Features present in the Digital Workspace during a support interaction.
The service screen features menus that make the experience easier, allowing you to attach files, insert automatic messages, add information, among others.
Figure 1: digital service screen.
The 1st step is to start the service day: check this step by clicking here.
Next, you will start to see the queue of customers who are waiting for service (coming from various service channels).
Figure 2: service queue.
By clicking the three dots, the system displays several options that help manage the service, such as:
Customer does not respond: ends the service due to lack of response.
Message bar
Figure 3: message bar with menu.
The quick options menu offers additional features, such as expanding the typing area, attaching files, inserting automatic messages and files and translating content, facilitating communication during the service.
Automatic Messages and Files
Automatic messages and Files speed up service, as they are pre-registered responses or documents prepared in advance by managers on the platform.
Messages can be adjusted before sending, allowing personalizations, such as including the customer's name, to make the service more humanized.
Functionality menu in the service
Figure 4: functionality menu in the service.
Download
Figure 5: Download service functionality.
To download, select the desired report type:
Session Report: contains only the current conversation between the agent and the customer;
Service Report: gathers the entire service history, from the customer's first contact with the automated chat to interactions with the human agent.
Transfer service
Figure 6: Transferring service.
Services can be transferred in various scenarios, to another user, another department, and even to a specific user within a chosen department.
Insert Additional Information
Figure 7: Inserting additional information.
The agent can add additional information to the service, for example, before transferring it, include information already provided by the customer.
Insert Tag
Figure 8: Adding tag.
Tags are registered by managers and made available for agents to use during the service. Each tag can have a custom name, color, and description, allowing identification of the type or nature of the service.
Insert Note
In addition to tags, the agent can record notes, which consist of supplementary information about the service.
View Notes
Notes are linked to the service protocol and can be viewed both by the current agent and by another agent if the service is transferred. They remain available until the service is completed.
When viewing, options to edit the note, discard changes, or delete it are also available.
View Conversation
When viewing the conversation, the agent has access to the entire service history, covering interactions prior to the human service, including those carried out by the virtual agent.
Search Ticket
Allows locating previous services recorded in the system.
You can perform the search by providing the protocol number, a form field (such as email), or an additional piece of information associated with the service.
Create Ticket
Fill in the form information with the customer's data and confirm. Then, the agent can copy the ticket protocol and add it to the service's additional information.
You can find more information about tickets by clicking here!
Related Services
Displays a list of services performed for the same customer.
It is also possible to view the messages of all related services in the list.
