Help pages for ServIT Center - all pages


Overview

ServIT Center is a service for managing a customer service. It contains functions for helping all who operate any kind of customer support, support, help desk, or Call Center.

With us, you will get a uniform place to manage your customer contacts in and you will be able to choose how you want to be contacted by your customers, ie. different ways of contacting your support. You can also use functions of ticket management, register of customers (CRM), and telemarketing (TM) to control your business. All this is bundled into a uniform, simple and affordable service where you get solid statistics for your business. You may also use our IP telephony for inbound and outbound calls.

You can get a free month trial of the service to evaluate if it suits you. There is no mandatory subscription period if you decide to use the service after the free month trial. The functions you use are paid per every started calendar month.

To get started: contact us.




Start your customer service


Contact ServIT




To Get Started

It is easy to get started with the platform. You can e.g. make your first call to your telephone queue or register your first ticket within a couple of minutes. You only need a minimum of details to configure the service.

When you have registered your account, you will be able to see a number of activities that needs to be done in order of getting started. All help and configuration are found at the control panel and it is the starting point to administer and configure the service. Some of the steps are necessary for everything to function correctly and these are marked with warning triangles. Other steps are optional choices/advices customising the solution for your needs and demands. Read about the most common start-up activities below and you can also read the help section for respective channels/service available in the help (see menu to the left).
If you get stuck, please contact us and we will help you.

General

Add the users you will need by using the web under General -> User. Moreover, set your opening hours under General -> Calendar.

Telephone Queue

Normally, you can try to make a call immediately. Under General -> Dialplan, you will see the number/numbers you have configured for the service.
You can record or upload your own audio files through Call Center -> Audio files, if nothing else is stated, there will be initial standard audio files for you to start with.
To answer calls placed in queues you will have to log in as agent, see further information at Call Center Login in the aid for different ways of logging in as an agent.
Install the windows client (if you are going to use it) for those who are going to use the service (The client is found under the menu Call Center -> Win client to download and install).
Verify that the queue(s) works as you want it/them to with the set logic for different situations, e.g. while queueing after menu choices, after a certain queue time and that right audio file is played in the right moment.
You must decide what/which ways you want to receive calls (i.e. what/which telephone(s) you want to receive customer calls with).

Tickets/Emails

You can test tickets immediately, either by manually register a ticket (through Tickets/CRM -> Tickets -> Create New), or by mailing the control address(es) you have received for the solution. You will find these under Email in the Control Panel.
Enter the user address and any signature at Control Panel -> Ticket Management -> Outbound email
If you want to use templates to keep statistics and to assist the agents, you can upload this through Tickets/CRM -> Tickets -> Ticket Templates. Here you can also upload proposed solutions for different types of problems ("standard answer").
Work through the Overview (General -> Overview. Open tickets and register the solutions and send ticket replies to the customer. Update the status of the ticket to control the work with each ticket.

TM/Call Lists

Call lists are created in two steps; firstly, the contact in the CRM is created. Then the call list is created and you choose which contacts (from CRM) that should be processed.
Initially you need to decide how you should make the calls (with what type of telephony) and what results a call card may give you in the end (it is made under Administer Call List).

Good Luck!


Channels

In the platform, you choose what ways your customers will contact you with. Choose those that suits your business best.

Chat

Live chat with your customers.

[ Read more ]

Email

Manage emails sent to you from your customers.

[ Read more ]

Contact forms

Offer your customers to contact you via forms that are integrated with your own web site.

[ Read more ]

Text message

Let your customers contact you via text messages.

[ Read more ]

Facebook

Manage Facebook via $PORTAL.

[ Read more ]

Twitter

Manage twitter via $PORTAL.

[ Read more ]



Telephone queue - Call Center

Overview

The most important building block in the platform is the thoroughly tested and advanced Call Center function managing incoming calls. The function queues, priorities, and distributes calls to agents or to self service. Agents manage a telephone queue through ServIT's Windows client. You can also log in through our app, on the web page, through scheduling by administrator, or through a telephone (a.k.a. remote access). You can also choose to answer calls on an ordinary landline, mobile phone, or on an IP telephone.

Preparations

To receive calls (via Windows client) you need to do the following:
1. Install the PC client. This is to login and staff queues as well as answer your customers calls.
2. Make sure your customers know what number to call. Either you can let them call directly to the number you receive from ServIT or you can forward your existing telephone number to the support ServIT number.
3. A telephone to receive the calls on.

You should also set opening hours and record your own audio files for queue messages etc.

Settings

For the telephony you may make the following settings:

Technical Specifications

Your firewall needs to allow communication from your network to the ServIT service 'servitcenter.com' in port 9710 over TCP.

The Real time client (the PC client) is today only available for PC / Windows.

Options

On the control panel you may choose the following options to telephony:

Other (telephone queue PRO)

If you need additional functions for your telephony in your Call Center please contact us. There is much more functionality than what is visible on the control panel. However, our PRO version of the telephone queue is required. There is a number of advanced functions such as; estimated queuing time, menu choices, entering of customer number, access to our report central, overflow between different queues, integration with existing customer records, measuring of Customer Feedback Insights (CFI) etc.




Chatt - CallCenter

Chat

You may also talk to your customers by using realtime chat. Agents can login into chat-teams to receive customer chat requests.

paste code (from control panel) on the web site where the endcustomers can start a chat with agents.


Preparations

To receive chat messages you need to do the following:
1. Order activation from customer support.
2. Be able to login as agent into the chat queue (by web or client).
3. Make sure to paste code (see example in control panel) on your own web site where your customers can start a chat with you. The code enables a chat-button being displayed under the opening hours (see Calendar) if any agentis logged in.

Settings

You may specify what data to prompt the customer for at start of chat and if something is mandatory.

Advanced Calls (locked fields)

You can send data to the chat form from your system. E.g. if you already know their name or email address from the visitor. You may also choose whether to lock certain fields, making the user unable to write anything else than what you send to them. You can do this by adding parameters in the iframe-call. See example for valuex in call:
ServIt.Support({ token: "86142748fafea02a5c99fa91f5628948312ddca787a45dc96eff76b83f0d0808", fields: "2111" , value1: "Conny Thimren", value3: "0705630884", delay_show: 1, prompt_text: "Chatta med oss" });

Standardtexts

You may prepare standard texts/sentences to be used in customer sessions to save time. These may be pasted into the dialogue with a simple click.

Stylesheet (css)

You may adjust teh colors and styles used in the chat by customizing css/stylesheet.




Email

Overview

You can receive and create new tickets or update existing tickets based on email from your customers. You can either make the settings that the ServIT system receives emails from you or you receive an address from us where you forward the emails. If you forward mail it is a good idea to keep a copy as an extra security.

Preparations

You need to have activated Ticket Management to be able to create tickets by email .

Settings

You choose how the system will receive the emails that are the basis of new tickets. There, you decide if the tickets should be made automatically or after a manual review. You specify if you want to send "auto-reply" when new tickets are made.

Other

If you also have activated Customer Relationship Management (CRM), and the customer's (the sender's) details are registered in the customer relationship management, the ticket will of course be automatically diverted to the identified customer.

Maximum file size of incoming email is 25 Mb. The email will bounce off if the size is bigger than that.

Spam

There is no built-in general spam-control in the platform. You must handle this before forwarding e-mails to the service. You may add filter function to handle/stop more specific messages.




Contact Forms (web)

Overview

You may also receive tickets directly from your customers through a contact form on your web site.

Preparations

You need to have activated Ticket Management to be able to receive tickets through contact forms.

Settings

You specify how the form should look like - which fields that should be included and which fields that are obligatory for the customer to fill in. You customize the appearance (font, colour, etc.) through your own css-file.

Advanced Calls (locked fields)

You can send data to the contact form from your system. E.g. if you already know the name of email of the visitor. You can do this by adding parameters in the iframe-call. You can also choose to lock certain fields so the user cannot write anything else than what you send them.

It is also possible to create a form dynamically (via link at controlpanel) to get different instances of the form with the fields needed for each form.

An example in php that sends name and email address:

Technical Specifications

You activate the contact form by pasting code, a so called iframe, on your web site. The code is received on the configuration page (Control Panel/Contact Forms).

Other

If you also have activated Customer Relationship Management (CRM), and the customer's (the sender's) details are registered, the ticket will automatically be linked to that customer.




Text Message

Overview

You can receive text messages from your customers and automatically create tickets.

Preparations

To be able to receive text messages you need to have activated Ticket Management in the platform.

Settings

No special settings are needed for text messages.

Technical Specifications

The customer contacts you by sending text messages to the number 0730-121334.

The message must begin with a prefix that identify you as the receiver, see the configuration page concerning text messages.

Other

If you also have activated "Customer Relationship Management (CRM)", and the customer's (the sender's) phone number exists in the customer relationship management, the ticket will automatically be linked to that customer.

Contact us if you want your own (separate) number (e.g. a card number).




Facebook

Overview

You can communicate with your customers though your Facebook page. This entails that your page/pages on Facebook needs to be connected to the platform that communicates with Facebook to read and write messages through the ticket management. When someone writes a message on Facebook on your page it will be received as an "ordinary" ticket and be managed and answered through the web interface.

