Overview: Queue tab settings (Edify Console)

Edify Console > Queues > Overview: Queue tab settings (Edify Console)

This article describes the tab settings available for queues in Edify Console.

In this article

Overview

In Edify Console, the Tabs container under the Queues workspace is where you define the tabs - or the standard applications natively built in Edify - that an agent can access when managing interactions. You can enable and disable these tabs differently for each queue. The applications available in this container include: Journey, Map, Knowledge, Fax, Message, Email, and SFDC Lookup. All of these applications are available for all queues. However, if you need the agent to access additional applications in addition to or in place of these standard tabs, then use the Custom Tabs container to add these business-specific resources.

In either case, both the Custom Tabs and these standard Tabs are displayed in either the large and/or small Tabs Panels of the interaction. There is a Tabs panel across the top of the customer details (Small tabs), and there’s a panel of tabs to the right of the customer details (Large tabs). The Small tabs panel gives an agent access to toggling between applications on the left side of the interaction while still viewing applications on the right side. These two panels give an agent the ability to easily toggle between all the tabs configured to this queue.

Since each queue manages different types of customer needs, only enable the tabs that your agents need when working on resolving these types of customer interactions. So, when you’re deciding on which tabs to enable, think about how the agents engage with the customers. Then, identify what resources they need to resolve the interaction.

Visual breakdown

  • Journey Tab (A): This tab is where you define the agent’s ability to view the customer’s engagement history with your company during an interaction. This tab works with the Journey container in the Queue workspace of Console, which is where you set the specific data that the Journey container tracks. This means that you’ll need to also configure the Journey container when this tab is enabled. When this tab is enabled, it populates for the agent in the Tabs panel and it gives the agent access to a full list of all the customer’s previous engagements with the company, which can include the customer’s engagement with other queues. If needed, the agent can then open any previous interactions to review all the saved data and conversations. However, when this tab is disabled, the journey tab isn’t displayed for the agent, so they don’t have access to viewing any past interactions where the customer engaged with your business.

    • Journey (Small Tab): This tab functions like the Journey Tab. However, this specific tab populates in the Small Tab Panel, which is on the left-hand side of the interaction workspace.

  • Map (B): This tab is where you define the agent’s ability to view an interactive map within the interaction. This map links to the customer’s IP address or phone data to populate the geographical location of the customer when the interaction is created in Queue. The map displays a static location. So, if the customer is “on the move”, like when web chatting Support from a personal hotspot as a passenger in a moving car, then the map only displays the location of the customer’s IP address when the interaction was created in Queue. When enabled, the map populates within the interaction at the bottom of the Customer Details tab, which is on the left- hand side of the interaction. If this tab is disabled, then the agent doesn’t see a map within the interaction.

  • Knowledge Tab (C): This tab is where you define the agent’s ability to search for and review the knowledge articles that are published to your account. This means that when this tab is enabled, the Knowledge Tab appears in the Tabs Panel for interactions managed in this queue, and gives the agent access to searching and viewing all the knowledge articles published on your account while on a live interaction. Before enabling this tab, ensure that there are How-To documents, process guides, or other informational articles published on your account under the Content workspace of the CX menu in Console. When this tab is disabled, the agent doesn’t see the Knowledge Tab in the interaction, so they don’t have access to the knowledge base when managing interactions in this queue.

  • Fax Tab (D): This tab is where you define the agent’s ability to send fax messages through this queue. This means that when this tab is enabled, the Fax Tab appears in the Tabs Panel for interactions managed in this queue, and gives the agent access to managing outbound fax interactions. Before enabling this tab, ensure that there’s at least one fax number configured to your account. Do this by reviewing the Fax Number workspace under the Numbers menu in Console. When this tab is disabled, the agent doesn’t see the Fax Tab in the interaction workspace, so they don’t have access to managing fax interactions in this queue.

  • Message Tabs (E): This tab is where you define the agent’s ability to both review the activity for the interaction and messaging. This means that when this tab is enabled, the agent sees the Messaging Tab appear in the Tabs Panel during an interaction, which gives the agent access to seeing the interaction’s activity feed. This activity feed includes notifications like the timestamp for when a phone call was ended, the queue voicemail file, and more. Additionally, enabling this tab gives the agent access to real-time messaging with the customer within the communication channels that the queue supports, like texting, web chat, and/or social media channels through this queue. This tab works with the Outbound Caller ID field under the Queue container; in order to manage SMS messaging through the queue, ensure that there’s a phone number configured in the Outbound Caller ID field. Otherwise, if the Outbound Caller ID field is not configured, then Edify can’t send text messages because there isn’t a phone number configured to send from. When this tab is disabled, the agent doesn’t see the Message Tab in the interaction workspace, so they don’t have access to seeing the activity feed or messaging from the customer. This tab defaults to Enabled.

    • Message (Small Tab): This tab functions like the Message Tab. However, this specific tab populates in the Small Tab Panel, which is on the left-hand side of the interaction workspace.

  • Email Tab (F): This tab is where you define the agent’s ability to manage email communication through this queue. This means that when this tab is enabled, the agent sees the Email Tab appear in the Tabs Panel during an interaction, which gives the agent access to responding to inbound emails and creating outbound emails from this queue. Before enabling this tab, ensure that there’s at least one email address configured to your account under the Email Configuration workspace under the CX menu in Console. When this tab is disabled, the agent doesn’t see the Email Tab in the interaction workspace, so they don’t have access to managing email communication in this queue.

  • SFDC Lookup Tab (G): This tab is where you give the agent access to searching for and viewing Salesforce records through Edify during an interaction. This means that when this tab is enabled, the agent sees the SFDC Lookup Tab appear in the Small Tabs Panel in the Small Tabs panel, and she can toggle to it to search and link Salesforce records while on an interaction with the customer. Therefore, before enabling this tab, ensure that you’ve successfully integrated your Salesforce account with Edify under the Integration workspace of the Account menu in Console. When this tab is disabled, the agent doesn’t see the SFDC Lookup Tab in the interaction workspace, so they don’t have access to managing Salesforce records during the interaction. However, if your account is using our Salesforce CTI, then the agent could still view Salesforce records while engaged in an interaction through your Salesforce instance.

  • Default Tab Menu (H): This menu gives you the ability to define which of your tabs, either standard or custom, that you would like to automatically populate on the right hand side of the interaction workspace each time one of your agents accepts an interaction.

  • Save Button (I): This button gives you the ability to capture changes made in this container.