Instant Queue Manager Version 4

Enterprise Click to ChatFor Lotus Sametime

Your Business Dilemmas• You need to increase productivity by giving employees

immediate access to the help they need

• You need to shorten your sales cycle and improve customer satisfaction by giving your customers immediate access to sales staff and customer support

Solution: Instant Queue ManagerImmediate, enterprise click to chat for real-time access to

helpful experts

“We are now able to easily route and manage real-time requests from our web site, without the need for any complex programming or Java expertise.”

“The logging feature immediately lets us see who replied to which request and how many web-based queries we have handled.“

“Instant Queue Manager instantly puts data at our users’ fingertips so they can do their jobs faster and better.”

A Few New Concepts• Seeker: A user who has been engaged in a request to

locate an expert – Click to chat on web site, enterprise IM client

• Expert: A person or group who can provide expert assistance

• Interview: Optional input (questions or forms) that may be applied to a seeker before or during the routing process. Exposed as a IM based decision support system.

• Queue: The mechanism that will receive seekers and connect them with experts.

Visitor Experience• Internal Employees

– Available via portal as custom web experience– Available via portal as Sametime client– Via Sametime buddy list

• External Partners– Custom Web UI– Potentially via gateway

• Custom properties may applied to visitor such as– Values from a web based form– Values derived from a CRM lookup– Custom values are passed to queue, may be updated, and then passed

to the expert receiving the request

• Prompt for survey at the end of the conversation

Visitor PerspectiveClick to chat link is exposed on:•Intranet•Portal•Extranet •contact list within Lotus Sametime

Optional - Prompt for InformationOptional set of questions may be requested from visitorThese are standard web forms. Values are then ‘associated’ with the visitor throughout the system.

Visitor is Greeted and ConnectedVisitor starts a web based conversation with the queue

Admin Area• Starting Point for All Resources• Directory

– Experts– IM Entry Points– Managers

• Dashboard– See running Queues– Start/Stop Queues

• Settings– Just Configured on Setup– Logging– Standard Replies

Queue Configuration• IM Entry Point

– How the queue comes online in Sametime– Created in Admin area– Assigned to Queue– Will come online

• Text Properties– $Variables

• Routing Options– Round Robin– Broadcast

• Experts– Must first be added to the Admin\Directory– People– Groups

• Standard Replies – now per queue

Create Queue• Create IM Entry Point

– How the queue comes online in Sametime– Created in Admin area

• Create Queue– Assign properties

• Assign Experts to Queues– Round Robin– Broadcast

• Assign IM Entry Point – Must first be added to the Admin\Directory

Expert Options• Various ways to retrieve request

– Notified via IM that a seeker is waiting– Notifications can take place in ‘hunt groups’ and support priority levels– Sametime panel displays waiting seeker– Expert monitoring panel display all statistics and seekers

• Support for custom properties that have collected at an earlier stage (i.e. CRM)

• Ability to transfer or invite another expert• Server based textual replies

Expert Dashboard Panel• Expert may use embedded

Sametime plug-in to monitor queues

• When notified of inbound request, queue details are one click away

Expert Perspective• Drill down to queue level to

view, and retrieve, inbound requests

• Experts may also comment on request

• Send surveys• Transfer visitors

Managers - Metrics• All information is

captured and available for inspection

• Default charts provide system level information

• Metrics are immediate and clear

Managers – Monitor and Staff queues

• Manager may adjust queue staffing in real time

• Dashboard displays staffing levels

• Availability and load are displayed

Features and Benefits• Provides a single source for immediate, expert assistance

– Increases first-contact resolution rate

– Increases employee productivity

– Improves customer satisfaction

– Shortens sales cycles

– Minimizes reliance on trouble tickets

• Displays queues on buddy lists or portal pages– Users can seek help from within Sametime or from anywhere in

the world via a web browser

Features and Benefits• No additional software on client desktop

– Zero touch = instant deployment

• Uses Sametime awareness and chat UI– Zero user training required

– Provides immediate access to helpful experts via IM

– Experts can self-manage their availability to provide help

• Distributes Requests Evenly– Each expert assumes an equal share of the workload

– Wait time is minimized