Zingtree Agent Portal for Contact Centers

blog-howto

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.

Overview

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:

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:

  1. Log into your Zingtree account.
  2. Go to Account > My Agents.
  3. Click Add Myself as an Agent. Your name and login appears in the list of agents:

  4. Click Go 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.

  1. Go to Account > My Agents.
  2. Click Add One New Agent. The Add Agent form appears:
  3. 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 Finished with this Customer, there are a few other goodies your agents will appreciate.

History

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.

Agent Feedback

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:

Shrink Headers

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.

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:

  1. Go to the tree you want to hide from the My Trees page.
  2. Go to the Settings tool.
  3. Select Hide from Agent Portal View.

 

2 Trackbacks

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.