🔒Included in ALCMEON CARE ENTERPRISE

If you want your advisors to be unable to choose the next conversation they will handle, you can use Inbox Push Mode.

How it works

Push mode advisors no longer see the Inbox by default, but instead have access to a special interface.

This screen has 3 areas described below.

Overview of messages waiting to be processed by channel

In the left section, advisors can view in real time the messages remaining to be processed by their team, in total and channel by channel.

Personal statistics

At the top right of the screen, their own statistics for the day (since midnight GMT):

• Responses : The number of responses the advisor has sent.
• Archives : The number of Client messages the advisor has archived.
• Assigned - You : The number of Customer messages currently assigned to the advisor, either by a Triage Rule or because a supervisor manually assigned them.
• Stock to process : this is the total number of messages remaining to be processed by your team, in real time.

Action buttons

In the central part of the screen, action buttons are presented to the advisor:

• Process a new message : Allows the advisor to be assigned a new message to process. The choice of this message is made by an algorithm that you can configure (See the “Settings” chapter below). Once a message has been assigned to an advisor, they must process it by replying, archiving it, requesting help, or putting it on hold. Only then will they return to this screen to receive a new message.
• Your current messages : Allows the advisor to access the list of messages already assigned to them. It is important to instruct advisors to prioritize these messages.
• Taking a break : When an advisor declares themselves “On break”, an on-screen timer starts. The timer continues if the page is refreshed. The break ends automatically when the advisor clicks again to process a message or at the end of the working hours range defined in the “Settings / Working Hours” section. In the “Analytics” section, you can track the cumulative break time per day by team and advisor.
• Log Out : Logs the advisor out of Alcmeon when they take a long break or it's the end of their workday. Messages assigned to them are then moved to their team's inbox for processing by another advisor.

Setting

Messages distributed to advisors when they click the “Process a new message” button follow an algorithm that you can fully define according to specific criteria.

The principle is as follows: when an advisor needs to be assigned a new message, the system establishes in real time an ordered list of all the messages to be processed for his team and assigns him the first message on this list.

You can fine-tune the order of these messages from the “Settings / Order of priority messages” section.

The automatic assignment system is based on the principle of message groups. In the example above, the messages that will be processed as a priority are first all messages sent by a customer who has the “VIP” tag, then when there are no more to process, all automatically reassigned messages, […] and finally all messages remaining to be processed that were not in a group specified in this setting.

Within each group, messages are ordered according to the choice made in the drop-down menu at the top of the page, by default by “oldest conversations” which is the preferred processing order (also called FIFO for “first in, first out”).

Switching an advisor to Push Mode

Push Mode can be configured in the Role of an Alcmeon user, in the ‘Settings/Users’ section. By activating Push Mode in a Role, you switch all users in that Role to push mode.