Inbound page. The Active tab. Overview. Active conversations.
Omni is the name of the LeadDesk agent interface for customer service. It allows agents to handle incoming queries from customers over a variety of channels all in one place.
Omni interface layout
In the blue bar own the left-hand side of the interface are the various pages:
- Inbound. This is the main page for most Omni agents, letting you start and stop receiving calls and messages, and see and work with your active contacts.
- Outbound. If your work involves making many outbound calls, potentially working through a contact list to call, you can choose your project in this page.
- History. Review your history of calls and messages. Listen to previous call recordings.
- Search. Search for past contacts or conversations.
- Settings. Change your password and disable sound notifications.
In other articles we will look at the other pages, but for now let's concentrate on the Inbound page.
Inbound page
In the top left of the Inbound page, you can see:
- The Active tab. The number next to it shows the number of conversations you currently have active.
- The Queues tab. (If enabled). Allows you to see messages waiting in the queues.
- The Callbacks tab. Allows you to see a list of arranged callbacks, either your private callbacks, or public callbacks which can be handled by any agent.
- Your administrator may add other tabs to the interface here.
In the top right you can see:
- The Search box. Type in here to use the quick search to look for contacts or conversations.
- Your username. Click here to set yourself as Away. If you have profiles, click here to switch profile.
- The Manual contact button. (If enabled). Allows you to make a call or send a text or email by typing a phone number or email address.
- The Start inbound or Stop inbound button. Click Start inbound to begin receiving calls and messages. Click Stop inbound to finish.
- Choose queues. (If enabled). the button next to the inbound button lets you select which queue to serve.
The Active tab
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In Omni's main Inbound page, the first tab is the Active tab. In this you will see:
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Overview
For many clients, if you have the Overview selected the main area of the Omni interface will show a report. This area can be customised, however, so your client may not display the report.
The report shows:
- Your activity for This day and for the Last hour. You will see the number of Calls, SMSs, Emails and Chat you have dealt with. Note that the Chat column refers specifically to Leadlink chats, and does not include Webchat chats.
- A list of queues, and their current performance.
- A list of currently logged in Agents, including their status. This list can be filtered to show particular Agent Groups.
Active conversations
Underneath the Overview, you will see a list of your active conversations. For each conversation in the list you will see:
- The contact's name.
- The subject of the message (for emails) or the start of the message (for other message types).
- The name of the associated project or queue.
- An icon showing the message type.
- An indicator if the conversation includes unread messages.
When you select an active contact:
- In the middle of the interface, you will see the actions that you can take.
- Below that you can see the History of the contact's interactions.
- If the associated project has embedded web pages, they will appear as tabs next to History. In this screenshot there is a tab for LeadDesk.
- On the far right, you will see the Contact details for the selected conversation. Click Edit to update the contact's information. If you believe this is a duplicate, you can merge contacts. See Merging contacts in Omni.