{"id":2734,"date":"2024-02-11T16:26:47","date_gmt":"2024-02-11T16:26:47","guid":{"rendered":"https:\/\/sensehosting.ca\/?page_id=2734"},"modified":"2026-01-28T19:20:44","modified_gmt":"2026-01-28T19:20:44","slug":"cc-omnichannel","status":"publish","type":"page","link":"https:\/\/sensehosting.ca\/?page_id=2734","title":{"rendered":"Omnichannel"},"content":{"rendered":"\n<h2 class=\"wp-block-heading has-large-font-size\"><strong>New Omnichannel<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/sensehosting.ca\/wp-content\/uploads\/2025\/04\/SH1-300x146-1.png\" alt=\"\" class=\"wp-image-3477\" style=\"width:180px;height:auto\"\/><\/figure>\n\n\n\n<p>With the introduction of the Omnichannel feature, we have restructured the Contact Center menu into three distinct sections for enhanced clarity and user experience:<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Contact Center Unified Communications\" width=\"525\" height=\"295\" src=\"https:\/\/www.youtube.com\/embed\/LE0u3jCqIk8?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><strong>VOICE<\/strong><br>This section encompasses \u2018Queues\u2019, \u2018Dialer\u2019, and \u2018Feedback Forms\u2019.<br><strong>MESSAGING<\/strong><br>This section includes \u2018Queues\u2019, \u2018Chatbots\u2019, \u2018Channels\u2019, and \u2018Settings\u2019.<br><strong>GENERAL<\/strong><br>This section includes \u2018Agents\u2019, \u2018Voice Statistics\u2019, blended \u2018Statistics\u2019 (encompassing both<br>Voice and Messaging data), and the \u2018License\u2019 page.<\/p>\n\n\n\n<p>This reorganization aims to offer users a more streamlined and intuitive interface, ensuring<br>that all features and tools are easily accessible and well-categorized.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center has-white-color has-luminous-vivid-orange-background-color has-text-color has-background has-link-color has-medium-font-size wp-elements-ed0d5efd36b9958caa78dd365b54f7ab\">Keeping Track Of All Communication Channels<\/p>\n\n\n\n<p class=\"has-text-align-center has-white-color has-luminous-vivid-orange-background-color has-text-color has-background has-link-color has-medium-font-size wp-elements-867ae179323f9f0372c6dd792c850be6\">Your clients can enjoy a clean overview of queues across all channels with an omnichannel-capable panel that offers real-time insights into both agent and queue performance<\/p>\n\n\n\n<p><a href=\"https:\/\/cdn.bicomsystems.com\/wp-content\/uploads\/2025\/07\/Product-Overview-Contact-Center-2.pdf?_gl=1*3zbtoe*_gcl_au*NzI4NDY4Mjc2LjE3NjY4NTAzMTI.\" target=\"_blank\" rel=\"noreferrer noopener\">Contact Center Brochure<\/a> &#8211; <a href=\"https:\/\/cdn.bicomsystems.com\/wp-content\/uploads\/2025\/02\/Datasheet_Contact_Center.pdf%20?_gl=1*uk6oki*_gcl_au*NzI4NDY4Mjc2LjE3NjY4NTAzMTI.\" target=\"_blank\" rel=\"noreferrer noopener\">Contact Center Datasheet<\/a> &#8211; <\/p>\n\n\n\n<p><strong>Queues<\/strong><br>The Omnichannel feature incorporates Messaging Queues to categorize and direct incoming<br>customer interactions systematically.<br><strong>Operation Times<\/strong><br>By defining operation hours, Queues can be tailored to align with business shifts or peak<br>periods. The \u201cOperation Times\u201d section now features two additional segments: \u201cLive Chat<br>Out Of Hours Message\u201d and \u201cMessaging Apps Out Of Hours Message.\u201d The former allows<br>businesses to set a specific message for visitors who access the Live Chat or SMS outside<br>of operating hours.<br><strong>Assignment Strategy<\/strong><br>Every Queue adopts two message distribution strategies: Manual Assignment and Auto<br>Assignment.<\/p>\n\n\n\n<p>In the Manual Assignment strategy, agents have the flexibility to either select tickets they<br>wish to handle or a supervisor can assign specific tickets to them. On the other hand, the<br>Auto Assignment strategy employs an algorithm to automatically distribute tickets, ensuring an equitable workload and preventing any agent from being overwhelmed or underworked. When the Automatic assignment strategy is selected, administrators are presented with an option for \u201cReturning customer,\u201d which can be set to either \u2018Yes\u2019 or \u2018No\u2019. Additionally, a timeframe can be specified, determining the period in which the system recognizes a customer as a returning one. Once identified, the system will route that customer to the agent they previously conversed with.<br><strong>Agents<\/strong><br>Users can add Agents to Messaging Queues. In the \u201cAgents\u201d section for the Messaging<br>Queues, we\u2019ve removed both the \u201cPenalty\u201d and \u201cSorting\u201d columns<\/p>\n\n\n\n<p><strong>Chatbots<\/strong><br>Chatbot is a virtual assistant integrated within the Contact Centre, designed to guide users<br>through predefined options and direct them to the appropriate Queue, enhancing their Live<br>Chat experience.<br>The Chatbots page allows users to configure the Chatbot\u2019s name, set a welcome message<br>displayed to Live Chat visitors, define messages for incorrect option selections, and confirm<br>correct choices. Users can designate options and associate them with specific Queues.<br>Additionally, there\u2019s a preview feature to visualize the Chatbot\u2019s appearance in the SMS<br>interface<\/p>\n\n\n\n<p><strong>Channels<\/strong><br>Channels serve as the mediums through which customers can establish communication<br>with Agents. Whether it\u2019s through Live Chat, Email, or Messaging, these channels ensure a<br>seamless interaction experience. Channels are more than just pathways; they are strategically<br>designed interfaces that cater to diverse communication preferences of the customers.<\/p>\n\n\n\n<p><strong>Live Chat<\/strong><br>Adding a Live Chat is simple. Users see a field to specify the domain for the chat\u2019s operation. Once set, this domain will be where the Live Chat runs after users copy a code snippet provided in the Chat Widget section.