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 platformè un modulo per l'agente del call center pensato come soluzione totale per l'integrazione con le funzionalità relative all'acquisizione dei dati, al monitoraggio per stati e alle comunicazioni integrate con la piattaforma uContact.

uContact Agent has a security control module to identify agents with a created profile allowing to have a strict control of the campaigns of each of the call centre agents.

uContact Agent login is the main page that lets you select the language and role (Agent in this case) in which the user will work and validate his credentials, entering the URL : https://IPSERVER

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Once inside the agent portal we will find the following screen:

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Inside the portal we can see the varied actions of the agentdispone di un modulo di controllo della sicurezza per identificare gli agenti che consente di avere un controllo rigoroso delle campagne di ciascuno degli agenti del call center.

uContact Agent login è la pagina principale che permette di selezionare la lingua e il ruolo (Agent in questo caso) in cui l'utente inserirà le proprie credenziali.

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Una volta effettuato il login l’agente visualizzerà la seguente schermata:

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All’interno del portale è possibile visualizzare varie azioni che l’agente può compiere.

Permette di vedere tutti i contatti nel sistema, separati dagli utenti online e offline. Una ricerca più specifica del contatto può essere effettuata scrivendo il suo nome utente nell'area di ricerca

Interazioni

L'utente può interagire con il contatto in molti modi, come per esempio avviando una chiamata, aggiungendo un contatto alla sezione dei preferiti e trasferendo una chiamata assistita o cieca.

La chat consente lo scambio di messaggi con altri agenti, viene utilizzata principalmente per segnalare azioni o eventi tra gli utenti mentre stanno parlando.

Per avviare una chat, l'agente selezionerà dal proprio telefono il contatto con cui si desidera chattare. Selezionando l'icona della chat sul contatto, si aprirà la conversazione e lì l'agente potrà vedere la cronologia delle chat e inviare e ricevere messaggi.

When a new event reaches the agent, a beep sound will be heard and a notification with the name of the agent and his profile photo will be seen.

The chat also includes a feature that allows you to send a message to all active agents by broadcast.

The chat is located in the tab Unified Inbox, which contains other communication channels.

See MultiChannel v6.

Group Chat

Broadcast

Agents can send a general message to EVERY online user in the portal. Just write the message on the Broadcast area and press enter to deliver it.

Allows to see the call log of the current session of the agent, if the call was incoming or outgoing, the called phone and the talked time.

Also, if a call was not answered or was rejected is indicated with a red colour.

Allows interaction making external calls. Among the features that will be allowed is the selection of the campaign which will call (in case you have more than one assigned outbound campaign).

Moreover you can initiate a call (green button) cut a call (button red), indicate the number to call (text box) or by typing the phone number buttons to which you wish to call. 

Other functionalities

• Attended Transfer: When the call is Attended transferred, the one who transfers the call gets in contact with the person that wants to be transferred to and if he accepts the call is transferred.

• Hold: Holds the call.

• Blind Transfer: When the call is Blind transferred, the call is transferred directly to the number dialed.

• Conference: To start a conference follow the next steps.

  • If the agent is on an active call:

    • 1. Press the conference button

    • 2. The person at the other end of the phone will be transferred to the conference Room created and will be waiting for the speaker to arrive

    • 3. The speaker can add more people to the conference Room by calling them. This can be done as many times as wanted

    • 4. For the speaker to get in the conference Room, just click on the conference button and the conference will start.

  • If the agent is not on an active call:

    • 1. Press the conference button

    • 2. A conference Room will be created 

    • 3. the speaker, who started the conference, can add more poeple by calling them. This can be done as many times as wanted

    • 4. For the speaker to get in the conference Room, just click on the conference button and the conference will start.

• Mute: Put the Agent microphone in mute.

• Video: Allow the video in the call, having the chance to video call a client.

List of agents added to favourite.

Park

When the agent has an active call and presses on Park, this function will hang up the agent call so new calls can be done, but will leave the client waiting.

When it's time to continue with the call, just press on the green phone button.

Allows sending text messages to cell phones, indicating the number to which you want to send, the campaign and the text to send.

Users can save contacts in the phone book, search for a contact by their username, start a call, transfer blind and attended calls and delete the contact from the user's personal phone book.

In order to save contacts, the user must click on the button "+", situated on the right top corner, and it will unfold the following:

Name and number of the contact must be detailed. To finish the process click on the green button.

It's possible to show the tab on the right side by clicking the expand button which is located in the upper right corner or using the display button located in the right side of the screen.