Omnichannel – Manager Guide
Omnichannel - Log in When logging into Omnichannel for managers, their credentials will be the same as logging in to InfinityOne. Log in to Omnichannel. Users will be met with…
Omnichannel – Chats in Progress
Chats in Progress Once a Guest has been moved to the Chats in Progress for a particular agent, it is only seen as a chat in progess by that agent. If the…
Omnichannel – Queued Chats
Viewing Queued ChatsThe following explains the interactions and how-to for Agents and Queued chats.To interact with queued chats, agents must set their status to available. To do so, click the Availability icon…
Omnichannel – Agent Login
Omnichannel - Log in When Agents log in to the Omnichannel their credentials will be the same as their InfinityOne credentials. The following will show what the Agent will see…
Omnichannel – Agent Guide
LoginRefer to InfinityOne - Logging In and Omnichannel: Logging In.Agents will be prompted to log-in and when successful will be sent to the welcome page.Log in to Omnichannel.Agents will be presented with the Welcome screen.Chat…
Omnichannel – Departments Settings
Departments Settings To configure Departments settings Admin can access this tab through clicking on the Departments tab on the right side. Adding Departments To add a new department. Click on the +New button at the top…
Omnichannel – Agents Settings
Agents SettingsTo configure Agents settings:Access this tab through clicking on the Agents tab on the left-side.Admin is presented with list of current agents.Adding AgentsTo add a new Agent:Click on the search bar underneath Username and look for the…
Omnichannel – Managers Settings
Clicking on the Managers tab on the left side will display the list of any assigned managers with the option to add or remove Managers. Admin can access this tab through clicking…
Omnichannel – Livechat Installation
Livechat Installation Clicking on Livechat Installation displays the installation script that is to be pasted into the customer website. Clicking on the Copy button to copy the installation script. Paste the copied script into…
Omnichannel – Current Chats
The Omnichannel settings are used primarily by users with Administration privileges. The left-side menu Admin can also see other sub-options such as Managers (for manager settings), Agents (for agent settings), Departments (for editing department settings), and Livechat Installation (for the…