Ignite

Ignite

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Introduction

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Logging on

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MiCollab

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Making yourself available

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Getting to know your ignite

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States

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A headset indicates a telephone call.

A chat icon indicates a live chat.

An envelope indicates an email.

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If the icon is Green - this is known as available and indicates that you’re able to take an interaction of that type.

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If the icon is red with circle icon inside, this indicates do not disturb. This person will not be able to take any interactions, this is usually due to lunch, training, or seeking technical information.

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You can change your state at the top of the screen at any time. Simply click here and select which state you need.

Some states may ask you to also choose the reason for state from a list of options. Choose the correct one to enter the state you need.

Accepting Interactions

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Live Chat

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When a live chat comes through you will get the option to accept or decline.

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Applying a code to a live chat

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You can email the customer you are currently live chatting - this is perfect for sending product information.

You can add notes to the live chat by clicking the notes button.

Click the square icon to end the session.

Telephone calls

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Emails

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Emails that dont require a reply

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Junk emails

Transferring emails

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Flagged emails for 'follow up'

Emails where you need to follow up such as Transends where you couldn’t reach the customer on the telephone, or you’re awaiting a response from another team, you can mark as follow up. Just click the flag icon to mark it as follow up. Follow up will present the email back to yourself at a time you select.

For follow up emails, make sure you add notes in the usual way so it’s clear what the follow up action is for.

If you prefer to choose a set time, click on the calendar icon and choose the best time and date that suits the customer.

Info

The follow up button is the flag symbol.

This is the calendar icon.

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Following up flagged emails

When the follow up is due, you will receive the email back into your inbox. You will be presented with your notes section first.

If the query is resolved, or you reached your customer, and therefore no further action is required, click on resolve here.

If you’re unsuccessful with your contact with the customer, can you set another reminder here.

Searching for emails and calls

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Looking in current queue

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Creating a new email

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1. To create a new email, click on contacts here.

2. Type in the name or email address, even If that address isn’t in the current contact list it will drop to the bottom.

Creating a new email

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3. Click on the name or email address and click on the email button.

4. This will bring an email up ready to type in. Don’t forget to add which inbox the email is to be sent from.You can now write your email as normal.

Creating a new template

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You can create a personal template to use in your emails, and the great news is, it’s really simple too.

1. Click on tools, the click on email.

2. Click on save and enter in the name you want it to be called. Then click on save again.

Creating a new template

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3. This will now be in your templates under your name.

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Knowledge Check

If you wish to view the previous emails or to reply to your email, click on ‘Interactions’ All emails related to the case will be listed. You can click on these to view them, or click ‘Reply to all’ to reply to the customer.

We do receive email which are marketing campaigns from other companies etc. We can mark these as ‘Junk’ Accept the email in the usual way, either by the tick in the corner, or reply to all in your inbox. Click on junk and this will send the email into the junk section.

You may see some people at maximum capacity for one interaction but green for another, for example, their emails may be at maximum capacity, but they can still accept a call or live chat.

If the icon is yellow - it means that person is not able to take that interaction as they have been temporarily taken from the queue. This person can still accept transferred calls and emails but will not be offered anything from the queue. People may be on this status if they are seeking advice, on a comfort break, or wrapping up admin work.

Click the magnifying glass to search for reply templates.

Edit the template so it has your name so the customer can see who they are talking to.

If you would still like to email the customer with an update you can send a response (This is the default setting.) If you selected to make a response, you will default back into the email to write your response. Click on ‘Send’ once completed.

If the icon is Red - this means you have reached your maximum capacity for that type of interaction and cannot accept any more. This may mean the following: - You are currently talking to a customer on the telephone. - You currently have the maximum number of emails you can accepted based on your skill level. - You have accepted a live chat.

The customer will then reply with their queiry and you can help them from there.