Agent Quick Guide V3.x (EN)

Agent Quick Guide V3.x (EN)

Identification 

The agent is identified by a unique account and a phone extension. 
After logging in, the agent is automatically in a "Pause" status (he/she cannot receive any calls).



To launch into ready status 

Ready, the icon will become active when the button will be highlighted in blue :


If the agent is in "Waiting" mode, it will appear on their screen as follows:


Receiving a call

When a call arrives at the agent's station, it appears in blue on the screen, along with relevant information.



Managing a call

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 script pages are generally correlated. The agent fills in the necessary fields based on the information provided by the client during the conversation.

Qualifying a call

Generally, the script is used to automatically qualify the call. The agent can also qualify it at any time using the qualification button. It is the second icon in the phone management interface.



You will find the usual qualification statuses: Positive, negative, and neutral. Such qualification helps evaluate the outcome of the call.
It can change during the call. The agent will only have to select one of the proposed status, as shown in the example : 


Closing a script/call

The script remains available when the call is completed. In this case, you can finalize the call and close the script with the closing button :



Receiving the next call

When the call is completed and the script is closed, a new call can immediately be received if the campaign is set to launch automatically. If not, the agent will use the "ready" button.

The additional information screen indicates how many and what kind of calls are waiting. 

Note : The border color code red points out that Priority calls are waiting. An orange border notifies Waiting calls.

Transferring a call

If it is necessary to transfer a call to a colleague or a third party, the agent can do so using the "Forward" or "Transfer" buttons. The first does not provide any information. The second is accompanied by a vocal explanation with more information. It is preceded by the Hold button and the manual dialing button, using the dial pad.

Icon reminders

Toolbar options



  1. The Quit icon allows the user to exit the application or, if the context allows, return to the cockpit
  2. The Ready icon allows (re)starting work
  3. The Break icon allows taking a break and choose the type of break
  4. The Priority pickup icon allows the user to answer a call from the queue that has been defined as a priority
  5. The Search mode icon allows searching for a client file or record
  6. The Pickup icon 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...
  7. The Manual dial icon allows dialing a number
  8. The Team icon allows selecting on which teams the want to be available
  9. The Send alert icon allows requesting supervisor support
  10. The Mini mode icon 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 a call


  1. The Answer icon allows answering a call
  2. The Disposition icon allows the user to select a series of qualifications that will be presented based on the context in which they are operating
  3. The History icon allows displaying the online contact's history
  4. The Extend icon 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
  5. The Close icon allows closing the current contact
  6. The Mute icon allows muting the microphone so that the online contact cannot hear the agent
  7. The Hold icon allows placing a call on hold
  8. The Retrieve icon allows (re)taking a call on hold
  9. The Forward icon allows transferring a call without confirmation
  10. The Transfer icon allows transferring a call to a person, providing the opportunity to speak with that person beforehand
  11. The Conference icon allows introducing two or more people in same interaction
  12. The Hang Up icon allows ending the ongoing call.
  13. The Listen voicemail icon allows, based on the context, to listen to messages left by a contact
  14. The Listen last call icon allows, if the option is enabled, to listen to the last call of the online contact
  15. The Record icon allows recording the ongoing conversation, pausing the recording, and resuming the recording upon request

Ingenuity

When an agent wants to take a break, they can click at any time on the Pause button, even if they are still in communication with a client. By doing this, they indicate to the system that they want to go on break immediately after this call.

While doing so, the Nixxis system will not consider this agent for the distribution of subsequent calls.

Callbacks

When a conversation leads to a reminder, the agent qualifies it as a Reminder or a Personal Reminder.
Thus, the calendar/agenda application allows the agent to select a date and time based on the client's availability.


Calling a number

When using manual dial, forward, transfer, or conference buttons, a dialing area appears :



If the system already has the number, it is automatically entered.
Otherwise, enter the phone number by clicking on the manual dial pad.
To correct, use   the arrow.

To reuse a previously dialed number, use the dropdown arrow :



To establish the connection, click the phone button.


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