Digital First Omnichannel in MAX
When your organization uses Digital First Omnichannel, you can interact with contacts using digital Any channel, contact, or skill associated with Digital First Omnichannel.channels A way for contacts and agents to interact, such as voice, email, chat, social media, and so on. from within MAX. Digital channels include:
- Social channels like Facebook, Twitter, and LinkedIn.
- Messaging channels Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger like WhatsApp, Apple Messages for Business, Twitter DM, and Facebook Messenger.
- Live chat Agents and contacts interact on a real-time basis, chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply, SMS (text) messaging, and email.
Messages from these channels may be direct messages, posts A social media thread stems from one original post. A post can result in multiple threads from various contacts., comments on posts, mentions, attachments, likes, and so forth. The specific channels and kind of messages you handle will depend on the digital Any channel, contact, or skill associated with Digital First Omnichannel. and social media Public social media interactions, such as on Facebook or Twitter that your organization uses. It will also depend on the routing queues The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. you're assigned to.
When you're set up to handle digital interactions, also known as cases, you'll see a digital inbox in MAX. The digital inbox is where you handle all of your digital interactions. You can handle cases from multiple channels at the same time, all using the same digital inbox. You may be able to handle calls and cases at the same time in MAX, depending on how your administrator has configured CXone.
Digital Inbox in MAX
In the digital inbox, you can handle all the cases assigned to you. To open the digital inbox, click Digital Channels on the left.
|Phone tools (not shown)||When you handle a call while working cases, the MAX voice options appear in a toolbar at the top of the screen.|
The workspace header includes:
The Assignment Panel includes:
|Active Case Details||
When you click a case tile, you can see details for that case. This lets you review all the messages and notes associated with the case so you can handle the interaction with confidence.
At the top of the case, a number of icons may appear to give you additional information. Hover over the icon for more information about each one.
|Case Handling Options||
You have three case handling options in this area: reply to a message, add a note, or send a drafted response through an approval process. You can also see the case's current SLA status, expressed in FRT First response time, ST Resolution time, sometimes called solution time, or both. The red part of the bar shows how much of the allowable amount of time has passed. The gray part shows how much of the allowable time to respond or resolve the case remains.
The Customer tab (more commonly known as the customer card) displays general information about the contact. The History tab displays a log of all actions taken in regard to the open case.
The condensed view of the customer card shows the contact's photo, name, and the following metrics:
This view shows icons for the various social channels Public social media interactions, such as on Facebook or Twitter associated with the customer. When you click an icon, the social media platform opens to the contact's account.
When you click Detail, you see a full history of communication with the contact and more contact information, such as email address and phone number. The detailed customer card shows the full history of conversations with the contact from all platforms, notes written by agents who have interacted with the contact, and additional metrics. These metrics include the total number of messages or posts marked with positive, neutral, and negative sentiment, the number of people the contact is following on social media, and the number of people following the contact on social media.
From the detailed customer card, you can add, edit, and delete notes, and use the social media icons to open the contact's profile on the respective platforms.
|Knowledge Base||Access quick replies to insert frequently used responses in your reply. This is how you send forms or payment requests, if your administrator has configured them.|
The audio and visual notifications in MAX work for your digital workspace, too. When you enable these notifications, they will provide you alerts about your digital contacts when you're working in the digital inbox.