Agent Module V3.0
Introduction
The purpose of this article is to describe the functionality and available settings for the agent component.
Home Page
Once logged in, if other modules are restricted for the agent, they will be directly placed in the agent module. Otherwise, they will need to select the agent module represented by the headset icon.
Main Workspace
The application includes a built-in
browser (Webview2/Chromium) that allows you to publish web applications/web
pages - multiple tabs are possible;
- Native integration of multiple scripting tools (CallScripter, Synergy, eScript).
- Ability to execute an external application from the popup (equivalent to a shell command with the ability to pass parameters). For example, open a document in Word, a photo in Paint, a "contact" in a heavy version CRM, among others.
Agent Module
Once connected, the agent is automatically in « Pause » mode and cannot receive calls.
Main workspace
- A dynamic screen that can be used to display agent stats or production stats via a URL.
- When a campaign is associated with a script, the steps to follow are displayed in the main window. The script will guide the agent on the instructions to follow during the call. The agent fills in the necessary fields based on the information provided by the client during the conversation.
Toolbar Options
Quit - This
functionality allows the user to exit the application or, if the context
allows, return to the cockpit in order to navigate to another module. For
example, the supervision module or statistics module, among others.
Ready - This functionality allows
(re)starting work.
Break - This functionality allows the
user to take a break and choose the type of break. For example, coffee break or
lunch break.
Priority pickup in a queue - This
functionality allows the user to answer a call from the queue that has been
defined as a priority.
Search Mode - This functionality allows searching
for a client's file or record.
Pickup - This functionality allows the agent to select a contact from the queue
and prioritize its processing based on criteria at his discretion, such as wait
time, service name, etc...
Personal Call - This
functionality allows the user to manually dial a number of their choice or
select a number from a contextually presented directory.
Team - This
option allows the agent to select the team(s) in which they want to make
themselves available.
Send alert - This
functionality allows requesting supervisor support.
Mini mode - Once activated, the "mini
mode" option minimizes the user's toolbar to the maximum extent so that
the focus can be directed to other windows and/or applications.
Features available during calls, email processing & chat
Answer - This functionality allows for
answering a call.
Disposition - This functionality allows the
user to select a series of qualifications that will be presented based on the
context in which they are operating.
Contact History - This
option allows displaying the online contact's history.
Extend - The option allows the user to see
the progress of the wrap up duration and, if necessary, request an extension
based on the context of the ongoing interaction.
Close - This option allows closing the
current contact.
Mute - The option allows muting the
microphone so that the online contact cannot hear the agent.
Hold - This functionality allows placing a call on hold.
Retrieve - The
option allows (re)taking a call on hold.
Blind Transfer - This option allows transferring a
call without confirmation.
Consult Transfer - This functionality allows transferring a call to a person, providing the opportunity to speak with that person beforehand.
Conference - This option allows to involve
multiple people during the same interaction.
Hangup - This functionality allows ending
the current call.
Listen voicemail - The option allows, based on the
context, to listen to messages left by a contact.
Listen last call - The option allows, based on the
context, to listen to messages left by a contact.
Record - This option, if enabled, allows
recording the ongoing conversation, pausing the recording, and resuming the
recording upon request.
Information about the current contact
- The name of the activity
- The total time spent on this contact
- The caller's number
- The callee's number
- The current status of the user on this contact. The possibilities can be :
- Alerting - In alert
- Preview - In preview
- Connected - Online
- Disconnected - Call hang up
- On hold - Call on hold
6. The elapsed time in the current state
7. An information contained in the database
- For example : the name of the client
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