SC202 – Advanced Demo Training Sales Training Curriculum TC-202, Rev. 2

SC202 – Advanced Demo Training

Sales Training Curriculum

TC-202, Rev. 2

2

LiveOps Training Curriculum

Overview

• SALES Courses (SC)– SC101 – LiveOps Basic Sales Training Class– SC102 – LiveOps Advanced Sales Training Class– SC201 – LiveOps Basic Sales Demo Training

• SC201c – LiveOps Sales Demo Certification– SC202 – LiveOps Advanced Sales Demo Training

• SC202c – Advanced Demo Certification

• TECHNICAL Courses (TC)– TC401 – LiveOps Basic Technical Training– TC402 – LiveOps Advanced Technical Training & Troubleshooting– TC403 – LiveOps Network Design, Telephony & Security

SC – 202 Advanced Demo Training Agenda

Advanced Demo Certification Feature List

1 - WebRTC Call 7 - Multi-Channel Message Manager

2 - Web Service Request 8 - Multi-Channel Dashboard

3 - Outbound Dialing Campaign 9 - CRM Integration

4 - Voice Recognition IVR 10 - Data Field Groups and Data Field Maintenance

5 - Multi-Channel Admin Settings 11 - Engage and CRM Record Pop Out

6 - Multi-Channel Broadcasts 12 - Agent Alert

4

Introductions

WebRTC Calls

6

• GOAL: Demonstrate Receiving a Call via the WebRTC Integration in Engage

• Tenant Prerequisites– The LiveOps tenant must be pre-configured for WebRTC integration– Talk to your ProServices Project Manager to ensure Twilio/WebRTC is enabled

for your tenant– “Configure > Call Center > Edit Call Center”

• Agent Prerequisites– The WebRTC Agent Attribute needs to be configured

• “User Accounts > Edit Users > [[Select your user]] > Edit > Administrative Tab”• Ensure “Is Twilio Phone Number” is set to “Yes’

WebRTC Calls

7

• Agent Prerequisites (continued)– Demo Account Requirements

• The Agent must have a Twilio-provided DID– Warning: If the WebRTC/Twilio Agent Attribute is set to YES and you use a non-Twilio

number you will NOT have telephony controls during the call– Fix: Set the WebRTC/Twilio

Agent Attribute to NO when using a non-Twilio DID

• Auto-Answer– The LiveOps tenant might be configured to “Auto Answer” calls when using WebRTC

» MC Admin > Admin > Core Config Console > Core Settings Tab > Voice Settings

– Be prepared to explain if the “Auto Answer” feature is ON, that calls will be immediately “live”, and show the “End Call” button

WebRTC Calls

8

• DEMO STEPS

• Place an Inbound WebRTC Call– Call into your demo number with the Agent in an “Inbound Available” state– The call will auto answer (or click the “Answer” button in Engage)

– Show & describe the mid-call telephony features, click on the “End Call” button and show the disposition states

WebRTC Calls

Web Service Requests

10

• GOAL: Demonstrate Sending in a Web Service Request & Responding with Engage

• Tenant Prerequisites– An Email Enquiry Form needs to be configured on the demo tenant– “Configure > Multichannel > Edit Multichannel” to open the MC Admin Portal– In the MC Admin Portal: “Admin > Enquiry Forms” – Web Service Request Example:

https://public48.mc.hostedcc.com/losalesdemo/forms/WebServiceRequest

• Agent Prerequisites– Ensure that your demo account has the proper Channel Processing Rights and

Skills for the Web Service Request– Web Requests come into the LiveOps system as Email messages– “Admin > User/Team Setup > [[Edit your user]] > Rights”


https://public48.mc.hostedcc.com/losalesdemo/forms/WebServiceRequest

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• DEMO STEPS

• Inbound Web Service Request– Fill out the Web Service Request

Form and click on the “Submit” button

– Accept & respond to the Web Service Request email within Engage


Outbound Dial Campaigns

13

• GOAL: Demonstrate and Explain LiveOps’ Outbound Dialing Solutions

• Tenant Prerequisites– The LiveOps tenant must have an “Outbound” Campaign created and configured– The campaign can be set to Progressive or Push Preview

• Agent Prerequisites– Ensure that the Agent’s User account has Outbound Agent Attribute set to Yes

• Outbound Dialing Campaign Attributes– The next several slides will help you understand and explain the details behind

each of the Outbound Campaign tabs and attributes, including:– General Tab, Telephony Tab, Dialer Start/Stop Tab and Leads Tab


14


The weight can be used to prioritize the order in which multiple Campaigns are dialed when there is a significant queue of leads

