

User Manual - Login the Queue

 

To login to the queue.

  1. Click on the User Manual - queue btn icon on the dialler
  2. You will see a “Login Successful” message.

 

Wrap Up Code – Handling Incoming Call

 

User Manual - Wrap Up Code – Handling Incoming Call

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.

Update Caller information

 

User Manual - Update Caller information

During the call, you may record the caller information into the Contact Details page.

Using Wrap Up Code

 

User Manual - Using Wrap Up Code

  1. Add the caller to the contact list.
  2. Wrap up category (Purpose of call).
  3. Wrap up code (Priority).
  4. Any information to be added to this call.
  5. Update the record

Reports

 

Activity Report (Agent, Caller ID, Duration)

User Manual - Activity Report

 

User Manual - select call type

  1. Select the agent you want to generate the report for. For multiple selection, hold the CTRL key and select multiple agents with the mouse.
  2. Input the caller number.
  3. Select the duration of the report (mandatory).
  4. Click on “Generate Report” to download the report in .csv format.

 

Wrap Up Code Report (Wrap Up Code, Duration)

 

User Manual - Wrap Up Code Report (Wrap Up Code, Duration)

  1. From the drop down select the desired Wrap Up code.
  2. Select the duration.
  3. Click on the “Generate Report” button to to download the report in .csv format.
  4. You can perform a quick search in the call history column for single call record results.

 

3CX Call Report (Agent, In/Out Call, Answered/ Missed Call, Duration)

User Manual - 3CX Call Report

 

  1. Select the agent(s).
  2. Select incoming or outgoing calls. If both are required, hold the Ctrl button and select.
  3. Select the call type, answered or missed.
  4. Select Duration (from and to date).
  5. Press “Generate Report” to download the report in .csv format.

Aux Code Report (Agent, Aux code, Queue status, Duration)

User Manual - Aux Code Report

 

  1. Select the agent to filter.
  2. Select the Aux code (select all if no filter is applied).
  3. Queue status (Login, Logout or both)
  4. Select duration
  5. Click on “Generate Report” to download the report in .csv format.

 

Survey Report (Duration, Agent, Caller ID)

 

User Manual - Survey Report (Duration, Agent, Caller ID)

  1. Select the duration.
  2. Agent and Caller ID are optional.
  3. Click on “Custom Search” to preview the report in the Call History table.
  4. Click on “Generate Report” to download the report in .csv format.

Survey Summary Report

 

User Manual - Survey Summary Report

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.

Chat Rating Report

 

User Manual - Chat Rating Report

Select the duration click on “Generate Report” to download the report in .csv format

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