This article helps a new user get started with Thrio.
It's easy to get started as an agent with Thrio. All you need is:
- A computer with a recommended 15-inch screen or larger
- A high-speed internet connection
- Chrome Browser
- A noise-cancelling headset or equivalent
In fact, even if you do not have a telephone land line, you can receive calls using the Thrio agent interface. It has a built-in WebRTC voice over IP client, so you don't have to download a proprietary, third-party phone client. If you prefer to use a regular telephone, your system administrator can put that in your profile so you can take calls in the traditional way. Either way, you will still have all the Thrio-based phone controls at your fingertips.
To login, you will use your Chrome browser and type in the URL (Web Address) of the Thrio server dedicated to your company. It's a good idea to bookmark this page because you'll be logging in a lot if you are a regular user.
Your system administrator will provide you with the URL. The administrator will also set up an agent account for you to use. Once this is done, you will receive an email using your email login address that welcomes you to the system and asks you to establish your password.
Here below is a graphic showing the login page. You will fill out a simple log-in form that asks for your email address and password. Just hit the "login" button after you enter this information and you're on your way.
Note: if you forget your password, simply click on the “Forgot password” link below the login button and you’ll get a reset password email from the system.
Agent Landing Page
After you log in, you'll see the agent landing page. This is your starting point for anything you need to do as an agent.
The agent landing page is comprised of several key elements:
- A Vertical Navigation Bar oriented on the left-hand side of the
- A Horizontal Navigation Bar oriented at the top of the screen
- A Horizontal Scrolling SLA/KPI Readerboard situated at the bottom of
- Search Boxes both in the upper, left hand corner and middle of the
Depending on how your "authorities" or class of service has been set up by the administrator, certain functions will show in the Vertical Navigation Bar. Do not be alarmed if some people have something you don't have and vice versa. All of that is configurable by the system administrator. Ask your supervisor if you have questions about the functions enabled for you.
Pop-up Controls Convention: Move / Expand-Collapse / Exit
- There are many instances in which an icon you press or a button you click will produce a pop-up window or menu item. With the Thrio agent interface, each of these pop-ups behaves based on common conventions.
- For example, in the upper, left-hand corner of pop-ups, you will see the “move” icon. You can plant your mouse on this icon to move the pop-up window around on your screen.
- The exit or “close” icon is represented by an “X” in the upper, right-hand corner of the pop-up. Click this and the window will close.
- NOTE: If you want to save your changes, be sure to click the “OK” button at the bottom of the pop-up before you close the pop-up.
- You can also Expand or Collapse the pop-up using the icon next to the “X” in the upper, right- hand corner. The example below is the pop-up you see when you log-in to the ACD. This particular pop-up will be explained later. It’s shown here strictly to discuss conventions of pop- ups.
Scrolling SLA Readerboard
At the bottom of your screen, you will see the scrolling SLA readerboard. This provides real time information on the status of queues you work in, and the media types served by those queues. The readerboard is persistent, but it's content changes every five seconds. In the example below, you are viewing the status of the "Sales" queue dealing with voice traffic. Here's a breakdown of the metrics shown on the readerboard:
SLA Readerboard Descriptions
- Queue Indicator The queue indicator identifies the queue,sometimes called a skill group or workgroup, that you are a part of. If you areonly in one queue, the readerboard will persist a display only for that queue, but it will still scroll on media type.
- Media Indicator The media indicatoridentifies the channel type of the SLA metrics being displayed. For example, ifit says "voice," you are only seeing the SLA metrics for voice calls.If it says chat, you are only seeing the SLA metrics for chats.
- Logged In Agents This is the number of agents that are logged in to theACD and specifically logged in to this queue. This does not include agents thathave logged in to the system but have yet to log in to the ACD.
- In Queue This represents the number of workitems that are queued up in the ACD but have not yet been serviced
- Total Answered This represents the total number of workitems that have been answered during the defined shift or periodconfigured in the Thrio system.
- Total Abandoned This is a running total of the workitems that have been abandoned (that is terminated before service)during the defined shift or period configured in the Thrio system.
- Total Transferred This is a running total of the workitems that have been transferred to another agent or queue during the defined shift orperiod configured in the Thrio system. It's a good indicator of first contact resolution.
- Avg. Handle Time This is an average of how long it took from "answer" to "hangup" for agents to service workitems during the defined shift or period configured in the Thrio system.
- Max Handle Time This represents the "worse" or longest time it took from "answer" to"hangup" for a workitem to be serviced during the defined shift or period configured in the Thrio system.
- Quick Abandon SLA This represents the percentage of workitems that were abandoned "quickly" within ten seconds of entering the queue. This may include misdials, connection problems or people who change their mind about waiting in queue.
Right Click Shortcut Pop-Up
Another universally available feature of the platform is the right-click shortcut. If you right-click your mouse on any open part of the landing page, you will see a pop-up of shortcut functions. Some of these functions are available from navigation icons as well.
- Reset Line "Reset Line" clears the audiochannel and gets you ready for a new call.
- Call Me! "Call Me!" sends atest call to you so you can check your connection and audio.
- Stop Sound "Stop Sound" mutesaudio cues from the system.
- Open Dial Pad "Open Dial Pad"is a shortcut for the dialing widget you can also access from the horizontalmenu.
- Open Directory "OpenDirectory" gives you access to the company directory.
- Open Settings "Open Settings"is a shortcut for the settings widget you can also access from the horizontalmenu.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.