Conversational Cloud: Messaging

Conversational Cloud access

  • Citrix users - Service Partners / National Care - Login to Citrix and in Start menu select Conversational Cloud bookmark. 
  • Non-Citrix users - Internal T-Mobile Operations - Go to https://myapps.microsoft.com/ and click on Conversational Cloud option. 

Request access

Use the appropriate document 

Care

Virtual Retail

Access Atlas Account 

For customers that are Verified or Authenticated, in the customer information (CI) widget use the Triangle icon to launch the Atlas account or  get a verification token, follow these steps:

  1. Use the Customer info widget to view the token assigned to the customer verification.
  2. Click the Copy icon and then paste the token into the appropriate system field.

Change language settings

Use these steps to change your language preferences in Conversational Cloud. This setting does not impact customer interactions or language settings.

  1. Click your picture or T-Mobile T in the bottom left of Conversational Cloud.
  2. Click My Details.
  3. Under Regional Settings select your preferred language.
  4. On the bottom right click Save.

Conversation shortkeys

  • Close conversation – CRTL + ` + X
  • Copy as plain text – CRTL + ` + C
  • Move to the next conversation – CRTL + ` + M

Conversations

On the All Conversations tab, select from the available options:

  • Calendar - located to the left of the filter, select the date range to locate connections. This defaults the conversations to the current agent selected.
  • Search by conversation ID - toggle the checkbox to search by conversation ID.
  • Status - Open/Closed
  • Response time - select between available times.
  • Skills
  • Agent groups
  • Agent names
  • MCS - select positive or negative sentiment or customer range numerical value between -100 and 100
  • Duration
  • Search transcripts - Freeform text search. Each word entered is used as an individual search query. To search using a string of words, use quotation marks, like "thank you", and the results will show only those connected words.
  • Conversation Summary - not available
  • Engagement attributes - use to search by mobile number. Enter without hyphens, like 5553456789.
  • Reset - resets the filters back to blanks.

Available on all tabs.

  • Move to next conversation Alt + Shift + M
  • Deselect conversation Alt + Shift + U
  • Copy as plain text Alt + Shift + Y
  • Transfer conversation Alt + Shift + R
  • Close conversation Alt + Shift + W
  • Takeover conversation Alt + Shift + O
  • Leave conversation Alt + Shift + I
  • Logout from Conversational Cloud Alt + Shift + L
  • Change status Alt + Shift + S

Conversation status & response time

The conversation list is sorted to default to the most urgent conversation at the top of the list.

You are able to select conversations out of order that you would like to view or respond to, to assist with SLA. For example, if a customer replies within a conversation and a response is not provided for 3 minutes, the SLA would be 12 minutes. If a new conversation is started, that SLA would be 15; the existing conversation that's been waiting for 3 minutes would add to the new conversations time to response.

  1. Agent Managers only, click All Conversation. Change to List View.
  2. View Status.

  1. Click My Conversation > Blue filter icon, located in the upper left corner.
  2. Select the checkbox to view options:
    • Overdue
    • Ongoing
    • In Queue
    • Idle
    • Closed

The Response Time is the time frame you have to respond to a customer's message to meet your Service Level Agreement. The time will count down until you respond to the message.

  1. Agent Managers only, click All Conversations > Filter icon.
  2. For response time, enter desired minutes and select filter:
    • Between, Longer than, Shorter than
    • Minutes, Hours, Days

The conversation history appears in the transcript, including past interactions, above the active conversation.

To re-engage customers for follow-ups, access Conversational Cloud message history under 'My Conversations' > Select filter icon and select Closed > Select Conversation and click Resume Conversation to try and re-engage with customer. Not recommended, low success rate, especially for Web. 

This option allows you to customize the hyperlink text that is sent to customers during a messaging conversation. Note: This does not work for AMB customers.