The duration, in days, the lead will remain active

The number of hours between call retry attempts

Determines Single or AM/PM retry attempt

Progressive or Push Preview

Maximum number of re-dials per unique ANI before the system automatically expires the lead

Message that appears to the agent in Phone Panel when call is connected

Screen Pop URL Type

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Time and day of the week dialer will be activated

Start & Stop Dialer

Daily DNC Periods

Days NOT to call/Holiday Schedule

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Batch Uploads of Multiple Dial Lists

18

• DEMO STEPS

• Click through and discuss the attributes of each Tab– GENERAL Tab– TELEPHONY Tab– DIALER START/STOP Tab– POOLS Tab– LEADS Tab

• Upload a pre-made .CSV file into your list

• Click “Start Dialer” to start the Campaign

– It will take approximately 2-4 minutes for the call to reach your agent– You should get a screen pop with the outbound information (Preview)– Must click “Dial Now” to dial the external number


19

• Tips and Tricks– Progressive & Push Preview Outbound Dialing are the only dialing types

supported to date for Platform deployments (The drop down box shows more)– When uploading a dial list you can view a sample file by clicking on “Add Bulk

Leads”

– Then select “example CSV file”


20

• Tips and Tricks – When saving a .CSV list from a Mac using Excel, be sure to save it as a “Windows

Comma Separated (.csv)” file type

– When uploading the leads list, click “Choose File”– Checking “Allow all leads, regardless of other mitigating conditions” will allow

the uploading of duplicate numbers– You must enter a descriptive Batch Name, then click “Upload Leads”


21

• Tips and Tricks – When showing a Progressive Dialer Campaign you will want to go to “Voice

Outbound Only” mode by clicking on the phone icon– This will call your phone and initiate an “Open Line”– This keeps the agent talk path connected and enables rapid dialing


Voice Recognition IVR

23

• GOAL: Demonstrate an Inbound Voice Recognition IVR Call

• Tenant Prerequisites– The LiveOps tenant must be configured with a Voice Recognition IVR – This must be setup by LiveOps Professional Services

• Agent Prerequisites– Ensure that the demo account has the proper routing attribute set– “User Accounts > Edit Users > [[Select your user]] > Edit > Routing Tab”– Ensure “Voice Recognition IVR” is set to “Yes”


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• DEMO STEPS:

• Dial 1-800-840-6671 to access the “Lightspeed Internet” IVR– On prompt #1 say “one” >> for Sales– On prompt #2 say “one” >> to find “Which package suits you best”– On prompt #3 say “one” >> to hear “Great Internet Packages”– On prompt #4 say “Light” to hear about the “Light-use package”– On prompt #5 say “Help me”

– The call will be routed to your agent’s phone– The call will be listed as coming from the “Light Internet Usage Package”

– Accept the inbound call via Engage– Participate in the post call survey after the agent hangs up the call


25

• Tips and Tricks– The Voice Recognition IVR has a LiveOps script pop-up window associated with it

that can not be turned off– Tips:

• Simply close out the black window if it pops up, or• Turn on the pop-up blocker on the web browser you are using, or• Make a call into the Voice Recognition IVR prior to the demo and minimize the black

window.

– If you call into 1-800-840-6671 and on prompt #1 say “help me”• The call will ring into the Agent Pool• The black pop up window will not appear


Multi-Channel Admin Settings

27

• GOAL: Show and Explain Channel Priority, Grade Of Service Target, Grade of Service Interval, Wait Time Warning Interval & Max Concurrent Per User

– In the MC Admin Portal, navigate to: “Admin > Settings > Channel Settings Tab”

• Channel Priority– Allows customers to prioritize their enabled channels with 1 being the highest (delivered 1st) &

100 being the lowest (delivered last)

• Grade Of Service Target– % of messages being processed within the Grade Of Service Interval (time) to achieve a 100%

Grade Of Service (GOS) target

• Grade Of Service Interval– The amount of time that may elapse before the GOS threshold is exceeded

• Wait Time Warning Interval– Maximum time allowed for a message received into a channel before the wait timer appears in

red (Message Manager) or Black (Engage Agent Dashboard)

• Max Concurrent Per User– The maximum number of interactions an agent can process per channel. These are tenant wide

default settings. Individual Agents can be configured for greater or lesser numbers.


