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HERMES.NET TRAINING

HERMES.NET TRAINING. Inbound Campaign. HERMES.NET Training – Inbound Campaign. Know how to create and assemble your inbound campaigns step by step, using all of the distribution intelligence of inbound contacts from Hermes.net, regardless of the media: telephone, e-mail, chat, fax.

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HERMES.NET TRAINING

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  1. HERMES.NET TRAINING Inbound Campaign

  2. HERMES.NET Training – Inbound Campaign Know how to create and assemble your inbound campaigns step by step, using all of the distribution intelligence of inbound contacts from Hermes.net, regardless of the media: telephone, e-mail, chat, fax. Level: Introduction Duration: 6 hours Prerequisites: operational client site or demonstration environment Validation: knowledge check OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE About this course Objectives • This course comprises: • A self-training course • Practical advice on identifying the possible causes of errors in setting parameters or actions taken and knowing the corrective actions to take • Exercises at the end of each sequence to check what has been learned • A knowledge test, suggested at the end of the course, to enable you to identify your strong points and points to improve • At the end of this course, you will be able to perform the following tasks: • The standard actions in configuring an inbound campaign for calls, e-mails and chats: • Manage queues • Assign agents and skills • Manage opening hours • Customize and manage welcome messages • Manage handling priorities, overload strategies • Work in media blending • Etc.

  3. The major steps in creating an inbound campaign irrespective of the medium • Creation of the queue (if necessary) • Creation of the campaign and choice of parameters • Creation or assignment of an agent account and supervisor and an agent group (if necessary) • Creation or assignment of the work and holidays planning • Definition of answer templates and/or attachments and/or voice messages • Configuration of statuses • Final view of the campaign summary 1 OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 2 3 4 5 6 7