  1. In the Conversation window, click the Hyperlink icon located above the input area.
  2. Enter the text to display in the Link name field then enter the URL address in the http:// field, then click OK.
  3. The hyperlink text or URL can be edited by highlighting the text and clicking the Hyperlink icon again until the message is sent by clicking the arrow icon or pressing the Enter key. 
  4. In the message input field, the hyperlink will be blue and underlined. This is how it will display to the customer, and it will be clickable in the Conversation window.

 

When chatting with customers and you are toggling between systems/ browser you can choose a customer ring/alert to notify you when a customer sends a message.

To enable and choose a ring.

  • Click the lower left grey person icon.
  • Enable the Sound On option.
  • Click on the Customize your ring option.
  • Select a ring option and click Apply to hear the new option.

               

 

System Events or Messages

In the Agent Workspace when chatting with the customer & Manager Workspace and Report Center when viewing transcripts you can see the Events or System messages to show what
actions are taken. 

  1. Conversation Joined /Assigned to Agent - Participant dnxx1 joined with permission ASSIGNED_AGENT and role AGENT 03:34pm.
    • In Queue / Overdue - this helps to identify when assigned to determine if agent is overdue on 1st response time.
    • Into Queue 2:16 pm /Assigned 2:24 pm.
  2. Join as a Reader or Manager - Participant dnxxx1 joined with permission MANAGER and role AGENTMANAGER 01:18pm.
  3. Takeover occurs - Transferred by dnxxx1 to skill ESP_Messaging_Overflow due to TakeOver 01:18pm.
  4. Conversation closed by
    • Consumer - Closed by CONSUMER 03:43pm
    • Agent - Closed by AGENT 02:59pm
  5. Transfer Back to queue - Transferred by dnordhu1 to skill Care_Fallback due to Back To Queue 01:16pm.
  6. Transfer to Skill or Agent - TrTransferred by AgentBot from skill UnAuth_Async_Bot_Main to skill Care_Fallback 03:34pm.

Re-Write/ Spelling

Re-write helps correct grammar, spelling and other copy suggestions.

  • Type a message, the wand should be enabled. Click for it to re-write what you typed.
  • Example 1” The 1st window is re-written to what is showing in the 2nd window.
  • Click the backward arrow < to toggle back to the Original text in the 1st window.
  • Click the forward arrow > (Next option) in the 3rd screenshot to move to the re-written text again or if there is a 2nd re-write option to view it will take you to it as well.
  • Determine the best verbiage, modify as needed for accuracy, and click the “Send” arrow.

 

Customer forms

Representatives send forms to customers to securely provide personal identifiable information, such as payment information.

There are 2 form options.

  1. In CI Widget
  2. Under Predefined Content. 

Under Predefined Content

  • Beside the PDC content option, click on the Form option.
  • Under the Search field, click the appropriateform: 
    • IMEI,MEID form option to send the form to the customer to click link and securely input their IMEI or other value and click submit.
    • Port In request to send the form for customer to input their current carrier Account # and Pin#. 
  • Once you receive the response click to view the form and copy/paste into appropriate field.

In CI Widget

Select the Billing/ Account tab to see the PII forms section. 

1. Click the dropdown arrow to see the different forms within-each flow. 

  • By default, all forms are selected, but you can unselect forms, so you only send the forms your customer needs. 
  • Use the Credit Card Payment > Payment & Autopay form to take Credit Card / Apple Pay (for AMB) payments from customers/ set up Autopay.
  • Use the Checking Payment > Checking Account form to take checking account information from customers.
  • Under Post-Paid, use the Basic User Information form or Billing & Shipping form if you need to capture customer contact information or address information. 
  • Pin/Passcode form is only used for:
    • Rebellion/Prepaid customer to access the account since the token does not work in Rebellion.
    • For authentication, if you are unable to get the customer logged in with their TMOID(Username and Password), after assisting with Forgot Username, Password Reset or Registering/Setting up their online account, you can send this form for verification and you must also send / complete the OTP(One Time PIN) before the customer is considered verified to assist them with any type of request.
    • If the customer is having issues changing their Pin# via self-service, use the form to assist with a PIN Change & reference the following Magenta Pulse PIN documents:
  • Change the form language for customers. Click Settings > Select language.
  • Do not use any of the other forms on this tab. They are exclusively for Virtual Retail and contain information and disclosures for activating new service.
  • Secure form information is only available for representative during the chat conversation.