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Chat has highest priority w/SMS 2nd, voice 3rd & email/phone/Facebook tied

for 4th

75% of SMS messages need to be answered within 5 minutes to

achieve 100% Grade Of Service

Maximum time allowed before the wait timer appears in red in the

Message Manager and black on the Engage Agent Dashboard

Maximum number of concurrent SMS interactions an agent can

accept (3)

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There is 1 SMS in queue that exceeds the 5 minute Wait Time Warning Interval & the Grade Of

Service Target is 75% which is currently at 25%

In order get the Grade Of Service Target back to 100% then 75% of SMS messages will need to be

answered inside of 5 minutes

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The longest queued SMS message is 19 minutes & 47 seconds which is outside of the 5 minute target time

An Agent can hover over the longest queued time and see exact Grade Of Service currently. The target is 75% and SMS is currently at 25%

Multi-Channel Admin User/Team Setup

32

• GOAL: Show and Explain User Details, Rights, Skills & Processing Limits

• User Details– User ID – Unique Agent identifier– Agent Name – Name that will be displayed on the Engage interface when the Agent logs in– Pseudo Name – This is the name that will be displayed when the agent is web chatting with a

customer rather than their real Agent Name– Email Address – Agents Email Address– User Type

• Admin – Access to Message and Operations Console, Reporting and System Admin Console• General – Typical agent access• Team Leader – Access to Message and Operations Console, Reporting and restricted access to the Admin

Console. Can be configured so they see the Message Manager for messages from their team’s skills.– Team – Select the team that the user belongs to. This information is used for Reporting, the

Dashboard view and will determine who is able to QA this users messages.– Status – Active or Inactive– QA Status (%) – % of agents interactions that will be sent to QA User for review before being sent– Ext. Agent ID – Field that stores an alternate identifier for this user– Time Zone – Agent time zone will reflect the date and time stamp that messages have been sent

and received


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• MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]]”


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• MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]] > Rights”– Access – Which components of the MC Admin interface the user has access to– Channel Processing Rights – Which channels an Agent has access to– Other:

• Automatic Message Delivery – Messages are automatically pushed to the user• QA Capable – Allows User to QA messages and they only receive QA messages• Enable Agent Alert – Enables auditory and visual alerting to agents for new work offers

and chat updates


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• MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]] > Skills”– Checkboxes determine which skill set this user is assigned to


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• MC Admin Portal: “Admin > User/Team Setup > [[Edit your user]] > Processing Limits ”

– Allows per channel processing limits for a User with the Global Default comparison


Multi-Channel Admin Keywords

38

• GOAL: Show and Explain Keyword Setup, Priority, Match Type, Keywords, Auto Response, Output State, Message Priority, Category/Subcategory, Channels & Processing Rules

– MC Admin Portal: “Admin > Keywords”

• Priority– Messages are processed by priority– Note – if there are two keywords in one message, this priority value will be used to identify

which rule should be applied

• Match Type– This is where the message will have a keyword or phrase that conforms to the match types:

Equals, Contains, Ends With, Regular Expressions or Starts With

• Keywords– The keywords or phrases used to match Multi-Channel textual messages

• Auto Response– Message that is automatically sent to the customer when the match type is successful


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• Output State – Agent Router – Message needs further Agent processing after auto response has been sent– Send Auto Response – Further Auto Response rules by time may apply to the message– Message Closed – No further action is required– Skill Assignment Handler – Route the message according to assigned skill

• Message Priority– Increase or decrease message priority based on keyword criteria. Priority values are between 0

and 255

• Category/Subcategory– Categorizes keyword search to proper Output State. Subcategory defines more specific match

• Channels– Select which channels the keyword switch applies to

• Processing Rules– Process – Cleans text of non-alphanumeric characters as well as changing text to the same case

prior to looking for match.– Fuzzy Match – allows for less than 100% match to be considered successful. This is particulary

useful when you want to the keywords to be case insensitive – e.g. alert, ALERT, Alert– Fuzzy Matching % – based on the minimum number of operations needed to transform one

keyword into another; where an operation is an insertion, deletion, or substitution of a single character.


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• Editing a rule:

Multi-Channel Broadcasts

42

• GOAL: Show and Explain Broadcast, Channel Selection, Customer Groups, Email Content, SMS Content, Sending Options, Preview & Confirmation & Campaign Dashboard

– MC Admin Portal: “Broadcasts > New Broadcast”


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• Step 1a: Define your Broadcast – Mode– Select Channels – Allows the Broadcast to be configured on a per channel basis

• Default Channel Only – Will send the message only to the customer record’s specified default channel

– Express – Sends the Broadcast to both Email and SMS if available within the customer record

– Single Channel Plus Backup – Broadcast message will be sent to customer record’s default channel and if a broadcast failure is detected it will resend the message on the alternate channel


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• Step 1b: Define your Broadcast – Customer Groups – Customer records can be categorized into groups or individual customers can be

added via the “Notification Customers” search field


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• Step 2a: Define Channels – Email Content – Email messages can be created with attachments, tracked URL’s and Subscription

Links


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• Step 2b: Define Channels – SMS Content– SMS messages can be created with up to 160 characters before SMS truncation

will occur.


