vimedigital
August 7, 2023
8:20 pm
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Setting schedules and breaks in OMINI

Set schedules and breaks of your employees is essential to ensuring the smooth running of your company. With proper time management, you can increase your team's productivity, motivation, and satisfaction.

But how do you configure this efficiently and practically? With OMINI, you can count on an online management system that offers solutions for various business segments.

OMINI is an integrated digital communication platform that allows you to personalize your messages, automate your flow and professionalize your communication. This way, you guarantee quality service for all your customers.

There are several tools and methods that can help you with this process, but in this article, we'll focus on a simple, comprehensive solution. Let's get started!

Human service

Human service is a form of communication between a company and its customers, involving direct and personalized interaction between a company employee and the customer through various channels, such as phone, email, chat, social media, etc. The goal is to resolve customer queries, requests, complaints, and suggestions, as well as provide information, guidance, support, and solutions to their problems. And most importantly, seek to establish a relationship of trust, satisfaction and loyalty with customers, generating value for the company and the customer.

To provide quality human service, the company must have a team of agents or employees who are trained, motivated, and committed to the customer. Furthermore, the company must have tools and systems that facilitate and speed up human service, such as OMINI.

Schedule group

A schedule group is a set of rules that defines the working hours, breaks, holidays, and working hours of one or more employees within a company. Furthermore, allows you to organize and control employees' working time, as well as calculate overtime, delays and absences.

An example of a timetable is business hours, which are typically from 8:00 a.m. to 6:00 p.m., with a one-hour lunch break and two 15-minute breaks. Another example is flextime, which allows employees to choose their own start and end times, as long as they meet the daily and weekly workload established by the company.

OMINI offers this functionality for configuring schedules and breaks, which makes it possible to manage agents' working time and optimize team productivity.

To set up time groups and delimit human assistance in OMINI, you must follow a priority order. Let's see what these priority orders would look like in practice:

Specific date – In the OMINI configuration, you can select specific days as a holiday or a date that the company will not operate annually.
Annual When setting up OMINI, you select a specific time, date, month, and year for registration so that it can be repeated annually. For example, a company anniversary.
Day – In the configuration, when selecting a specific day, for example, Saturday or Sunday, it indicates that it is a working day and specifies the time, start date, and end date. Whether the day is a working day or not.
Days of the week – You can select the days of the week, Monday through Friday, and set the service to be open from 8 a.m. to 6 p.m., for example. This can also be done in other settings.

Configurando horários e pausas no OMINI — Setting schedules and breaks in OMINI

While automated customer service and Artificial Intelligence are powerful allies for businesses and excellent tools for growth, human service is still essential for businesses! Relying on human service is still highly recommended in some sectors. Good human service can bring several benefits to your business, such as:

Increase customer retention and referrals
Improve the company's reputation and image
Reduce costs of complaints and legal proceedings
Increase company sales and revenue
Get customer feedback and insights
Improve the company's products and services

Different groups for different sectors

It's interesting to have groups and sectors with different automation schedules – each with its own specificities and skills.

Furthermore, it's important for these groups and sectors to have different opening hours, according to the needs and characteristics of each area. This can facilitate communication, coordination, distribution, and optimization of resources and services. It can also provide greater flexibility, agility, quality, and satisfaction for customers and employees.

Like this, Having groups and sectors at different times for automation service can be a way to improve a company's performance and competitiveness in the market.

Agent: time at which the service is provided and login selected in the flow

One of the steps in setting up your customer service system is defining the schedule groups that will determine when and how agents will receive and handle calls. Schedule groups are sets of rules that specify the days, times, breaks, and priorities for calls.

The configuration also includes a restricted time slot, which limits the times agents can receive calls. This time slot prevents agents from receiving calls outside their business hours, break times, or capacity limits.

Typically, the same schedule group is configured for the agent as was established in the flow. A flow is a system that allows you to create and manage automated service processes. Each agent can have a different flow, depending on their department, role, and access level.

For example, if an agent is part of a support group, they should remain in the support group in both the schedule group and workflow configurations. This way, they will only receive support-related calls during the times defined by the support group.

