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Agente

Supervisore

Contenuti

Table of Contents
maxLevel2

Introduzione

Inside uContact you will find two types of users

  • Agent
    uContact Agent is a module for the call centre agent as the total solution for integration with features relating to data capture, monitoring by states and integrated communications with the uContact platform.

    • Supervisor
    uContact Supervisor is responsible for all system management, it manages and monitors campaigns and dialers, permits, users, suppliers are created and workflows are set up along with forms and reports


    All'interno di uContact troverai due tipologie di utenti

    • Agente
      uContact Agent è un modulo per l'agente del call center e rappresenta una soluzione completa per l'integrazione con funzionalità relative all'acquisizione di dati, al monitoraggio degli stati e alle comunicazioni integrate con la piattaforma uContact.

    • Supervisore
      uContact Supervisor è il portale responsabile di tutta la gestione del sistema, attraverso il quale è possibile gestire e monitorare le campagne e dialer, vengono creati permessi di accesso per utenti e fornitori e vengono impostati i flussi di lavoro oltre che a moduli e report.

    Sistemi operativi
    (blue star) Windows (blue star) MacOS (blue star) Ubuntu

    Browsers
    (blue star) Chrome (blue star) Firefox

    Login di Accesso uContact

    When you navigate to uContact you enter the Login screen of the Portal.

    Image Removed

    Here you will find the follow

    • uContact logo

    • User and Password fields

    • User profile combo box

    • Language combo box

    • Login button

    • Password recovery link

    • Software version

    To enter simply fill in the fields with your username and password, select your profile, language and press Start

  • By default the language is the same as that of your browser

    • You can also enter by pressing the "Enter" key

    Appena connesso al portale uContact, l’utente si ritroverà sulla schermata di accesso del portale.

    Image Added

    Gli elementi che saranno presenti in questa pagina sono:

    • logo uContact

    • Campi utente e password

    • Casella scelta del profilo utente

    • Casella scelta della lingua

    • Pulsante di accesso

    • Link per il recupero della password

    • Versione software

    Per entrare è sufficiente compilare i campi con nome utente e password, selezionare il profilo, la lingua e premere Login.

    • Di default la lingua del portale sarà la stessa del tuo browser

    • L’utente potrà effettuare il login anche premendo il tasto “Invio” sulla tastiera

    Notifiche

    Info

    On the top right you can see a series of icons which have the functionality to notify the user about different events In alto a destra sul portale saranno presenti una serie di icone che hanno la funzionalità di avvisare l'utente di diversi eventi.

    These are
    Expand
    titleSee notifications details
    Dettagli delle notifiche

    Le notifiche saranno:

    • Status Campagne Inbound Campaign Status
      The user can see a summary from the Campaign Summary that has access to.

    • Chat
      Shows the amount of unread chats between users.

    • WebChat
      Shows the amount of unread chat of the user.

    • SMS
      Shows the amount of unread sms of the user.

    • Twitter
      Shows the amount of twitter notifications of the user.

    • Facebook
      Shows the amount of facebook notifications of the user.

    • Email
      Shows the amount of unread eMails of the user.

    • Gamification
      Shows the amount of notifications from gamification.

    • Notifications
      Shows the customised notifications. 

    Expand
    titleSee campaign status

    When the user unfolds the Inbound Campaign Status it shows

    • Campaign

    • Available
      L'utente può visualizzare un riepilogo dalle campagne a cui ha accesso.

    • Chat
      Mostra la quantità di chat non lette tra gli utenti.

    • WebChat
      Mostra la quantità di Webchat non lette dell'utente.

    • SMS
      Mostra la quantità di sms non letti dell'utente.

    • Twitter
      Mostra la quantità di notifiche di Twitter dell'utente.

    • Facebook
      Mostra la quantità di notifiche di Facebook dell'utente.

    • Email
      Mostra la quantità di messaggi di posta elettronica non letti dall'utente.

    • Notifiche
      Mostra la quantità di notifiche personalizzate.

