iService—Screenshots

Submitting Service Requests With Automatic Forms

In addition to managing inbound email, iService provides a complete solution for capturing requests via automatically generated web forms. These forms can include an unlimited number of custom properties associated with each topical area of the system.

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The Ask a Question Screen

In this example, a user is submitting a request to the HR department to coordinate interviews for three candidates. Since the topic selected was the Interviewing topic within the human resources site, the custom property of "Department" was requested. An unlimited number of attachments can be submitted with questions.

Managing Email Responses

Agents have access to a wealth of resources for providing email response management. The screens below provide a view of some of the more common scenarios.

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My Message Inbox

Messages are typically assigned using a skills-based routing approach that is consistent with contact center best practices. The message inbox provides a very intuitive interface that is simple to use, yet extremely powerful. Agents have direct access to single-click responses, secure messaging capabilities, SPAM management, complete interaction history for the contact, and a wealth of other features.

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Message Queue Search

Agents can search for interactions using a broad range of attributes such as subject, body, assigned agent, or any custom interaction property.

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Supervisor View of Messages

iService provides managers a complete view of all unanswered interactions in the business segments to which they have access. Managers can "drill down" into the message queues and take actions on multiple messages at once.

Managing Customer Information

The customer relationship management aspects of iService can be easily customized. Information from other systems can be easily integrated into a single view within iService through the iService Web Services API.

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Searching Contact Information

The advanced search features allow agents to search on nearly every field associated with contacts, including any custom contact properties. Results are automatically limited to the business segments to which the agent is granted access.

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Contact Summary

The Contact Summary page is completely configurable, and provides a quick overview for each contact. It makes an excellent screen to use for screen pops on incoming calls.

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Contact Details

In addition to standard contact information, each business segment can create its own custom properties. For instance, the HR department in this example uses a "department" field to track information about employees.

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Contact History

iService automatically maintains a complete history of every interaction. Related conversations are stored in message threads that show the back and forth interaction including emails, agent notes, and tickets created.

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Creating Tickets

Agents can create tickets on behalf of contacts that are routed and managed using the same rules as incoming email or contact submitted forms.

Administering And Configuring Sites

All aspects of the iService system are administered through its intuitive web interface.

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Contact Summary Admin Page

A contact summary page is available for every contact in the system. This page is often used for CTI integration within the contact center.

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Agent Settings Admin Page

All aspects of the system, such as creating agents and managing their access, are handled through a simple-to-use web interface.

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Creating Custom Interaction Properties

Each business segment can have an unlimited number of custom properties that can be associated with their message topics. This information is then requested from the customer whenever a question is submitted to the topic.