Preparations

To activate a connection to Facebook, the same person must have full authorisation to the platform and, at the same time, log in as an authorised administrator for the Facebook page/pages that will be managed. You need to approve (to Facebook) that ServIT has the right to read and write messages on the page.

Settings

For every Facebook page that is going to be managed, you can decide whether ServIT Center should read wall (open messages) and/or private messages. You can also specify if these messages should be high priority and you can make a signature that will be added to every made answer. If you are using sites, a Facebook page can be connected to optional site.

Other

The function Ticket Management must be active to be able to use the Facebook connection.




Twitter

Overview

You can communicate to the customers through Twitter. This will enable you to search the Twitter flow to create tickets to the platform. You can also answer messages. When someone writes a message on Twitter mentioning your id (@xxxx) it will be received as an "ordinary" ticket and be managed and answered through the web interface. You can also search for relevant keywords (and produce tickets through these)and manage direct messages.

Preparations

To activate a connection to Twitter, one person must have full authorisation to ServIT eHhelpdesk and, at the same time, log in as authorised administrator to the Twitter account that will be managed. You need to approve (to Twitter) that the platform has the right to read and write messages on the account. It may take some minutes after your approval before we verify that the connection works (shown under status).

Settings

You can choose for every Twitter account that is going to be managed if ServIT Center should read mentions (messages that includes your account name) and/or direct messages (private messages). In addition, you can monitor keywords in the Twitter flow and create tickets (connected to template in ServIT Center if wanted) when these shows up. Today, the searches are made in the messages in Swedish. You can also specify if these messages should be high priority. If you use sites, a twitter account can be connected to any chosen site.

Other

The Twitter flow is controlled a few times per hour, so there is a few minutes delay while we find relevant tweets.

The function Ticket Management must be active to be able to use the Twitter connection.




Services

In the platform, there exists different services to ease your management. Choose the tool/tools best suited for your business.

Ticket Management

Organise and allocate the tasks.

[ Read more ]

Customer Relationship Management (CRM)

Sales support, customer service, and activities.

[ Read more ]

Answering service

Reception and answering service on behalf of external companies

[ Read more ]

Telemarketing (TM)

Put up call lists and contact your prospects/customers in a systematic way (Ticket Management and CRM are needed).

[ Read more ]

Voice Over IP (SIP)

Make and receive calls with our voice over IP.

[ Read more ]



Ticket Management

Overview

With ServIT ticket management, you will be aided in organising and allocating the work tasks in your customer service. Create tickets, allocate to an agent, update status, communicate with the customers through the service, fetch ticket statistics etc.

Example of work flow:
Customer Support registers a new ticket. A link is mailed to the customer. A dispatcher allocates the ticket to a new specific agent. He or she needs more information from the customer and asks for supplement. The Customer fills in the supplement answers. The agent receives the ticket again, solves the problem, and messages the customer. The customer is able to follow the whole process through their ticket link, write supplement answers, and see the status of the ticket.

Registering Ticket

The ticket can be made in several different ways:

Information/Fields In Ticket Management

The following information can be registered, note that certain fields can be customised and hidden to avoid looking cluttered - see settings below:

Templates

An important and useful function is that you can put up your own ticket templates. It has two purposes. Firstly, it simplifies registering of standard tickets. Secondly, the agents also receive help and instructions on how the ticket can be solved. A template is either registered through the menu "Template" or you can create a template based on the ticket.

A template contains the following:

Signatures

When you communicate with a contact through the ticket management system, you do not need to write your signature as this is a setting you make once. You fill in you signature and possibly upload your signature picture (e.g. your company logo)

The signature is configured according to:

HTML editor

You can activate a module for HTML editor when editing text in the ticket mgm. Settings for activation is found in the control panel/Ticket

If you activate or deactivate it is important to remember to:

Settings

The tab General

The Tab Customise

Here, you can set which fields that should be used respectively which fields that are obligatory.




Customer Relationship Management (CRM)

Overview

ServIT Customer Relationship Management (CRM) is used as sales support, customer service, and activities. Neat and tidy, identify incoming customer contacts, screen pop-up of customer, scheduled activities, dispatch newsletters, customer relationship management, extended queue matching per customer etc.

Customer Relationship Management/Contacts

The building block in a CRM system is the contact register. Here, there is support for:

The following is shown of a contact:

Companies

Information concerning a company entails company name, corporate identification number, address and telephone number (series). This is if you want to identify incoming contact on corporate level. You will then be able to see all contacts and tickets of the company.

Newsletters

Start with:




Answering service

There is now good support to act as answering service for several different customers within the platform. The users may act as temporary operators and perform answering service on behalf of external companies. The system aid the agent/operator by providing information on the company and contacts within the company. It is also possible to add other channels, such as e-mail, chatt, social media and handle that for a customer.

The basic functions for answering service is our handling of sites (see help text for that first). On top of that, answering service has a special interface for the agent/operator and detailed statistics/reports.


Settings

At the control panel / Settings set the setting for Screen-pop to Answering service.

Screen-pop

On the page that is presented to the agent (operator) information is shown aboutthe called company with history and employees together with status and contact data for each individual. The agent may then answer the call, provide information, take messages, transfer the call etc to give the caller a good service.


Statistics

You may retrive detailed statistics on each comapany (site) on the webb (Callcenter -> Statistics -> Site) or through the special report Statistics for site) (Common -> Reports).




Telemarketing (TM) - Call Lists

Overview

With this service, you can make call lists based on your contacts in the customer relationship management (CRM). Ticket Management and CRM must be active to be able to use this service. A call list contains a number of contacts you want to contact. Logged in agents process the list and make outgoing calls. Results of every contact is logged.

Management

To start with a call list, make the following steps




Voice Over IP (SIP)

Overview

With ServIT:s Voice Over IP, you receive (and make) calls via the data network. Users receive an account at our telephony exchange, which is a bridge between the ordinary (public) telephone network and the voice over IP. To use Voice Over IP, you have to have a voice over IP telephone. This could e.g. be:

Preparations

To begin using Voice Over IP, the users need to have a voice over IP telephone (see above) a good internal network, and a good connection to internet. This is needed to get a good call quality. You need a firewall on your page that allows Voice Over IP (most new firewalls allows it in their default setting). For all software telephones (including ServIT's own), a good head-set is needed for your PCs. Read more about our policy for SIP Voice Over IP.

Later, you will need to login once from the web from the network (the IP address) you will use when you do Voice Over IP. This is necessary for our page to accept that your network has access to our telephone server.

Note that your firewall must let through traffic for SIP (UDP, port 5060 against 212.112.191.74).

1) Built-in web softphone

Don't close it during work, you can ofcourse minimize it.
Instruction differnt browsers

2) ServIT's Voice Over IP phone

In ServIT's Windows client, there is a built-in softphone for Voice Over IP. Install this and state account, password, type of login and check the "ServIT SIP".

3) Softphone MicroSIP

MicroSIP is an open source soft-phone for Windows OS
Download it from:
www.microsip.org
Install it at configure according to this configuration
Done!

4) Softphone Zoiper

Instruction of downloading and installing Zoiper (external telephone). Go to:
https://www.zoiper.com/en/voip-softphone/download/current
Download and install the telephone.

Start the telephone.
Configure the telephone:
Choose 'Continue as free user'
Username / login: enter User ID followed by @ (at) and IP address 212.112.191.74. Example: DEMOCT@212.112.191.74
Password: Password in ServIT. Be careful with capital respectively small letters
Press "Login"
Hostname: Enter 212.112.191.74
Press "Next"
Check box for Optional (Authentication and Outbound proxy)
Authentication username: enter User ID again. Ex. DEMOCT. Leave Proxy empty. Press "Next"
(wait for the scan) Press "Next"
Press "Skip"
Done!

5) Polycom Voice Over IP

Pack up and connect internet and power cable (if not PoE, Power over Ethernet). The telephone is started
On the display, you will see what IP address it has been given. Surf in on that address:
Login with ID: Polycom, password 456 (default)

Under the menu "SIP", section "Local Settings" state the following:
Digitmap:xxxxxxxxxxxxxxxxxx

Under the menu "Lines" state the following:
Identification
Display Name: What you want displayed
Address: User-ID in ServIT
Auth User ID: User-ID in ServIT
Auth Password: Password in ServIT. Be careful with capital respectively small letters

Line 1
Address: 212.112.191.74
Port: 5060
Expires: 60
Register: 1
Line Seize Time Out: 30

Under menu "General/Synchronization/Time"
SNTP server: ntp.lth.se (or your own internal or other NTP server)
GMT offset: 1

Everything else should be left as default

Manual Configuration [ Download here ]
User Manual (4 pages) [ Download here ]

Settings

Each type of voice over IP has its own settings. Do you use another telephone than the one ServIT provides you have to look at the documentation for respective telephone.

To use Voice Over IP with ServIT's built-in SIP-client, you will also have to use Telephone queue, Chat, or TM in the platform.

