If you need to update the account name, visible only to those who use Whisbi Deck or Whisbi Desktop, you can do so by going to Whisbi Deck and from the top right corner hover the mouse over your name and select "Settings"
Once there click on "Account Settings" located on the left side of the screen and then click on "Edit" at the top right of the screen. This will enable you to edit the account name field as shown below:
Whisbi Deck's reports are shown in your local Time Zone defined during the Service Configuration. You can confirm your Time Zone configuration by going to Whisbi Deck. Once there hover your mouse over your name and select "Settings" from the drop down menu.
Once there click on "Account settings" located on the left side of the screen. On this screen you'll see the TimeZone that is set for your account with the GMT title.
If you need to change your TimeZone send an email to your Customer Success and provide the following information for this request:
- Account Name
- Old TimeZone
- New TimeZone
Some customers can’t be assisted in real time, either because they decide to schedule a call at a later time, if there aren’t enough agents available to take the incoming call request or because they end the session before it has even started.
In these situations, Whisbi allows you to keep these leads in the system so you can contact them at a later time or date. The automatic calls functionality communicates these pending leads to the agents automatically and ensures no lead slips through the cracks.
How do the automatic calls work?
In the Non-LDS system, all the call me back requests and all the scheduled calls will result in an automatic call to the customer. You can configure how and when these calls will start.
In the LDS system, you will find the call me back requests and all the scheduled calls as pending leads 30 minutes before the arranged time and it is up to the agents when to trigger the automatic calls.
There are several scenarios that will generate automatic calls:
When you have the Call me back option enabled, the customers trying to contact you beyond the service hours will see a form to leave their name and phone number.
When a customer starts a Call me now and the call is dropped before reaching the Call Center.
When you have the Agenda enabled and a customer decides to schedule a call at a later time.
When an agent schedules a call from the Book a call functionality on the Whisbi Desktop.
In all the scenarios, the customer phone numbers are validated so they become valid leads ready to be called at a later time.
Once the automatic call connects you with the customer, you will need to guide the customer to get a PIN in order to better feed the session. Learn how to recover a Whisbi session by visiting this Help Center article.
How to configure the automatic calls?
There are some settings that you need to consider to properly configure the automatic calls functionality:
Lead life: It is the number of days that a lead can remain in the system before it expires.
For example, if you set the Lead life value of a specific Widget to 5, you cannot keep a Call me back request as a pending lead for more than 5 days, it will expire.
You can learn how to configure it in this Help Center article.
Scheduled lead life: It is the number of days that a lead can remain in the system before it expires after being scheduled by the agent.
For example, if you set the standard Lead Life of a specific Widget to 5, and the Schedule lead life to 20, the Lead by default will not remain in the system more than 5 days, but if at any moment (during these first 5 days) the Lead is scheduled by the agent, it will gain an extra 15 days in the system (20 in total).
If you would like to adjust this specific setting, send an email to your dedicated Customer Success Manager or to firstname.lastname@example.org.
Max interactions: It is the number of attempts that can be made to contact a customer.
For example, if you set this parameter to 2, it would be as follows: a customer starts a Call me now action from any website (this is the first interaction). Then the agent agrees with the customer to postpone the conversation so they schedule it. The customer finally decides to call the agent before the scheduled time so they advance the conversation (this is the second and last allowed interaction). Having the parameter set to 2, the agent won’t be allowed to do any additional action with this lead other than close it.
You can learn how to configure the max interactions value in this Help Center article.
Queues size: It is the number of extra calls that the system will accept in addition to the number of agents connected.
For example, if this parameter is set to 2, it would be as follows: imagine there are 5 agents connected and all of them are in a session with a customer. The system will allow 3 more calls to be in the queue waiting for an available agent. The ninth customer will see the Smart Landing indicating that all the agents are busy or the option to schedule the call for a later time or date.
By default, the queue size value is set to 0. If you would like to adjust this setting, send an email to your dedicated Customer Success Manager or to email@example.com.
Agents’ availability: If you have several Teams configured, the availability of each agent will also affect how the automatic calls are distributed among the teams. You can learn about the different balance systems and how to configure it in this Help Center article.
If you are using the Non-LDS system, you will need to customize two additional settings that will impact on the feature:
Outbound schedule: It is the time slot dedicated to making automatic callbacks. It is essential that you set this time window, otherwise, you will never get the Call me back and the Scheduled requests pending and you will lose these leads by expiration.