  4. Setting the parameters for an inbound calls campaign (1/13) • Assign a DID (already created in the Root) for a campaign • The following window shows the inbound campaigns defined in the system. The list of inbound campaigns shows all campaigns for this site. • The DID column contains the campaign’s unique identifier (1). • You can only create a campaign if at least one DID is defined and available on the system. • Unassigned DIDs are indicated in the DID list. • The “Campaign Summary” action button can quickly display missing or poorly defined elements which result in campaign malfunctioning (2). OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  5. Setting the parameters for an inbound calls campaign (2/13) • Queues are a mandatory component of the inbound campaign because, on Hermes.Net, agents are assigned to queues which are themselves assigned to campaigns. • Manage the various queues, used for the “Incoming Media” (calls, e-mail or chat) under the sub-menu “Queue management.” • All required queues must be defined here. • The window shows the list of queues defined on the system. It contains a unique three-digit ID (starting with the value 500) and the name repeated in the Description (1). • The description is repeated in the information portion (2). This description also appears during the agent configuration. Above all, the information portion shows all campaigns to which a specific queue is attached. By clicking the queue in the “information" portion, you will be taken to the campaign to which this queue is linked. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  6. Setting the parameters for an inbound calls campaign (3/13) • Once you have selected/created a campaign, the “General” tab will display the queues defined in the system and allow the administrator to select (1) the queue that calls must join on entering the campaign. • You can also automatically record the conversations received on your campaign with the “Auto records” field (depending on call status; see pages 14 and 15). •  The action button to the right of the line allows you to stipulate the recording criteria. • The “IVR script” field (2) indicates the path to the IVR used in this campaign (file with .onc extension). • Using the associated action button, list files of the same type in a specific folder on the server defined during the configuration. Files found are displayed in a tree diagram. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  7. Setting the parameters for an inbound calls campaign (4/13) • The “Customer management” tab enables you to select: • The agent’s script for the campaign • The statuses defined ahead of the campaign • The campaign address book and planning defined in the “Agenda & CRM” menu. • “Export data from client file and statistics database” is used to select data from the tables used by the campaign script and statistics databases. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  8. Setting the parameters for an inbound calls campaign (5/13) • Under the “Messages” tab, define the various audio files played during a call on-hold, as well as the audio file the agent can hear when you receive a call. • If you do not want to define a specific voice message, simply leave these fields empty • The button displays all of the audio files (.wav) on the ACD server. Files found are displayed in a tree diagram. • The button is used to select the file from an Explorer window. Once selected, the file is placed on the server that contains the ACD in one of the campaign folders. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  9. Setting the parameters for an inbound calls campaign (6/13) • Under the “Messages” tab, set the parameters for the various voice messages. • The following list enables you to understand the various criteria: • Welcome (pre-pickup): the voice message will be played when a call arrives in the queue. • Expected wait: the message played indicates the approximate waiting time before the call is handled. This message is generally something like “The waiting time is,” followed by a message automatically generated by the system. • Wait: the message or music played when a call is waiting in the queue. • Agent: the message that the agent hears when receiving a call. This must be a very short file, generally a sound, because the call will already be connected. • Interactive menu: an audio file or IVR script that offers the client the possibility of leaving the queue and being transferred to the selected “overflow procedure” as configured in the “Overflow” tab. When the message, indicated in the “Menu” field is played, the client need only press the number “1” on the phone keypad to be redirected to the overflow procedure. • Interval between expected wait announce: the time for the “Menu” message in the interactive menu to be replayed. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  10. Setting the parameters for an inbound calls campaign (7/13) • Under the “Opening” tab, define the campaign calendar, as well as the voice messages (Normal closing) that are played when a call is received outside the hours stipulated in the group. • You can also define the emergency message here (Abnormal closing). • The following list enables you to understand the various criteria for the tab: • Service hours: displays a list of all the “Opening hours” groups. The service hours groups are defined in the Incoming Media menu. • Holidays plan: to define the closing hours schedule. • Once you have defined the service’s opening hours, you can configure the audio files to play during the closing hours. • Normal closing: indicates the message that will be played when the call centre is closed. • Abnormal closing: indicates the message to play during an emergency. If no agent is connected to the system, but the campaign is open, all inbound calls in the campaign will hear the “abnormal closing” message. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  11. Setting the parameters for an inbound calls campaign (8/13) • Under the “Overflow” tab, define the overflow strategy and conditions for activating the overflow. • The overflow is simply a means of taking calls that cannot be handled in time because all the agents are occupied. • The Conditions are used to configure activation of the overflow. Three parameters are taken into consideration and when one of them is met, the system redirects the call to the overflow procedure. • Wait time: the first condition for sending the call to overflow is the expected “Wait time” (in seconds) in the queue. The call will be placed in overflow immediately after the entering the queue if the expected wait time for this queue exceeds the value indicated in this field. • Wait loops: sends the call to overflow when the maximum number of wait loops have been played. A loop is the addition of the following messages (as applicable) under the “Messages” tab: Expected wait + Wait + Interactive menu • Channel: represents the maximum number of calls that can be handled simultaneously for this specific campaign. All calls exceeding this value are rerouted to the overflow procedure. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  12. Setting the parameters for an inbound calls campaign (9/13) • Select the available options for the overflow strategy in the “Mode” field. • “Dissuasion message/IVR” mode • This is the simplest strategy, playing an audio file or executing an IVR script. The Messages/Script field indicates the name of the file selected. • “Rerouting” mode • This mode is used to reroute the call to another destination. • Rerouting phone number: enter here the phone number to which the call should be transferred. • Wait message during rerouting: is used to indicate the voice message that will be played to the client during the rerouting. • Rerouting failure message: indicates the voice message played in the case that the call cannot reach the destination number due to technical problems (network breakdown, all lines are busy …) • “Enter phone No.” (callback) mode • During this overflow procedure, the client is asked to enter a phone number using the DTMF keys on the telephone keypad. When the number is confirmed, it is recorded for automatic callback. The ACD (Automatic Call Distribution) server will call this number at a quieter time of the day (less wait time in the file), and will present this call to an agent able to answer calls for this particular campaign. • “Voice Mail” mode • This mode enables the client to leave a voice message that can be found in the Incoming Media menu/Voice messages. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  13. Setting the parameters for an inbound calls campaign (10/13) • Under the “Skills” tab, define the parameters of the profile that an agent must have in order to receive calls on this campaign. • The inbound calls for this campaign will automatically receive the profile defined here. Each cursor indicates the level of a specific profile (1). OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  14. Setting the parameters for an inbound calls campaign (11/13) • Click the action button to see the campaign summary. Use it to execute a diagnostic on the selected campaign and to obtain a graphic view of components that can be changed or added before the campaign can be started. • In the title bar of each frame, a symbol indicates the status of the diagnostic: • A green spot indicates that the elements are correctly configured. • An orange spot means that alert messages have been detected in relation to the elements. The campaign can be launched, but will not function perfectly. • A red spot means that alert messages have been detected in relation to the elements. The campaign cannot be launched. • By clicking in the corner of a frame, you directly access the configuration window of the frame element in question. • If you leave the Graph View of the Campaign open, the changes made to the campaign being diagnosed are analyzed directly and reflected in the graph view in real time. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  15. Prioritization and overflow: illustration CAMPAIGN #1 Inbound calls on XX XXXX 12 01 CAMPAIGN #2 Inbound calls on XX XXXX 12 02 CAMPAIGN #3 Inbound calls on XX XXXX 12 03 OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE DID #1 1201 DID #2 1202 DID #3 1203 Overflow if Wait or Loops or Channels > set limits Queue 500 Queue 501 Agent Group #2 Agent Group #1 (with possibility of managing the priorities between campaigns 1 and 2) Overflow provider