2. If your customer needs the entire flow (i.e. Postpaid for Virtual Retail prospects), simply click on the magenta "UP arrow" icon to send all 4. 

3. Instruct the customer to click the link that populates on their device to open the form(s). 

4. Ask the customer to enter any required sensitive information into the fields provided on the form(s) and click Submit. 

5. Monitor the experience. 

  • A "spinning circle" next to each form indicates the customer is filling out the form. 
  • A "check mark" appears next to each form once completed and returned. 
  • A "progress bar" displays overall flow status. 

6. A "Forms Submitted" message displays to the customerand agent and the magnifying glass icon will be enabled and turn magenta in the CI widget. 

7. Click the magenta icon to open the complete form. 

  • Note: If not logged in, you will need to login with your NT ID and password to view the form information.

8. Click > Show details. 

9. Copy information to paste into the appropriate fields in the billing system (Atlas or other).

Expert Assist system steps

Expert Assist attempts to proactively provide you with helpful and relevant information to use during a messaging conversation. 

You can select a Topic from the drop down to view/use the Quick Facts and any Responses that are associated with that topic.

  1. Click on the topic in the upper right hand corner of the Customer Insights window to open the dropdown list.
  2. Select a new topic from the list.
  3. Your quick facts (if applicable) and Any responses you have saved to the selected topic will be made available. 

 

Copy and pasting quick facts

Copying quick facts can save you time, allowing you to paste them into the customer conversation or other relevant systems while assisting your customers.

  1. Hover your mouse over any quick fact until a copy icon appears
  2. Click the copy icon (See attachment.)
  3. Paste Quick Fact wherever it is applicable.

Magenta Pulse Search
You can easily search in Expert Assist without having to Leave Conversational Cloud and open Magenta Pulse. Search results will appear in Expert Assist and any related support articles will then be
available to send as outlined below.

  1. Click the magnifying glass in the upper right of the Articles section in Expert Assist
  2. Type your search terms in the field and click enter
  3. Results will appear below
  4. View the Magenta Pulse article, preview the support article, or share the support article using the steps above

 

Preview a customer-facing support article

When a Magenta Pulse article has an associated support page, it will display just under the Magenta Pulse article title in the Magenta Pulse results. Not all Magenta Pulse articles have customer-facing versions. Note: sometimes Magenta Pulse articles are linked to pages that aren't technically support articles and thus don't have titles. Promos, for example, often lead to the shop page for that device and will often have a title of "Customer Support Article" rather than a specific title. Previewing the article allows you to be sure you know what you are sending a customer.

  1. Click the icon that looks like an eye to the right of the support article title.
  2. The related article will open in a new Chrome browser or tab.

 

Share a customer-facing support article

Sharing a customer facing article from Expert Assist is much easier and quicker than sharing it from Magenta Pulse directly. In a single click you can insert the URL for the article into the conversation pane.

  1. Click on the magenta arrow icon to the right of the "eye" icon for the support article.
  2. The URL will be automatically inserted into the conversation.
  3. You can add any additional text you want before sending to the customer.

Saving response that you often use will save you time and ensure consistent information is shared with all of your customers. When you save a response, you will be required to give it a title, add the content, and pick what topic(s) you want to associate it to. Once you have done this, every time that topic is predicted by our AI models (or when you manually select a different topic), those responses will automatically display for ease of use.

