The agent's view
CallGuide Answer can be used via the agent applications, CallGuide Agent and Egde Agent.
- You open CallGuide Answer manually via menus found in CallGuide Edge Agent main window
and CallGuide Agent main window
- If there are more than one available portal for the organisation area, the agent can select which one to be used, in the Search in field at the top of CallGuide Answer. For details see CallGuide Answer portals
- If automatic search is configured, CallGuide Agent and Edge Agent, CallGuide Answer opens with a search phrase related to data in the incoming contacts.
- Visitor's question for chat contacts.
- Task types e.g. collected in IVR and callback records
- In CallGuide Agent default settings you choose if automatic search is to be performed, by selecting the name of the preferred portal, and if answers are to be displayed before or after accepting the contact.
If there is no link on your web site, in your support system, or as a menu choice in CallGuide Agent, you can open your web browser and enter the web address to your CallGuide Answer Agent portal, like https://callguide.humany.net/agentportal/
This picture provides an example of an agent portal, with all details described below.
A list of guides, i.e. questions with answers, divided into various categories.
An easily navigated structure, where menus etc. are automatically adapted to web browser size.
A search box for free text search.
An area for messages from the administrator.
A copy function, which sends topic details to clipboard, so agent can quickly paste content in chats, mail etc.
Flags to choose language.
- The agent portal itself is offered in Swedish and English.
- Each respective guide can be made in Swedish, English, Danish, Norwegian, and Finnish.
Formulas the agent can fill in, to be sent automatically as emails. Such as with
- comments, to the administrator,
- orders lists, to the shop,
- request for assistance, to the support unit.
Fields where the questions for selected category, or answers to the selected questions, are presented.
- A question may lead to supplementary questions, where different reply options lead on to different answers.
- Furthermore, answers can be given in different versions, on different tabs, such as Official and Internal.
- The same answer can also be presented in short, e.g. to be visible in a mobile telephone.
Yes and No buttons to provide feedback for whether an answer has filled the requirement.
One column for news and links.
Telia CallGuide version 10.1. New info since last release is highlighted. ©Telia Sverige AB