  16. Setting the parameters for an inbound calls campaign (12/13) • Create a call status group • They will be recorded on the “Onstatus” database and used in the Supervision and Reports modules. • Number: Each call status group is identified by a unique number between 0 and 99. The 0 value is reserved for the call status group that can be used in all campaigns. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  17. Setting the parameters for an inbound calls campaign (13/13) • The “General” tab allows the administrator to enter a quick description of the current call status group and assign a currency that can be used later to estimate traffic costs. • Create call statuses under the “Call status” tab • By clicking , a window appears in which you can add new call status details. • Each status is classified by category (Positive, Argued, Not argued) which will feed the agents’ statistics. • You can create your own customized statuses and use the system's descriptions (Answering machine, Absent …) • It is possible to create sub-statuses under each status to further refine the statistics. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  18. Setting the parameters for an inbound e-mail campaign (1/13) • Display the list of inbound e-mail campaigns defined in the system by the e-mail campaign configuration sub-menu. • All the defined campaigns for the site are displayed (1). • For the creation of an E-mail campaign, a short and long name for the campaign must be entered. Choose a connection name from the Database list and a new table will be created in this database, with a name based on the campaign name. This table will be used to store the content of the campaign’s e-mails (2). OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 2

  19. Setting the parameters for an inbound e-mail campaign (2/13) • Under the “General” tab, define the queues defined in the system in order to choose the default queue to which this campaign’s e-mails will be rerouted. • The “Agenda planning” field is used to define an “Agenda” for the campaign. The agenda is created using the agenda option of the “Agenda & CRM” menu. • The “Distribution rules” field is used to choose a profile for answering the e-mail received. • The “Address book” field is used to connect an “Address book” created in the “Agenda & CRM” menu of the Administration module. This address book will be visible to the agent when a new appointment is created by using the “Agenda” interface integrated into the page of the script used in this campaign. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  20. Setting the parameters for an inbound e-mail campaign (3/13) • Under the “Account” tab, define the e-mail server connection information.  • Fill out the various criteria based on the following elements: • Type of server: used to choose the type of server between IMAP, POP, Database and Plugin. The first two types of server are used to connect e-mail servers directly, and the last two are completely different (Database and Plugin detailed on the following slide). • Check for new messages every X seconds: used to specify the time interval between two new inbound checks. • Inbound mailbox (IMAP only): indicates here the name of the reception box used (“INBOX” by default for Exchange servers). • E-mail undertaking action: indicates which action will be performed on new e-mails when they are handled by the system: considered as read, deleted or moved to another folder (a new box appears in which to enter the name of this file). • See next page for the continuation OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  21. Setting the parameters for an inbound e-mail campaign (4/13) • Server type • The database mode used to recover e-mails uses the following parameters: • E-mail database connection string: location of the database (UDL format) • Source table (or request): Name of the table containing the e-mail archives or complete request used to obtain the next e-mail. • Indice: Name of the column used as the e-mail unique identifier. • “Read” field (or update request): name of the column to update when a record (e-mail) is handled or when a complete update request must be executed to indicate a record as “handled”. • Conversion template: text file used to map database columns to the e-mail fields. • Plugin mode • Plugin mode uses the Plugin parameter to identify the specific module used to recover the e-mails. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  22. Setting the parameters for an inbound e-mail campaign (5/13) • Under the “Answers” tab, define all the templates used by the campaign • Fill out the various criteria based on the following elements: • Reply-to address: the address used for answer e-mails. Remember to fill out this field, otherwise the remainder of the Agent e-mail interface will give an error when the agent tries to send an answer. • Automatic answer: specifies the module used to construct the automatic answer to e-mails received • Answer template: this list is used to choose an answer template that will be automatically placed in the electronic answer. This formatted answer can be changed by the agent before sending. • Predefined answers: this list offers sets of defined answers in the “Predefined answers” screen, as described in the “Predefined answers” section. This field is used to choose a set of predefined sentences that will be available to the agent for filling out an answer e-mail. • Attachments: this list suggests sets of documents defined on the “Attachments” screen as described in the “Attachments” section on the page. These documents are offered to agents for attaching to electronic answers. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  23. Setting the parameters for an inbound e-mail campaign (6/13) • Under the “Opening” tab, choose the service hours that apply to the campaign in question, as well as the answer templates to send when an e-mail arrives at closing time. • You can also define the abnormal closing reply here. • Fill out the various criteria based on the following elements: • “Service hours” and “Holidays plan”: associate the hours/holidays defined in the “Service hours and Holidays plan” for each campaign. • Normal closing: the template used to construct an answer sent when the call centre is closed based on service hours and normal closing. • Abnormal closing: the template used during closing hours not defined as normal closing hours, but because the agent who must take the e-mail is unable to do so. • If not distributed after ... minutes: indicates the system wait time before considering that we are in an abnormal closing. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  24. Setting the parameters for an inbound e-mail campaign (7/13) • Under the “Skills” tab, set the profile parameters by indicating the minimum skill levels that an agent must have to receive an e-mail. • Each cursor indicates the level of a specific skill. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  25. Setting the parameters for an inbound e-mail campaign (8/13) • Define the sentences that will be displayed on the Agent Mail Interface in the “predefined answers” sub-menu. • The sentences are grouped by category, and the categories are grouped by set. The set is then assigned to the campaign • This window shows all the sets created (1). • To add a sentence, click the action button, and fill out the name, content of the sentence that will be displayed to the agent and use the system’s variables designed for searching the selected value and display the data in the “predefined sentence” (4) • The existing categories in the current set are displayed on the left-hand side (2). • The sentences created in the selected category are displayed on the right-hand side (3) OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 1 3 4 2 3