  1.  Click the icon in the upper right of the responses section to open Response Manager.
  2.  In the New response pane on the right side, enter a title for the article. NOTE: titles by topic display in alphabetical order in Expert Assist.
  3. Input whatever text you want to save in the large "response" box
  4.  Click in the response topics box and select one or more topics to relate this response to. Remember, whatever you choose here will dictate when the response shows (based on the auto-topic or manually selected topic)
  5. Click the Save button.
  6. Optional: if you want to share the response directly from here, you can! Just hit the send button (only appears after saving).
  7. Close response manager with the Close button in the upper right.

 

Edit and save an existing response

If you want to edit an existing response for future use, follow these steps. If you only want to edit the response for a single customer, we recommend you do that in the conversation pane rather than in Response Manager.

  1. Click the icon in the upper right of the responses section to open Response Manager. All of your saved responses will be in the Responses pane on the left.
  2.  Scroll through to find the response you want to edit. Or use the magnifying glass icon in the upper right of the response pane to search for it by title, topic, or content.
  3. Click on the response you want to edit. The title and content will automatically populate in the Edit Response pane on the right.
  4. Make any edits to the title, the response itself, or the topics.
  5. Click the Save button.

 

Deleting a saved response

If you no longer have a need for a response, you had previously saved, you can easily delete it to clean up your list and avoid clutter.

  1. Click the icon in the upper right of the responses section to open Response Manager. All of your saved responses will be in the Responses pane on the left.
  2. Scroll through to find the response you want to delete. Or use the magnifying glass icon in the upper right of the response pane to search for it by title, topic, or content.
  3.  Hover over the response you want to delete and look for the trash can icon.
  4. The icon will turn magenta when your mouse hovers over it. Click the magenta trash can.
  5. The response will automatically be deleted. Note: if you delete in error you have about 5 seconds to click the UNDO button on the pop-up message.

 

Sharing a saved response with a customer

Once you have responses saved in your personal repository, you can save time by easily inserting them into the conversation with your customer. You can always edit the content before actually sending it, so feel free to customize it for your current customer. Note: if you want to change edit the content for all customers, follow the editing instructions above.

  1. Click the magenta arrow on the right of your response to inject it into the conversation pane.
  2. Edit the content as you see fit.
  3. Send to the customer as you would a normal message.

Remember: If the response you are looking for isn't automatically showing in your response pane based on the auto-topic, you can manually change the topic following the above steps. You can also always use the magnifying glass icon in the upper right of the response pane to search for any saved responses by title, topic, or content.

Opening Atlas

Opening the Atlas account has never been easier! However, you must already be signed into Atlas in another window or tab, and you must have TEA running. Look in Atlas for a green checked ScreenPop icon in the upper left to be sure. Accounts must also be authenticated to open Atlas.

  1. Click the Atlas icon on the left of the Customer Insights widget. Notice the hover text that reminds you what role the customer is.
  2. The icon will turn magenta, you'll get a confirmation message, and the account will automatically open in Atlas in the background.
  3. Open your Atlas window and view the account.

NOTE: If you already have the account open in Atlas, and you click the open Atlas icon again, you will see a pop-up in Atlas indicating the account is already open. Simply click through that pop-up to view the account

 

Submit a memo and close the Atlas account

Saving memos in Conversational Cloud will save you time and help ensure the memo goes to the right account. Any saved memo will be viewable in all systems: Atlas, and Samson. When you save a memo, the Atlas account will automatically close in the background. If you need to open it again, simply click the Atlas icon.

  1. Click into the Atlas memo box
  2. Type your memo. NOTE: You do not need to include the Conversation ID, Customer Name, or Role in your memo as this will be automatically included by the system.
  3. Save your memo and close the account. This can actually be done in two ways:
    1. Simply click the Submit and Close button OR
    2. Open the Memo preview screen with the icon in the upper right of the memo pane. This screen allows you a larger view of the memo and also includes the 2000-character limit countdown.
    3. Click the submit and close account button.

