TELAVOX OMNI Agent Software User Guide
- June 1, 2024
- TELAVOX
Table of Contents
TELAVOX OMNI Agent Software
Send an Email:
- Click “Create errand”.
- Click “send an errand” and recipient
- email in the “To” field.
- Type your message and hit “Send.”
Send a File:
- While composing an email, click “Attach File.”
- Select the file and click “Send.”
Address Book and Select Email:
- Access the “Address Book” on the right of the address field.
- Choose an email address and click “Select.”
Lock an Email:
- Click “Lock” to ensure replies go to the same agent.
Collaborate
Collaborate with a Colleague:
- Click on the three dots and click on “Copy”.
Copy & Paste Colleague’s Answer:
- Highlight the text, right-click, and choose “Copy.”
- In your email, right-click and choose “Paste.
Unified Statistics
Only available if you are an admin user in Telavox Omni.
Find Statistics:
- Click on the “Main Menu” and choose “Statistics” and then “View Reports”.
Basic Statistics:
See overall performance, response times, customer feedback etc.
Knowledge Base
Only available if you are an admin user in Telavox Omni.
Access Knowledge Base:
- Find it in the main menu.
Update Content:
- Click “Edit” on an answer to make changes.
Tagging Errands
Tag an Errand:
- Open an errand, click “Tag,” add your tag.
Filter Errands by Tags:
- Use the “Filter” option and select tags.
Create Own Tags:
- Go to settings, find “Tags,” click “Add.”
Only available if you are an admin user in Cention.
Search
Search Options:
- Use keywords, customer name, or ID for different searches.
Refine Search:
- After the first search, refresh and use additional filters.
Satisfaction Meter
Only available if you are an admin user in Telavox Omni.
Gather Customer Feedback:
- Click on “Administration” in the main menu and then “Organizations”. Now choose “Receipts and Greetings”, here you can decide what to send to customers for your feedback gathering.
Read User Manual Online (PDF format)
Read User Manual Online (PDF format) >>