Zylinc Contact Center

Zylinc Contact Center automatically distributes incoming calls from your organization’s queues to relevant agents. Contact Center can also distribute inquiries from chat and e-mail queues.

Contact Center helps agents resolve most inquiries themselves. This way, relatively few calls need to be transferred, but when you need to transfer an inquiry, it's easy to do so.

Each agent has an overview of all queues as well as an overview of other agents who are online. You get this overview, and you answer inquiries, in the small Contact Center window:

Use the top part of the window to control your status.
Use the middle part to handle calls in progress.
Use the Queues, Channels, and Agents tabs in the bottom part of the window to get an overview of queues, other agents, and information about your current inquiry as well as your past calls. When you receive an incoming call, chat inquiry, or e-mail inquiry, you answer it on the Channels tab.

Like all Zylinc desktop programs, Contact Center also gives you an overview of employees and resources in your organization, and it also includes features like search and phone messages.

You get the employee overview, and use search and other features, in an additional Time window that you can simply hide when you don't need it (see Structure of the Zylinc client).

The status bar in the upper part of the window shows your status:

  

You're idle. That means that you're ready to receive inquiries.

 

When you're offered a call or other inquiry, you become busy. Your status may also change to busy if you become busy elsewhere, for example on your office phone.

 

When you end a call, you go into wrapup. That's a status that gives you time to finish paperwork or other things related to the call before you're offered the next call. Wrapup only applies for calls; not for chat or e-mail inquiries.

 

You're idle and standby. You'll only get inquiries if the queue situation gets critical.

 

You've changed status to inactive, and you'll not receive incoming inquiries.

 

If you miss an inquiry, or you have connectivity issues, your status changes to unreachable.

 

You're offline. When you're offline, you can't view queues and agents, and you can't answer inquiries.

If you lock your computer, for example with the +L key combination, your status may automatically change to inactive. When that's the case, you must manually change you status to active after you've unlocked your computer again.

Whether or not your status changes to inactive is controlled by this setting: File > Settings > Interface > Switch > Behavior > Set agent inactive when Windows is locked.

To change your overall status, click the buttons above the status bar:

  • Active / Inactive: When you're active, you can receive incoming calls, chat inquiries, and e-mail inquiries, and you can make outgoing calls. When you're inactive , you'll not receive any incoming inquiries, but you can still make outgoing calls.

    Always verify with your colleagues before you change your status away from active: If you're the last agent in active status, and you then change your status to inactive or offline, the queue may automatically close, because there's no one left to answer calls. Ask your Zylinc administrator if you're in doubt.

  • Enter Standby / Leave Standby: When you're standby , you'll only receive inquiries if ...

    • there are too many inquiries in a queue
    • an inquiry has waited in queue for too long
    • there are no active agents who subscribe to the queue

    If you've been standby, and you begin to receive inquiries from a queue, you've become active on that queue. The specific thresholds that determine when standby agents are needed on a queue depend on the configuration of each queue.

When you change your overall status from active to either inactive or standby, you may be asked for a reason. This lets your colleagues know why you changed your status.

If something goes wrong, the system can change your status to either unreachable or offline:

  • Unreachable: Your status will automatically change to unreachable if you don't answer an incoming inquiry, or if your telephone has connection issues. While you have this status, you'll not receive inquiries.

    When your status is changed to unreachable, you get a warning window in which you can change your status to active or inactive. If you don't select anything, the system may automatically change your status to active or offline after a while, if your organization has set that up.

    Standby agents will not be activated while you're unreachable. If you need a longer break, you should change your status to inactive so that you don't become unreachable.

  • Offline: If your connection to the system is lost, your status will automatically change to offline . If this happens, all your agent features are disabled, so you can't view inquiries, queues, and agents, you can't make outgoing calls, and other agents can't view you.

    If you become offline while you have an active call, your agent phone determines whether the call is lost or kept alive. Note that features in the Time window may remain available, even when you're offline.

For step-by-step information about how to answer and handle calls, see Handle calls in Zylinc Contact Center.

For similar information about how to handle e-mail and chat inquiries, see Handle chat inquiries in Zylinc Contact Center and Handle e-mail inquiries in Zylinc Contact Center.

To get an overview of all agents who are online, select the Agents tab.

You can view the status and personal queue for each online agent. Information about yourself always appears first.

You can view agents' status based on colors:

Idle (that is ready to answer inquiries)

Busy

In wrapup

Standby

Inactive

Unreachable

You can view agents' modes based on icons:

Agent uses desktop version of Zylinc, and manually selects which inquiries to answer (this is an option in some Zylinc products)

Agent uses desktop version of Zylinc, and automatically gets inquiries

Agent uses mobile version of Zylinc

Agent works in Follow Me mode, where calls to the agent are forwarded to another number (this is an option in some Zylinc products)

You can filter the agents so that you only view relevant agents: In the top part of the Agents tab, select either ...

