Handling Inbound Calls

Unlike other conversations, inbound voice calls are always routed to your Task list one at a time. If you are already busy on a call, new inbound voice conversations are routed to the next available agent, or wait in the queue if everybody is busy.

Information in this article is also available in the Graia CcaaS Academy video below.

Answer an inbound call

  1. A new incoming call appears in the Task list.

  2. Accept the call:

    • The system is also ringing your voice application – Microsoft Teams or other – that opens its own call answer window on you screen.

    • Answer the call using your voice application, e.g. by clicking the blue pick-up button in Microsoft Teams.

    • WebRTC-enabled agents need to click the green checkmark in the call interface to accept a call.

  3. You are now connected to the customer.

Answer inbound call on mobile agent

Note that you can not log on to both the standard and the Mobile Agent web applications. Therefore you can either take inbound calls in one or the other website.

  1. In case you set your state to Available in the Mobile Agent application, the system will dial your mobile number—configured by your Supervisor—as soon as an inbound customer call lands in a queue you are associated with.

  2. Your mobile phone rings as the system dialled your mobile number. Depending on your Supervisor's configuration the caller ID shows the original customer's phone number, if available.

  3. Pick up the call with your phone's call control application just as you would do with any other call. The web browser application with the Mobile Agent website is put in the background.

  4. Talk to the customer. If the web browser app is brought forward during the call, the Mobile Agent website presents an Active Call screen with the duration of your call. There are no call control, agent state change, or any other controls during an ongoing call.

  5. When appropriate, disconnect your call using the phone's native call control application.

  6. If in the background, bring forward the web browser application with the Mobile Agent website. It again shows you being Available for an upcoming call.

Note

Among other things, the Mobile Agent website does not provide pending break, task closure and wrapup functionalities.

Redirect on no answer

Your administrator can configure a ringing expiry time for inbound call tasks arriving to you. Would you fail to answer these calls within this time period, the call will be taken back to the queue it came from, and your agent state will be RONA break.

Use the call controls

When speaking with a customer, use the Agent application's call control buttons to put them on hold, mute and un-mute your microphone, or perform call collaboration activities like consultation, transfer, etc.

Note

If you are using an external voice system (not ours), then apart from the initial call pick-up, you do not use the call control features of your voice application (Microsoft Teams or other) to manage contact centre calls.

Place customer on hold

Use the Hold button to place a customer on hold. The system plays pre-configured messages or music to them, they won't hear you. The background color of the Call interface changes from blue to orange.

Release from hold

Use the Resume button to release the customer from hold so you can talk to them once again.

Mute microphone

Mute your microphone with the Mute button. Select again to un-mute.

Use translation and transcription

When enabled, and the customer in your call speaks a language that is different fom the ones you are fluent in, the system can perform a real-time voice translation for you. Your supervisors set the system to know your fluent languages.

You notice it being active as the customer's native speech is played in a lower volume, while you also hear a translated version in a higher volume, using a synthesized voice. The work area also presents a Transcript button and a Translation enabled text.

  1. Click the Transcript button in the call control group to manage the translation settings and to see a real-time textual transcription of both the customer's speech translated to your language (left), as well as yours (right).

    • Alter the Customer Voice Volume to change how loud you hear the native customer voice. Note that while the translation feature is active, you can not silence the translated synthetic customer voice with a higher volume setting of the original customer voice.

    • Toggle the translated audio of the customer speech on or off through the Hear translated voice toggle. This setting can be enforced by your supervisor, in which case, you will no longer see this option and the translated audio of the customer speech will be turned off.

    • Control the translation and transcription feature with the Enable Translation toggle. When disabled, no translation will occur and you can carry on talking to the customer using whatever language you both agree on. Note that the text transcription stops as well.

    • Observe the overall, average Confidence Level of the translation function. This thermometer changes as your conversation progresses. You can also see the confidence level of the individual customer translation next to each customer side speech transcript item by hovering your mouse over them at the right side of the dialogue transcript panel. The confidence level of the system's ability to recognize your speech is printed next to your transcripts at the right.

In general, the confidence level depends on the customer's and your voice quality, e.g. amount of background noise, their (and your) speaking habits and speed and central translation configurations your administrators set.

Note that while the transcription is active, you need to speak the language your supervisors configured as your fluent skill.

Use Agent Assist functions

When configured, the system can offer you various assistance services to help you with your customer conversations in live translated conversations or inbound vouce calls. These are AI based features that provide advanced context-aware help.

Type messages to the customer

In case you need to speak specific details or data verbatim, or to aid translation in complex or challenging contexts and environments, you can type your message in the Send message to the customer field at the bottom of your task area for the system to translate it from your language to the customer's and utter to them. This feature is only available for translated calls.

Suggested answers

Your supervisors can configure the system to analyze your ongoing voice dialogue with the customer and have it offer up standardized responses relevant for the actual context. These suggested answers are available for translated calls as well as inbound calls.

If enabled, such suggested responses show up at the bottom of your voice task area.

  1. Clicking the system offered text will utter it to the customer, during a translated call. For a non translated call, the agent will read the answer to the customer instead.

  2. Click Edit to update the text before sending it.

  3. Click the close X icon at its top right corner to remove the suggested answer.

Quick responses

If available, you can ask the system to speak certain phrases relevant for specific frequently occurring situations, like when you need to have the customer to hold the line while you process the collected information, or look up something that takes a bit of time, etc. Quick responses show up as short labels or titles descriptive of the situation you might wish to use them, such as "Request details", "Wait", "Apologies", etc. The system offers 3 of these responses, but they are all created by your supervisors. This feature is only available for translated calls.

  1. If hidden, click the blue (+) icon at the bottom of the task area, near the Send message to the customer text field and click Show quick responses to have them show up.

  2. Click the desired Quick Response to have the system utter properly phrased sentences for the given situation.

Update Customer details

You may add or update the customer's details during your call. The Customer Data panel shows the customer details on the right side of the work area.

  1. Click the Edit Customer button.

  2. Modify the customer record fields as needed. Some fields are read-only.

  3. Save the customer record.

See Managing Customer Details chapters for further details.

Close the conversation

  1. Click the Drop call button to close the voice conversation.

  2. If the customer leaves the call first, then the conversation ends automatically.

  3. Your voice task is still open, and is now in the wrap-up state.

    If your administrator configured a wrap-up timer, then you have a limited amount of time to close the task by hand, otherwise the system will do this for you after a while, but it will not select a Completion code or add Notes.

Close the task

  1. Select the task in the Task list so the Task manager panel slides open. It might have already been opened for you.

  2. Select a Completion code.

  3. Optionally enter a Note.

  4. Close the task with the button at the bottom.