Agent Capabilities

Login

An agent can be logged in by entering agent credentials and then pressing the ‘Login’ button from the login screen. There is support for an SSO user in our solution, for an SSO user, the user needs to check the checkbox for "SSO User" placed just below the extension field.

Login

Post Login Interface

After entering the credentials, and checking the box of  SSO User, the agent can see the Dashboard with all the agent's details.

Dashboard (Post Login) Screen

State Change

Change State to Ready

After logging in. an agent may change state to Ready or Not-Ready.

During Wrap-up, an agent may change state to Ready or Not-Ready.

Available controls for agent state are displayed when the bottom-facing arrow button is pressed next to the agent’s extension.

Change State to Ready

Change State to Not Ready

For changing the state to Not Ready, agent can choose one of the reason codes that are displayed in the Not-ready bar. Select desired not-ready reason and the agent state will be changed to Not-ready with respective reason.

   

Change State to Not Ready

Logout

To logout, agent must specify one of the logout reason codes that are displayed in the "Logout" dropdown. The agent will be loggedout with the respective reason.

Logout

Wrap-up

Wrap-up reasons are displayed when the agent is in a wrap-up state. Select desired to wrap up reason and the agent will be logged with the respective reason. It is not mandatory to select any wrap-up reason. Wrap up window can be toggled from the button placed above the ‘Call Wrap-Up’ window.

        

            

Wrap-up 

Wrap-up Timer

For every state a timer exists, that shows how much time has elapsed for the particular state

Wrap-up Timer

Answer a Call

The agent may answer the call by clicking on the green phone icon.

Answer a Call

Call Control Toolbar

 Following call controls are available on the toolbar

1. End Call

2. Conference Call

3. Direct Transfer

4. Wrap-up Reasons

5. Consult Call

6. Dial Pad and

7. Hold/Resume Call

Call Control Toolbar

Outbound Call

1. For outbound call click the dial pad icon located on the right side, just below timer. 

2. The number can be entered typing in the input field for a number or through the dial pad buttons provided in the dial pad.

3. After the number has been provided, you can click the button "Dial" to initiate the outbound call

Consult Call

1. For consulting another agent, click the click the consult icon located on the call controls as shown in the image.

2. The number can be entered typing in the input field for a number or through the dial pad buttons provided in the dial pad.

3. After the number has been provided, you can click the button "Consult" to initiate the consult call

Direct Transfer

1. For direct transferring the call to another agent, click the direct transfer icon located on the call controls as shown in the image.

2. The number can be entered typing in the input field for a number or through the dial pad buttons provided in the dial pad.

3. After the number has been provided, you can click the button "Transfer" to initiate the direct transfer call.

Outbound Call

Consult Call

Direct Transfer

Call Notes

The user whether agent or supervisor can also provide notes during the call in the call activity section, these notes are then attached to the call activity created at the end of the call.

Call Notes

Predictive Campaign

The flow of predictive campaign calls is such that it will first ring on the customer end and the agent will be in Reserved state. If the customer accepts the call, then an agent will receive the call. On accepting, the agent and customer both are in talking state i.e. the call is Active.

Predictive Campaign

Progressive Campaign

The flow of progressive campaign calls is such that it will first ring on the customer end and the agent will be in Reserved state. If the customer accepts the call, then an agent will receive the call. On accepting, the agent and customer both are in talking state i.e. the call is Active.

Progressive Campaign

Preview Campaign

Preview campaign call flow is slightly different than other campaign calls. In the preview campaign call the call first lands on the agent, the agent has 3 choices i.e. Accept, Close and Reject the call. If the agent Accepts the call only then the campaign call proceeds. From here on, it behaves like other campaign calls. After that like other campaign calls, it will ring on the customer end. If the customer accepts the call, then an agent will receive the call again. On accepting the agent and customer both are in talking state i.e.; the call is Active.

Preview Campaign

Make A Call

The phonebook view can be accessed by first clicking the Make Call Button and then the phonebook button as shown in the following image. 

Make A Call

Select Phonebook

The desired phonebook can be selected by clicking on the Select Phonebook dropdown, you can also search for the phonebook by typing in this field.

