Expert Training Presentation September 2013 Rev 3 Instant Queue Manager Enterprise Click to Chat

Overview and Agenda Overview of Queue Manager Basic expert usage and features Installation steps Extra and advanced features Training videos available at:

Overview - Key Business Drivers You need to connect customers to sales staff and customer support – in real time – over a web site, mobile device, or IM gateway You need rich metrics and reporting on inbound chat requests and the ability for managers to monitor in real time Leverages IBM Sametime to route IM chat requests (people looking for help) to an expert

Solution: Instant Queue Manager Enterprise ‘click to chat’ for immediate access to helpful experts “Queue Manager enables our global help desk to immediately resolve more than 500 requests per day” “By 2013, we anticipate that 75% of our help desk requests will be handled using Queue Manager and IM”

A Few Core Concepts Seeker: A person who is seeking help from a web page, mobile device, or enterprise IM client Expert: A person or group who can provide expert assistance – anywhere in world – on IM/presence system Queue: The mechanism that will receive seekers and connect them with experts. Interview: Optional input (questions or forms) that may be applied to a seeker before or during the routing process.

Basic Expert Operations Accept a chat – using Sametime client Use standard replies – if you want send use standard text replies for each queue Transfer to another expert Invite anyone from Sametime to chat Transfer to another queue

Expert Overview After installing the plugin, will notice a bunch of new icons on chat window When you login you will be active in the Queue Just keep using Sametime and chats will be routed to you

Expert Overview Expert icons and features

Queue Manager – Accept a Chat Should have the plugin installed – Press ‘y’ to accept the chat Panel is added to the bottom of the chat window after the chat is accepted (optional) Manager dashboard will indicate the status of the chat – and that it has been accepted

Queue Manager Standard Replies Provides experts with ‘canned messages’ and standard text Server based replies are centrally managed and applied to a queue Experts within each queue have access to the same list of standard replies – managed per queue on the server Experts may maintain their own list of replies

Queue Manager – Transfer to Expert Must have the plugin installed – icons to transfer are added to chat window icon toolbar Can transfer to another expert in the queue Typically a ‘warm transfer’ so the customer is transferred and accepted without closing the chat

Queue Manager – Transfer to Anyone Must have the plugin installed – icons to transfer are added to chat window icon toolbar Ability to invite anyone (who is logged into Sametime) into the chat Front line experts can now include additional subject matter experts and entire organization can be leveraged

Queue Manager – Transfer to Queue Expert must have plugin installed – may need to refresh settings in preferences Icon available on chat window List of queues will be displayed and seeker will be transferred

Embedded Panel Optional service that provides the expert with information on the customer – when they get connected Can be customized as part of the deployment – and information may be attached, updated, and modified:

Why Use the Plugin? Will allow each expert (person) to accept and handle more than one chat request at a time. Access to server based standard replies – can also add your own standard replies Ability to transfer request to: Another expert in the queue Another queue Any other person within your Sametime deployment Embedded panel may display customer information Option to display a mini dashboard of queue activity

Installing Queue Manager Plugin – Small pause here while waiting After adding the plugin you will wait for Sametime to start loading the plugin.jar file from either the install site or your local drive You may wait up to one minute After the plugin is loaded, you will configure the settings

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