Activate ServIT's voice over IP by choosing Menu in the Windows-client ServIT / Alternative. Click on the button Advanced... (at the bottom). Click on the tab Login. Check the check box ServIT SIP telephone. Click OK. Sign out and then login again. Check the box "ServIT SIP" when signing in

The ordinary settings in ServIT's built-in voice over IP (click on the 'penn symbol' to get to the settings):

On the web, you will receive a new menu called "SIP account" when you have this service. Here, you will be able to see and administer your direct number (Dialplan) if you have ordered this. You will also be able to see statistics of your calls inbound and outbound with Voice Over IP, i.e. calls that do NOT come from a telephone queue.

Other

If you have a voice over IP that has been connected (at installation) to a telephone number on the web (protocol sip:) with a softphone, you will also be able to call directly by pressing the telephone numbers in the platform.

If you use both your own SIP telephone and ServIT's built-in SIP telephone, you will need to be careful not to login on the same account with different telephones at the same time.

You can also (optional) order direct numbers to your voice over IP telephones. In that way you will be able to receive calls directly to your users (and not only making outbound calls and receiving calls through telephone queue). See price list for prices. Contact us to order direct numbers.

Note that the call cost completely disappear for calls connected to agent from telephone queue if you use SIP. There will always be an extra cost for forwarded calls when we call agents through the public telephone network (see price list).

To call out via "click-to-dial" from a link with protocol sip: (or callto: alt. tel:) make sure our client/app is set as default for the protocol in Windows. It may be done with this .reg file (save it locally and run to to change Windows registry): setsip.reg.




Calendar

Overview

The calendar in the platform control when your customer service is open. This applies to channels that happens in "realtime", such as telephone queue and chat.

Standard Settings

As a foundation you will decide the opening hours that applies to working days and weekends. A standard calendar will always be put in the system which makes holidays closed days (if nothing else is provided). These holidays will be displayed at the bottom of the calendar page as "General holidays".

Variation

All settings concerning opening hours in addition to the standard settings (above) is called variations. It can concern e.g. closed for lunch, earlier closing time on Fridays, or additional open hours one evening each week etc. A Variation is created through the link "Add" in the box for "Variations" on the calendar page. To make a variation, you firstly specify if you want to add a variation that will change opening or closing times than the set standard. Then, you fill in the conditions for the variation to occur. Observe that all filled in merits must be matched for the variation to apply. Do you have several variations, they need to be tested from top to bottom. The first line that meets the conditions is used (and its calendar status is applied). It is important to consider if several variations can meet the conditions at the same time.

Your Own Audio File When Variation Is Set To Close

You can easily connect an own audio file to a variation that closes a queue. Firstly, you record the audio file you want to use as usual. Then, you choose the variation to be closed and which audio file that will play during the time of this occurring variation. It can e.g. be used when you temporarily close for meetings/conferences, or at other instances such as closed for lunch etc.

Today, this function is not available for customers with several different languages set on active

Different Calendars

There is always a standard calendar for the system that applies to all queues if nothing else is mentioned. If you have several different queues, e.g. one for telephony and one for chat you will be able to have different opening hours. This is activated by checking the box "Own Calendar" for the queue/queues that needs a calendar that differs from the "normal" opening hours. If is this done there will be a choice on the calendar page where you will be able to choose which of the existing calendars you want to see/edit.




Users

Person(s) using the system with full access manage all the users that may login to the platform. This is done via General -> Users.

Basic information is added for every user regariding e-mail address, name, alias etc. You may also link the user to one or more sites or teams.

Access may be set to one of the preset access-groups or may be set in detail on the Access details-tab.

Every person using ServIT Center shall have a personal account (unless something else is agreed upon).




Calendar

Overview

The calendar in the platform control when your customer service is open. This applies to channels that happens in "realtime", such as telephone queue and chat.

Standard Settings

As a foundation you will decide the opening hours that applies to working days and weekends. A standard calendar will always be put in the system which makes holidays closed days (if nothing else is provided). These holidays will be displayed at the bottom of the calendar page as "General holidays".

Variation

All settings concerning opening hours in addition to the standard settings (above) is called variations. It can concern e.g. closed for lunch, earlier closing time on Fridays, or additional open hours one evening each week etc. A Variation is created through the link "Add" in the box for "Variations" on the calendar page. To make a variation, you firstly specify if you want to add a variation that will change opening or closing times than the set standard. Then, you fill in the conditions for the variation to occur. Observe that all filled in merits must be matched for the variation to apply. Do you have several variations, they need to be tested from top to bottom. The first line that meets the conditions is used (and its calendar status is applied). It is important to consider if several variations can meet the conditions at the same time.

Your Own Audio File When Variation Is Set To Close

You can easily connect an own audio file to a variation that closes a queue. Firstly, you record the audio file you want to use as usual. Then, you choose the variation to be closed and which audio file that will play during the time of this occurring variation. It can e.g. be used when you temporarily close for meetings/conferences, or at other instances such as closed for lunch etc.

Today, this function is not available for customers with several different languages set on active

Different Calendars

There is always a standard calendar for the system that applies to all queues if nothing else is mentioned. If you have several different queues, e.g. one for telephony and one for chat you will be able to have different opening hours. This is activated by checking the box "Own Calendar" for the queue/queues that needs a calendar that differs from the "normal" opening hours. If is this done there will be a choice on the calendar page where you will be able to choose which of the existing calendars you want to see/edit.




Customer Feedback Insights (CFI)

Three different functions are integrated with the platform to measure customer satisfaction. Either by the phone keypad or SMS after a telephone call, or via an online survey after e-mail contact.

Two terms in use are CFI and NPS:
CFI: Customer Feedback Insight - The customer answers questions with a score of 1-5
NPS: Net Promotor Score - The customer gives an assessment 0-10 where a NPS score is calculated (score 9 and 10 is regarded as good, 0-6 is regarded as bad)

the platform PRO is required for this function.


CFI via telephone

Entails that the customer can answer a few questions about how good service they received from the agent. The questions are answered by the telephone’s keypad; the customer giving a score between 0-5 for each question.


Preparations / Settings

Establish what questions are to be asked (and how many), then contact us to configure the function.

You can then record audio files for the questions you want to ask. This is done in the audio file management. The questions are to be phrased in a way as to enable the customer to answer with a score between 1-5, where 5 is the highest. When you have activated this function there are audio files for the questions, as well as a welcoming-message and a conclusion-message for the survey. You ought to record a welcoming-message where you inform the customer to wait on the phone after the call with the agent is concluded to participate in the survey.


Statistics / Follow up

When CFI is activated you have a new report option – "CFI statistics". This can be found under the menu "Callcenter" / "Statistics". This will allow you to obtain detailed information about your customers’ satisfaction when it comes to your customer support. It is also possible to study CFI-scores connected to individual agents. This information is available beneath the agent statistics.

NPS via SMS

NPS means Net Promotor Score and is used to measure customer satisfaction.

Built into the platform is a function that enables you to measure customer satisfaction after a call from a mobile phone. This entails that we send the customer a question via SMS where he/she can grade their satisfaction with the customer service with a score of 0-10.


Preparations / Settings

This function is available if specifically ordered since we have to provide a virtual mobile phone number. This is to allow the customers to answer the received question with an SMS.

You will be given the option to specify what question will be sent to the customer, and how long after an ended call it will be sent. You can also choose to send a thank you message to everyone who answers the question. It is also possible to send different texts depending on if the customer was satisfied or not. If you wish to block specific numbers, you can, and you also have the possibility to determine how often you want messages to be sent to the same address.


Statistics / Follow up

When NPS is activated you have a new report option – "NPS". This can be found under the menu "Callcenter" / "Statistics". This will allow you to obtain detailed information about your customers’ satisfaction when it comes to your customer support. It is also possible to study NPS-scores connected to individual agents. This information is available beneath the agent statistics.

Survay after ticket (NPS/CFI)

Built into the platform is a function that enables you to measure customer satisfaction after contact through e-mail. This entails that we send the customer an e-mail with a link to an online survey where the customer is asked to answer some questions that you define yourself.


Preparations / Settings

Via the web you configure one (or more) profile(s) with corresponding questions. You can then link a profile to a particular template, or set it as a general (regardless) template.

Currently a survey can consists of three different kinds of questions:
- CFI question (1-5)
- NPS question (0-10)
- Free text


Function

When an agent closes a ticket related to a survey-profile an e-mail with a link is sent to the customer (provided that an answer has been sent to the customer). An e-mail will only be sent once per ticket (if the ticket were to be closed several times).

The link that is sent to the customer can lead to a neutral site where the survey can be answered. You can also create a personal site (within your domain) and display the survey there (via iframe from us). You can use this if you want to avoid the customer seeing our address in the link and if you want to create your own site (frame) with a personalized style and content.

You can specify the time interval between closing a ticket and sending the message to the customer. If you wish to block specific e-mail addresses, you can, and you also have the possibility to determine how often you want messages to be sent to the same address.


Statistics / Follow up

When this function is activated you have a new report option – "CFI". This can be found under the menu "Tickets/CRM" / "Tickets". Here you can view statistics about your customers’ satisfaction when it comes to your customer support.

Survay after call (NPS/CFI)

Built into the platform is a function that enables you to measure customer satisfaction after a (mobile) phonecall. This entails that we send the customer a text (SMS) with a link to an online survey where the customer is asked to answer some questions that you define yourself.


