Introduction to the Omni interface

This article discusses the typical interface that most Omni agents see. 

In the blue bar own the left-hand side of the interface are the various pages:

• Inbound. This is the main page for most Omni agents, letting you start and stop receiving calls and messages, and see and work with your active contacts.
• The green dot next to the Inbound icon indicates that Inbound is currently switched on.
• Outbound. If your work involves making many outbound calls, potentially working through a contact list to call, you can choose your project in this page.
• History. Review your history of calls and messages. Listen to previous call recordings.
• Search. Search for past contacts or conversations.
• Settings. Change your password and disable sound notifications.

Inbound page

In the top left of the Inbound page, you can see:

• The Active tab. The number next to it shows the number of conversations you currently have active.
• The Snoozed tab. Will display the number of conversations you currently have snoozed, if any.
• The Queues tab. (If enabled). Allows you to see messages waiting in the queues.
• The Callbacks tab. Allows you to see a list of arranged callbacks, either your private callbacks, or public callbacks which can be handled by any agent.
• Your administrator may add other tabs to the interface here. 

In the top right you can see:

• The Search box. Type in here to use the quick search to look for contacts or conversations.
• The Notification bell will show a red dot if you have unread messages waiting.
• Your username. Click here to set yourself as Away. If you have profiles, click here to switch profile.
• The Manual contact button. (If enabled). Allows you to make a call or send a text or email by typing a phone number or email address.
• The Start inbound or Stop inbound button. Click Start inbound to begin receiving calls and messages. Click Stop inbound to finish.
• Choose queues. (If enabled). the pen icon button next to the inbound button lets you select which queue to serve.

The Active tab

In Omni's main Inbound page, the first tab is the Active tab. In this you will see: At the top of the active list is Overview. See below for more information. If you point your mouse at the icon to the left of Overview, you will see a list of queues you are serving, or will be serving if you start inbound. Listed under Overview are all of the conversations you currently have active.

Overview

For many clients, if you have the Overview selected the main area of the Omni interface will show a report. This area can be customised, however, so your client may not display the report.

The report shows:

• Your activity for This day and for the Last hour. You will see the number of Calls, SMSs, Emails and Chat you have dealt with. Note that the Chat column refers specifically to Leadlink chats, and does not include Webchat chats.
• A list of queues, and their current performance.
• A list of currently logged in Agents, including their status. This list can be filtered to show particular Agent Groups.

Active list

Underneath the Overview, you will see a list of your active conversations. For each conversation in the list you will see:

• The contact's name.
• The subject of the message (for emails) or the start of the message (for other message types).
• The name of the associated project.
• An icon showing the message type.
• An indicator if the conversation includes unread messages.

Call interface

When you select an active conversation:

The general interface for handling calls and messages will be familiar. To help discuss the changes, consider the following parts of the interface:

• Active list (highlighted in red). This is where calls and messages you are currently working on are shown, and new message offers appear.
• Banner (highlighted in orange). Gives information about the current activity.
• Tabs (highlighted in yellow). You will always see a tab to view to contact’s History, and a tab for the current conversation. You will also see tabs for other conversations you have open, and (Optional) webpages added by Admins, for example the LeadDesk tab in the above image.
• Channels (highlighted in green). Available only if you are on the active conversation tab, allows you to switch the channel you are using, for example to send an Email to a contact who called in.
• Queue selector (highlighted in blue). Usually selected automatically for inbound calls and messages, will need to be set for manual contacts. Determines which categories are available (if you are using categories).
• Timeline (highlighted in purple). Shows the events (calls, messages and notes) in this conversation in date order. On the History tab, the timeline appears either as a table of conversations (in conversation view), or an event list (in linear view). This is based on a setting your Admin determines.
• Contact panel (highlighted in pink). As well as the contact information this panel shows the Categories, if you are using them, or a conversation list, if you are using linear view for the history. The contact panel can be hidden if you are working on a smaller screen. Click the chevron arrow  to hide it or show it again.