x-hoppers Guide for Managers

Interacting with x-hoppers system

There are a few ways managers and non-customer facing staff can interact with the x-hoppers system and with frontline workers wearing the x-hoppers headset.

Here are some of the features that employees can have access to, even without an x-hoppers headset:

• Join the broadcast to listen in or to pass messages to store associates wearing the headsets

• Call store associates wearing the headsets or transfer calls to them

• Read through or listen to all messages exchanged by the store associates in a broadcast

• Receive alerts from connected in-store equipment and devices, including footage from CCTVs and alerts from QR codes or tablets

• Access detailed analytics about frontline workers, stores and Help Points (QR codes and tablets), such as how much time each store associate spent in a broadcast, when they connected, when they left, who was on shift on a certain day; in case you have several stores, you can compare the system adoption and stats from different stores; etc.

To interact with the system without an x-hoppers headsets, there are other recommended devices and supported apps that you can use:

• Mobile app for x-hoppers: x-bees by Wildix available as a mobile application for iPhone or Android smartphones or tablet, or as a web app accessible via the browser. The app allows you not only to join the broadcast on demand to pass messages, but to read through or listen to all messages exchanged by the store associates in a broadcast and receive alerts from connected in-store equipment and devices, as well as from QR codes or tablets

• Wildix desk phones: the range of Wildix VoIP desk phones includes models for different roles and needs. Check available models here and contact the Partner who installed the x-hoppers system for more information: https://www.wildix.com/product/voip-phones-and-headset/

• Wildix W-AIR DECT cordless handsets: this option is recommended for people who move around and need a handheld device with wide signal range. The DECT handsets can be easily added to any x-hoppers system. Check available models here and contact the Partner who installed the x-hoppers system for more information: https://www.wildix.com/product/w-air-cordless-phone/

x-hoppers mobile app and web app

The easiest way for managers and other employees to interact with the x-hoppers system and with store associates wearing the headsets is through the mobile app (available for Apple and Android smartphone and tablets) or the web app that can be used in the browser.

Supported features:

• Dedicated button to join the broadcast

• Easily call store associates or transfer calls to them

• Read through or listen to all messages exchanged by the store associates

• Receive alerts from connected in-store equipment and devices, including footages from CCTVs and alerts from QR codes and tablets

• Access Analytics

Starting off with the apps

This chapter guides you through the basics of the mobile app for x-hoppers.

Access full user guides here:

• Mobile app for x-hoppers - x-bees Mobile User guide

• Web app for x-hoppers - x-bees web User guide

Download the mobile app for x-hoppers

Requirements:

• Android 9 or higher

• iOS 13.3 or higher

Download the app x-bees by Wildix from Apple Store or Google Play market.

Login

Login options:

• Google or Microsoft Single Sign-On.

• Otherwise, log in using email

Make sure you are connected to the Wildix PBX:

1. Tap your user picture in the upper left-hand part of the screen

2. Under Settings, tap Connect to Wildix PBX

3. Make sure that the PBX domain name is entered into the field

Logout

• Tap on your user picture in the upper left-hand part of the screen, then tap Log out

Join a broadcast

Dedicated Push-to-talk button on the mobile app

Join the broadcast

The Push-to-talk button allows you to pass voice messages to the x-hoppers broadcast via mobile and receive broadcast messages to x-bees conversation on mobile, having them played automatically in speaker mode.  

From the mobile app:

1. Go to Settings -> Integrations -> enable the toggle next to Allow Push-to-talk option

2. Go to the Inbox tab of the mobile app and find the conversation that you would like to join

3. Tap and hold the relevant conversation, a new pop-up screen opens up, tap the option Enter x-hoppers group:

After you join a broadcast: when someone else speaks in this broadcast, the message is automatically played to you via the mobile app in Speaker mode.

Speak in the broadcast

To send a voice message to the x-hoppers broadcast, press and hold the Push-to-talk button next to the message field:

The message is played to the frontline workers who are connected to this x-hoppers broadcast.

Exit a broadcast

1. Open the Inbox tab of the mobile app

2. Press and hold the conversation that you would like to exit

3. From the new pop-up screen that opens up, tap on the option Exit x-hoppers group:

Join a broadcast from the web app

Set up a function key to join the broadcast

1. Open Favorites tab and click on + button from the top panel

2. Click on Colleague and from the drop-down list, click on Speed Dial

3. In the first input field “Speed dial” type the feature code to access the broadcast channel. By default it is 98 (Feature code conference) followed by * and by the Conference ID of the broadcast channel. Example: 98*2

4. In the second input field “Title” type the prompt that helps you identify this function key, e.g. Broadcast store 1

5. Click Add

The new function key appears in the Favorites tab

Join the broadcast channel

Every time you would like to join the broadcast to listen to the messages exchanged by the store associates or to pass a message to them:

1. Access Favorites tab

2. Hover the mouse cursor over the Function key and click on the Call icon.

Read through the messages exchanged in a broadcast from Mobile app

This feature allows employees to access an x-hoppers broadcast channel in the form of a chat conversation. If the feature is set up by the system administrator, all the voice messages exchanged in the broadcast are posted to a conversation in the form of text messages (transcribed) and attached audio files.

Every voice message pronounced in x-hoppers broadcast is added to the conversation from the relevant user with a transcription and audio file. Here’s an example:

Get alerts and footage from CCTVs (AI Theft detection) to Mobile app

An x-hoppers system can be connected to the CCTVs installed in a store. The system monitors all the cameras and thanks to the AI algorithms it can detect gestures associated with theft and send alerts to the headsets. Additionally footage is posted to the x-hoppers conversation. These messages and footage can be accessed via a mobile app or a web app for x-hoppers.

In addition to AI Theft detection, the system supports AI Video Alerts associated with other types of behavior and incidents such as queue formation, a person standing for a certain period of time, man down, and others.

Here’s an example of how AI Theft detection alerts and footage are posted to a conversation:

Access Analytics

With Analytics tool, you can monitor x-hoppers usage, see how long staff in various stores was connected to the broadcast, view statistics per each separate store, see the least and more active stores etc. 

Read the x-hoppers Analytics document for more details.