Preparations / Settings

Via the web you configure one (or more) profile(s) with corresponding questions. You can then link a profile to a particular template, or set it as a general (regardless) template.

Currently a survey can consists of three different kinds of questions:
- CFI question (1-5)
- NPS question (0-10)
- Free text

Configure queue(s) that should generate a survay message to customers.


Function

When an agent answers a call (in a queue set-up for survay) a text-message (SMS) with a link is sent to the customer.

The link that is sent to the customer can lead to a neutral site where the survey can be answered. You can also create a personal site (within your domain) and display the survey there (via iframe from us). You can use this if you want to avoid the customer seeing our address in the link and if you want to create your own site (frame) with a personalized style and content.

You can specify the time interval between answering the call and sending the message to the customer.

If you use the built-in CRM part (customer database) and the calling number belongs to a contact with a registred e-mailaddress, the link to the survay is sent via e-mail (instead of SMS).


Statistics / Follow up

When this function is activated you have a new report option – "CFI". This can be found under the menu "Tickets/CRM" / "Tickets". Here you can view statistics about your customers’ satisfaction when it comes to your customer support.




Integration With Your Own Web Site

It is easy to integrate functions from the platform with your own web site/support page. In this way, you will be able to use complete functions to show (via iframe) information of the solution on your own site. Code for iframe is available through the control panel.


Different Options


Technical Specifications

Integrate by pasting code for different so called iframes* on you own site. You are responsible for updating you own site, but it is a simple operation. When integrating an iframe with your own web site, you can adjust some parameters for the most appealing appearance on your web site. Your own css-file* can also be used to make the things displayed from ServIT follow the same design as your existing web site.

*iframe is a part of a web page retrieved from another place than the ordinary site. To the customer, everything is presented as the same page (even though the content is retrieved from different sites) *css-file is a file in which you can decide the design in the different parts of a web site, e.g. font, colour, font size of the text body, heading, etc




Policy for saving data

General

We have a few basic rules:

-We will never divulge the information stored with us to an external party without your consent, or unless it is required by law.
-We only save information necessary for the services we provide on our servers.
-We store all data on private servers in Sweden.

GDPR/PUL

In 2018 the laws concerning the management of personal data are to be tightened. Work is being done to develop routines and documentation to ensure that our platform complies with all new regulations.

At this date we can already sign a personal data assistant agreement (as a subcontractor) for our customers.

We currently have routines ready to provide, at the request of our customers, extracts of everything we know about a particular person and (on request) anonymize this data so that it can no longer be linked to a specific person. All in accordance with the law's requirements.

Description (pdf) of our management (in swedish): Description GDPR


Storage times


Call logs and call statistics

Saved for 2 years
Recordings (optional) are saved one year

Tickets

Saved for 2 years

Attachments

Saved for one year

Detailed user statistics

Saved for one year

Call recordins

Saved for one year

Call details (extra data)

Saved for 2 months

Original e-mails

Saved for 2 months
(Customers can save e-mails for them selves!







Reports

Overview

You can also subscribe through the report central for reports that will be sent by email at wished frequency. There exists a number of different standard reports in the system regarding e.g. key figures, detailed call statistics, statistics from the agents etc. More reports are added as the needs are identified.

Parameters

In certain reports you will be able to state parameters for the report run, e.g. choice of queue(s). To be able to see possible parameters for respective report, place the cursor on the help symbol on the report page.

Receiver

For each report you will be able to choose the user or users that will be the receivers of the report (the user must have a designated email address to be able to receive a report).

Adjustments

There are also large possibilities to influence which reports that are available, either long term in our own development or if you need a customised report for your own needs.

Other

The function requires that Call Center PRO is activated.





REST API




Introduction

ServIT’s Rest API opens up to read, create, update and delete resources in your enviroment in our system.

In the section below is ServIT’s REST api described. First section describes each part in a html request, and the structure of the url link, to the REST api. Later on comes a section with each resource that i exposed by the api.


Authentication

The header to the html request must include, Authorization: Basic base64(username:password)’, where the username and password is base 64 encrypted, separated with colon. Username and password is the same an user has in our system. The user need admin access in the system. Exempel: Authorization: Basic RUhETFFIFzpUFFdWSehDTQ==


Verb

In the header to a html request, a verb is included, to describe the purpose of the request. Following verbs are valid in the api.


VerbDescription
GETGet/read a resource.
POSTCreate/Update a resource.
DELETEDelete a resource.

Deviation verbs

POST vs PUT We use POST in two purpose, both for updating an existing resource, and for creating a new resource.


Link

The Api use following url link ’https://ehelpdesk6.servit.se/RestAPI/...’.

Structure of the URL link

.../version/resource1[/id1]...[/resourceX][/idX]?info_type=value&param1=value1...&paramY=valueY

Part in linkDescription
VersionVersion id for version of api
ResourceResource to process
IdId to point out a unique resorce
Info_typePossible infromation about processed resource
ParamParameter/Parameters to describe selection or filter rule for a requesr

Return codes

Rest uses existing return codes i html. Codes used in our api below.

Return codeDescription
200OK - This response code indicates that the request was successful.
201Created - This indicates the request was successful and a resource was created. It is used to confirm success of a PUT or POST request.
204OK - No data is returned.
400Bad Request - The request was malformed. This happens especially with POST and PUT requests, when the data does not pass validation, or is in the wrong format.
401Unauthorized - This error indicates that you need to perform authentication before accessing the resource.
404Not Found - This response indicates that the required resource could not be found. This is generally returned to all requests which point to a URL with no corresponding resource.
405Method Not Allowed - The HTTP method used is not supported for this resource.
409Conflict - This indicates a conflict. For instance, you are using a PUT request to create the same resource twice.
500Internal Server Error - When all else fails.

Parameters

API

Follow parameters are used in the api.


Searching

To search after one or several resources can a data field be added as a parameter in the url string.
It is possible to use every data field that is return for a resource as '...\{id}?datafield={value}'.

For example, '.../users?usermail=name@address.com', söker efter användare med e-postadressen 'name@address.com'.

Selection

To search after a selection if resources a selection can be added in the url-string as '...\{id}?datafield:{operator}={value}'.

For example, '.../users?addts:gt=20200825', seeks after users added later than 20200825.

To use a span add a data field two times with two diffrent operators as '...\{id}?datafield:{operator}={value}&datafält:{operator}={value}'.

Following operators are present in the api.

ParameterDescriptionMin.MaxValid valuesDefaultExample
sortFilter that effects how a list of resources is sorted.asc, desc
limitLimits number of returned resources.110001000
id_inA list with valid resources to resturn.id_in=1,2,3
info_typeSets to get information about resources.stat, status
OperatorAdd asDescriptionExemple
<ltLess thanaddts:lt=20200825
<=leLess than or equaladdts:le=20200825
>=geGreater than or equaladdts:ge=20200825
>gtGreater thanaddts:gt=20200825

Resources


General resources

General resources for REST-api.

DescriptionResursGiltiga metoderMöjlig information
B-numberbnosGET
CallscallsGET
CompanycompaniesGETpbx_stat
ContactscontactsGET
crm_aidGET
crm_contactsearchGET
crm_contactstatusGET
Ärende loggcrm_logsGET
SitesitesGETpbx_stat, stat, status
TicketsticketsGET
HandläggarstatistikuserstatsGET
SvarsgruppstatistikteamstatsGET



Service level and SLA

Overview

Service level and SLA (Service Level Agreement) and important concepts in customer service. It shows how well you answer calls and tickets.

For queue management

If you want to assess the service level for your calls then the thing to measure is the time customers spend in telephone queues. For every telephone queue you state a default service goal that you want to achieve. This value is used to calculate the service level. There are different alarm-setting for if you exceed the goal. You can also follow up on your goals in the statistics. An example is a set goal of answering calls within 1 minute, and then you try to reach this goal for 90% of your calls.

For ticket management

This is how the measure of service level and SLA for ticket management works:


In the ticket statistics you cannot use the SLA goal per template/ticket type. The calculation becomes too complex. You can find this in the report “Overview SLA compliance” that is generated during the night.




Manage Several Sites

There is support to handle different parts separetly in the platform. A site may be sepcific part of your organization, a brand, a country, a specific market segment or a special customer. For each site you may set specific parameters and view statistics.

Sites work this way in the platform:
  • Each part/site may receives their own telephone number (a so called B-number) + a telephone queue for customers' inbound calls
  • Each site may receive their own e-mail address for incoming mails
  • You set the queue logic, opening hours, audio files, signatures etc for each site
  • You can list, add, update, and delete your different sites
  • You can connect companies to a certain site
  • You can connect a B-number to a certain company (and the company can belong to a site)
  • You can connect ticket templates to a site
  • You can connect social media (facebook/twitter) to a site
  • When a site is recognized, the information can be filtered until only relevant templates and contacts are displayed. E.g. if a new ticket is made for a recognized site, only relevant contacts, companies, and templates are displayed
  • Support for screen popup on sites
  • Support for receiving statistics based on sites
  • Support for measuring customer satisfaction per site
  • Agents may, dymanically, work in one or several sites
  • You can set access to allow or disallow an agent to see tickets in sites that are not tagged for the agent
  • etc.