Having this Outbound period set up, as soon as an agent becomes available during this time, the automatic calls will start.
You can learn how to configure your Outbound Schedule in this Help Center article.
Minimum number of available agents: It is the number of agents that should be available in the Whisbi Desktop to start receiving automatic calls.
For example, if this parameter is set to 2 for a specific team, the automatic calls will be triggered only if there are at least 3 agents available. One of them will receive the lead and there will be still 2 agents available, as set in the parameter.
By default, the minimum number of available agents value is set to 0. If you would like to adjust this setting, send an email to your dedicated Customer Success Manager or to firstname.lastname@example.org.
Your One-to-One service depends on a few settings working correctly. The hours of service configuration is one of the most important as it defines the time window in which your agents will be ready to receive calls.
Depending on your Service Configuration, defined with your Customer Success Manager, you may have the following:
- Hours of Service > This is the time you will provide service
- Schedule > Out of working hours the Whisbi floating button in your website will still be shown with the option to book a call at a later time. Those times are also tied to the Hours of Service.
If you need to change or adjust the working hours of your service simply go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
Under settings click on "Account Settings" and click the "Edit" button to enter the editing mode. Below you'll find the option to "Show advanced options".
Once the advanced options have been revealed you will see the "Service Schedule" as a table of days and hours that allows you to select the hour slots you want to provide service.
After you finish with the selection you can save the changes either at the top of the page, click on "Done editing", or at the bottom of the page clicking the "Done" button.
If there is a difference in your schedule for special occasions (like bank holidays, your call center will not provide service or a big sales event you will provide further hours of service), you can add exceptions to it.
To add an exception to your schedule, go to Whisbi Deck and from the top right corner hover your mouse over your name and click on "Settings".
Once you land on the settings page click on "Edit" to enter the editing mode and click "Show advanced options".
Below the Service Schedule you will find the Day exceptions with the exceptions you already have set up and the button to "Add exception".
After you click to add an exception you'll be presented with a dialog box where you will select the day of the exception and the slots of hours you want to provide service during that day.
The slots you select will be the hours of service you will provide whilst blank slots will mean no service.
If you desire not to provide service, as an exception, for a specific day just leave the slots unmarked.
When you're done click "Save changes" to finish and then "Done" at the bottom of the page.
Your Outbound Schedule is a time window you specify that is dedicated to generating automatic callbacks.
Whenever there is an unfinished lead (like a Call-me-Now request that wasn't picked up by the customer who requested it), Whisbi's technology will make an automatic callback to the customer based on four parameters:
- Minimum number of available agents: This is the number of agents that should be ready in Whisbi Desktop to receive calls.
- Maximum number of attempts: This is the maximum number of attempts that can be performed per lead.
- Lead's lifespan: This is the number of days a lead can be considered valid. After that it expires.
- Outbound Schedule: The time window specified in which automatic call backs will be generated.
You can define the Lead's life span and Maximum number of attempts in the Widget's configuration. Learn more about this in this Help Center article.
These configurations have been arranged with your Customer Success Manager (CSM) during the Service Configuration process. If you wish to adjust those settings send an email to your dedicated CSM or through email@example.com.
However, if you only want to change your Outbound Schedule or remove it temporarily you can do so by following these steps.
Go to Whisbi Deck and hover the mouse over your name, at the top right corner, to click on "Settings".
On the settings page click "Account Settings", then enter editing mode by clicking "Edit" and "Show advanced settings".
After the advanced settings appear, scroll down until you find the "Outbound Schedule" and select/deselect the slots to configure the schedule. Once you are finished, scroll down and click "Done" to save the changes.
The Lead Results are a set of possible outcomes that can result from your agent's interaction with your customers. At the end of a call your agents will assign the lead a category and a lead result from the Whisbi Desktop.
The lead results are grouped into three categories:
- Sale: Sales or positive outcomes. This will vary depending on your targets.
- No sale: Successful contacts, related to your campaign, that do not have a positive outcome.
- Invalid: Pranks, Dropped calls, Wrong numbers or any outcome that is not related to your campaign or unsuccessfull communications.
The lead results have already been arranged during your Service Configuration process along with your dedicated Customer Success Manager. However, you may want to adjust these outcomes at any time to match your business needs.
To see, delete or change your lead results go to Whisbi Deck and from the top right corner hover the mouse over your name and click "Settings".
On the settings page click on "Account Settings", then enter editing mode by clicking on "Edit" and "Show advanced settings".