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• Step 3: Select your sending options– Define when the Broadcast will be sent and how many messages per hour


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• Step 4: Preview & Confirmation– Review Broadcast parameters as well as email & SMS Content


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• Campaign Dashboards– MC Admin Portal: “Broadcasts > Campaign Dashboard”

– Dashboard Tabs• Snapshot• Recipient Summary• Link Click Summary• Bounce Summary


Multi-Channel Message Manager

51

• GOALS– Show and Explain Queued items & how to manually close the interactions– Explain how to divert a message to another skill assignment– Show and Explain how to reset/re-queue messages that are assigned to agents

– MC Admin Portal: “Message Manager”


52

• Show and Explain Queued items & how to manually close the interactions– Show Skills, Queue, Category/Subcategory, Channel, select a message, Assign To

and Close a message


53

• Show and Explain how to reset Messages that are assigned to agents– View Assigned Messages & select message and Reset


Multi-Channel Dashboard

55

• GOALS– Show and Explain The Multi-Channel Expanded Dashboard– Click on the Queued Items to move to the Message Manager– Click on the Dashboard Button to move back to the Multi-Channel Dashboard

– MC Admin Portal: “Dashboard”


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• Show and Explain The Multi-Channel Expanded Dashboard– Click on the Queued Items to move to the Message Manager


Click on “View” to preview content

Click to change channels

57

• Show and Explain The Multi-Channel Expanded Dashboard– Click on the Dashboard Button to move back to The Multi-Channel Dashboard


Expand and collapse Channel Info

CRM Integration

59

• NOTE: CRM Integration is a NEW feature and is available in Engage and Multi-Channel admin version 1.4 and above

• GOALS: Show and Explain: Settings, Contact Config, Lead Config, Interaction Config & Sync tabs

CRM Integration

60

• Show and Explain: Settings Tab

CRM Integration

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• Show and Explain: Contact Config Tab

CRM Integration

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• Show and Explain: Lead Config Tab

CRM Integration

63

• Show and Explain: Interaction Config Tab

CRM Integration

64

• Show and Explain: Sync Tab

CRM Integration

Data Field Groups and Data Field Maintenance

66

• GOALS– Show and Explain the Data Field Groups & Data Field Maintenance tabs – Explain how they integrate into the Engage CRM interface


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• Show and Explain: Data Field Groups Tab


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• Show and Explain: Data Field Maintenance Tab


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• Show and Explain: Engage CRM Interface and Data Fields


Engage and CRM Record Pop Out

71

• NOTE: CRM Record Pop Out is a NEW feature and is available in Engage and Multi-Channel admin version 1.4 and above

• GOAL: Show and Explain– Record Type– Status Type– CRM Generated CustomerRef1 Number– Custom Engage CRM Fields – “Pop Out” button within Engage– Engage Interactions object within the CRM Contact or Lead– Direct access to CRM Opportunities & Cases– Show Channel, Handled By, Message Direction & Message Text in an Engage

Interaction


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• Show and Explain– Record Type – Allows an Agent to determine if the Record is a Contact or Lead.

– Status Type – Allows an Agent to determine if a Record is Active or Inactive.

– CRM Generated “CustomerRef1” Number – Customer Record number that is generated by the integrated CRM (e.g. Salesforce.com)

– Custom Engage CRM Fields – Custom Engage fields that can be integrated to backend CRM systems or function as a stand alone CRM.


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• Show and Explain: CRM Record Pop Out button


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• Show and Explain: Engage Interactions Object


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• Show & Explain: Direct Access To CRM Opportunities and Cases


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• Show and Explain:Engage Interaction

• Channel• Handled By• Message Direction• Message Text


Agent Alert in Engage

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• GOAL: Show & Explain the Options button w/Agent Alert Settings– Options Button – Click on the Options button

– Notifications• Explain the Desktop Notification

and Audio Alerts options

– Agent Alert – Show Agent Alert by going to Multichannel mode and waiting for interactions

– Chat Updates – Show Agent Alert of Chat Updates by running two separate web chat sessions

Agent Alert in Engage

Thank you!

Questions & Answers

Documents

SC202 – Advanced Demo Training Sales Training Curriculum TC-202, Rev. 2