Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating the Agent Desktop Helper Application
- User Interface Overview
- Changing Your Agent Desktop Appearance
- Understanding Screen-pop
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Using the Calendar
- Getting Help
- Understanding and Handling Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
- Handling Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After Call Work
- Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Prerecorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- Voice Signatures
- How to Schedule a Follow-up Activity
- How to Send SMS Messages
- Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
- Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- Chat Messages
- How to Send and Receive Pictures and Documents
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- 1 How to Send a Secure Form
- Handling Multiple Chat Sessions
- Co-browsing
- Handling Mobile Interactions
- Handling Email
- General Information About Handling Email
- Understanding Email Cases and Threads
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from My Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Change Default Email Font
- How to Compose a Reply
- How to Use My Follow-ups to Send a Follow-up Outbound Email
- How to Use Cases to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- How to Search Email Cases
- Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
- Other Useful Functions
- Dashboard
- Wallboard
- Keyboard Shortcuts
- Ways to Request Assistance
- How to Use Internal Chat
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- Ending Your Working Session
- Error Messages
How to Send a Secure Form
Agent Desktop enables you to provide secure in-chat data forms to customers for interaction handling during chats. With this capability, you can prompt customers to complete chat forms with their personal data (e.g., social security numbers, credit card data, addresses, etc.), and you can receive them securely without their sensitive data being saved in chat transcripts.
For example, you might request that the customer fill out a Credit Card form, provide driver's license information on a Secure Note form, or enter social security numbers on an SSN Form.
With an emphasis on security, data is encrypted in transit from the customer to you. Just as importantly, that data is not saved in chat transcripts. Customers can rest easy knowing their information is 1) safe, and 2) correct, as any data errors are introduced by the customer rather than the agent. Credit card numbers entered on the credit card form, for example, are validated and their card type is detected automatically. If the card number is entered incorrectly or if the card type cannot be detected, the “Unknown” message indicates an input mistake to the customer, which saves agent the time needed to convey the error back to customer.
During active chats, chat forms do not block the chat interaction, as both the customer and agent can continue chatting without interruption. Customers see the form at the bottom of the active chat stream until it is filled or canceled by the customer.
Requesting a Form
You can send a secure in-chat form by requesting it. In the text input field of your Agent Desktop chat window, simply type the command /form. Any chat forms that are available for the service will be displayed, and you can select which one you wish to use. Once you select the form to use, the message "Secure data has been requested" will be shown in the chat.
In addition to typing the form command, you may request a form using canned responses or by searching Knowledge Base.