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:
Information Display – Historical records for all communication (Dashboard) and live calls status for all the agents (Advanced Dashboard).
Insight Report – Generate statistic reports and analysis.
Dashboard
Shortcuts
Main Menu
Historical records
Internal chat history
1. Shortcuts:
Messaging > Chat
Messaging > SMS
Call > Recent
Email > Email Ticketing
Messaging > WhatsApp
Messaging > Facebook
Messaging > Internal Chat
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 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
Functions buttons under Chat:
Maximize / Minimize dashboard & display
Chat status & history
Internal contact list and chat history
Profile settings / Logout
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.
Chats Search – Status & History
Under Chat there are 3 tabs:
Active – All active chats
Closed – Chats that no are longer open (questions answered, issue resolved etc.)
Missed – Conversations that were not picked up (After office hours, agent busy, etc.)
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:
Clicking on the Template icon .
A pop-up will appear with a drop-down from which you can select a template.
Click “Pick out” to use the selected template.
Active Chat – Add Attachment
You can add an attachment by:
Clicking on the Attachment button .
A pop-up will appear. Click on the “Choose File” button to select the file you want to attach.
Choose your file and click “Submit”.
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
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
This function enables you to communicate with internal staff and colleagues. There are two ways to have the internal communication on the same browser:
Web chat
Floating windows access (Internal contacts)
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
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.
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
To compose a new message, fill in the fields with:
Sender ID: The SMS number/ ID you want to display on the receiver’s device.
Country Code: Receiver’s country code
Mobile Number: Receiver’s mobile number
Enter Message: Conversation
SMS – Status Delivery
After hitting the send button, you will find the status display in 1 or 2.
SMS was not delivered to the mobile phone
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
Changing view (Table display)
Filter criteria (Department, Status)
Search (Local, Global)
Email Ticketing – Change View
There are 2 view types: Table and Card.
Table View
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
The department filter allows you to select one department at a time. From the drop-down select the department to be filtered.
Status Filtering
Status filtering allows for multiple selections.
Click on the Status filter for the drop down menu.
Click the checkbox for selection.
Click Submit to confirm the selection.
Reset Filter
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.
Email Ticketing – Assign Ticket (Single or Bulk)
Click the checkbox to select ticket. (Multiple selection is permitted)
Click on the assign button.
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
Any request via another communication channel, can be created as a ticket in the system.
Department the ticket is being assigned to – Mandatory
Status of the ticket. (Active, Pending, etc) – Mandatory
Email used to send to the recipients (Source of the email) – Mandatory
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.
Email Ticketing – Update Ticket
Back: Return to Email Ticketing Page.
Add note: Add a comment to the ticket, for internal view (Private note).
Reply: Answer the ticket. An email will be triggered and sent to the recipient.
Close: Closes the ticket (issue resolved or duplication). When a ticket is closed the other party receives an email notification.
Pickup for Myself: This option is available when the ticket is not assigned to any other agent.
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
The note is displayed as a private note beneath the message thread.
Update Ticket – Others
Click on a ticket to open it. Within the ticket you will find the following options and information:
Status: Change status or close ticket.
Department: Assign the ticket to another department.
Agent: Re-assign to another agent (ensure the correct department is selected).
Update: Confirm the changes.
Ticket ID
Description of the issue/ case
Download attachment (If any)
Email Ticketing – Search
The search button allows you to search for a ticket within your department or unassigned open tickets.
Global search will search the entire email ticketing database and provide cross-department results.
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
Enter the signature information and click “Add Signature”. It will save the signature as a template.
Add a link to the signature.
Add an image to the signature.
Change default Signature
Method 1: Click during the signature creation.
Method 2: Scroll down to see all signatures, select and click.
Edit Signature Template
Click on the edit button on the right of the signature.
Update the signature’s content.
Click “Update Signature”.
Dialler
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
Search / View contact
Make call/ Hang up/ Keypad
Historical Call records
Logout the Queue
To logout the queue:
Click on the icon on the dialler
Select Yes to confirm the logout process
Select the reason of logging out. (Aux Code).
Click Logout after confirmed.
Login to the Queue
To login to the queue.
Click on the icon on the dialler
You will see a “Login Successful” message.
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
During the call, you may record the caller information into the Contact Details page.
Using Wrap Up Code
Add the caller to the contact list.
Wrap up category (Purpose of call).
Wrap up code (Priority).
Any information to be added to this call.
Update the record
Reports
Activity Report (Agent, Caller ID, Duration)
Select the agent you want to generate the report for. For multiple selection, hold the CTRL key and select multiple agents with the mouse.
Input the caller number.
Select the duration of the report (mandatory).
Click on “Generate Report” to download the report in .csv format.
Wrap Up Code Report (Wrap Up Code, Duration)
From the drop down select the desired Wrap Up code.
Select the duration.
Click on the “Generate Report” button to to download the report in .csv format.
You can perform a quick search in the call history column for single call record results.
Select incoming or outgoing calls. If both are required, hold the Ctrl button and select.
Select the call type, answered or missed.
Select Duration (from and to date).
Press “Generate Report” to download the report in .csv format.
Aux Code Report (Agent, Aux code, Queue status, Duration)
Select the agent to filter.
Select the Aux code (select all if no filter is applied).
Queue status (Login, Logout or both)
Select duration
Click on “Generate Report” to download the report in .csv format.
Survey Report (Duration, Agent, Caller ID)
Select the duration.
Agent and Caller ID are optional.
Click on “Custom Search” to preview the report in the Call History table.
Click on “Generate Report” to download the report in .csv format.
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
Select the duration click on “Generate Report” to download the report in .csv format