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App Note 006 - Using Message Manager

Abstract

As a contact center supervisor, you need to manage multimedia messages within the contact center. Occasionally you may need to reset messages and send them back into queue; for instance, if an agent accepted a message into their work queue but left for the day before finishing. Or a series of unwanted (SPAM) messages entered the contact center and you want to delete them. LiveOps Message Manager is the tool to use for this purpose.

 

Overview of Solution

The LiveOps Message Manager shows messages sent, received, and closed within the contact center. Actions can be taken on any unprocessed message. Interactions received and accepted by an agent but still in progress count as an unprocessed message. Message Manager allows for filtering messages in a variety of ways. This Application Note will discuss the use and benefits of the LiveOps Message Manager.

 

Pre-Requisites

  • Message Manager access permission within your tenant

 

  • If you are a General User with Message Manager rights, you will only be able to view the skills that have been assigned to you; as well as any queue that has no skills assigned

 

  • To view Assigned messages, you will need Administrator rights

 

If Message Manger is not visible on the home screen, ask your LiveOps Contact Center Administrator to turn the feature on for you. (It is enabled at the agent level under the “Rights” tab.)

 

Accessing Message Manager

Message Manager can be accessed from your Multichannel home page, or at any time using the Message Manager icon at the top of the screen.

 

 

 

Sort Messages

The Message Manager page begins by displaying Emails and defaults to a maximum of 25 messages per page,  and shows messages that are “In The Queue”. This includes messages that are currently queued up and have NOT been assigned to an agent yet. These settings can be changed per session but, at the time of this writing, will always default back to the original default values for subsequent sessions.

 

Changing the values is simple: Select the drop down box for Messages, Messages per page, and Channel and adjust accordingly.

 

 

 

Tip:       You can sort messages in ascending or descending order in any of the views by clicking on the column header for the appropriate value you wish to sort on.

 

Using the “MESSAGES: In The Queue” Selection

“In The Queue” allows a supervisor to take action on any messages within this view. These are messages which have not been assigned to an agent yet. By not selecting a date range, Skill value, or Queue value, all messages in queue will be displayed. Select your filters as necessary.

 

     Note:    There is a search function from within this view for a more detailed query.

Only the first 160 characters of a message are included in the search function.

 

 

This view is useful for removing and/or closing unwanted messages from a queue that may have bypassed a SPAM filter. As a best practice, consider creating a SPAM queue(s) for unwanted messages using keyword spotting. This will prevent an agent from receiving these messages in the first place.

 

Be aware that accurately catching and automatically closing unwanted messages can be tricky. Instead of simply having the system close the message, using Message Manager can be a more effective way of managing potential unwanted messages. Preview your messages within your appropriately filtered queue, and if everything looks good, use the  button in the lower right hand corner, or select messages individually by checking the box next to the appropriate message in the Select column.

 

Once you have finished making your selections, choose a Category that best fits the situation. It may also be beneficial for you to create a Category for this specific purpose to delineate unwanted messages in your Category Reports.

 

Then hit the     button to complete the process.

 

In some cases you may simply want to re-skill the interactions instead of closing them. Follow the process above for making the appropriate selections, but rather than selecting a Category, check the “Assign To” box, make the

 

appropriate Skill selection, and hit                                     .

 

 

Tip:       In all views except ASSIGNED, you can preview a message by selecting the icon in the View column.

 

 

 

 

Using the “MESSAGES: Assigned” Selection

The “Assigned” option is the only other option aside from “In The Queue” that will allow a supervisor to take actions on messages. This option will only be viewable to Admin level users. This view will show all interactions that are currently assigned to an agent. That is to say, the agent has accepted the interaction, it is no longer in the queue, and it is in the individual agent’s task list.

 

This view allows a supervisor to reset the interaction and send it back into queue for another skilled agent to take. This is particularly useful for interactions “stuck” in an agent’s task list when the agent is inactive. Select the  Reset icon next to the interaction you want to reset to return the interaction back to the “In The Queue” state and make it available once again to be serviced by the agent pool.

 

 

Using the “MESSAGES: Manually Closed Today” Selection

This selection will show you all messages closed for the current day by an agent. Messages closed by a supervisor (using the methods described above in this Application Note) will also be listed here.

 

Using the “MESSAGES: Auto Closed Today” Selection

This selection will show you messages automatically closed by the system for the current day. Typically these  will be messages closed by a “Time Of Day” rule, such as after hours, or a SPAM rule based on keyword searches.

 

Using the “MESSAGES: Sent Today” Selection

This view will show all outbound messages for the current day.

 

Additional Resources

  • “Message Manager” Section in the “General User Manual For Multichannel”

 

Version Information

 

Date

Version

Contributor

Content

December, 2013

1.0

Darren Ervin

Initial AppNote

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