Overview of ContactPad

Each interaction card represents one interaction. The card also shows information about each channel (or party) involved in that interaction. The appearance of the cards depend on the type of interaction or interactions the agent is working with.

Information

An interaction card contains some or all of the following information about the interaction and channels involved in it. The information that appears depends on the features available for your account, the type of interaction, and the action currently being performed on the interaction.

• At interaction level:
  • An icon representing the type of interaction, and its direction — phone calls only.
    One of:
    • (inbound) or (outbound) — available for phone calls only
    • — available for cases only
    • — available for chats only
  • The state of the interaction, for example, Busy Inbound, Busy Outbound, Wrap Up (Auto), No Answer, and Line Busy
  • The time the interaction has been in progress
  • The name of the destination the call arrived at — available for inbound calls only
  • The name of the queue the call entered — available for inbound calls only
  • In the Info section:
    • The telephone number dialed — available for phone calls only
    • The conversation ID — available for chats only
    • The time that the caller waited in a queue — available for inbound interactions only, if enabled for your account.
• At individual channel level:
  • An icon representing the direction of the channel: (inbound) or (outbound) — available for phone calls only
  • An icon representing the agent channel: — appears only while the interaction is in wrap up, or, very briefly, when an agent initiates an outbound call
  • The telephone number of the channel — available for phone calls only
  • The time that that channel has been involved in the interaction
  • The status of the channel, for example, Alerting, Connected, On Hold, Concluding

Actions

An agent can perform various actions within an interaction card. The available actions depend on the type of interaction or interactions the agent is working with.

Examples

The information sections in the following examples with single interactions are all expanded.

No interactions

The info panel in this example contains no interactions cards as the agent is not working on any interactions.

Phone call (inbound)

In this example, telephone number +441234567890 called +449876543210 to reach the TechAuthor—default destination. The call was routed to the Basic UCD queue and was immediately assigned and connect to the agent (wait time was therefore 0 seconds). The caller and agent have been connected for 1 minute and 15 seconds.

Phone call (outbound)

The agent called telephone number +441234567890 and was connected 49 seconds ago.

Case

This example shows a case that waited one second to be connected to the agent, 57 seconds ago.

Chat

In this example, the agent received a webchat 8 seconds ago with a conversation ID beginning CON-26803a36.

Multiple interactions

When working with multiple interaction cards, only one card can be active, or in focus, at any time. Agents can perform actions only in active cards. They must click a card to make it active. This example shows that the call from +441234567890 is in focus.

Phone call with consult

In this example, the agent received an inbound call from +449876543210. 40 seconds later the agent consulted telephone number +441234567890. The agent can click the alternate button () to alternate between the original and consulted channels. Or the agent can click retrieve button () to retrieve the consulted channel to start a conference in which all three parties can hear each other.

Conferencing

This example shows a conference — the agent has retrieved both the original and consulted channels and all three parties can converse.

Case with phone consult

If cross-media consult is enabled for your account, agents can consult a phone number about a case or chat they are handling. In such a scenario, the case or chat and the phone call appear in separate interaction cards as they use different media. The cards are, however, are connected with purple line, as shown in this example. For information about cross-media consult, see Vonage Contact Center omni-channel solution.

Phone call with video

If Visual Engagement is enabled for your account, an agent can initiate a video meeting from ContactPad. The agent can initiate the meeting before or during a call. If initiated during the call, the original call and the video meeting appear in separate interaction cards as they use different media. They are, however, connected by a purple line, as shown in this example.