Successware's Connection is an omni-channel communication platform that is fully integrated into Successware Office. You can conduct inbound and outbound calls, as well as text and email customers all from one contact center.
This article is geared towards Supervisors who will be supervising the CSRs that work with clients. We have an additional article that is geared specifically towards CSRs, who do not have all of the permissions reviewed in this article.
What is Successware Connection
Connection will auto assign lead source, lookup and find customer records, and mark the call as booked or not booked to drive data-driven decision making.
Some Supervisor Benefits Include:
- Supervisor dashboard that provides visual key queue metrics in easy-to-follow charts.
- Agent Guidance ability to help your CSRs immediately without the need to distribute the customer call.
- Agent Availability and Management ability to change agent queue assignments and performance metrics.
Adding and Removing Users
Successware Admins can setup new users in Connection. These users can be Supervisors, Agents, or Supervisor-Agents. Customer Service Representatives (CSRs) will likely be added in as Agents. Supervisors are able to help guide Agents on calls, and Supervisor-Agents are a dual role with both permissions.
NOTE: Please keep in mind that there is a charge for each user in Connection. If a user leaves your company, you will need to disable their Successware account, and disable their account in Connection as well.
Accessing the Connection Users
To update the list of users that can access Connection, click on the puzzle piece icon to bring up the Add-On Manager.
Next, click the Properties link next to the Successware Connection listing.
Next, click the link for, "Successware Connection Custom Settings".
Next, click the link to Setup Users.
The screen below lists the users that are in Successware, but not in Connection. Click the Setup Users subtab to see all of the users that are in Connection.
In order for an account to be active, there are a few requirements:
1. Connection needs a first name, last name, and email address for each user.
2. The user permissions should be set to Agent, Supervisor, or Agent-Supervisor.
3. The Enabled box will need to be checked. To disable a user account, uncheck the Enabled box.
If you make any changes to the user accounts, make sure to click the "Setup Users" button to save these changes.
Adding the Setup Users Option
There is also an option that allows any user to see a drop-down next to the Successware Connection button. This drop-down will allow that user to setup more user accounts, without having to login as a Successware Admin.
Adding the Setup Users Drop-Down
To add the "Setup Users" drop-down for a user account, click on the 21 icon.
Next, click the Setup accordion, and then on the User Manager option.
Next, highlight the name of the user who should have the Setup Users drop-down.
Right click on that account and select the "User Groups..." option.
From there, click onto the subtab for "Other/Misc - 4".
In this subtab, click the Edit button, check the box next to "Connection Admin", and then hit the Save button.
After following these steps, the user should be able to see the Setup Users drop-down, regardless of their own user status.
Reviewing Recorded Calls
Supervisors Admins are able to review phone calls placed through Connection. In order to listen to a phone call, you will need to specify your reasons for reviewing the call.
Steps to review recorded phone calls:
1. Navigate to the Conversations subtab and click on the Conversation History option on the right side of the screen. It looks like an image of a person in front of a clock, as shown in the screenshot below.
2. This will bring up the details of the conversation, and a recording of that call. Click the Play Recording button.
3. In the pop-up box that appears, specify the reason you are listening to this recorded call.
4. Click the Play button to listen to the recording. Your reasons for listening to the recording will be attached to that call record.
Agent Guidance
Agent Guidance is a way for Supervisor Admins to help CSRs with difficult conversations. CSRs can request Agent Guidance, or a Supervisor Admin can start guiding CSRs who they believe are having trouble.
Recommended Headsets
When guiding agents, or directly conversing with customers over the phone, any working microphone and speakers setup can be used in Connection. Headsets are recommended though, if available.
Below are some recommended headsets that can be used in Connection.
Jabra Headset:
To use Jabra headsets for call handling:
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Use Google Chrome browser with Windows or Mac operating system.
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Download native Chrome-host v.2.0 from Jabra Browser Integration.
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Obtain Jabra Browser Integration Extension v.2.1.0 or higher from Chrome Web Store.
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Install Jabra Direct software on the workstation from Jabra website.
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Choose Jabra as the Audio Device Brand in the Communication Panel settings.
The following Jabra devices have been verified to work in Connection:
Epos Sennheiser:
To use these headsets for call handling:
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Use Google Chrome, Firefox or Opera browser with Windows or Mac operating system.
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Install EPOS Connect software on the workstation.
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Define Contact Center as the default softphone in EPOS Connect.
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Choose EPOS | SENNHEISER as the Audio Device Brand in the Communication Panel settings.
The following Epos Sennheiser devices have been verified to work in Connection:
Poly (Plantronics):
To use Poly headsets for call handling:
- Use Google Chrome or Microsoft Edge browser with Windows operating system.
- Install Plantronics Hub on your workstation.
- Select POLY | Plantronics as the Audio Device Brand in the Communication Panel settings.
The following Poly (Plantronics) devices have been verified to work in Connection:
Initiating Agent Guidance
Regardless of who initiates Agent Guidance, the first step is the same. Click into the Check Availability field to reach out to a CSR, or a Supervisor Admin.
From the Check Availability field, Supervisor Admins can check the availability of each of their CSRs. They can see if CSRs are on a call and can initiate Agent Guidance. Upon initiating Agent Guidance, a chat window will open for both the CSR, and the Supervisor Admin.
In this screenshot, the word "user" has been typed into the Check Availability field. Clicking the Agent Guidance button will open a chat window in the Conversations tab.
Once the chat window opens, you can reach out to the CSR.
The CSR can respond in the chat window by reviewing the issue. If this is a phone conversation, the Supervisor Admin can click the "Monitoring" button.
By monitoring the phone conversation, the Supervisor Admin has access to a few options.
- Stop - Ends the Supervisor Admin monitoring, and leaves the call going.
- Listen - Allows the Supervisor Admin to passively listen in on the call.
- Coach - Allows the Supervisor Admin to speak, but only the CSR will hear.
- Join Call- Allows the Supervisor Admin to speak, and everyone will hear.
- Intercept - Takes the call from the CSR, so only the customer and the Supervisor Admin are on the line.
- Hang Up- Ends the call for all parties.
Supervisor Dashboard
The Supervisor Dashboard allows Admins to view charts that reflect how conversations have been handled in Connection. Supervisors can also oversee the current availability of their CSRs, and check into past conversations with customers.
To access the Supervisor Dashboard, click on the profile icon in the top right corner of the page. Next, click the Supervisor Dashboard link.
Once you've been taken to the Supervisor Dashboard, you'll be able to see the available charts detailing calls, emails, and SMS texts. Click on the icons on the left to see Agents, and Conversation History.
This screen shows the availability of each CSR.
This screen shows the history of conversations in Connection. Supervisors can search for conversations over different methods, and over time.
Looking for a more interactive course on Connection for Supervisors? Check out our Learning Management System (LMS)! Our courses are available to all Successware users. If you don't have a sign-in for our LMS, contact us at training@successware.com for a free account.
https://successwaretraining.com/myinfo/