    Expand
    titleStatus Campagne

    Quando l'utente visualizza lo stato delle campagne Inbound, verranno mostrate le seguenti informazioni:

    • Campagna

    • Disponibilità

    • Service Level (SL)

    • Service Level 2 (SL2)

    • Abandoned Rate

    • Average HoldTasso di abbandono

    • Attesa media

    • ACD

    • Wrap-Up

    Image Removed

    When the user has an incoming call from a certain campaign, the ACD value will turn 1 on the corresponding campaign

    • (intervallo temporale dopo una chiamata in cui l’agente non può ricevere chiamate)

    Image Added

    Quando l'utente riceve una chiamata in arrivo da una determinata campagna, il valore ACD diventerà 1 sulla campagna corrispondente.

    The user will be notified for this, like is shown on the next picture:

    Profilo Utente

    Located on the upper right corner, the user can see:

    • His username

    • Current state

    • Online time

    Expand
    titleAbout the user state

    • A green circle indicates that the user is Online.

    • A gray circle indicates that the user is Paused.

    • If the user is on a break, for example "Lunch", that icon will be shown

    Expand
    titleUser menu

    Clicking on the profile of the user, deploys a menu that lets him change some personal features as:

    • Main and Break Background

    • Agent Profile

    • Change Password

    • Lock Screen

    • Sound Notifications

    • Sound Configuration

    • Check Connectivity

    • Check STUN Connectivity

    • Log out

    Backgrounds

    By clicking on Background or Break Background a new box is displayed to select the colors, it's the same for both options.

    Tip

    It is recommended to have different colors for Main and Break to avoid confusion.

    Expand
    titleDetailed profile

    Clicking on the profile button, a modal will open with detailed information of de user.

    Interactions

    The agent can see his own progress, incoming and outgoing calls, as well as sms, mail and social media interactions such as twitter or facebook and the webchat of the day.

    Times

    The agent can also see his logged time, total break time, the time he was speaking and the time he was free.

    The free time is the time that the agent was logged without being on a break or making a call. It is to say (Logged - (Spoken + Break)) = Free.

    Tables and charts

    Besides he has the possibility to see a timeline detailing his activities, a table that indicates the times of each breaks he made and a chart of the day by hour.

    The chart is divided by time and shows the number of calls, sms of the agent (whether incoming or outgoing ) and the number of incoming webchats.

    If the mouse is placed above the chart, a picture appears containing the amount of calls or sms and the time they were made.

    Note

    • Both tables (the timeline and the breaks) stocks its data on the pc that the Agent is using, this implies that if the Agent makes a change of pc or cleans the caché of the one he is using, the data of the tables will reset.

    • The times as well as the interactions of the Agent and the chart saves its data on the server, therefore this data will remain on the Agent's account.

    • All data resets daily.

    Expand
    titleProfile picture

    It is possible to change the admin profile photo by doing click on the profile photo (it can be done by clicking it from the profile tab as well as the image located on the top of the screen).

    When pressing the profile photo the next image will open where you can create you avatar as well as uploading a personal image.

    To create a new avatar, press on 'Create avatar' and the editor window will be displayed.

    Expand
    titlePassword change

    The agent has the option to change his password.

    A window will appear in which he has to put:

    • his old password

    • his new password two times

    • Save

    Expand
    titleLock screen

    When locked, the agent will not have access to any functionality.

    To unlock the screen, the agent's password is needed.

    Tip

    It is important to remember to put the agent on pause or on a break before locking, otherwise he can get calls which he can not answer.

    Expand
    titleSound Notifications

    The Agent can turn on/off the notifications sound.

    In order to apply this change, the user must Log In again.

    Expand
    titleCheck Connectivity

    It will take the user to another tab, where connectivity can be checked, microphone, web cam, network, connectivity and throughput.

    When the user clicks on the Start button on top the test will begin, if one of the categories fails the test it will appear in red.

    Expand
    titleCheck STUN Connectivity

    It addresses in a new tab to a page where you can check the correct operation of WebRTC.