ACE Interact main view

Read messages, if not fully displayed click on it. Close message by clicking on OK.

Systems information.
Message from administrator.
Message from another agent

See your status, such as

Ready
Paused
Call
Wrap-up. If there is a plus button you can extend the ongoing wrap-up time.

Activate to start accepting contacts or Pause to stop the routing of contacts to you. See Activate to start working.

Select Work level

Get contacts from queues
Be available for enquiry only
Own work. No contacts are routed to you

Menu with support functions

Queue status

See which queues you are able to serve, including number of contacts in queue and manning status.

See Queue status.

Search/Call

Write a phone number to call, or search for groups to make enquiry calls to and transfer contact's to.

See Search and call and Assistance - Enquire or transfer.

Waiting lists

Pick contacts from a list showing content from all the waiting lists you are able to serve.

See Pick contacts from waiting lists .

Interactions

Search for a person and see all interactions with this customer, regardless of media.

See Interactions in ACE Interact.

Statistics today

See what you have done via ACE Interact and ACE Agent, so far during the day.

See Statistics today

ACE Knowledge

Open the self learning knowledge base for questions and answers.

See The smart FAQ - ACE Knowledge.

New chat card

Prepare handling multiple simultaneous chats, by opening empty chat cards.

See Chat in ACE Interact.

Write sms

Sms can be written at any time, regardless of you status.

See SMS in ACE Interact.

Compose email

Write an email not related to an incoming contact.

See Email in ACE Interact.

Create callback

Create a callback to be called later.

See Create callback.

Book appointment

Book an appointment to get a pre-set reserved duration time for a callback call.

See Book Callback appointment in ACE Interact .

Client settings

Choose if to accept contacts automatically, add an email signature, change language and password etc.

Can also be configured centrally, via ACE Admin, as described in ACE Agent default settings.

Keyboard shortcuts

The list of shortcut commands, as seen in Keyboard shortcuts.

Transfer logfile

Saves logged events to a server, for error tracing. See Transfer log file from ACE Interact.

Help

Opens the Telia ACE online help.

Logout

Do not close the web browser tab or window to exit ACE Interact. You may be abandoning customers, as contacts are routed to you until you are completely logged out.

The work flow area e.g. for handling of contacts in progress. Both parked and active contacts.

For each contact, buttons offer various functions depending on contact status, such as End, Alternate, Conference, Retrieve, Transfer and Resume after parking.

Click on Show more contact data to view and edit contact data.

The support functions' area. Here with Queue status.