Multi languages

The ServIT platform handles multi languages. For telephony you can define different sound files for differnt languages in one queue ie. For the ticket system it works like this:


Settings

You state in the control panel / CRM if you want to operate as site. Default is not to operate as site. Check and save will activate all functions for managing this.

New menus are added to list all sites and a view to create updated sites is also added. Go to menu "Ticket Management / CRM > Sites > Show all" to display the list. Choose "Ticket Management / CRM > Sites > New site" to add another. Enter ID with a maximum of 8 characters, a short description and any instructions for the agents' screen popup. You can also enter an email sender and your own greeting. These parameters will then be used when sending emails to customers with this current site.

In the view create and update companies, there is a field to state what site the company in question belongs to. The same applies for templates.

You can filter out and summarize for each site in the ticket statistics


Example

You have three seperate brands and want to handle them individually.
What you need to do in this situation:
  • (The "Mangage several different sites" is already checked in the Control Panel/CRM.)
  • Add three sites. One for each brand. Enter ID, description and a general instruction that will help the agents with what they are supposed to say and do with the call.
  • order three new telephone queues with any own audio files and opening hours (see section queue management or contact ServIT).
  • Upload the three departments PBX, HELPDESK and ECONOMY as new companies in ServIT CRM. Connect each company with the new site. Enter any instructions of your own for this particular section.
  • Add three mailboxes and add signatures, sender etc for each mailbox.
  • Set goals (SLA) for queues and mail
  • Choose a suitable screen-popup, e.g. "Site", (menu Other > Settings).
  • Done!

Now when someone calls from the new site's number, the customer's greeting message is played and the system identifies the site. The Agent receives a screen pop-up according to your settings (menu "Other > Settings"). A pop-up instruction is displayed if you have entered one. Contacts and templates that belong to the site is filtered away and the agent does not have to see "irrelevant" information.




Statistics

Overview

There are many functions to receive statistics of how things work. This statistics can be taken directly (for users with authorisation) from the web. With this help you can have a good grip on your business.

General

The following possibilities are available to receive a more general overview of the business:
  • Contact Statistics - Show how your customers contact you
  • Day Reports - Show key numbers per day

Call Center (telephony/chat)

The following possibilities are available to receive more detailed statistics for what happens in the call center part (telephone queue and chat):
  • Call Log - Searches for calls (or chat sessions) and receives detailed information about each individual call/chat
  • Call Statistics - Here you will be able to go deeper and examine the numbers closer. You can analyse which calls you want to analyse based on a number of criteria (e.g. time period, queue, telephone number etc), then you choose what you want to look at (e.g. lost calls, queuing time, service goals etc). Finally, you choose how all this should be presented, e.g. summed up per month or as the average per hour etc. The result is then shown both graphically and in tabular form and, if you want, the result are then easily exported to Excel if you want to do your own report based on the data.
  • Agent Statistics - Analyse how the agents work, number of taken calls, time signed in, average call duration etc.
  • Staff - Show data over how many that have staffed a queue to find bottlenecks among the staff.

Ticket Management

In the ticket management, there is an own statistics module to monitor how tickets are managed. The following statistic possibilities are available:
  • Ticket Statistics - Here you will be able to go deeper and examine the numbers closer. You can analyse which tickets you want analysed based on a number of criteria (e.g. time period, source of the ticket, agent etc), then you choose what you want to look at (e.g. number of tickets, processing time etc). Finally, you choose how all this should be presented, e.g. summed up per day or as the sum per ticket type etc. The result is then shown both graphically and in tabular form and, if you want, the result are then easily exported to Excel if you want to do your own report based on the data.



Menu Management (your own sidebar)

You can render the daily work more effective by customizing the sidebar that is used for shortcuts to different features. This can be done on general terms, per team, or individually. Each set of a sidebar is called a menu profile and it is built by an administrator through the link Menu Management (under the General menu). A menu profile can then be set as "standard" for the service under Settings (through the control panel). A menu profile can also be connected to a user (through the administer user's web page).

"Pro" is required for this feature




Wallboard

ServIT wallboard givs overviews of different key figures and state. You can find wallboard menues under Common->Wallboard. You can make your own adjustments and customise to fit your requirements. You can start slide show to switch between the different views. You have these views:

Queues/agents

Here you see state and key figures for your callcenter, queues and calls. One column per queue with the following information:
  • Calls in queue - Number of current queued calls (not yet answered by agent)
  • Agents logged in - Agents ready to serve and take calls in queue
  • Avg. queue time - Averedge time the customer had to wait in queue today
  • Service level - Calls answered within the SLA goal
  • Answered calls - Number of calls today answered by agent
  • Lost calls - Calls where customer hanged up before talking to agent (only during opening hours)
  • Total calls - All calls today, also during closed
To the right:
  • Answered calls - Ratio of calls answered today by agent compared to total calls (during opening hours)
  • Service level - Calls answered within the SLA goal for all queues
  • Total calls - All calls today for all queues, also during closed


Agents

Overview over agents logged in. These values are shown:
  • Namn - alias, username or userid for the agent
  • Nr - logged in phone for agent
  • Group(s) - logged in group(s) for agent
  • Calls last 15 min - number íf calls for last 15 minutes
  • State - current state
  • Time in current state - Time in current state


Top list

Shows agent activity for the week.

Value is calculated as:
- Number of answered calls is added to number of solved tickets (closed tickets where something is sent to customer).
- If customer satisfaction is used (CFI) the value is adjusted for customer satisfaction.

Value is shown for current week from tuesday (on monday previous week is shown)



Tickets today

Tickets today for each agent and in total. These values are shown:
  • New - Number of ongoing tickets in state new
  • Open - Number of ongoing tickets in state open
  • Other - Number of ongoing tickets not in state new or open
  • Closed - Number of closed tickets today
  • Answers - Number of mail or SMS answers sent out via ServIT
  • Last active - Timestamp for last activity of agents


Sites

Overview of sites in current system. These values are shown:
  • Namn - name if the site
  • Description - description of the site
  • Calls today - number of calls today for the site
  • New tickets - number of new tickets for site
  • Open - tickets that are open for current site
  • Resting - resting tickets for current site
  • Today included - new tickets included today
  • This week - new tickets for this week
  • SLA mål - if SLA goal for current site
  • SLA aktiva - SLA for active tickets
  • SLA totalt - SLA total
In top:
  • SLA goal, for current system if set



Knowledge database (FAQ/Filter/Solutions)

Purpose

To build a database with good answers to common questions, and to use these to enhance productivity and to get statistics on the usage and effect of the answers. Three different areas of usage:
1. Suggested solutuions to be used by agents when writing answers to customers
2. Automatically created FAQ with common questions/answers
3. Automatically sent autoreplies through filters and solutions

Functionality

As a base templates are used to determine what the ticket is about. For each template a number of suggested solutions may be used by these functions. Each template may by divided into ticket types to get a more detailed level of usage and statistics.

To get started

The PRO package is needed to use this function. Knowledge db is activated via Controlpanel -> Tickets -> tab Advanced 1. The next step is to create a structure with templates and (optionally) ticket types that mirrors the needs of the company and the type of questions that are handled. To build the database you may start with existing templates and their solutions. Then you may add actual replies (from agents) to question by searching existing tickets. The knowledge database is found under Tickets/CRM -> Other -> Knowledge db.

Suggested solutions

A suggested solution means that an agent may use a solution as the starting point when writing an answer to the customer. Different alternatives are available depending on selected template and (optionally) ticket type. The system logs used solutions and how often the solution leads to a solved ticket (no more replies from the customer).

FAQ

Based on the stored answers, questions may be added and then used on a FAQ-page that is automatically created by the system. Customer may give feedback on the helpfulness of an answer and this is registred so that each Q/A gets a score.

Autoreply

By using filter rules the system may use an answer from the knowledge database as an autoreply to the customer. A filter rule may, for example, search for key words in the incoming ticket to determine which answer to use. The system logs used autoreplies and their effectivness (how often the customer is satisfied with the autoreply, e.g. no more follow up questions are sent). If the customer issue is not solved by the autoreply the ticket will be handled through normal routines (naturally).




Knowledge database (FAQ/Filter/Solutions)

Purpose

To build a database with good answers to common questions, and to use these to enhance productivity and to get statistics on the usage and effect of the answers. Three different areas of usage:
1. Suggested solutuions to be used by agents when writing answers to customers
2. Automatically created FAQ with common questions/answers
3. Automatically sent autoreplies through filters and solutions

Functionality

As a base templates are used to determine what the ticket is about. For each template a number of suggested solutions may be used by these functions. Each template may by divided into ticket types to get a more detailed level of usage and statistics.

To get started

The PRO package is needed to use this function. Knowledge db is activated via Controlpanel -> Tickets -> tab Advanced 1. The next step is to create a structure with templates and (optionally) ticket types that mirrors the needs of the company and the type of questions that are handled. To build the database you may start with existing templates and their solutions. Then you may add actual replies (from agents) to question by searching existing tickets. The knowledge database is found under Tickets/CRM -> Other -> Knowledge db.

