User manual

21/1551-ASP 113 01 Uen N2 2014-01-28 29
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HAT'S NEW IN MX-ONE 5.0
like agent actions, which consist in popping up a Web page or
launching an executable when a call or session is presented to an
agent. This can be a link to a CRM application, customer data, a
map etc. Web pages can be shown either in the default browser or
in “custom browser tabs”, i.e. directly inside the BluStar Agent
application:
Figure 8: BluStar Agent
• Solidus eCare can manage a new type of media, named “Open
Media”. Open Media sessions represent any abstract task that
might need to be routed to an agent. It can be messages posted on
social media networks, documents that need to be approved,
alarms that require being managed by several persons from
different departments, etc. Open Media tasks are to be fed by
external applications, which integrate with Solidus eCare using a
new Web Services API. Open Media tasks are routed to agents
using the same, powerful skills-based routing engine as for other
media, thereby blending these abstract tasks with voice calls,
e-mails and other media. Priorities and rules can be configured for
defining how Open Media tasks may (or may not) interfere with
other media.