Filter & view agent status

Change agent status

  1. In the top right corner, click on the icon with the person.
  2. Choose one of the following:
    • Online
    • Away and the status that correlated with what you are doing (Stread, Break etc.)
    • Back Soon (See Conversation handling: Messaging > Offline Activity)

    Change Theme

    1. In the top right corner, click on the icon with the person.
    2. Choose from light or dark theme.

      Filter agent status in Manager workspace

      1. On the left icon bar, click the Manager Workspace.
      2. Click a status (Online, Back soon and Away) in the section labeled Agents to display only agents within.

        Analytic Builder 

        Unofficial reporting is available in Conversational Cloud to review team status and site-level data. Reporting is only available to those with Agent Managers that have the Analytic Builder profile.

        • Use the available reporting to compare interactions to impact metrics.
        • Review reporting daily to ensure compliance.
        • Data in the Analytic Builder will not necessarily align with T-Metrics and other T-Mobile official locations as it is maintained by the vendor. Data should only be used to supplement internally company designed reporting tools.

        Access reporting

        1. Open Conversational Cloud.
        2. Under Optimize, select Analytic Builder.
        3. From Shared Reports click My Account and then click Care.

          Report metrics

           

          KPI Title Definition
          Closed Conversations

          The number of conversations closed by an agent, consumer, or the system during a given period of time.

          Logged in time

          		 Total amount of time an agent is logged into Conversational Cloud.

          CPH (

          conversations per hour)

          The amount of closed conversations divided by time logged in.

          MCS (meaningful connection score)

          An automated real-time sentiment analysis engine that scores customer messages. It is based on a scale -100 to 100 with zero being neutral. The system is triggered if the conversation becomes very positive (+33) or very negative (-33).

          Average conversation durationConversation  Duration

          The average duration of all closed conversations within a selected time frame. Duration is measured from the time the conversation was opened until the conversation is closed.

          Agent Messages/Convo

          The average number of agent messages sent per conversation.

          RCR 1 Day (Repeat contact rate)

          The percent of customers who Messaging back within one day after their initial conversation is closed.
          Note: This data is "unofficial" and does not exclude conversations that wouldn't "count" per T-Metrics mFCR. This KPI is only for directional purposes.

          Agent Load

          The average percent of an agent's Max Concurrency that is occupied by active conversations.

          Online Rate

          		 Measures percent of the time an agent is "available" in Conversational Cloud. This is available real time on the Messaging Agents tab in Conversational Cloud
          Time in Queue

          The average time a customer waits in queue before being assigned to an agent.

          TTFR from First Assignment

          The average time it takes a Human Agent to respond to the consumer's first message after the first assignment of the conversation.
          Total TTFR:

           

          The average time it takes the human agent to respond to the consumer's first message, including wait time. TTFA +TTFR from first assignment = Total TTFR

           

           

          AVG. Response Time by Agent

          The average time it takes for an agent to respond to all messages in a conversation(s).

          Agent Close Rate

          The average number of conversations closed by the agent during the defined timeframe.

          Consumer Close Rate

          The average number of conversations closed by the consumer during the defined timeframe.

          System Close Rate (Also referred to as Auto-Close)

          The average number of conversations closed by the system during the defined timeframe.

          Takeover from Agent

          The number of times an Agent Manager or Agent took over conversations from another agent.

          Back to Queue

          Shows the number of conversations assigned to an agent and then returned back into the queue to be assigned to another agent.

           