  26. Setting the parameters for an inbound e-mail campaign (9/13) • Edit E-mail templates to design automatic e-mail answers that will be sent to the recipient in the case of a normal/abnormal closing, during vacations or for each inbound e-mail • The E-mail editor uses similar tools to those of Word. • The name and the subject can be adjusted (1) • “Reply address” is used to choose the e-mail address indicated as “sender”. If this field is left empty, the e-mail address configured under the “Campaign” tab/Account will be displayed to the recipient. (1) • The use of variables is authorized.(2) OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  27. Setting the parameters for an inbound e-mail campaign (10/13) • In the “attachments” sub-menu, define the sets of documents that will be displayed on the agent’s Mail interface for use as an answer. • The list on the upper right side displays all of the sets created. (1) • Once created, the documents can be added to the set by using the second portion of the screen (2). OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  28. Setting the parameters for an inbound e-mail campaign (11/13) • In the “Distribution rules” sub-menu, define the filters to be applied to e-mails received. Depending on these filters, a specific profile will be assigned to an inbound e-mail. • In the example below: a “Technical support” filter is created. There is a rule called “HP” which is applied when the body of the inbound e-mail contains the word “problem”. The e-mails applying this condition will be defined with the maximum HP profile. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  29. Setting the parameters for an inbound e-mail campaign (12/13) • Add a new distribution rule by filling out the various criteria in the following window • The upper portion of the window is used to define the filter condition: • Name: name of the rule • Case sensitive: checkmark this box to indicate that the filter text must be case sensitive • Condition: define here which portion of the inbound e-mail must be filtered: subject, body, header, the to/from/CC field, recipient or any other field. • Next, select the type of comparison to be made: • Start with, ends with, contains or equal to. • And enter the value to be compared in the last field. • The lower portion “Skills” displays the profile cursors. Adjust each cursor to make up the profile in order to correctly distribute the corresponding e-mails. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  30. Setting the parameters for an inbound e-mail campaign (13/13) • In the “Black list” sub-menu, as needed, establish a black list of words in e-mails. • You can define whether the prohibited words must be in the subject of the e-mail, in the body or even in the address. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN CREATING AN INBOUND E-MAILS CAMPAIGN CREATING AN INBOUND CHAT CAMPAIGN "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  31. Setting the parameters for an inbound chat campaign (1/5) • If you have the VMC (Vocalcom Media Center) licence, this window displays the list of inbound chat campaigns defined in the system. • The upper list displays all of the campaigns defined for the site (1). • The various option tabs give you access to the following campaign information (2): • General (3): change the overall configuration of the selected campaign (description, queue, database information and Web scripts, etc.) • Pages URL: configure the websites linked to this campaign • Messages: used to choose the predefined answers, sentences and videos. • Opening: specifies the campaign opening hours. • Skills: define the profile parameters for chat sessions received on this campaign. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 1 2 3

