Publish Yonyx Interactive Guides to your Agents to improve First Call Resolution (FCR), improve Average Handle Time (AHT), improve Customer Satisfaction (CSAT) and reduce training cost. Recommended way to expose Yonyx Guides to your Agents is to Embed the Landing page right within the Helpdesk/CRM/Homegrown agent portal. Bear in mind, every Landing Page can be configured with independent Branding (look and feel identical to Helpdesk/CRM/Agent portal) and Access Control (Anonymous, Password Login or Single Sign On).
Different ways in which you can expose Yonyx Interactive Guides to your Agents include:
Embedded Landing Page
Embed the Landing Page right within the Helpdesk/CRM/Homegrown Agent console.
Standalone Landing Page
You can also use the Landing page stand alone by simply linking a button/link on Helpdesk/CRM/Homegrown agent console to the Landing Page.
Compliments to Authors
Agents traversing through the Guide can leave a compliment to the Author at any Step.
Let’s see how an Agent leaves a compliment.
Feedback to Authors
Agents traversing through the Guide can give Feedback to the Author at any Step. Feedbacks are used by Authors to enhance/improve the Guides.
Let’s see how an Agent gives a Feedback.
After Call Documentation
When the Agents finish a call, they simply click “Done” to auto generate After Call Documentation summary. This summary contains the entire Transcript of the path traversed by the Agent including the duration they spent at each step.
Let’s see how an Agent generates After Call Documentation.