          Metric Name Attribution to Agent Attribution to Skill
          AVG. RESPONSE TIME BY AGENT To the responding agent To the skill assigned to the conversation when the response was given
          AVG. CONSUMER RESPONSE TIME Not assigned to an agent To the skill assigned to the conversation when the response was given
          AVG. TIME TO AGENT FIRST RESPONSE To the responding agent To the skill assigned to the conversation when the response was given
          MCS To the last agent assigned to the conversation To the last skill assigned to the conversation
          CSAT SCORE To the last agent assigned to the conversation To the last skill assigned to the conversation
          HANDLED CONVERSATIONS To the agent who sent a message in the conversation, resumed it, or closed it Skill assigned to the conversation in at least one of the events this metric calculates
          TOTAL NO. OF TRANSFERS To the agent who transferred the conversation Skill assigned to the conversation when it was transferred out (origin skill)
          AGENT RESPONSES PER CLOSED CONVERSATION To the responding agent Numerator - To the skill assigned to the conversation when the response was given / Denominator - To the last skill assigned to the conversation
          TOTAL NO. OF AGENT RESPONSES To the responding agent To the skill assigned to the conversation when the response was given
          TOTAL NO. OF CONSUMER RESPONSES Not assigned to an agent To the skill assigned to the conversation when the response was given
          TOTAL NO. OF MESSAGES SENT BY AGENT To the agent who sent the message To the skill assigned to the conversation when the message was sent
          TOTAL NO. OF MESSAGES SENT BY CONSUMER Not assigned to an agent To the skill assigned to the conversation when the message was sent
          HANDLED CONVERSATIONS PER LOGIN HOUR Not assigned to an agent See logic for "NO. OF HANDLED CONVERSATIONS"
          ACTIVE CONSUMERS Not assigned to an agent Not assigned to a skill
          NO. OF OPENED CONVERSATIONS To the agent who was assigned to the conversation at the time it was opened To the skill the conversation was assigned to when it was opened
          NO. OF CONVERSATIONS OPENED BY AGENT To the agent who opened (resumed) the conversation To the skill assigned to the conversation at the time the agent resumed it
          NO. OF CONVERSATIONS CLOSED BY AGENT To the user who closed the conversations (agent or agent manager) To the skill assigned to the conversation at the time it was closed
          NO. OF CONVERSATIONS CLOSED BY CONSUMER The last agent assigned to the conversation To the last skill assigned to the conversation
          NO. OF CONVERSATIONS CLOSED BY SYSTEM The last agent assigned to the conversation To the last skill assigned to the conversation
          AVG. CONVERSATION DURATION To the last agent assigned to the conversation To the last skill assigned to the conversation
          INTERACTIVE / NON-INTERACTIVE / ABANDONED CONVERSATIONS To the last agent assigned to the conversation To the last skill assigned to the conversation

          Start conversations & reply

          1. Go to MyConversations and view the list of conversations.
          2. Filter out conversations you do not want to have visible all the time. For example, filter out Closed and Inactive so you can focus on Active conversations
          3. When you go to Online state, you will receive conversations, click on one of the customers to open the conversation window.
          4. Review the conversation and type and send a response to the customer
          5. The conversation with highest SLA is sorted to the top of the list.

          1. Access the Predefined Content Wizard, or search for predefined responses in the search bar.
          2. Select a predefined response.
          3. Wait for the message to populate in the typing field.
          4. Edit the predefined response to fit the specific conversation with your customer.

          Click the Action menu (3 vertical dots)and select from the following:

          • Close the conversation
          • Transfer the conversation
          • Private Message

          Widgets

          Customer Insights

          Customer Insights (CI) widget provides additional forms and information during a Messaging conversation. Customer Insights widget needs both ATLAS and TEA to be logged in to fully function.

          This runs the top navigation of the widget and displays the customer, customer permission type, and mobile number. When a customer is verified, the shield is magenta. If the customer is not authorized, the shield will be grey with an exclamation mark in the middle. Very little account details will be visible:

          No MSISDN / Cancelled Line / No Lines on Acct Auth Scenario

          • Description: We've identified a few scenarios where the system cannot identify the customer due following scenarios below.  When encountered, the CI Widget will disable the Manual Auth Shield and provide copy identifying the issue.  
          • User / Customer can experience this even after the customer logged in when prompted via the Auth experience. 
            • Three Primary Reasons for the scenario
              • No lines on the account
              • Cancelled Line
              • No MSISDN in Profile
            • It will take approx. 10 seconds for the system to identify these scenarios and update the widget.  
            • Once updated, the Auth Shield will be disabled, and description copy will display.  Hover copy is also available for a longer description for the issue and the auth shield.   
            • In addition, instead of dashes when we can't determine the customer / customer's name, we now say "Unknown User" 
            • See next page for screen example. Copy shown is place holder only and can be custom for each of the issues. 