Suggested solutions

A suggested solution means that an agent may use a solution as the starting point when writing an answer to the customer. Different alternatives are available depending on selected template and (optionally) ticket type. The system logs used solutions and how often the solution leads to a solved ticket (no more replies from the customer).

FAQ

Based on the stored answers, questions may be added and then used on a FAQ-page that is automatically created by the system. Customer may give feedback on the helpfulness of an answer and this is registred so that each Q/A gets a score.

Autoreply

By using filter rules the system may use an answer from the knowledge database as an autoreply to the customer. A filter rule may, for example, search for key words in the incoming ticket to determine which answer to use. The system logs used autoreplies and their effectivness (how often the customer is satisfied with the autoreply, e.g. no more follow up questions are sent). If the customer issue is not solved by the autoreply the ticket will be handled through normal routines (naturally).




Saved Searches

Saved searches are a way to create filters to present tickets in lists and different views.

Now you can use this filter for different situation. Add the parameter g_exe=MYSEARCH in the URL

E.g. you can create a link that lists all tickets fulfilling the search "crm_search.php&?g_exe=MYSEARCH"
Or filter the ordinary PRO view through the search "pro_inbox.php?g_exe=MYSEARCH"
Or filter the dispatcher view in the same way "pro_init.php?g_exe=MYSEARCH"


This filtering system is adapted to build and adjust your own menu with relevant filters for the tasks presented





Ticket filters

Filters are used to apply automatic rules to handle incoming tickets. You may, for example, set priority depending on specific words in incoming messages.

Filters may be used for 3 cases:
1. New tickets - when new messages enter the system filters may be used to handle them.
2. Existing tickets - filters may check existing tickets and take action if needed.
3. Replies to existing tickets - filters may check existing tickets when a reply arrives and take automated action.


Preparation / Settings

To enable advanced filters check the box at the tab "Advanced settings" on the Tickets page (from controlpanel)

Add filters and rules via menu Tickets/Crm -> Other -> Filters.

Please note that this function replaces rules set under templates when activated.

Function

Filters can be utilized to automatically assign values and manage handling of a ticket, such as set a template, priority, etc. This can also be used to mandate that a new ticket should always be created etc. Multiple filters can point to one template, and it is also possible to use filters without using templates.

A filter can be connected to one site, or it can be applicable to all incoming messages. If filters overlap (rules for one filter is a subset of another filter) then you have the possibility to assign priority (weight) to manage what filter comes first.

A filter can be applicable for new incoming tickets, answers in regards to tickets and/or already existing tickets.

A filter can also be set to trigger an alarm when the parameters are met. The alarm can be sent as an e-mail and/or SMS to a number of pre-registered individuals. Contacts us for more information regarding alarms.

A filter has one or more rule rows that dictate whether or not it applies to incoming messages. If multiple rule rows exist, then all of them need to be fulfilled before the filter activates (and). Note that only one of the parameters stated in the rules need to be fulfilled for the rule to be valid (or). Upper/lower-case letters does not interfere with the results.

A rule can also be set as a "negative", which means that it is valid if a match does not occur. This way it is possible to activate rules that exclude certain words.

When searching a heading, text, sender, and receiver for words included in other words in you use an asterisk (*). Ex: the word "fill" will only match with the exact word "fill", and not "fulfill" or "filling". Whereas "*fill*" will math anything that contains "fill", ex. "unfulfilling". Also: "in*" will match all words starting with "in", ex. "invoice", "incentive", and "inside", but will not match with "finger".

You can also combine several filters by checking the box for "continue". This way you can pick certain items from a search and then continue to match with more filters. Ex: you can first check if it’s closed, and if this is the case send a certain automatic answer to the customer, you can then proceed to match against a preferred template via search words.


Example 1

A filter is created to manage messages with a certain keyword in the heading or text, sent from a particular customer. A filter with two rule rows is created: - 1. Match with the word "invoice" or "payment" in heading or text.
- 2. The sender is "*@klarna.se"


Example 2

A filter is created to catch a-mails with a specific keyword in the heading and another word in the message text. A filter with 3 rules is created:
- 1. Match the word "anullation" in the heading.
- 2. The message body must contain one of the words "delivery", "shipping" or "postal"
- 3. Source must be e-mail


Example 3

A filter is created to assure that new tickets are taken care of and not left unattended for too long.
A filter with two rule rows is created: - 1. Status has to be "new".
- 2. Not 120 minutes have passed since the ticket was created or changed.


Example 4

A filter is created to manage answers from the customer to a specific ticket. A filter with two rule rows is created: - 1. Status has to be "To contact".
- 2. The text includes the word "close!"




Ticket Management PRO

Overview

Ticket Management PRO is a more professional interface for the ticket management. In particular, this contains sharper tools to manage large amount of emails and is able to automate the whole process from incoming email being directed to finished ticket. There are two completely new views to manage the tickets in realtime
  • The main in-tray is where all new tickets land. From here, a dispatcher can mass-edit and select to sort or to close tickets
  • Personal in-tray where every agent can work with their tickets in realtime

Furthermore, there is functions to e.g. customise your shortcut menu, manage sites and more flexibility.

Customised shortcut menu

Do like this to create your own shortcut menu:
  1. Admin shortcut links, menu bars - In Control Panel/Ticket Management, there is a link to Admin's own menu. Go there and add all links you might need.
  2. Create initial shortcut menu - Click on "Update initial shortcut menu" and configure the default menu.
  3. Choose your shortcut menu - Each user is then able to choose which shortcut menu they want, the adjusted or the standard. You do this under "Tickets/CRM" > "Other" > "My shortcut menu".
  4. Adjust your own - If the agents choose the adjusted, every agent can customise the menu, e.g delete links they do not need.

Settings

The Tab Advanced
  • Assign Agent - Activate to make a ticket assigned to an agent. The ticket is then unable to have the status NEW (This only applies when the ticket is not created automatically as incoming email).
  • Auto Assigned - If activated and the agent opens a ticket, its status will be set to "Open" and the ticket will be assigned to the agent automatically.
  • Set PRO-view to Default - Is entered if you want to show tickets in the PRO-view as default
  • Allow Deleting of Tickets - The agent is able to delete a ticket completely from the system (normally, it is enough to close the ticket).
  • Allow Alteration of Source - Agents can edit the source of the ticket.
  • Link For New Ticket On Old Ticket - If you want a link to register additional tickets to current contact.
  • Advanced filters - Enables advanced filter rules for incoming messages. See seperate help page for this.
  • Customise Shortcut Menu - If you want to create your own shortcut menu.
  • Shortcut Menu And Default Menu - If you want to combine the shortcut menu with the ordinary default menu.
  • Your Own Css-file - When you want your own design on the site which is displayed to "external" contacts.
  • Iframe For Contact Details - If you use an external/your own CRM for contact details.
  • Your Own Text - Enter a complete message to send to a customer that register a new ticket by email or web form. It is only used if automatic confirmation has been chosen. If no text is entered, a standard text is sent from the system. Variables can be used and are entered inside curly brackets. (e.g. {TICKNO})
    Valid parameters are:
    TICKNO Assigned ticket number
    NAME Customer's name (if known)
    URL Link to the ticket



Ticket queue

You may activate a function that automatically distributes incoming tickets to agents via a queue (same way as calls are handled in the platform).


Preparation / Settings

To enable ticket queue check the box at the tab "Advanced settings" on the Tickets page (from controlpanel)

Configure one (or multiple) queue(s) to handle incoming tickets (contact support to set this up). Add filters and rules via menu Tickets/Crm -> Other -> Filters to descide which tickets will be sent to a queue.


Function

Incoming tickets are matches via the filter function (must be activated). If the filter is set to place the ticket in a queue this will be done at once, if the queue is open. If a ticket is received for a queue that is closed the ticket will be placed on hold until queue is opened.

To distribute tickets to agents, they must sign in thruogh the client into appropriate teams.

Incoming tickets are matched to agents and when an agent is selected for a ticket the ticket is set to state "new" for the agent and the ticket is shown in the browser. The agent is set to "busy" in the client until the ticket is updated.

If no agent is found (too long time in queue or no agent available) the ticket is set to state "new" and msut be dealt with manually (the "old" way).

An agent may created or update a ticket manually to place it in a queue.


Other

Queued tickets can be found in the "Call log". All statistics available for telephone calls can also be acquired for these tickets (queue time etc.). For an agent the time is measured by how long they have an assigned call, before it is changed/saved as "call time".

You can choose to queue specific tickets, while at the same time manage others with the old "manual" handling. This distinction is made by the filtering function.




Audio Files

You need to manage your own audio files in a Call Center. Because of this, there exists a built-in support for administering and recording audio files in the platform.

Ordinary Audio Files

At the beginning, you will receive a number of standard audio files, e.g.:
"Welcome to customer service", "right now there is a queue ...." etc.
Then you will be able to record and add your own, new, audio files.

Go to the menu "Call Center", "Audio Files". There you will be able to see two sections. The first box displays audio files that are used in the telephone queue. The second box displays a list with all available audio files. Do you need e.g. a new welcome greeting, you need to first record the audio file and name it. It will end up in the list with all available audio files. You can then activate that particular file below "Greeting" in the first list.