Scroll down until you see Lead Qualifiers with the "Lead results manager" button. Once you click on it a dialog window will open with the three tabs corresponding to the three categories.
After you type the new result in the category click on "Add result" and "Save changes".
Remember to click "Done" at the end of the page as soon as you finish all the settings.
Your customers may request calls through the Whisbi One-to-One widget at any time during your business hours by providing their phone numbers. However, typos can happen or even pranks. For those cases you can add those phone numbers into a Black List so they can no longer request calls.
To add a blocked number go to Whisbi Deck and from the top right corner hover the mouse over your name and click on "Settings".
Under settings click on "Account Settings" and click the "Edit" button to enter the editing mode. Below you'll find the option to "Show advanced options".
Scroll down until you see the "Phone numbers Black List" where the "Manage phone numbers" button is. After you click on it a dialog box will show you the current blocked numbers and the text box to add another at the bottom.
Once you finish adding the blocked number click on "Add phone number", then "Save results" and finally "Done" at the end of the page to save all the changes.
You can also import a CSV file with a list of blocked numbers. All you have to do is create a CSV file filling in the first column with the phone numbers you want to block.
Exporting the list of blocked numbers is also possible by clicking the "Download as CSV" button on this dialog.
When setting up the service with your Implementation Engineer, during onboarding, the initial configuration of Widgets and Seeds will be defined and implemented.
- Launch a Whisbi One-to-One button that will then allow customers to request calls or chats
From Whisbi Deck you can assign properties to your seeds for better identification in the Whisbi Deck Reports. These properties are:
Widgets on the other hand, are a group of Seeds that have different configurations that affect each one of their Seeds.
Which teams should handle the requests on this Widget.
How many days a lead can remain valid before it expires.
How many attempts can be made to contact a customer.
The url that will be used is an embebbed CRM in Whisbi Desktop. This is for your agents to categorize the calls and fill out any information about the caller and the transactions made. This configuration must not be modified by anyone except Whisbi technicians.
If you have more than one team assigned to your Widget you will need to select a method for the call distribution before it reaches your team's telephony system. There are currently 3 methods:
- Round robin: Calls are homogeneously distributed between your teams.
- Overflow: Each one of your teams will have a priority (the lowest number being the highest priority). When the team with the highest priority has no available agents, calls will be sent to the following team.
- Max availability: Calls will be sent to the team that has the most available agents.
Additionaly, all the seeds within a Widget will share a common interface: colors, texts and other visual elements throughout the experience (floating button, landing page or lightbox).
To view your Widgets go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on Account Settings and at the bottom you will see the list of Widgets. Click on the gear icon located on the right side and then "View Widget"
You can also edit the Seeds under your Widget by clicking on the "Edit" button on the right side.
As a Whisbi Administrator you can manage the users that can access the Whisbi system.
There are three roles for which you can add users:
- Agent: A person that can access Whisbi Desktop to handle video-calls and chat requests.
- Analyst: A person that can access Whisbi Deck to see usage graphs and reports.
- Administrator: A person that can access Whisbi Deck to see usage graphs, reports and edit the service configuration.
During your Onboarding process you define how many licenses you need.
Analysts and Administrators do not count against your license number whilst Agents do.
If you run out of licenses, contact your Customer Success Manager.
You can see how many licenses you have by going to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on "Manage users" and you see the number of used licenses, users and total number of licenses, as well as the list of users.
In the image above we can see as an example that:
- 2 is the number of used licenses by the agents (Jason Creed and Jane Doe)
- 3 is the total number of users
- 5 is the number of total licenses
Based on this information you can know there are 3 available licenses for new agents.
From the list of existing users you can:
- Search for a user
- Filter by role
- Edit existing users
To add a new user go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on "Manage users" and then "Add a user". A dialog box will appear where you will need to fill out the basic information of your new user, such as Email, First name, Last name, Phone number, the Role they are going to have and to which Team they will belong.
After you select the Team and hit "Next" the user will be created and automatically saved with its default password. You can direct your new user to change the password either as an agent or analyst/administrator.
Bear in mind that when creating an LDS user (User, Analyst or Admin) the Phone number field is required.
To edit a user go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on "Manage users" and then simply click on the name of the user. It will expand and will show the following options:
- Remove the user
- Change the role from the drop down menu
- Edit the phone number
- Remove/Assign Whisbi Desktop license to an Administrator/Analyst
If you need to delete a user, go to Whisbi Deck and from the top right corner hover the mouse over your name and click on "Settings".