  32. Setting the parameters for an inbound chat campaign (2/5) • Under the “General” tab, set the parameters for the following elements: • “Campaign parameters” is used to make the link with the defined hours and holidays and to define distribution rules in order to choose an answer profile for a chat session received. • “Queues & qualifications” is used to choose the file to which the campaign e-mails will be rerouted by default, the priority in the queue makes it possible to give priority to chat sessions received in this campaign rather than other campaigns (the higher the value, the greater the priority of the chat) and associate statuses. • “Contacts & agent script” is used to associate the scripts, black lists or a predefined planning. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  33. Setting the parameters for an inbound chat campaign (3/5) • The “Messages” tab is used to define all the templates used by the campaign. • For each situation (welcome, closing, Web callback) predefined answers or attachments are possible. • The “Skills” tab is used to define the profile parameters of inbound chat sessions for this campaign. The profile level represents the minimum level required by an agent in order to receive a chat session for this campaign. • Each cursor indicates the level of a specific skill. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  34. Setting the parameters for an inbound chat campaign (4/5) • Click the “Predefined answers” sub-menu to associate predefined answers to each campaign (1) based on the situation which is also predefined (2) (e.g. Product info or recovery of information). • It is the same functioning for the predefined e-mail answers or attachments in the associated sub-menus. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  35. Setting the parameters for an inbound e-mail campaign (5/5) • In the “Black list” sub-menu, as needed, establish a black list of words in chats. • You can define whether the prohibited words must be in the text with the possibility of alerting the supervisors. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  36. Conduct campaigns on different media • For an agent to be able to handle campaigns on different media, it is necessary to activate the “Media blending options” under the “General” tab of the Agent's or Agent group's account OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  37. Get going • The French insurer, FIAM, has broadened its field of activity and will henceforth offer home insurance with three different products—real estate credit, loan insurance and daily life. • It is preparing a major promotion and hopes to create a buzz. To receive requests for information/open contracts, it has set up a phone number per product. The project's success will depend on the ability to properly manage inbound requests. • As administrator, you are asked to set up the campaigns. Set the parameters for the campaigns while being attentive to the key elements: queues, prioritization and overflow. • A few indications: • The calls must be handled by two Agent groups: • A group of senior Agents • A backup Agent group • If the expected wait time exceeds a certain level, which is to be defined, then the client is asked to leave a message in the voicemail or is rerouted to the number of your overflow provider. • Calls concerning the real estate credit product must be handled in priority. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  38. Anticipating potential difficulties (1/3) "What to do in case of …" Complete the following test. OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 1. What should I do in case of an error message when activating a campaign? Restart Hermes.Net Check the Campaign summary Check the phone stations • 2. What should I do if there is no DID available when creating an inbound campaign? Contact my Root administrator to create a DID Create a DID in the Site administration telephony menu Request Vocalcom support to create a DID in the Root • 3. What should I do if "inbound e-mails" and "Web customer care" are shaded gray in the Incoming media menu? Promptly contact Vocalcom support Activate the menus in the Root As needed, purchase VMC licences

  39. Anticipating potential difficulties (2/3) • 4. Your supervisor colleague needs to assign agents to campaigns. Can he/she do so? Of course, by setting the parameters of the variables in the Human Resources menu No, since he/she needs to have Administrator account Yes, by calling Vocalcom support OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 5. The agents are receiving very few calls. What should I check? The lines (contact Vocalcom support) The overflow strategy The parameters set for phone stations • 6. With a small team and numerous calls, what would be a good “Expected wait” time? 100 300 600 • 7. What should I do if clients complain of poor sound quality when listening to welcome messages? Contact Vocalcom support to check the line integrity Check the sound files format Ask for the Proxy in the Root to be restarted