          Unable to Authorize Scenarios in CI Widget: 

           

          Expert Assist attempts to proactively provide you with helpful and relevant information to use during a messaging conversation. The widget scans the message and reviews the customer's account to determine relevant content to use in support of their reason for messaging. Available in the Expert Assist tab are:

          • Topic - Agents can manually select a topic and it will dynamically display any Quick Facts or responses associated with the topic. Magenta Pulse articles will not update when a topic is changed.
          • Responses - Create and manage responses to use in any message conversation. You can associate responses to specific topics, making them available automatically when the topic is in focus.
          • Atlas Memo - Entered details will be saved in Samson, which makes them viewable in Samson and Atlas. These memos use the MSGS memo type.
          • Quick Facts - Snapshot of account details associated with the topic in focus(not all fields are being populated at this time).
          • Articles - Are populated based on Magenta Pulse articles you search for.

          The Billing Account tab includes account details and billing information. Available in the Billing Account tab:

          • Conversation information - General details about the conversation are available here, including the Conversation ID.
          • PII Forms - Personal Information Forms (PII).
          • Billing info - Includes details about the balance, due date, last payment date, and Autopay status (not all fields are being populated at this time).
          • Payment Arrangement - Provides the current status (not all fields are being populated at this time).
          • Account Information - Includes information about BAN, TEX Code, Account Type, Activation Date, Billing zip code, and the number of lines associated with this account ( not all fields are being populated at this time).

          • The widget will display upgrades/AAL completed via the web. 
          • It will also show upgrades completed via Care. 
          • It will NOT display orders from retail or Dash.

          Once clicked, the customer account information is used to open the corresponding account in Atlas.

          One click to copy the authentication token for additional system access.

          Update the language settings from English, Spanish, or Spanish (PR).

          If the widget is not working, follow these steps:

          1. Open the following link in Chrome: chrome://settings/content/notifications
          2. Ensure both of the following are in the "Allow" section and not the "Block" section:
          3. Continue with one of the following:
            • If either URL is in the "Block" section: Click the Menu button (3 dots on the right), then select Allow.
            • If either URL is missing entirely: Log out and back into Conversational Cloud and follow any prompts to enable notifications.
          4. If the widget still does not work, follow standard process to report the issue to your coach.

          Predefined content

          Predefined content are scripts that are divided into categories and can be sent to customers during the conversation to save time typing, and reduce grammar and spelling errors for specific scenarios.

          Send Secure MEID form

          Use MEID, SIM, ICCID or other form for customer to provide their device information for activation, unlock or other. 

          Summary widget

          • The summary screen allows you to make real-time memos on the current conversation.
          • Memos are not saved in the conversation history.

          Manager workspace

          The manager workspace is accessible to Coach and above leadership.

          Widgets

          This widget provides a high-level summary of your groups real-time metrics.

           

          Assigned

          The number of open conversations assigned to active agents. All open conversations will be displayed here, even if you have filters active.

          Closed

          The number of closed conversations within a specific timeframe.

          CSAT

          Real-time scoring. This is not used in messaging. The numbers displayed apply to other lines of business that use the LivePerson CSAT survey instead of UP.

          Load

          The total weight of assigned conversations as a percentage of the maximum concurrent conversations of all agents.

          This widget shows all the agents you manage who are logged in.

          Within this widget you are able to see all open conversations for the agents you manage and any closed conversations from the time period you select. You are able to filter by Assigned, In Queue or Closed conversations. Additional filters available: Status, Response time, Consumer, Agent name, Agent group, Skill, Start time, MCS, CSAT, NPS.

           

          This widget shows the number of waiting conversations assigned to a messaging agent. This number includes conversations associated with the skills assigned to agents in your group.