INO CX has three main components, which we will review and explain here.

What do the activity, status and profile in the banner mean? We will explain it here.

Activities are linked to the contact center as well as to the channels' activation. A default activity at login can then be changed in the banner.

We have already presented the banner and its possibilities in a basic way. Here we will see how it can be exploited depending on the final use and the chosen licence.

These tools are available to any user with an Essentials or Smart license. Here we will introduce and explain each of them.

The knowledge base and the document centre have in common that they are both tools for mutualising information

Directories work in the same way as the knowledge base, with sheets (in this case, contacts) that structure the information, collected in folders whose access rights are set via the profile.

Queues allow you to manage the distribution of incoming or outgoing interactions for a given channel (voice, email, messaging). Every queue is omnichannel. For a finer processing, they can be gathered in a distribution group where they will be prioritized to distribute the interactions according to the agents' skills.

The supervision items group together in a single tab the recordings, evaluations and qualifications, so that you can access them quickly in the Band. Please note that they are not to be confused with the supervision tab, which provides an overview of activities related to the three channels.

A team allows you to gather users according to their department (e.g. after-sales service). Each team has one or more managers and collaborators, and we will see here how to set up the teams according to the desired use.

INO's CRM sheets make it possible for you to identify, classify and find contacts: if someone calls you regularly, their associated sheet will appear during every interaction.

The Banner's user tab displays your information on a single page, where you can also see those of your teams' (even private) member, along with the ones present in public teams.

The mini screen displays a synthetic view of your queues and campaigns, as well as to access collaborative tools and your daily statistics. It has two modes: integrated to the Banner or in pop-up mode for more flexibility.

Supervision allows you to see in real time the activity related to your queues, what your agents are doing, to manage them and your voice campaigns. In this article, we will review its different tabs and features.

The tab dedicated to voice campaigns in the Banner is one of the three places where it is possible to view the data of your campaigns, along with the mini screen and the Supervision.

The interaction history displays all the details of interactions made over 3 months, regardless of the channel (voice, email, messaging), direction (inbound or outbound) and type (direct or Smart). In this article, we will see how to best use this module of the Banner.

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[Reading time: 1 minute] Overview The Interaction History tab in the small banner allows each user to review their own...

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