Record A New Audio File

If you want to put up a new audio file, press "[ New Recording ]" at the bottom of the page. You can either call and talk in a message or upload your own audio file from your own PC. If you call in you will receive instructions on the telephone. Then, you press "Finished". You will be able to name the file with a short name, give it a longer description and the content itself (the wording) in the audio file. You press "Save" and later "Back". The new recorded audio file is shown in the bottom list with all available audio files.

Standard library

In the system there are a number of existing "standard" voiceprompts that may be used if you do not want to record your own voicefiles.

Format For Audio Files

The format must be either wav, gsm, or au. Maximum size of the audio file is 5 MB

Activate Audio Files In The Telephone Queue

If you want to activate the audio file in the telephone queue, choose queue activity by clicking on the line Edit. Then, choose the new file and put it in the dropbox list by "Audio File". Press save. The new audio file is now activated in the telephone queue.


Temporary Audio Files (hotprompts)

You can also activate temporary audio files in a similar way. These are activated e.g. if you have a operational disturbance and many call to ask about and report same error. With a hotprompt informing about an operational disturbance in the beginning, you will avoid many unnecessary forwarded calls. Go to the menu "Call Center", "Hotprompts". Then, the procedure is the same as for the regular audio files as above.




Audio Files

You need to manage your own audio files in a Call Center. Because of this, there exists a built-in support for administering and recording audio files in the platform.

Ordinary Audio Files

At the beginning, you will receive a number of standard audio files, e.g.:
"Welcome to customer service", "right now there is a queue ...." etc.
Then you will be able to record and add your own, new, audio files.

Go to the menu "Call Center", "Audio Files". There you will be able to see two sections. The first box displays audio files that are used in the telephone queue. The second box displays a list with all available audio files. Do you need e.g. a new welcome greeting, you need to first record the audio file and name it. It will end up in the list with all available audio files. You can then activate that particular file below "Greeting" in the first list.

Record A New Audio File

If you want to put up a new audio file, press "[ New Recording ]" at the bottom of the page. You can either call and talk in a message or upload your own audio file from your own PC. If you call in you will receive instructions on the telephone. Then, you press "Finished". You will be able to name the file with a short name, give it a longer description and the content itself (the wording) in the audio file. You press "Save" and later "Back". The new recorded audio file is shown in the bottom list with all available audio files.

Standard library

In the system there are a number of existing "standard" voiceprompts that may be used if you do not want to record your own voicefiles.

Format For Audio Files

The format must be either wav, gsm, or au. Maximum size of the audio file is 5 MB

Activate Audio Files In The Telephone Queue

If you want to activate the audio file in the telephone queue, choose queue activity by clicking on the line Edit. Then, choose the new file and put it in the dropbox list by "Audio File". Press save. The new audio file is now activated in the telephone queue.


Temporary Audio Files (hotprompts)

You can also activate temporary audio files in a similar way. These are activated e.g. if you have a operational disturbance and many call to ask about and report same error. With a hotprompt informing about an operational disturbance in the beginning, you will avoid many unnecessary forwarded calls. Go to the menu "Call Center", "Hotprompts". Then, the procedure is the same as for the regular audio files as above.




Call Center Login

There are several different ways in which an agent can log in to receive calls. Normal access is through the Windows client. If you are going to use the chat you must log in through the function. To use ticket management and CRM, you log in through the web the ordinary way.


Client For Windows

If you work on a PC and work as an agent you will use the Windows client to staff your queues. The client is installed on the PC (instructions are found through the control panel).


Getting Started

When logging in you state your user ID, your password, and what telephone number you want to answer your customer calls on. You can use any telephone number of your choice, but it has to be able to call through the public telephone network. You can also login using voice over IP.


Management

You control your status in realtime and receive information about inbound customer contacts before the telephone rings (or the chat begins). The Windows client requires constant network connection. If you lose the connection with the server you will be logged out.


Other

To be able to use the client your firewall must allow outbound traffic in port 9710 to our server.

App For Mobile Phones

As an agent you will be able to login at the platform through a smartphone/mobile phone (iPhone/Android). Through this "app", you can login, choose between the teams to staff, and manage your status. You can also see information about the logged in agent, calls waiting in queue, a list of today's calls etc.


Getting Started

1. Search for "ServIT" in Apple's AppStore respectively Google's Play.
2. Install the app on your phone.


OBS To login the first time you need to change server to ServIT Center and select english as language (optional).


Other

Remember that you will remain logged in indefinitely if you log in through the app. You need to actively log out. You will be logged out in the app if you log in with the same name in another way (e.g. through Windows client or remote access). Staffing via mobile app works the same way as remote access but with the difference that you can choose status and team. If you choose specific teams under settings you will only see information concerning these teams (logged in agents, calls etc).

Schedule Logins

Overview

With this function, you can schedule which days the agents will be logged in. The system automatically log in the agents in the morning when the schedule starts and log them out in the night when it ends.

Management

Go to the menu "Call Center/Schedule". Ongoing, future, and earlier schedules are displayed here. Click the link [ Add scheduled login ] and fill in date range when an agent is going to be logged in, which agent it applies to, and telephone number. The telephone number can be skipped if you, in the agent's profile, already have stated a telephone number for remote access.

Click on the red cross to delete a line.
Observe, you can only delete future scheduling, not ongoing or old ones.

On the tab "Staffing" you will get an overview with the calendar for the whole future planned scheduled logins.

Remote Access

Overview

Number to remote access: 08-55671749.

Remote access is used to staff a telephone queue at a 'distance', i.e. by logging in and out through a telephone that is pre-registered in the service. This can benefit e.g. jour personnel or others that do not sit by a computer but still needs to answer calls.

Settings

The option for remote access is registered per agent (the tab 'Call Center') on the user's web page. There, the number which should be called is registered when the agent is assigned a call from a telephone queue (the tab 'Number').

For remote access to work, it requires that the telephone used display its number outbound, i.e. you cannot have a hidden address or a telephone exchange number as your calling number to the telephone network (the number displayed on the telephone that receives the calls).

If the number displayed on the telephone is not the same as the number you want to be called on (e.g. by combined subscription for the landline numbers/mobile phone numbers) you can enter the number as an alternative number.

If you 'manually' want to decide which queue/queues the agents should be logged in on (for Pro-customers with several different telephone queues) state this in pre-selected teams.

Management

To log in respectively out as a remote access agent, you simply call a 'service number' for the service from the pre-registered telephone. Each call entails a 'toggling', i.e. if you are logged in when you make a call you will be logged out when you are not and vice versa. The status after the call is announced when you call in.

See at the top of this page (under Overview) for the current service number for remote access.

Observe

Remote access cannot be combined with a queue for chat or telemarketing (outbound).

Remote access should not be used in combination with call backs. If an agent is logged in as a remote access agent and a customer requests them to call back (see alternative for long queue/no answer), the system will send a text message to the agent's number with information about which number to call. In this case, the remote access telephone requires to be able to accept text messages (normally a mobile phone).

Web

Overview

You can also log in as an agent through the web. You do this by clicking the link "Log in as agent" accessible on the login page.


Conference And Forwarding

When you are logged in through the web (this does not have to be as an agent) you can forward or send calls to conference. Click on the icon to the right in the menu bar.

Remember that you will remain logged in indefinitely if you log in through the web. You need to actively sign out. If you log in with the same name in another way (e.g. through Windows client or remote access), this will replace the web login.

Password

Normally the only check on password is that it is at least 4 characters long. You may activate a function for strict password handling

Strict password handling

With this function avtice, the following applies:


- At least 8 characters in the password
- Password must include both a letter and a digit
- No repeating string within the password (3 chars long). "abc12abc" is NOT OK. "ab11ab12" is allowed
- Check on case for letters
- Password is valid 90 days, then a change is forced
- Check on password history (no reuse of old passwords)
- Password and user ID is sent in sepereate e-mails (at change)



Classification

Classification is a feature that enables your agents to log a classification code for each answered call. This is used to collect statistic data e.g. it can be used to follow-up what types of questions the customers call about.


Preparations / Settings

This feature is prepared by registering a classification profile (this is made at Call Center / Advanced / Classification). What kinds of log codes that are available for the agent log a call is available in the profile.

The profile is then connected to the queue(s) that will use the feature. This is made in the administration's web page for queues (the tab Advanced).

Finally, the agents using the feature must enter a setting in their client. This is done through the menu option Alternatives, the tab Agent. The box Classification needs to be checked.


Function

When calls enter queues with this feature activated, the agent will receive this choice (for every answered call) and can classify the call based on the different available log codes stated by the profile. This is applicable for both customers that are answered directly as inbound calls and customers that are called back (callback).

The agent's log code is saved with the call and can be used to collect data for statistic.




Dialplan

A function is available to administer your dialplan if you have more than one public telephone number. Contact ServIT to order a number or number sequences.


Settings

Go to the menu SIP account/dialplan. You will receive a list of assigned telephone numbers. Click Edit to edit the settings for a number.

The following options are available for connection:
  • Available - The number is reserved but not used
  • Telephone queue - The number is connected to a telephone queue for queue management. Enter queue and comment.
  • SIP Account - The number is connected to a SIP account, i.e. the agent with this SIP account receives a direct numbers. The calls can be forwarded if no one is logged in on the SIP account or is not answering within a certain time frame.
  • SIP account with voicemail - As above but the calls are instead forwarded to voicemail. You enter the time frame for the call before it is forwarded to voicemail.

