Interaction Controls Component (ICC) call features
Summarize
Summary of Interaction Controls Component (ICC) call features
The Interaction Controls Component (ICC) integrates voice call capabilities and core contact center features within ServiceNow’s Agent Workspace, specifically enhancing call handling and the agent experience. Key contact center functionalities include voice interaction, intelligent routing, and workforce engagement management (WEM). ICC call control features work seamlessly with existing contact center tools to streamline operations and improve agent productivity.
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Key Features
- Interaction Record: Automatically created for each call and accessible within supported workspaces such as CSM Configurable Workspace, this record displays detailed call information, including transcripts, wrap-up options, and customer context. Agents can view and update interaction records during calls and wrap-up phases.
- Active Call Component: Embedded within the interaction page, this feature allows agents to manage incoming, ongoing, and outgoing calls using controls like record, mute, hold, and transfer. Real-time call data such as call duration and hold time is displayed. An overflow menu provides access to additional call actions.
- Global Call Component: Accessible across any ICC-enabled workspace, it allows agents to handle calls while navigating different screens. It supports inbound and outbound calls, including callback follow-ups and provides a phone directory for dialing queues, agents, or external numbers.
- Call Transfer: Supports consult and blind transfers. Consult transfers allow agents to speak with the receiving agent before completing the transfer, with options to merge calls or leave and transfer. Blind transfers transfer calls immediately without consultation.
- Agent Help Request: Agents receive notifications when supervisors join or coach during calls, enhancing support and training within the CCaaS system.
- Real-Time Availability Updates: Provides accurate and up-to-date agent availability status during call transfers, enabling informed transfer decisions.
- Agent-Initiated Call Wrap-Up: Allows agents to start call wrap-up during an active call, reducing post-call processing time.
- Inbox Alert Card: Incoming calls generate notifications within Agent Workspace to accept or reject calls efficiently.
- Customer Context and Support Tools: Interaction records include contact information, customer history with timelines, and knowledge base search to assist agents in resolving issues during calls.
- Now Assist Integration: Automatically generates call summaries and suggested wrap-up codes, streamlining post-call documentation when call transcription is enabled.
Practical Benefits for ServiceNow Customers
- Enhanced Agent Efficiency: Agents can manage calls seamlessly within their workspace, reducing the need to switch contexts and improving response times.
- Improved Customer Experiences: Access to detailed interaction records, customer history, and knowledge base articles empowers agents to deliver personalized and informed support during calls.
- Streamlined Call Handling: Features like call transfer options, real-time availability updates, and agent help requests facilitate smooth call routing and collaboration.
- Comprehensive Call Management: Agents have full control over call recording, mute, hold, and transfer functions, all accessible via intuitive components integrated into the workspace.
- Support for Callback Requests: Enables efficient follow-up on customer callback requests, ensuring timely and organized customer engagement.
Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).
- Voice interaction feature
- Intelligent routing
- Workforce engagement management (WEM)
To use voice call capabilities available with Interaction Controls Component (ICC) integration, see Interaction Controls Component (ICC) for voice calls.
Use the ICC call control features with the existing contact center core features to promote streamlined operations and an enhanced agent experience. The following features are available within call interactions, and are numbered alongside the image as follows.
Overview of ICC call interaction features within CSM Configurable Workspace
The following table outlines the key call control features available when integrated with ICC within CSM Configurable Workspace.
| Callout | Feature | Description |
|---|---|---|
| 1 | Interaction record |
View an interaction record within the global call component in the supported workspace, such as CSM Configurable Workspace. |
| 2 | Active call component |
Use the active call features to manage incoming, ongoing, and outgoing calls, which is available as an embedded component within the open interaction page. |
| 3 | Global call component |
Enable agent movement between screens in the ServiceNow instance by displaying real-time call data in the component panel. |
Interaction record page features within the CSM Configurable Workspace
The Interaction record page contains several other features that can be used to assist agents resolve customer issues while on call. Description of these features, such as record information, customer history, and KB search are available in the next table.
