Learn how to use the MiCC Agent Console to handle live chat, video, and more. This training will guide you through the key features and help you confidently manage customer interactions.
Timestamps:
0:00 – 1:44: Introduction
- Overview of the video's structure and what to expect.
1:44 – 3:22: Starting and Accepting an Interaction
- How a customer initiates a conversation.
- How an agent accepts the interaction via the Mitel Console.
3:22 – 3:46: Customer Widget Features
- Overview of the buttons and options available to customers in the website chat widget.
3:46 – 5:30: Talkative Console Overview
- Summary of the key features available to agents in the console.
5:30 – 8:05: Messaging Functionality
- How to send and receive messages using the live chat feature.
8:05 – 11:51: Canned Messages & AI CoPilot
- Using pre-written canned responses.
- Leveraging AI CoPilot for real-time assistance.
11:51 – 12:08: Emojis
- How agents can select and send emojis during a chat.
12:08 – 13:17: AI Rewording Tool
- Rephrasing messages using AI to sound more friendly, professional, or detailed.
13:17 – 15:05: Internal Messaging
- Sending private messages to supervisors while handling a live interaction.
15:05 – 16:33: Navi – AI Support Assistant
- Introduction to Navi, which analyzes chat context and provides helpful suggestions.
16:33 – 20:52: Information Page
- Accessing detailed customer and system information.
20:52 – 22:38: History Page
- Viewing past interactions with the customer.
22:38 – 24:47: Translate Feature
- Enabling and using the real-time translation feature.
24:47 – 30:45: Video Calling
- Starting a video or voice call with a customer.
30:45 – 35:45: Customer View & Co-browse
- Viewing the customer’s active webpages.
- Guiding customers using on-screen overlays.
35:45 – 36:36: Connection Status
- Checking the customer’s connection status to the chat.
36:36 – 36:57: Transferring Conversations
- Transferring the chat to another agent or team member.
36:57 – 40:35: Ending an Interaction
- Step-by-step process for properly closing an interaction.
First Time Logging in
To log in for the first time, check your emails. You should have an email with instructions to log in.
Once successfully logged in you will be prompted to create a new password, please ensure that the password you create is secure and meets your companies password policy.
Accepting Chats
When a chat is routed to you, you will be prompted to "accept" the interaction. To accept a chat, simply click on the customer request. You and the customer are able to send messages back and forth.
Canned Messages
To save time typing out common messages, you are able to use 'pre-canned' chat messages. In order to type a canned message, type ## to bring up a preview of all the available canned messages.
You can then use the arrow keys to cycle through the options or use a mouse and scroll wheel. You can also type out the first few letters of the canned message shortcut to narrow down available options.
To select a canned message either click it or hit enter/tab if using the arrow keys. This will then paste that message into the chat box allowing you to press enter again/click send to send the message.
Extra Information
By clicking on the "Information" tab, you can see the customer's details and their journey through your website
Handling Multiple Chats
Within Web Ignite, to handle a second interaction, simply "accept" the interaction in the same way you did for the first chat interaction.
This will bring up the second chat interaction. You can either have these interactions side by side, or toggle between them. You can choose your view by toggling the button in the top right corner of the console.
Transferring Chats
To transfer an interaction to a colleague click the transfer button found at the top right-hand side. Then search for the the agent you wish to assign the interaction to, then click on their name to transfer.
Ending Chats
The customer can end the chat session at any time. If the customer ends the interaction, you will be presented with the wrap up screen.
If you feel it is time to end a chat, you can do so by simply pressing the 'End Interaction' button. This is the red X button in the top right-hand corner.
When ending the interaction, you must first apply "outcome tags".
Thanks for completing this agent training, you’re awesome! 😎
If you would like to organise a formal training session, or if you think there's something this guide doesn't cover, please contact us!