Voicemail

The callers encountered by voicemail can talk about their ticket in the usual way. An audio file is sent by email to the agent. The agent can also call from their SIP telephone to and listen to their messages there




Our Policy Concerning SIP Voice Over IP

Overview

Calling through Voice Over IP is today a well-tested and commonly accepted method. But it puts certain requirements on your net and equipment as a customer:

  • Reliable and quick connecting to Internet.
  • Well-functioning internal LAN.
  • Modern firewall that manages and allows through SIP protocol.
  • If you do not have these, there is possible to get problems and interferences such as:

    • One-way communication
    • Poor audio quality
    • Disrupted calls

    In our experiences, SIP works very well. However, you will receive problems if you have an old firewall or slow internet connection. We have no way of troubleshooting or giving advice. It is too complex and you should contact your Internet service provider or network manager in such cases.




    Screen Pop-Up

    Overview

    The so called screen pop-up can benefit by easing an agent's work if you manage customers in telephone queue, chat, or with outbound telephony through telemarketing (call lists). The basic idea is that relevant information should automatically be provided to the agent in relation to customer interaction. This can happen by display a ticket/customer in ServIT's ticket management/CRM system but also in another (external) system that the agent can access through their browser.

    Preparations

    Screen pop-up can also be used if any of the parts telephone queue, chat, or telemarketing is activated. Screen pop-up is initiated through the Windows client.

    Settings

    You can make the settings for screen pop-up under configuration of ticket management or CRM provided that any of the parts telephone queue, chat, or telemarketing are activated.

    You can also make the settings for pop-up in the agents client. This done under the tab "Screen pop-up" under Alternatives (via the menu named "ServIT"). Here, you can turn off pop-ups or add another pop-up management that applies for the specific client.

    The following parameters can be dynamically used with pop-ups:
    • AID - The telephone number of the customer (A-number)
    • BID - The number the customer has called to (B-number)
    • GARPNUM - Unique calling ID
    • QID - ID of the queue where the call comes from
    • LANG - Language code for the call
    • CUSTID - keyed number from the customer
    • PRIO - Priority of the call
    • RINGNO - Call list for outbound calls (not for inbound calls)

    Dynamic value is listed within 'braces' '{}'.
    Example: http://mittforetag.se/kundbild.php?contactno={CUSTID}&nummer={AID}

    Technical Specifications

    When the agent gets selected to manage a customer contact, a new tab is opened in the web browser with a URL (address of a web page) decided by the settings.

    Other

    There is no special charge for screen pop-up.




    phone meeting

    Phone meeting is a fundamental way of comunicating today. It is efficient and a good environment choice.

    • - Create new meeting, enter date, time, length etc
    • - Invite participants, can be own agents, contacts and/or others
    • - Send out invitation
    • - Keep track of which partcipants have joined
    • - By choice, listen to recording from meeting afterwards



    Manuals

    You will find downloadable PDF manuals for the different functions in the platform here.

    Brief quick guide for Call Center agents

    Detailed description of the Windows client




    Frequently Asked Questions


    We have tried the system and now want to use it "for real". How do we do?

    How is the bill calculated per month?

    How do we change the greeting in our telephone queue?

    Can we get another voice for the queue messages?

    How do we do if we want to have extended opening hours for one evening?

    We want several queues and use menu options. Is that possible?

    We already have an established number for customer service. Can we keep it?

    What do I need to be able to use your Windows client?

    We don't use a PC with Windows. Can we still use the system?


    Was the answer to your question not here? Go to Support and contact information.

    Answers:

    We have tried the system and now want to use it "for real". How do we do?

    Click the link "Become Customer". Enter the requested information in the form and follow the payment instructions.


    How is the bill calculated per month?

    All active parts during a calendar month are normally included in the bill made at the turn of the month.

    Exceptions that are not billed:
    • If you activated a new service during the last month but haven't used it yet.
    • If you activated a new service in the last week of a month.
    • If you inactivated a service during the last month and haven't used it during the current month.



    How do we change the greeting in our telephone queue?

    To change your greeting (or any queue message) go to the page for Audio Files. Click "[ Edit ]" for the audio file in the telephone queue you want to change. Click "[ New Recording ]". Call the number used for recording that is displayed or upload an audio file from your PC. Enter a short name, description etc. and press "Save".


    Can we get another voice for the queue messages?

    With the platform, you can manage your own queue messages on the page for Audio Files. If necessary, we can assist with recording or help finding a professional recording studio.


    How do we do if we want to have extended opening hours for one evening?

    Adjusting your opening hours, either permanent or temporary changes, is easily managed in the Calendar page. To add extended opening hours (or temporarily close), click the link "Add" in the box for Variations. Choose the status "Open" when you want extended opening hours (and "Closed" if you want to have closed), then enter the date and time the variation applies to. Press "Add" and the variation is registered!


    We want several queues and use menu options. Is that possible?

    You need to contact us to become a Pro-customer, then you will get access to these functions and more. E.g. the option to have customer number input, call recording, customised call flow, free support etc. etc.

    Contact Us for more information.


    We already have an established number for customer service. Can we keep it?

    By forwarding your existing number to the number received from us, you can use telephone queue function in the platform without having to send out new information to your customers. Check with your telephony manager/operator how your number can be forwarded.


    What do I need to be able to use your Windows client?

    It only takes seconds to install our Windows client and it takes little resources. You need permission to install a program on the PC to try this.

    The program communicates with the ServIT service 'servitcenter.com' via Internet in the special 'port' (9710). This port must be open to outbound traffic in your PC/network. You may receive a warning regarding this from your firewall when you start the client. If so, press 'accept'. Some older versions of Windows requires you to download .NET framework, you will in that case receive a warning regarding this during the installation.


    We don't use a PC with Windows. Can we still use the system?

    ServIT Call Center can be used but not with full functionality. The existing realtime client currently works only with the Windows platform. Other functions work like normal, you can log in through the web and also as remote access agent (directly through the telephone).



























    Terms Of Service

    Introduction

    These general conditions regulate the contractual relationship between ServIT Computer Consultant in Stockholm AB with org.nr. 556555-8888 (below ServIT) and the customer regarding the service the platform.

    We always strive to have the service available 24-7 but we do not take responsibility for any consequent problems caused by operational disturbances. The service is used as it is without any binding contracts.

    Fees

    Monthly payment, charge for calls, and any fees for additional services are debited as per current price list each calendar month. ServIT has the right to temporarily close or limit the service if the customer partly or completely fails to pay on time. Changes of the fees must be notified at the latest 60 days in advance. If the customer cannot utilize the commissioned service because of factors relating to the customer, it will not free them from the obligation to pay the applicable fees.

    If the customer arrears for more than 15 days after a reminder to pay, cancels their payments, begins composition negotiations, declares bankruptcy, enters into liquidation, or in any other way proves to be insolvent, ServIT has the right to terminate the service with immediate effect.

    Force Majeure

    ServIT will be exempt from paying damages and other consequences if the execution of the company's undertakings is hindered or significantly impeded by circumstances that the company not reasonably could control or predict (force majeure). Liberating circumstances are, among other things, circumstances such as government legislations or other public regulation, labour dispute, stroke of lightning, fire, error in extern telecommunications connection, general shortage of transport, goods or energy, or other similar circumstances. ServIT has no control over the information that pass through ServIT's computer node and telephone exchange and cannot be kept responsible for or liable for damages or loss in case of delays, interruption, failed or improper delivery of information or circumstances of similar kind. Neither can ServIT guarantee that there is available capacity for more than 10 simultaneously queued calls.

    General Conditions

    It is not allowed to use the service for illegal or undue activities. ServIT has the right to turn off the service with immediate effect without repayment obligation if the customer utilize the subscription improperly.

    Service / Downtime

    ServIT has the right to perform system maintenance 4 times a year. Planned downtime must be announced at least 2 weeks in advance. Service is normally performed at late evenings and may result in a downtime of up to 3 hours each time.

    Development

    ServIT owns the rights to all software developed unless a separate agreement states otherwise.

    Telephone numbers

    Used telephone numbers within the service belongs to ServIT and may not be transferred to other party unless a separate agreement states otherwise. Customer may use (or buy) dedicated number for the use in the service, that belongs to the customer.

    Cancellation

    The customer pays for the services that are active during one calendar month. At the latest, cancellation should take place the last day of a calendar month for the service not to be billed the next month.

    Support / Error Report / Change Requests

    This is made by email to the email address info@servit.se or per telephone 08-449 01 50.

    ServIT's Undertakings

    ServIT does not undertake, without the customer's written consent, to publish or in any other way spread information about the customer's business.

    Privacy policy

    Your privacy is critically important to us. We have a few basic principles:

    - We do not ask you for personal information unless we really need it.
    - We do not share your personal information with anyone except to comply with the law.
    - We do not store personal information on our servers unless required for the operation of our services.

    Other

    The service is for the customer's use and cannot, in any form, be resold or rented to a third party without consent from ServIT.