Agents can also view interaction record details in unsupported workspaces with the call resiliency capability. See: Call resiliency.
The Interaction records page surfaces capabilities that assist agents both during and after calls. The following table describes additional features that are embedded within the record page.
| Feature | Description |
|---|---|
| Inbox alert card | When an inbound call comes through, choosing to accept or reject the call appears as an inbox notification. Manage inbound calls by accepting or rejecting them directly from the Agent Workspace. If an agent chooses to accept a call, they’re navigated to the embedded active call window within the Interaction page. |
| Record information | An agent is able to view and update the record during their call. This section displays details of the task or case linked to the interaction. |
| Contact information | This section displays customer contact details, such as phone number and email. The agent can verify, identity, and use this information for follow-ups. |
| Customer history | Agents can open an overview of the customer and their interaction history, as well as display a timeline of the all previous agent interactions. The agent can use this context to identify recurring issues or follow up on earlier cases. |
| Troubleshoot and KB search | This feature surfaces relevant knowledge articles based on the call context. The agent can browse suggested content or manually search knowledge base articles to support troubleshooting. |
| Wrap up |
Now Assist automatically generates a call summary and adds it to the interaction. The agent can review the summary, select either suggested or generated wrap-up codes from Now Assist, add additional notes, and end the interaction. Note:
Enable the call transcription capability to implement this feature. |
Active call component
Active call components are available via integration with ICC.
The agent can monitor interactions and access them using the call control panel, which provides call control buttons such as record, mute, hold, and transfer (consult or blind). Additionally, real-time call data is shown, such as the call's associated interaction record, hold time, and call duration. Moving away from the interaction page to another area of the workspace automatically opens the global call component.
- Active call: When an agent is in an active call, the associated interaction record displays. Selecting the link opens the interaction record in a new tab. During an active call, you can use buttons to hold, start, or stop
recording, mute yourself or other parties, and transfer calls to a queue, other agents, or external numbers.
- Agent help request
- Agents get notified when a supervisor is coaching or has joined an active call while monitoring agents directly through the CCaaS system. See Agent help request for voice calls.
- Real time availability update
- Agents get accurate availability status updates for other agents, supporting informed transfer decisions. Agent availability status updates in the transfer list and phone directory in real-time during call transfers.
- Call transfer: Transfers calls using either consult or blind transfer methods. In a consult transfer, you can share the call context with the external contact before completing the transfer. A blind transfer immediately
transfers the call to the external contact. Follow these steps to better assist a customer using the 'call transfer feature:
- Initiate call transfer
- Select the transfer icon on the active call component, which places the customer call on hold.
- Select Receiving agent
- Choose the agent to transfer the call to from the Agent's list.
- Choose transfer method
- Consult: Talk to the agent before transferring the call. You can then either 'Merge calls' by combining your call with the new agent's call, or 'Leave & Transfer calls' by disconnecting from the call and transferring the call directly.
Global call component
The global call component enables agents to access call controls and embedded functionality within any workspace that supports the ICC enabled call features. The global call components are available via OpenFrame integration. See: Global call list.
- Outbound call: Initiates outbound calls to contact customers, using the phone keypad to dial manually, or by selecting the call icon on the record phone field for direct calls. Avail the phone directory for ease of making outbound calls.
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- Callbacks: Outbound calls also support customer callback requests. When enabled and integrated within CSM, the agent can follow up on a callback request by manually completing an outbound call.Note:For more information on callbacks, view Callback interaction features
- Phone directory: Agents can use the integrated address book to make outbound calls to queues, other agents, and external numbers. They can also enter a phone number directly in the global call list window to make calls. See: Phone directory.
- Callbacks: Outbound calls also support customer callback requests. When enabled and integrated within CSM, the agent can follow up on a callback request by manually completing an outbound call.