Select Phonebook

Contact List

Once you have selected the phonebook, the contact list will be populated that belongs to that particular phonebook. Upon clicking on any contact, an outbound call will be initiated for the number corresponding to that contact.

Contact List

Consult A Call

If the user has a call in progress then the user has the option of consulting an agent or transferring the call to another agent. The user can perform both operations with the phonebook feature

To consult a call via phonebook, the user has to click the consult button and then select the phonebook button. When the user selects his desired phonebook, the contact list will be populated corresponding to that phonebook. Upon clicking on any particular contact, a consult call will be initiated to that contact's number.

Consult A Call

Transfer A Call

To transfer a call via phonebook, the user has to click the transfer button and then select the phonebook button. When the user selects his desired phonebook, the contact list will be populated corresponding to that phonebook. On clicking any particular contact, the call will be transferred to that contact's number. 

Transfer A Call

Schedule Callback

The schedule callback feature is available for campaign calls that allow the user to schedule the callback with the customer at a suitable time.

Schedule Callback Control

Schedule A Callback

To schedule a callback, the user has to click the schedule callback button and then provide the relevant details like phone number, date and time. Once all the required details are provided user need to click Schedule Callback button in the form. 

Schedule Callback

Post Call Indication

After the callback is scheduled a green tick icon will appear along with the schedule callback button.

Post Call Indication

Reclassify Call

The Reclassify feature allows the user to reclassify a Campaign Call (Direct Preview Outbound call only) as Answering Machine, Fax, Invalid Number, or Voice. By default, a call is classified as Voice.

To reclassify a call, the user has to click the reclassify button and then the desired option.

Reclassify A Call

Post Call Indication

After the call is reclassified a green tick icon will appear along with the reclassify button.

Post Call Indication

Screen Pop

When a call arrives on the logged-in agent, Account/Contact/Lead is popped up according to the caller number and information stored in Salesforce.

1. If one record is matched, then that record will automatically pop up.

2. If there is more than one matching record, a contact's window will be displayed, listing all matching records. If you want to open a particular record from the list, simply select that record and it will be popped up in the background window.

3. If there is no match, a Contact will be saved with the name set to ‘Anonymous’, and the number set to the caller number. (By default for the No-Match case we create the Contact, however this is a configurable option and the user can change it as per his requirement) 

Screen Pop-up

Click to Dial

Click to dial feature allows the user to select any number corresponding to a record (Account/Contact/Lead) and an outbound call will be initiated to that number.

Without the click-to-dial feature, the user can’t dial a call while clicking on any number from the Salesforce record.

Click to Dial-Disabled

You can see that option is disabled in the Phone tab.

Click to Dial is disabled

Click to Dial-Enabled

Click to dial feature is enabled when an agent is successfully logged in to the Salesforce connector application. After enabling this feature, you can see the phone tab has been enabled.

Click to Dial is enabled

Call Activity

A call activity is created at the end of the call for all call type except consulting calls. It contains information such as

• caller object,

• wrap-up reason,

• duration of the call,

• call type and

• comments.

The comments field displays the call type for the call.

The task name is created as a combination of different attributes that are agent username, call id, and the current time.

Call activities can be seen from the ‘Tasks’ tab at the top, it will show the activities in descending order i.e. latest activity will be at the top.  In the case of single matching or no matching record, it will be created automatically.

 View Call Activity

Logs

Logs are associated with agents, meaning that they will be created for specific agents that will be logged in. They contain information about the agent states, dialogues states as well as the status of connection and API requests. Logs are updated in a log file every time a call ends. For every agent there can be a maximum of 10 log files, each log file can contain logs for up to 20 calls. After every 20 calls, logs will be maintained in the next log file. Log files are named based upon the agent username and the file counter.

In case all log files are consumed up to the maximum limit, the next logs will be saved in the very first log file (oldest). New logs will actually replace previous logs. This is done so that the oldest available logs will always be discarded first if the limit has maxed out. Logs can be viewed from the ‘agents’ tab at the top, open a particular agent, and then go to the Related tab.