On the left side click on "Manage users" and you will see the list of current users. Click on the user you want to delete and then the little trash bin icon below the user. You'll be presented with a dialog box confirming this action.
If the user is the one you want to delete, click on "Ok, remove this user" and the action will be completed.
Bear in mind that deleting a user will not delete the data in the reports of Whisbi Deck.
If your user has access to more campaigns you will have to repeat this action in each campaign. To do so, simply switch campaigns by hoverung your mouse over your profile picture, on the top right corner, and select another campaign as shown below
Your agents are always grouped into Teams.
During your Service Configuration process, you have defined what the structure of your Team (or Teams) should be.
Teams are tied to a Widget and by consequence to the seeds in it. To learn more about Widgets and Seeds and their configurations visit this article.
To see your teams go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on "Manage teams" and you'll be presented with the list of teams with the round avatar of the agents assigned to it. Clicking on the gear icon in a team will show two options:
- Edit team: Add or remove agents from the team. You can learn more about how to do this in this Help Center article
- Remove team: To delete the team completely. You can see how to do so in this article.
On this page you also have the option to "Add team". You can learn about how to create a new team by visiting this Help Center article.
To edit a team, go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on "Manage teams" and you'll be presented with the list of teams with the round avatar of the agents assigned to it. Click on the gear icon in a team to select "Edit team" from the drop down menu. You will then see the "Add users" button that will show you the list of users and the checkboxes to mark or unmark them from this team.
Once you are done editing your team click on "Add" to save changes.
To delete a team, go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on "Manage teams" and you will be presented with the list of teams with the round avatar of the agents assigned to it. Click on the gear icon in a team to select "Remove team" from the drop down menu. After that you will see a confirmation dialog box where you can either cancel or confirm the deletion by clicking the "OK" button.
Bear in mind that once a team is removed you will still see it in the Whisbi Deck Overview for historic report purposes.
To add a team, go to Whisbi Deck and from the top right corner hover over your name and click on "Settings".
On the left side click on "Manage teams" and you'll be presented with the list of teams and the "Add team" button.
After you click on it you will be asked to give a name to the new Team. Clicking on "Next" will take you to the users selection screen where you will assign the people that will be part of this new Team. Once you click "Next" your new Team will be created and will appear in the list of teams.
For security purposes you can set access and password policies. To do so, go to Whisbi Deck and from the top right corner hover your mouse over your name and then click "Settings".
Once there, click "User login manager" and you will be presented with the different options related to the acess policy:
1. Minimum password length
2. Password complexity requirement
3. Maximum login attempts
4. Account lockout period
5. Frequency of password renewal
6. Password expiry notification
You can also restrict the access to either the web or the app by specifying an IP.
At the bottom of the page you can also keep track of your organization’s log history, including all the logins and logouts events per user account. Simply scroll down and you will see a report with the session information.
On the left upper part you can filter the list by users. Additionally, on the right, you’ll be able to filter by status and also change the view from login to logout and the other way around. By default, when you enter this section, the selected view will always be the login. In this report, the columns you will see are:
Login time: time when the login attempt happened.
User: the name of the user that made the attempt.
IP: public ip from the device used for that attempt.
Location: based on the IP, it’s the geographical location of the event.
Source: application where the login attempt took place.
Status: the result of the login attempt.
Use the switch on the top right corner of the table to display the logout information. In the logout report, the columns you will see are:
Logout time: time when the logout happened.
User: the name of the user that was logged out.
IP: public IP from the device used for the logout. When the IP is 0.0.0.0, it means that the logout was automatic because of a session timeout.
Location: based on the IP, it’s the geographical location of the event. When the location is “Whisbi”, it means that the logout was automatic because of a session timeout.
Source: application where the logout took place. When the source is “Auto”, it means that the logout was automatic because of a session timeout.
You can block words from being displayed to your agents during a chat interaction. To do so, go to Whisbi Deck and from the top right corner hover your mouse over your name and click on "Settings".
Once there click "Account settings" followed by "Show advanced settings". Scroll down the page until you see the "Forbidden words filter"
From this menu you can add words to be filtered in the chat. Your agents will see asterisks instead of the words. You can import the list using a CSV file. Make sure the first column includes the words you wish to be blocked.
Meeting all the legal requirements is a priority for us so we’ve enabled two different ways to request the user’s agreement to treat their personal data.