  • All agents

  • Active agents: Only display agents who are active or standby

  • Agents on my queues: Only display agents who subscribe to at least one queue that you also subscribe to

  • Agents on my queues - Active: Only display agents who are active or standby, and who subscribe to at least one queue that you also subscribe to

  • Inactive agents: Only display inactive agents

Your organization may not use all of the filters.

When you receive an incoming call, chat inquiry, or e-mail inquiry, you answer it on the Channels tab.

In the example, the incoming inquiry is a chat session.

Depending on your organization's setup, you may see these options when you get an inquiry:

View inquiry's history

Look up details about the inquirer in a third-party system

On the Channels tab, you can also view other information about your current inquiry, such as the priority of the person who makes the inquiry. In the example illustration, the inquirer's priority is 6.

To view the situation on your organization's queues, select the Queues tab.

Queues can be divided into two: The ones that you receive inquiries from, and the ones that you don't receive inquiries from. When you receive inquiries from a queue, you're said to subscribe to that queue.

If you don't receive inquiries from a queue, there are two possible explanations: Either you've actively chosen not to subscribe to it (and hence not receive inquiries from that queue), or you simply can't subscribe to it.

Queue that you can't subscribe to

Queue that you don't subscribe to

Queue that you subscribe to

To subscribe to a queue on the Queues tab, place your pointer over the icon, and then select the queue so that the icon changes to .

Remember that if a queue has the symbol, you can't subscribe to it.

If you want to select multiple queues for subscription, click in the top part of the Queues tab.

If you don't see the , you don't have rights to select the queues yourself.

Your Zylinc administrator may have made you permanently standby on other queues than the ones that you're able to select.

On the Queues tab you can view graphical representations of queues and the agents that subscribe to them.

The person icon next to each queue indicates whether you receive inquiries from the queue. means that you can receive inquiries, because you subscribe to the queue. means that you'll not receive inquiries, because you don't subscribe to the queue. means that you can't receive inquiries from the queue.

If you change your status to inactive, the person icons will keep their status. This way, you'll know which queues you'll receive inquiries from, when you change your status back to active or standby.

For each queue you can view ...

  • General information about the queue (such as queue type and service goal) if you place your pointer over the queue name:

  • The number of agents who subscribe to the queue.

  • The number of inquiries that wait in the queue:

    You can determine how long inquiries have waited based on colors:

    Acceptable

    Waiting time has exceeded the service goal of the queue

    To view queue waiting time, place your pointer over the waiting inquiries indicator:

  • The status of agents who subscribe to the queue. If many agents subscribe, you'll see an agent summary instead of individual agent icons. You can view agents' status based on colors:

    Idle (that is ready to answer calls)

    Busy

    In wrapup

    Standby

    Inactive

    Unreachable

    When standby agents become needed, they're displayed among the other agents on the queue, like in this example where the standby agent became needed when the only active agent went offline:

    To view information about individual agents on a queue, place your pointer to the left of the queue name, and then click the small triangle.

Some organizations use colors to identify their queues. When that's the case, you can view the queue color to the left of the queue name.

Your personal queues overview (My queues) shows how many inquiries wait specifically for you. Inquiries can end up in your personal queue if ...

  • another agent transfers an inquiry to you

  • one of your transfers fails

  • your system is set up to offer new inquiries this way

  • someone calls your agent phone

When you have inquiries that wait for you in your personal queue, you'll not receive inquiries from other queues until you've answered all of the inquiries that wait in your personal queue. If you don't view the Queues tab while inquiries wait for you in your personal queue, the top of the Queues tab will change color to attract your attention.

You can filter the queues so that you only view relevant queues: In the top part of the Queues tab, select either ...

  • All queues

  • All open queues

  • My queues: Only display queues that you can receive inquiries from. This can include queues that you subscribe to as well as queues that you don't subscribe to.

  • Subscribed queues: Only display queues that you subscribe to. If you're standby, this filter will display the queues that you'll receive inquiries from if the queue situation becomes critical.

Your organization may not use all of the filters.

To search for a particular queue on the Queues tab, click .

If you want to view the content more then one of the overview tabs at the same time, drag the required tabs out of the Contact Center window. This way the tabs will become separate windows.

To restore the separate windows back to tabs, simply close them.

Your organization can display short, internal messages at the bottom of the Contact Center window.

It's possible to view up to two messages at a time. If there are more than two messages, they're displayed one after the other and then repeated. If you don't want to wait for the next message, click the current message to go to the next message.

If you want to hide the messages, click the minus icon . If you hide messages this way, and a new message arrives, the new message is automatically displayed.

You can't write such messages yourself. It's your Zylinc administrator who writes and publishes them.

Quick reference

The Zylinc sales team has vast experience with multi-channel contact center solutions of all sizes, for all types of organizations.

They'll be happy to help you assess your needs and recommend the right implementation for you.

Contact the Zylinc sales team on info@zylinc.com, call them on +45 7023 2328, or chat with them on www.zylinc.com.