  40. Anticipating potential difficulties (3/3) • 8. What should I do to use my Intranet as a campaign script? I declare the URL as script on my campaign OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE I declare it with Vocalcom support I must ensure that my Intranet is a secure URL • 9. Where can messages left by clients be found? Only in the Supervision and Reports modules By contacting Vocalcom support In the e-mail management sub-menu in Supervision and Administration • 10. Can I use the same “qualifications” on a call and an e-mail? Yes No Yes, but I must ask Vocalcom for a special development

  41. Testing your knowledge (1/7) Complete the following test to check that you have properly understood the sequence. Your answers are confidential. • 1. Which tool is used to know what is the functioning and what is not on a campaign? OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) The diagnostic sub-menu in the Root menu b) The Campaign Summary c) Only Vocalcom support has this tool • 2. What is the expected wait message? a) The message or the music played when a call is waiting in the queue. b) The voice message played when a call arrives in the queue. c) The message played to indicate the approximate wait time before the call is handled. • 3. What can be configured for an Agent group? a) Assignment to the desired workspace and its display parameters b) The planning and holidays plan c) The e-mail management

  42. Testing your knowledge (2/7) • 4. What is the indispensable condition for creating an inbound calls campaign? a) Have at least one DID available b) Have at least one agent available c) Have at least one supervisor available OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 5. In which case is an abnormal closing message used? a) If there are no agents logged on during opening hours b) In case of an expected wait c) If the call centre is closed • 6. What types of servers permit a direct connection to mail servers? a) IMAP and POP b) Database and Plugin c) POP and Plugin • 7. What is a variable in the answer templates editor? a) A DID number b) The number of the client calling c) A field that changes according to the tool parameters (recipient, agent, campaign, etc.)

  43. Testing your knowledge (3/7) • 8. Is it indispensable to define a planning in order to create a campaign? a) Yes, if I want to configure my closing hours b) No, it is managed at the ACD level c) That depends on whether it is inbound or outbound OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 9. What are the conditions to be met for going to the overflow? a) Wait in seconds, number of loops or number of calls b) Number of loops, number of channels or number of agents c) Wait in seconds, number of loops or number of channels • 10. How can priority be given to a specific agent for taking a call? a) Based on his/her skills and/or level + wait time b) Based on his/her planning c) Based on his/her abandon rate • 11. Which queue has priority? a) The queue with the highest value b) The queue of the lowest value c) One queue cannot be given priority over another

  44. Testing your knowledge (4/7) • 12. What do the “distribution rules” allow? a) Assigning e-mails and chats to queues b) Detecting keywords in e-mails and chats for assignment to agents based on their skills OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE c) Editing typical answers that will be sent automatically • 13. What is the purpose of the “call statuses”? a) To know whether a call is in progress, on-hold or completed b) To manage the overflow c) To qualify calls for a follow-up on the activity • 14. What are the various “call status” categories? a) Positive, Argued, Not Argued b) Commercial, Information, Order, Technical, Complaint c) Dissuasion, Rerouting, Callback, Voice Mail • 15. Is it possible to create sub-statuses of sub-statuses? a) Yes b) No

  45. Testing your knowledge (5/7) • 16. What needs to be done to activate this inbound campaign? OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) Associate a queue and agents b) Associate a queue c) Associate a queue, agents and a planning

  46. Testing your knowledge (6/7) • 17. What could provoke an alert message on this campaign? OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) The campaign is not recognized b) The agent, planning and campaign have not been correctly connected c) The agent and planning are not correctly configured

  47. Testing your knowledge (7/7) • 18. What is a "black list"? a) A list of correspondents who must not be called back b) A list of words whose use by tele-consultants is prohibited OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE c) A list of agents who are not allowed to take calls with one or more defined statuses • 19. The “defined answers” can be implemented … ? a) … for e-mail and chat campaigns b) … for all types of campaigns c) … for chat campaigns only • 20. Which of these statements is true? a) The agents are assigned to queues which are themselves assigned to campaigns b) The inbound e-mail and chat campaigns function without a queue c) It is essential to set a priority among queues d) A queue can only be assigned to a single campaign

  48. MCQ answers (1/3) OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  49. MCQ answers (2/3) OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  50. MCQ answers (3/3) OVERVIEW OF THE TRAINING THE MAJOR STEPS IN CREATING AN INBOUND CAMPAIGN CREATING AN INBOUND CALLS CAMPAIGN • CREATING AN INBOUND E-MAILS CAMPAIGN • CREATING AN INBOUND CHAT CAMPAIGN • "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

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