FAQ

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Set up

It’s easily done with our routing settings. Simply set up the queues you want, identify words or phrases that are often used in the emails for each queue and add them in the system. When an email comes in, the system will put it in the queue with most routing hits.
If an email ends up in the wrong queue, just add more words or phrases that match the email to make sure it is delivered to the right queue next time a similar question comes in.

By using our advanced routing feature. The email accounts have to be set up on any of the other queues, not the queue that will be shared. Create two routing groups, one for each email account, containing the queues that will receive emails from the account. The shared queue should be added in both groups.

This is very easy to do. You connect queues and agents through groups. Create a group and decide which queues the group should be connected to, and then add agents to the group. If an agent is not added to any group, he/she will not see any errands at all.

You create two queues, one for wall posts and one for private messages and create two groups – one for each queue. Then add the agents to respective queue.

Yes, when we set up your system, we add a rule that only team leaders and admins can do that.

Yes, absolutely! We will send you our API and you can design your chat any way you like. If you want it more simple, you can use our standard chat and just add your logo.

We have settings for that; each agent can add the time zone he/she works in under My profile.

Yes, we have two ways of doing that:
a) Set up a notification email that will be sent to chosen persons if a chat is rejected due to no agents available.
b) Keep an eye on the Capacity Utilization report, it will show you how many persons you need active for chat.

Each queue has its own SLA settings. You decide how long an errand can be in a queue before it gets expired, and you can also decide how long before it expires a warning should show up. Expired errands and errands with a warning can be shown first in the errand list to make sure agents pick those first. You can also set up that a notification email should be sent out to chosen people when an errand expires or gets a warning.

Errand handling

By having the agents use the “Pick-up next” feature. They will then not go back to pick a new errand themselves after finishing one – the system will give them the next one automatically.

A very important thing for customer service is to make sure the customers get the help they are asking for, so forwarding an errand to somebody outside the system and ask them to reply to the customer, is just not good enough. In Cention, the agent can ask for internal help from another agent in the system, or externally from somebody that doesn’t work in the system, and still keep the errand – to make sure the customer gets an answer in the end. This is simply done by using our Collaboration feature, allowing the agent to contact chosen persons, and even let them read the customers email if wanted. Any answers given from the people that helped, will be found in the customer errand, and the agent then choose what to reply to the customer.

When you open an errand, all previous errands from that person will be shown on the errand page, you can scroll through them to see what he asked before, and also see what was replied and by whom.
Any unanswered errands from the customer will be shown in the same place, so that you can acquire them too and reply to all at the same time. This saves a lot of time for the customer service team.

As soon as an agent has clicked on an errand in the errand list, no other agent can take the same errand, he/she will then be notified that the errand is already taken and by which agent.
A better way is to use our “Pick-up next” feature, that way the agents never have to go back to the list to pick an errand, the system will automatically open the next one in the queue when an errand has been handled.

By using our feature “Group errands”. Then all errands in the same thread will be grouped so that when an agent clicks on one of them, he/she gets all open errands in the thread.
If a customer sends in new emails (new threads), you will still find all open errands from the same customer on the errand page, so that the agent can acquire all of them and send one answer.

There are a few things you can do:
a) Set up a reoccurring receipt that will be sent out after a chosen time. There you tell your customers that you still have their email and when they can expect an answer. That way you hopefully avoid them sending you emails asking why you haven’t replied.
b) If there are several emails from the same person, the agent will see that when opening one of them. If that is the case, the agent can acquire the other errands and reply to all of them with one answer.

By using our contact card you can add several contact ways to the customer. When opening the errand, choose which channel you want use when replying. This can be done for any available channel, as long as you have the contact information.

Yes, we have a 3 level classification feature that allows you to set up all the tags you need. Each queue can have their own tags and you decide the names yourself.
The system comes with a standard report showing you how many errands that received each tag.

Yes, we have automated tagging. It pretty much works in the same way as the routing feature. You simply set up a number of words or phrases and decide which tags errands with those words should get.
When they arrive in Cention, the system automatically tags them when they are put in a queue. This gives you the possibility to sort the inbox on tags to easily find the errands you are looking for.

Statistics

ook at the Incoming report and choose:
Weekdays – to see if how many people you need during different days.
Hours – to see when during the day you have most errands for each channel.
Dates – is it any different in the beginning/end of the month?
This will give you a very good overview and helps you have the right amount of agents for each channel and day.

By looking at the Closure status report. This will show you exactly what each agent has been doing, for example answered errands, deleted errands, forwarded to another agent/area, answered chats etc.
The User activity report will show you for how long during the day the agent has been available, away or on a break.

Yes, look at the Average handling time report. That will show you how long in average it takes an agent to reply to an errand. Then you can easily calculate how many they should handle in a day.
That in combination with the Incoming report helps you plan how many agents you need.

In Cention you can create your own reports using any available key value. You can choose several key values (incoming, answered, average response time etc) and then choose how you want them presented; by organization, area, agent etc. The possibilities are endless!

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