EDIFY CONSOLE, QUEUES MENU
Queue

 

  • Create a Queue
    1. Once logged into Console, click Queues
    2. Click Queues
      QueueSetup-1
    3. Click + New Queue
    4. Name the queue
    5. Click Submit
      Screen Shot 2020-07-08 at 11.10.14 AM
    6. Complete the queue form fields to meet the needs of your organization by clicking the Edit icon next to each section and filling out these section's details:
      1. Queue
      2. Music
      3. Tabs
      4. Journey
      5. Custom Tabs
      6. Custom Fields
      7. Maximum Wait
      8. Exit No Agents
      9. Voicemail
      10. Workflow
      11. Interaction Classifications
      12. Scorecard
    7. Click Save
    8. Click Queues to return to list view
  • Modify a Queue
    1. Once logged into Console, click Queues
    2. Click Queues
      QueueSetup-1
    3. Select the queue to modify from the list.
    4. Navigate to the section needing modification
    5. Click the Edit icon
    6. Navigate to the field needing modification and edit
    7. Click Save
    8. Click Queues to return to list view
  • Add Custom Tabs

    CustomTabsHeaderThis section is for linking URLs to specific queues to support the agent during a live interaction. These URLs are presented to the agent as a custom tab inside the interaction window for very easy toggling within the queue. 

    For example, an Edify Support agent might need to access the Edify Resources web page to reference specific blogs when resolving a customer's question, so the Huddle Admin could create a custom tab that links to the Edify blog page that then presents this page to the agent within the live interaction.

    Add Custom Tabs to Queue 

    1. Once logged into Console, click Queues
    2. Click Queues
      QueueSetup-1
    3. Select the queue to update by adding custom tabs
    4. Navigate to the Custom Tabs section
    5. Click the Edit icon
    6. Click Add Custom Tab 
    7. Click Find Icon to add a visual icon for the tab
    8. Create a name for the tab under LABEL
    9. Add the full website link of the resource under URL (i.e. include “https://”)
    10. Repeat steps until all classifications are added
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    11. Click Save
    12. Click Queues to return to list view

     

  • Add Interaction Classification

    This section is for setting up the call dispositioning fields that gather data on the interactions once it's released from Queue after the interaction is closed. InteractionClassificationHeader

    There are two default classification options--Type and Result--and there is no limit regarding the amount of classifications a Huddle Admin can create for each field. There is also a Custom Field for inputting data specific to the interaction to customize the queue to meet your specific business needs.

    • TYPE: Use this classification to define the customer’s reason or purpose for contacting your center. (i.e. “Pay Bill by Phone” or “Account Name Change”)
    • RESULT: Use this classification to define the final outcome options available for an interaction. (i.e. “Resolved” or "Unresolved")
    • CUSTOM FIELD: Use this classification to collect data specific to the needs of the queue (i.e. "Payment Method," "Favorite Color," "Allergies," etc.).  These are created and configured in the Objects menu in Console.

    Add Interaction Classifications to Queue

    1. Once logged into Console, click Queues
    2. Click Queues
      Screen Shot 2020-07-08 at 10.35.06 AM
    3. Select the queue to update by adding interaction classifications
    4. Navigate to the Interaction Classifications section
    5. Click the Edit icon
    6. Click Add Interaction Classification
    7. Open the Classification drop-down menu
    8. Select the desired classification option from the list that you want to add:
      1. Type
      2. Result
      3. Custom Field (-)
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    9. Type a label fo the classification under Name
    10. Repeat steps until all classifications are added
    11. Click Save
    12. Click Queues to return to list view

     

  • Assign Users to Queues
    1. Once logged into Console, click Account
    2. Click Users
      AssignUserQueue-1
    3. Select the user to assign to queues
    4. Navigate to the Queue Permissions section
    5. Click the Edit icon
    6. Assign queue(s) to user:
      1. Scroll to the queue to assign
      2. Toggle the Access Switch to enabled
      3. Repeat steps until all queues are assigned
    7. Click Save
      AssignUserQueue-2
    8. Click Users to return to list view
  • Auto-Login Users to Queues
    1. Once logged into Console, click Account
    2. Click Users
      AssignUserQueue-1
    3. Select the user to assign to queues
    4. Navigate to the Queue Permissions section
    5. Click the Edit icon
    6. Auto-login user to queue(s):
      1. Scroll to the queue to auto login the user
      2. Toggle the AUTO LOGIN Access Switch to enabled
      3. Repeat steps until all queue permissions are updated
    7. Click Save
      AutoLoginUserQueue-2
    8. Click Users to return to list view
Scorecard

 