Therefore, configuring schedule groups and flow is important to ensure organization, efficiency, and quality of customer service.

Sending messages in HSM and 24h Time Group

HSM (High Structured Messages) messages can be used for various purposes, such as notifying the status of a requested service, sending a duplicate invoice, confirming an appointment, conducting a satisfaction survey, among others.

Unlike normal WhatsApp messages, HSM messages can be actively sent to customers even if they have not initiated a conversation with the company. However, customers must have given prior consent to receive these messages, which is called opt-in. Furthermore, HSM messages can only be sent within a 24-hour window after the customer's last interaction with the company.

To send HSM messages via OMINI, you need to schedule an appointment. You must specify the date, time, message, and contacts who will receive your campaign. You must also specify the time group that will define when and how the messages will be sent.

A schedule group is a set of rules that specifies the days, times, intervals, and priorities for messages. The time group serves to respect the consent and availability of your customers, avoiding sending unwanted messages or messages outside of business hours.

OMINI will send messages according to the date and time you specified when scheduling, as well as the time group you selected. Typically, if you want greater flexibility, you can create a 24-hour time group. This way, you won't face any exceptions and can send messages on the date and time you set.

However, when selecting a restricted time group, you must be careful with scheduling. For example, if you have a time group from 8 AM to 6 PM, but you scheduled it for 6:30 PM, what will happen? Messages won't be sent at 6:30 PM because the time groups are restrictive. They will be delayed until the next business day, when the time group opens again.

Therefore, It's a good idea to identify the operating hours for your department or campaign. You can give your operating hours a descriptive name, such as support, sales, billing, etc. This way, when you select the time group in the schedule, you will have an idea of what it means and how it works.

Breaks

Pauses are moments when the agent states that they are unavailable for service. They remain logged in to the system, but they don't receive new customer requests. Breaks can be used for snacks, lunches, training sessions, meetings, and more.

There are different types of breaks that can be configured and used by the agent or supervisor. Here are some examples:

Scheduled break: This is when the agent clicks on a pause, but is still on call. The pause is prepared, but not applied yet. The pause will only be applied when the agent finishes transferring the pending service issues. This way, the pause occurs automatically, without the agent or supervisor needing to make any changes to the system.

Agent enter paused: is when the supervisor or administrator configures it so that the agent enters the system with a pause already in place. For example, a 5-minute preparation break. The agent has this time to organize themselves before starting calls. To take this break, the agent must go into the system and cancel the pause.

Pause by channel: This is when the agent can choose which channels they want to pause or not. For example, If the agent handles WhatsApp, Telegram and Chat, he can pause only WhatsApp and Telegram and leave Chat active. Or they can pause all channels and leave only one active. This option gives the agent more autonomy to focus on a specific channel if necessary.

Opening of paused active services: is when the agent can open new calls, even when on pause. For example, sIf the agent needs to give feedback to a customer via WhatsApp, they can use OMINI itself to search for the contact and send a message.This option allows the agent to provide proactive support without having to leave the pause.

Therefore, breaks are resources that facilitate the management of agents' time and work. They must be configured and used according to the needs and characteristics of each sector or campaign.

With OMINI, you can set up your employees' schedules and breaks quickly and easily. You can also monitor the performance of your team and service channels through the OMINI dashboard. This helps you make more assertive decisions and improve your results.

OMINI is a comprehensive and versatile platform that offers a variety of features for your business. In addition to setting schedules and breaks, you can also use OMINI to:

Send automatic or personalized messages to your customers via WhatsApp, Telegram, Chat, Email, and 20 other channels.
Create automated service flows based on rules and conditions.
Integrate OMINI with other systems or tools you already use in your company.
Generate reports and analyses on your campaigns and services.

And much more!

Want to know how OMINI can transform your business and take your digital communication to the next level? Then, talk to a Matrix ConsultantWe are leaders in Artificial Intelligence in Brazil. Brazilian Matrix will help you achieve incredible results with OMINI. We look forward to hearing from you!