When we are using Call Center Agents in VitXi and we want each agent group to have a different profile in terms of types of breaks or integration with CRM, we must create profiles with this information.
Below we show the interface where these profiles are created.
Name, Name of the profile to create.
Is Global, if it is going to be shared to be used by all Tenants.
CRM URL
The CRM URL feature allows you to configure a URL with call parameters. Once set up, agents can use a “CRM” button in the call layout to open the configured URL in a new tab or window, providing them with quick access to relevant CRM information during calls.
You can find the CRM URL option in the “Agent Profiles” module in VitXi, where you can assign specific agent profiles to VitXi users.
In the CRM URL configuration, you can set a “Base URL,” such as:
Then, add parameters to append to the Base URL. For example, you can create a parameter named “q” with either a static or dynamic value.
If you set a static parameter with the value “trunks,” the resulting URL would be: https://www.google.com/search?q=vitxi
Dynamic Parameters
Dynamic values can be assigned to parameters based on real-time call information, allowing the URL to adapt to each specific call. These dynamic values can include:
Call Type, Caller Name, Caller Number, Callee Name, Callee Number, Queue
You can add as many parameters as needed:
Agent Configuration Options
Each agent can also configure how the CRM URL will open by selecting one of the following options in their settings:
Use Cases #
- Displaying Caller Information in CRM:
A sales agent answers a call, and the CRM URL opens in a new tab with the caller’s name and phone number pre-filled. This allows the agent to immediately view the caller’s CRM profile and see their interaction history. - Automated Search Based on Caller ID:
A support agent receives a call and clicks the CRM button. The CRM URL automatically searches the CRM system using the caller’s phone number, helping the agent quickly retrieve relevant customer records without a manual search. - Queue-Based Routing Information:
When a call comes from a specific queue, such as “Support” or “Sales,” the CRM URL loads a page filtered by the queue name. This allows the agent to access case or sales information specific to that queue, improving response accuracy. - Automatic URL Opening for Incoming Calls:
A customer service agent prefers to view caller information automatically for all incoming calls. By setting the trigger event to “Ringing” and the call direction to “Incoming,” the CRM URL opens immediately when an incoming call is received, reducing wait times for information.
Custom Website Tab, configure a URL/website to be inserted as a “custom tab.” This way, agents will be able to visit the site without leaving Vitxi.
Reason for Pauses, we define all possible reasons for pauses.
