Learn how to engage with the Active Workitem for voice.
In addition to Chats, the Thrio system also handles incoming voice calls that are queued and routed by the built-in ACD. Voice calls can receive special treatment by the system including IVR (Interactive Voice Response), “on hold” messages and queue messages. All of this is made possible by Thrio’s built-in workflow engine. As an agent, you do not see or hear any of this dialog with the customer; however, essential data from customer-entered digits may appear in your workspace under “information” or “data” when you accept a voice workitem.
When you are available and an incoming call is presented to you, the Workitem Control Pop-Up will appear in the lower, right-hand corner of your screen.
There are two types of incoming calls you can receive. The first is an incoming call from the ACD queue, covered here. A second type is an incoming call to you on your DID number that bypasses ACD queue treatment. This second type will be described in the next section.
**Workitem Control Pop-Up: Description
NOTE: It is considered a best practice to immediately reject a workitem you cannot handle. The rationale is that it’s better to send the customer back to the ACD queue as quickly as possible to ensure the integrity of SLAs.
In addition to incoming calls from the ACD, you may also receive direct calls that bypass the ACD queue. The Direct Call Workitem Control Pop-up looks a little different as shown below.
When you are available and an DIRECT call is made to your extension or DID number, the Workitem Control Pop-Up will appear in the lower, right-hand corner of your screen.
Please note that on direct calls, there are not accept or reject buttons and no Countdown Timer because this workitem is not associated with SLA or KPI metrics as with an ACD-based workitem.
The greyed-out icons in-between the Accept Call Button and the Record Button will become active after you answer the call. The functions of these greyed-out buttons are described in another section.
After accepting a voice workitem, the system defaults to the Scripts/FAQ tab for the active workitem.
After accepting a direct voice call, the system defaults to the contact tab for the active workitem. Note how the workitem control widget appears in the upper, left-hand part of the workspace.
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