Action Centre – Toku

The Action Centre is a centralized platform designed to facilitate communication and interaction between an agent and the customers. It enables the agent to create new messages in different channels.

Note: Channels available to the agents will depend on the access to the agent and/or channels subscribed by the customer.

Access Action Centre via Toku Agent Portal: Agent Portal> Login>Action Centre.

The first screen/dashboard that the user will see after clicking on the Action Centre tab will be:

Action Centre Fields

Field Name	Definitions
Channel	Users can use this dropdown option to select the interaction channel with the customer.
Phone No.	Enter the phone number of the customer without country code, for e.g. '65' for Singapore.
Template	The action center offers pre-defined message templates that agents can use for specific channel, ensuring consistent messaging and saving time in message creation.

Note: Any message template available to agent is required to be pre-configured by admin using Admin Portal.

Action Centre Buttons

Reset: This button allows the agent to reset the New Message form with a click. The fields that will reset after the reset button is clicked are Channel, Phone No./other fields, Template and the message written for the SMS/Notification.

Send: This button allows the agent to share the SMS/Notifications to the entered Phone No/ communication fields.

Past Interaction

The Action Centre maintains a comprehensive history of past interactions, across all the customer interaction channels. This history enables agents to have a complete view of the customer's communication journey and helps them provide more personalized and relevant assistance.

Past Interaction Fields

Field Name	Definitions
Date & Time	Date and time of the last communication.
Interaction ID	An interaction ID is a unique identifier that is assigned to an interaction that occurs between a customer, an agent or even any external party whom customer interacts via agent. An interaction ID can be used to track, retrieve, or respond to the interaction in various ways.
Agent	This field will show the details of the agent who handled the particular past interaction.
Channel	The channel of communication is the channel via which the agents and customers communicate, for example, Incoming Calls, Outgoing Calls, Transfers, SMS and SG Notify etc.
LOB	Line of Business.
Queue	The field indicates the name of the queue.
Action	Recording : Users can click on this icon to play the recording of the call. Please note that for calls put on HOLD, the recording will include Music on Hold (MOH) as well. An agent will only be able to hear recording of the customer interaction where he/she was involved. Notes : The users can view the wrap-up notes here which includes Call Category, Call Type, Call Back Time, and General Notes out of the box.
Sorting Up and Down	Arrow Up: The user should be able to view data from the oldest to the newest number. Arrow Down: The user should be able to view data from the Newest to the oldest number.

How to view past interactions?

Step 1: Access Past Interactions via Toku Agent Portal: Agent Portal> Login>Action Centre. As shown below:

Step 2: Select a Channel from the drop-down menu.

Step 3: Based on the selection enter either Phone No. or other field set by your company and When you select SMS, you will be able to enter Phone No. or the other field for the notifications.

Step 4: Based on the selection entered, you will be able to view the past interactions.

For example: As shown below, I have selected the channel as SMS and entered Phone No. and now I can view past interactions with that particular phone number.

Step 5: Past Interaction section will auto-populate when an agent receives an incoming call from the caller. Based on caller phone number, past details will be presented to the agent.

Past Interaction

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