In order to enable and present your legal agreements, please contact your dedicated customer success manager, who will ask you for the following information:
For the Standard type:
- Content: the content of the legal agreement, or a URL to a site which contains the legal agreement text.
For the GDPR type:
- Legal reference: A unique identifier for the legal agreements you are providing. This reference will be used to present your legal agreements inside the Widget.
- Content: The content of the mandatory legal agreement and the content of each optional legal agreement.
- Link: For each legal agreement, the URL that will be opened if the user wants to get more information. On the mandatory legal agreements you will find it under the “data protection policy” link. On the optional legal agreements you will find it under the “More info” link.
- Is Optional: Clearly specify which of these legal agreements is the mandatory one, and which are optional.
- Order: If you are providing optional legal agreements you are able to determine in which order you want to present them
This is how a mandatory legal agreement looks like:
This is how an optional legal agreement looks like:
Voicemail detection or Automatic Message Detection (AMD for short) is one of our latest features. It requires very little configuration and it is easily enabled. Nonetheless, there are a few things to keep in mind when using this feature. The purpose of Voicemail Detection is to improve the agents' effectiveness by skipping calls answered by machines. The time saved by skipping those calls can be used on calls with real customers.
There is no standard to signal an outbound call as voicemail when the connection is established. AMD is done by listening to the audio input on the user side (the call we want to identify as human or machine). The system is silent during the time that it needs to listen. To mitigate the impact on the user's experience (a delay with no response from the agent) the system has limited time to determine whether the call is being picked up by a human or machine.
Our Servers are currently using two communication systems to make and receive calls: the Twilio platform and the Asterisk framework. They both provide with AMD functionalities that we use to detect voicemail.
With AMD the agent will no longer receive calls and listen to a voicemail on the other end. The experience with AMD enabled will be slightly different in the case of LDS and Non-LDS Widgets.
Agent’s experience in LDS Widgets.
For an agent receiving a request on an LDS widget, the result of a call being detected as voicemail is the following:
Once the agent has clicked on the notification, the system will call the client. The AMD feature will evaluate the call to determine whether a customer´s voicemail has been reached or not. If the system detects a human, the agent will receive a call and the connection will be bridged between user and agent. This is the current behaviour for LDS.
In case the system detects a voicemail, the agent will be prompted with a message notifying of a connection failure. The agent is asked to End or Postpone the lead.
This is the same flow that we currently have with any other connection failure.
Agent’s experience in Non-LDS Widgets.
When the system detects a person, the call connects as expected, when reaching a voicemail, Whisbi´s AMD system will not connect the call and instead will automatically schedule a call back (this is the default behaviour, this can be configured, please speak to your CSM about this).
How to enable the AMD feature
To enable the feature, please contact your Customer Success Manager to discuss the activation of the Voicemail Detection. The feature can be enabled for a particular Widget and remain disabled on the rest of Widgets on the same Account.
For Non-LDS Widgets, there is also the possibility to configure the automatic transition of the request.
- Account (e.g.: Whisbi Non-LDS voicemail Test Account): the account we want to configure.
- Nextaction (default: Automatic call back): the next action to be executed when a call is detected as voicemail.
- Time to next action (default: 1h 30m): the wait time for the next action to be executed.
If you wish to have different values configured, please, contact our Customer Success representatives.
This is all that needs to be done to have Voicemail Detection enabled for a given Widget.
Suggestions to measure the accuracy of your voicemail detection
To keep track of the feature's accuracy, an observation of its results is very recommended. The accuracy can be calculated with the following formula:
AD = calls ended manually by agents as voicemail
CC = Total connected calls
Voicemail Detection Accuracy(%) = (1 – (AD/CC))%
- AD are the voicemail answers that were incorrectly detected as human. These calls are considered false negatives.
- CC includes the calls that were correctly detected as human and the false negatives.
Important: false positives (human answers incorrectly detected as machine) are not possible to detect, except by making calls ourselves and observing the result. For that reason they are not part of the formula.
There are a few known issues that can lead to false positives or false negatives when attempting to detect voicemail. The most common issues that we might find are:
- The voicemail is not a long string of words or includes a pause, confusing the system into thinking it’s a live caller (also known as a false negative)
- There is a small delay while the system connects the call to an agent, which could result in the receiver of the call possibly hanging up
- The system incorrectly guesses a live call as a voicemail and hangs up (also known as a false positive)