Logic+ Sidekicks
- Jacob Aronstam
- John Kargol
Analytics
Sidekicks represent a new way to take action on calls while they are still connected. Sidekicks attach to your queues and watch over the status of each call that enters the queue. As that call is handled by an agent, the Sidekicks are watching and waiting for any of the configured conditions to be met. When that happens, Sidekick will trigger a Logic+ automation of your organization’s design. Use Sidekicks to take action and resolve a call that might have otherwise gone unnoticed. Take for instance a call that has been running for 3, 4, or even 5 times longer than your average call length. This is likely a call that you want to do something about. The Agent is struggling to resolve this call and needs some assistance. With Sidekicks you can trigger a Logic+ to notify a Supervisor of this long call. That Supervisor can then intervene and potentially resolve the issue. This is just one example of how Sidekicks can help your contact center operations.
Sidekick currently supports the following interaction triggers;
Long Calls - This will trigger on any call which runs for longer than the specified time in the configuration (This is based upon the Queue Entry time). This means that if you have it set for 15 minutes, once a call, any call reaches 15 minutes this Sidekick will trigger.
Short Calls - This is the only trigger than does not fire when a call is running. By nature, the call will have to have ended in order for it to have been too short. Any call that ends in a time which is less than the configured time will trigger this sidekick (This is based upon Queue Entry time).
Number of Transfers on a Call - This trigger will fire when a call is transferred 1 more time than the configured value. The UI indicates a Greater than value is required. This means that if you have this value set to 2. The sidekick will trigger on the third transfer.
Number of Holds on a call - This trigger will fire when a call is put on hold 1 more time than the configured value. The UI indicates a Greater than value is required. This means that if you have this value set to 2. The sidekick will trigger on the third hold.
Try not to think about SideKicks in terms of a specific action that they take. The SideKick is not the action taken by Logic+, but rather the Sidekick is the bit which watches those calls in queue and makes the determination on when to take action. While the Sidekick is capable of launching a Logic+ to do anything, that is not an actual function of the sidekick.
That being said here are some example of what you might do with Sidekicks.
You can use a sidekick to update a database with information about that call for later tracking.
Update Your CRM through a generic integration.
Send an email to the Quality Management group about that call so they can review at a later time.
Put a notification on the agent’s desktop with a suggested action.
Let the agent know when they have handled several short interactions in a row or in a day.
Notify a Supervisor to Whisper / Join an out of tolerance interaction.
Jump in and speak with a customer who has been transferred several times, or put on hold several times.
Use a customer 360bot in Logic+ to review customer history and take conditional actions based on history
Send a Call, SMS, or email to the right group.
Sidekicks can be configured from two different locations. They can be configured directly on the queue which you want the Sidekicks to watch, or they can be configured directly on the Logic+ itself.
To configure Sidekicks from Logic+, just open the logic+ you want to configure a sidekick on, then navigate to the settings by clicking on the gear icon. Once there, click on the Sidekick bots tab and you can configure things right there.
Likewise, to configure Sidekicks from within the Queue settings, Just navigate to the Admin section of the app and click on Sharpen Q to reach the Queue settings. Scroll down to Sidekick Bots and enable the toggle.
Regardless of where it is configured in the application, the configurations are shared. Any sidekick configured on the Queue will be available on the Logic+ and visa versa.