WebAgent License Feature Overview
Note
An additional AnywhereNow WebAgent license is required.
The below overview gives you information about which features are available in specific licenses.
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Queue Overview In the queue tab of the overview, you can view and manage all ongoing conversations in the queue, including their current status. |
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Take from the Queue Take the session from the waiting queue. The conversation will now be offered to the Agent. |
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Call Controls for Voice Seamlessly manage voice dialogue through the WebAgent user interface. |
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Call Controls for Text Seamlessly manage text dialogue through the WebAgent user interface. |
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Set Up Outbound Call Easily establish a voice call with a contact by initiating an outbound call through the WebAgent user interface. |
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Finish Calls The users can continue to access dialogue information even after the contact or agent has disconnected. The user can choose when to finish the dialogue. |
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See Wrap-Up time The user has the capability to monitor their remaining wrap-up time through the WebAgent interface. |
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Add and/or Decline Wrap-Up Time The user has the capability to manage their remaining wrap-up time through the WebAgent interface. |
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Supervisor Listen A supervisor has the capability to monitor their agents calls through the WebAgent interface. |
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See Contact details from CRM/DB Access contact details of the current contact directly from your CRM / DB system through the WebAgent interface. |
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Search Contacts in CRM/DB Search for contacts directly during live dialogue from your CRM / DB system, through the WebAgent interface. |
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See Cases from CRM/DB Access case details of the current contact directly from your CRM / DB system through the WebAgent interface. |
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Search Cases from CRM/DB Search for cases directly during live dialogue from your CRM / DB system, through the WebAgent interface. |
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View Timeline Details The timeline shows information about previous contact moments with the contact, loaded via the Universal Timeline Service. |
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Provide Call-Classification During a dialogue you can select a predefined Classification, which will be added to the Call Detail Recording via the Call Property Service. |
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Recording Controls When an user is handling a conversation with an active recording, if enabled they have the option to control it. |
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See Overview of Assigned UCC's The user can see to which UCC's they are assigned to directly from the WebAgent interface. |
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Logging In & Logging Out of UCC Formal Agents can sign in and out of UCC's directly from the WebAgent interface. |
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Set Reason Code The user can set a Reason Code directly from the WebAgent interface. |
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Create & Insert UI Plugin Add customized UI components to the WebAgent interface by using a plugin. By using the Iframe plugin you can create your own UI. |
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Calendar integration The calendar integration feature displays the availability of colleagues directly in the WebAgent interface. |
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Handle Text Messages This feature allows for send and receive text messages between the user and customers, without having to switch between different platforms or devices. |
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Search Text Messages This feature allows users to search for specific text messages from previous sessions and retrieve them directly from the WebAgent interface. |
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Contact List (Microsoft Entra ID) This capability allows the user to easily find and select colleagues from the Microsoft Entra ID (AD) without having to switch to a separate application or platform. With the Contact List feature, the user can quickly search for a colleague by name or email address. |
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Call History This feature enables the user to access their call history within the AnywhereNow system directly from the WebAgent interface. It allows them to view previous dialogues and conversations they have had with customers or colleagues. |
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Embed App in Microsoft Teams Client Embed the WebAgent interface directly into the Microsoft Teams Client. |
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Run as Web App(lication) ** Run the WebAgent interface directly from your browser client. |
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Pop CRM Card inside of CRM Automatically open a CRM cards in your CRM system while handling dialogues in the WebAgent interface. For example load the matching contact or create a new case. |
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Click-2-Dial from embedded CRM *** With Click-2-Dial in your CRM System, users can quickly initiate calls with customers and prospects in Microsoft Teams and the WebAgent interface. |
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Push Activity Details into CRM Activities are directly written in your CRM system based om the dialogues information handled in the WebAgent interface. |
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Link Dialogue to Contact *** Automatically created activities by the WebAgent, will be linked to the current contact, based on the dialogue information available. |
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Link Dialogue to Case/Lead/etc *** Automatically created activities can be linked to cases, by using the WebAgent interface. |
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