Basics about Information Guide

There are recurrent questions and answers, regardless of whether the customer contact is handled via incoming calls, chats, callback, sales campaigns, or email replies. Information Guide is an information database that, among other things, can be used as a storage area for FAQ (Frequently Asked Questions), as manuscript, or as knowledge database. The agents can easily produce ready-made texts to use as support when answering the customers’ questions. The quality of the information and the answers that the customers are given can be ensured, as all agents have access to the same information.

Information Guide is primarily a support function in ACE Agent, which the agent can use to find answers to incoming questions. However, Information Guide can also be used for search in ACE Admin.

Information Guide can contain several different guides to support various parts of your business. The agents can find the information they need, using manual search. The search can also be automated, in the same way as for screen pop from external systems. The customer information from the IVR, the contents of an email, or the entrance selected for a chat, can then rule which subject titles to display to the agent.

The guides and their content are administrated in ACE Admin, in the Information Guide window that is opened via the User | Information Guide... menu choice.

A guide always belongs to an organisation area. An organisation area can include several guides but a guide cannot belong to more than one organisation area.

To make it easier to search for information in a guide, facts are entered into separate records. Each record can then be categorized by being connected to search keys, or contact data keys as they are called elsewhere in ACE.

Basic about records in a guide

A record in a guide consists of

• a title (maximum 60 characters),
• a text. The maximum mass of text is ruled by a system parameter with a default setting set to maximum, 8,000 characters, and
• values for contact data keys.

Records in a guide can be added, removed, changed, as well as confirmed, or rolled back.

A record is initially marked with New, Changed, or Deleted status. A record must be confirmed before it can be enabled. No status is provided for confirmed records. To roll back a record with New, Changed or Deleted status, you undo the action that gave the record that status. Rollback is described in section The information Guide window.

Texts and hyper links

When searching for records, you first see a list of headers. If this header list only contains on record, the text is displayed immediately to the agent. If this one record in the list has a URL, a hyper link on the first text line, the belonging registered application will open automatically. Some examples:

• A link to a web page, such as http://www.telia.se, opens the web browser in your computer.
• A link pointing out a folder on a shared network, such as \\se5401.golfdesk.se\Team30\Usermanuals\, opens up your computer’s explorer function.

If the hyper link is not located in the first line in the only existing record, or if there are more than one record in the search result, the associated application is not opened until the agent clicks on the link.

If you paste texts where a hyper link contains blanks, or with surrounding characters, such as commas, and full stops, you can separate the real link using square brackets < >.