Many of our Call Center customers have asked for a simple, standalone way for their agents to access interactive Zingtree scripts from their browser. To that end, we have created the Zingtree Agent Portal.
The Agent Portal is a one-stop location for your agents to access all of the scripts in your organization. Here’s how it looks:
When your agents click on a script name, their interactive script appears like this:
Test Drive the Agent Portal
Want to use the Agent Portal just like a real live agent?
Accessing the Agent Portal
Everyone who wants access to the Zingtree Agent Portal for your organization needs to log in from zingtree.com. You can set up logins for all your agents, and use your own Zingtree account to gain access as well.
The first step is to add yourself as an agent:
- Log into your Zingtree account.
- Go to Account, My Agents.
- Click the Agent Tools menu, and choose Add Me as an Agent.
- Your name and login appear in the list of agents:
- From the Agent Tools menu, Click Link to Agent Portal.
That’s it. You’re in!
Adding Agents to the Agent Portal
Once you’re happy with how the portal is working, you can give others access.
- Go to Account > My Agents.
- From the Agent Tools menu, Click Add One New Agent. The Add Agent form appears:
- Enter the agent’s info, then click Create Agent.
You can also add multiple agents in bulk by using the Add Multiple Agents option in step 2 above. It looks like this:
Features of the Agent Portal
Besides the self-explanatory Back, Start again with this Customer, and Done with Customer, there are a few other goodies your agents will appreciate.
Agents can see all the steps they took with the customer by clicking the + icon next to History.
The ‘A’ button at the upper right makes just the answers appear.
If an agent sees a problem with a node in your script, they can send feedback directly to the tree’s authors using this button at the lower right of the screen:
For a more compressed view, have agents use the button at the top right.
Inserting Agent Info into Scripts
You can personalize your scripts for each agent or organization. When creating your tree, use these placeholders:
#agent_name# – inserts the name of the Agent into the script.
#agent_first_name# – inserts just the agent’s first name.
#agent# – inserts the Agent’s login into the script.
#organization# – inserts the name of your organization into the script.
#started_by# – Shows the name of the agent who started the session.
Hiding Scripts from Agent View
While you’re developing scripts, you may want to keep them out of the Agent Portal until they are ready and approved. You can hide scripts as follows:
- Go to the tree you want to hide from the My Trees page.
- Go to the Settings tool.
- Select Hide from Agent Portal View.