<br>Users can decide the method of request distribution: either through the Chatbot or directly to a Queue. If chosen via the Chatbot, users accessing the Live Chat will encounter options that guide them to a specific Queue. On the other hand, if guided directly, they will immediately be placed in a Queue. Both methods aim to streamline the user\u2019s journey to the desired destination<\/p>\n\n\n\n<p><strong>Email<\/strong><br>The Omnichannel module offers users the ability to integrate an Email channel. When adding this channel, there are two primary options: a Custom settings approach or the OAuth method.<br>For OAuth, currently, we support Microsoft and Google as options. In the custom settings<br>approach, users manually input all necessary details, including IMAP and SMTP connection<br>information. Additionally, users can specify the destination Queue where incoming emails<br>will be routed. This ensures that the emails are directed to the appropriate Agents for timely response and management<\/p>\n\n\n\n<p><strong>Chat Widget <\/strong><\/p>\n\n\n\n<p>The Chat widget is a code snippet that users can integrate into their web page. By embedding this code just before the closing tag on every desired page, it activates the Live Chat functionality. Once implemented, the Live Chat feature becomes accessible on the website, allowing visitors to initiate real-time conversations. After adding this code, the Live Chat should appear in the bottom right corner, enhancing user interaction and support capabilities<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Agent Additions<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agent statistics include Agent availability<\/li>\n\n\n\n<li>Agent availability report<\/li>\n\n\n\n<li>Agent Conversations Per Channel\/Queue Report<\/li>\n\n\n\n<li>Agent Missed Conversations Per Channel<\/li>\n\n\n\n<li>Agent sessions and pauses<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Queue Additions<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>statistics include All conversations per channel\/queue<\/li>\n\n\n\n<li>Conversations per channel <\/li>\n\n\n\n<li>Distributions of Conversations per Channel per Day<\/li>\n\n\n\n<li>Queue conversations per agent<\/li>\n\n\n\n<li>Returning customer<\/li>\n\n\n\n<li>The Service Level Agreement (SLA) per Channel\/Queue<\/li>\n\n\n\n<li>Unanswered conversations per Channel\/Queue<\/li>\n\n\n\n<li>Scheduled reports<\/li>\n\n\n\n<li><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Chatbots<\/strong><\/h2>\n\n\n\n<p>Chatbots serve as virtual assistants within the Live Chat. Upon entry, they present users with several options. Selecting an option directs the user to a specific Queue, accompanied by a welcome message. If a user approaches through SMS and selects the wrong option, they are notified about the invalid or incorrect selection. Once in the Queue, users can chat with an Agent and access all features like sending files, using emojis, etc. If users pick an option leading to a Queue outside operating hours, they will receive an out-of-operation hours notification. Users can also interact with Chatbots via the SMS channel.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-vivid-cyan-blue-color has-alpha-channel-opacity has-vivid-cyan-blue-background-color has-background is-style-wide\"\/>\n\n\n\n<div class=\"wp-block-media-text\" style=\"grid-template-columns:22% auto\"><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" src=\"https:\/\/sensehosting.ca\/wp-content\/uploads\/2022\/09\/image-3.png\" alt=\"\" class=\"wp-image-1983 size-full\"\/><\/figure><div class=\"wp-block-media-text__content\">\n<p class=\"has-vivid-cyan-blue-color has-text-color has-link-color wp-elements-232b1bf3c5d7f34bd2d47b25050fef4a\"><em>BICOM&#8217;s dedicated developers have worked tirelessly guided by the vision of making sure they provide our customers with effective solutions that will cater to their changing needs. <\/em><\/p>\n<\/div><\/div>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-vivid-cyan-blue-color has-alpha-channel-opacity has-vivid-cyan-blue-background-color has-background is-style-wide\"\/>\n\n\n\n<p><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"220\" height=\"84\" src=\"https:\/\/sensehosting.ca\/wp-content\/uploads\/2022\/09\/sense-logo.jpg\" alt=\"\" class=\"wp-image-1930\" style=\"width:125px;height:auto\"\/><\/figure>\n<\/div>\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Call us at 289-812-5111, x366 or email sales@sensehosting.ca<\/p>\n","protected":false},"excerpt":{"rendered":"<p>New Omnichannel With the introduction of the Omnichannel feature, we have restructured the Contact Center menu into three distinct sections for enhanced clarity and user experience: VOICEThis section encompasses \u2018Queues\u2019, \u2018Dialer\u2019, and \u2018Feedback Forms\u2019.MESSAGINGThis section includes \u2018Queues\u2019, \u2018Chatbots\u2019, \u2018Channels\u2019, and \u2018Settings\u2019.GENERALThis section includes \u2018Agents\u2019, \u2018Voice Statistics\u2019, blended \u2018Statistics\u2019 (encompassing bothVoice and Messaging data), and the &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/sensehosting.ca\/?page_id=2734\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Omnichannel&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2734","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages\/2734","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2734"}],"version-history":[{"count":41,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages\/2734\/revisions"}],"predecessor-version":[{"id":3713,"href":"https:\/\/sensehosting.ca\/index.php?rest_route=\/wp\/v2\/pages\/2734\/revisions\/3713"}],"wp:attachment":[{"href":"https:\/\/sensehosting.ca\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2734"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}