  • Create Scorecards
    1. Once logged into Console, click Queues drop-down menu
    2. Click Scorecard
      Screen Shot 2020-07-09 at 1.45.45 PM
    3. Click +New Scorecard
    4. Create a title for the new scorecard in the Name text field
    5. Click Save
      CreateScorecard-1
    6. Notice the scorecard draft is populated in view
    7. Click Modify
      CreateScorecard-2
    8. Click Add Question
    9. Develop questions for the scorecard by filling out the following fields:
      1. Question
      2. Field Type: Ranking (1-5 or 1-10), Text Field, Yes/No
      3. Weight
      4. Allow N/A
        Screen Shot 2020-07-09 at 1.53.50 PM
    10. Repeat steps 8 and 9 until all the scorecard questions are created
    11. Publish the scorecard once it’s ready for supporting coaching opportunities
    12. Click SCORECARD to return to list view
  • Build and Modify Interface

    After Huddle Admins views the scorecard draft, Console presents the Modify Scorecard Workspace interface. This view gives the Huddle Admin access to creating and sorting questions for the scorecard.

    Here are the main focus areas for this view.

    Screen Shot 2020-07-10 at 10.14.54 AM

    1. Scorecard Title: Update the name of the scorecard by clicking the Modify icon.
    2. Save: Retain the updates and changes made to the scorecard by clicking the Save button.
    3. Drag & Drop Sorting: Reorder the questions in the scorecard by clicking and dragging the question up or down the list.
    4. Delete: Remove a question from the scorecard by clicking the trash icon near the question’s number.
    5. Question Field: Build out each question for the scorecard here by completing each field. The question type is defined under Field Type, which includes the following options: Ranking (1-5 or 1-10), Yes/No, and Text Field, which allows Supervisors to provide open-ended coaching feedback. As noted by the Allow N/A field, Admins have the option to define which questions Supervisors are required to complete or not when coaching an agent.
    6. Add Question: Populate a new, blank question by clicking the Add Question button.
  • Review Scorecard Interface

    After Admins create and name a new scorecard, Console presents the Review Scorecard Workspace interface. This view gives the Admin access to looking over the details of the scorecard.

    Here are the main focus areas for this view.

    // Drafted

    Screen Shot 2020-07-10 at 12.07.06 PM

    1. List View Button: Return to the list view of the drafted and published scorecards by clicking Scorecard.
    2. Versions: Access each version of this scorecard by clicking on this drop-down menu.
    3. Publish/Publish and Make Current: Push a drafted scorecard live by clicking either publishing option button.
    4. Modify: Update the scorecard details by clicking the Modify button.
    5. Scorecard: Scroll through the view-only draft of scorecard here.

    // Published

    Screen Shot 2020-07-10 at 12.10.51 PM

    F. Copy: Duplicate the published scorecard to create a new version of the scorecard. Then, continue modifying the new version of the scorecard until it’s ready for publishing.

     

     

  • Publish Scorecards

    Publish a Specific Scorecard Version - Publish Version Only

    1. Once logged into Console, click Queues drop-down menu
    2. Click Scorecard
    3. Select the scorecard to publish
    4. Notice the system now presents the Review Scorecard view
    5. Click Publish
      PublishScorecards-1
    6. Click Yes to confirm that scorecard is ready for publishing
    7. Note that the scorecard is now ready for routing to a specific queue(s) for supervisors to use for coaching opportunities 
    8. Click SCORECARD to return to list view

    Publish a Scorecard & Make Current - Publish Make Current

    1. Once logged into Console, click Queues drop-down menu
    2. Click Scorecard
    3. Select the scorecard to publish
    4. Notice the system now presents the Review Scorecard view
    5. Click Publish Make Current
      PublishScorecards-2
    6. Click Yes to confirm that scorecard is ready for publishing
    7. Note that this scorecard version is now the active version for routing to a specific queue(s)
    8. Click SCORECARD to return to list view
  • Modify Published Scorecards

    Update a Published Scorecard - Create New Version

    1. Once logged into Console, click Queues drop-down menu
    2. Click Scorecard
    3. Select the scorecard to modify
      ModifyingScorecards-1
    4. Notice the system now presents the Review Scorecard view
    5. Click Copy
      ModifyingScorecards-2
    6. Create a title for the new version in the New Version Name input field
    7. Click Create
    8. Notice the system now presents the Modify Scorecard view
    9. Click Modify
      ModifyingScorecards-3
    10. Notice the system now presents the Build Scorecard view
    11. Update the scorecard questions to meet the new needs of this version of the scorecard
    12. Publish the scorecard once it’s ready for supporting coaching opportunities
    13. Click SCORECARD to return to list view

    Update Published Scorecard to Different Version  - Copy from Version

    1. Once logged into Console, click Queues drop-down menu
    2. Click Scorecard
    3. Select the scorecard to publish
    4. Notice the system presents the Review Scorecard view
    5. Select the scorecard to make current from Version Drop-Down menu
    6. Click Make Current
      ModifyingScorecards-4
    7. Click Yes to confirm that you are ready to make this the active scorecard
    8. Note that this scorecard version is now the active version for routing to a specific queue(s)
    9. Click SCORECARD to return to list view

 

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