Assistance Button

Requirements: The "Assistance" Interaction Command Right determines whether the Assistance button can appear on a toolbar. The Request Assistance from Supervisors Security right enables you to request assistance from your supervisor.

Icon

Location

Queue Control toolbar

Chat window

E-mail Window for Incoming Messages

E-mail Window for Outgoing Messages

Description

Sometimes you encounter an interaction for which you need assistance. For example, a caller asks a question that you cannot answer. Or you are in the middle of a web chat when you need help from your supervisor.

If you need help with an interaction, click the Assistance button to request assistance from your supervisor.

Note: The Assistance button is enabled only for ACD-routed interactions. If the interaction is not in a state in which this action can be performed, the Assistance button appears dimmed.

Assistance Process

When you click the Assistance button in My Interactions, the Assistance Request dialog box appears. You enter a problem description and click Send.

All of the workgroup supervisors on the same IC server see this assistance request. If a supervisor responds to the request, the toast notification closes automatically for all supervisors.

Note: Workgroup supervisors are configured in Interaction Administrator. Also, supervisors receive assistance requests only if they are running Interaction Supervisor. If they are running only Interaction Client, they do not receive assistance requests. At least one supervisor must be configured for your workgroup in Interaction Administrator and that supervisor must be logged on in order for the request assistance process to work properly.

The supervisor responds to the notification by clicking a link:

Respond opens the Respond to Assistance Request dialog, to give immediate assistance and feedback to the user. The supervisor can text chat with the agent, and use call action controls to listen, coach, join, record, pause, pickup, or disconnect the interaction.

Ignore disregards the message and dismisses the assistant request toast.
Manage Assistance Requests opens the Agent Assistance dialog box, which displays all assistance requests from agents in workgroups for which the supervisor has responsibility. The supervisor can select a request to answer, and assist multiple agents at the same time.

You can chat with your supervisor in the Request Assistance dialog box.