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Supervisor
The supervisor role is to maintain total control over the assigned modules. Mainly focused on the assignation of cases, report management, percentage, general agents view,etc.
It is important to highlight, that for those special cases in where some agents are not members of a campaign called "SupervisorAMD →", only the tabs Assignations, Schedule and Validations are going to be available.
Assignments
In this section, the supervisor can assign clients to agents manually and automatically by applying multiple filters, register massively clients in the system and reallocation of agents.
Agents Lists: The Supervisor can assign agents to clients manually, just by searching the agent and the client that want to pare up.
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47735722;Paul;24000392;;099324984;299636367;Abbey Road 5779 ;EC1Y 8SY;London;London;United Kindom;paulMcC@gmail.com;ACOMP-BLESS->;FF1;FF2;FF3;FF4;FF5;FF6;FF7;FF8;FF9 |
Schedule
Allow to visualise the assigned schedule for the day in all system agents with the final purpose to manage the scheduled activities previously.
It is possible to change the date for next days o previous days to see his respectives agendas.
Reassign: When this button is pressed the system is going directly to the Assignation tab with all the cases in the filter that are scheduled for today, this allow us reassigned to another agente in the case if it is necessary.
Parameters
As refers to parametrization of the system exist a parameters module that allows add new values to the filters and parameters predefined in the system inside of thoes we can found:
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Type combo box, they are identified with the cmb the beginning of the parameter, or the type of text box identify with the txt prefix followed by the parameter name.
Parameter : Field in which we filter to upload the information in the system.
Filter : Allows to define a filter for example in search criteria in portfolio to add the sql consult that will used,etc.
Value: Allows to define the value that is going to show in the parameter of the system it will use.
Sub value: Allows to define a sub value for the parameter.
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- The parameter cmbcontact it is necessary to indicate the diferents types of agreement to add in the system,if the day of tomorrow add new contracts, putting like a filter the campaign which correspond and then in the value the physic name of the contract that will defined the system; contract + (Campaign Name).
- The parameters numcontratoXXXXX define for the numerators of the system, this value is the name of the archive and add num at the beginning (here defines the numerators for the actual and future agreement). For each type of agreement it can assign a numerator to assign a identificator for each valid contract. Example ACOMP-BLESS→ capaign has any of these as contract values : contratosACIndividual, contratoBLMultiples, etc.
- cmbsexo: Possible sexes users (default Male and Female) are listed.
- cmbcriterio: The criteria of order for automatic assignment of contacts (random default, by department, location or feature) is listed. In the Value box, the user must write a query for the selected data base.
- cmbmoneda: Possible coins to be used are listed, usually we use in products sold where load refers currency (default p esos and dollars).
- cmbestadoc: The filing statuses of clients (example : married, single, etc.) are listed.
- speech: Possible dialoques to introduce the agents listed, can be an agent of supervisor, which is set in the subvalue in the value sets the speech where you can use variable names in the data loaded from eg : "Dear Mr. ${name}" and the filter is associated with the campaign speech. It must be indented in HTML, as it is neither txt and cmb.
- cmbvinculo: Possible links are listed with a client (parent,child,wife,etc.).
- cmbformapago: Different forms of payment may be for sale (Cash,Credit Cards,etc.) are listed.
- cmbstatustype: The different states of a sale can be CANCELED, VALIDATED UNVALIDATED,etc are listed.
- txtCampoLibreX: Values are given to the free fields where w can be from 1 to 9, filter and value being the campaign name to take the field for that campaign. These free fields acan be viewed in the form of sales that appears the agent.
- cmbresultado: The values for the actions and results are given in the filter goes the name of the campaign and the value and subvalue go as follows - subvalues are the values to take actions, value will be the values taht take the results in basen on the previously selected subvalue.
Products
This section will give high and modify the products to be used in each campaign.
Campaign : Name of the campaign to include the product.
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Range: Definition of a aditionl atributte of the product.
Value : Selected value.
Cards
In this module allows the high, low and modification of the system cards.
Card: Name of the used card.
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Validation : If the card is validated 1, in other case 0.
Validation
This screen allows supervisor to manage case of sales, be able to filter by range by date, search numbers of specific contracts and also filter by puntual states.
Filter: Allows refresh the data to bring new cases admitted to validate with the followings parameters:
- Initial Date
- Final Date
- Document
- Titular Name
- Contract Number: If it insert a specific number of agreement that filter by that unique number
- Agent
- Campaign
- Validation: Selected valid contracts, invalid or if its in blank if thoes who are still without action
Contract: Allow to download a PDF report of the complete sale as is how full the tab agent.
Edit Sale: Allows to open a window in edition mode to modify necessary data, if the sale is in valid or invalid state only allows see the data without modificated, the screen will be equals to sales module in the sales part, being able to save all the parameters except the date of creation of its and the agent that created. This screen is enabled in the same module of Suervision only when such changes are made.
Complete Profile: Allow to download a PDF format a report of the complete profile of the buyer, with purchase data, contact,etc.
Validation : Allows to validate the sale to change state to "Validated" (having to select the date of start contract valid).
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- Automatic: In base type of contract.
- Manual: In base number that specify in the box.
Annul: The sale status changes to Canceled.
Invalid: The sale status changes to Not Valid.
Exports
In this module allows to export Excel files to the system managment in base to the range of dates in the validated contracts.
Export Headers: Exports a document detailing every client in the selected campaign between the chosen date, specifying what happen in the first call.
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Export Client: Exports a document detailing every client in the selected campaign between the chosen date.
Sales Edition
Edit the selected account from the validation panel (only if not validated).
The screen is similar to the Sales model in the agent's Sale section. Every parameter can be saved, with the exception of the its creation date and the agent who created it. This screen will be accessible only when this type of modifications need to be done.
From here you can be edit all the sames parameters as when a discharged a sale:
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To apply changes, the user must click on the Save button.
Contact Edition
Inside this section it allows to modify all the data of the sale titular contact.
Agent
Generic role where can manage the assigned cases and on another hand see information from others managers (if the final manager called and not this,etc ), for this case its important to know if they can view the information management will not have access to certain features when the case is not the same agent.
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- From the initial screen of search will choose according to the criteria that cases will be necessary to manage selecting a case and pressing the "Manage" (item i) button.
- As a posterior step will enter the managment screen (point ii) where you will see the data point lead (remembering that here you can modify only address document).
- In the event that the customer is not registred in the system contact the lab contac is not any data (iv) so it m ust be created (by pressing the save button in the identity document, previously loaded appear by the operator).
- For the customer there you can change all this data in the client file later to save them.
- Data such as (name,surname,address,city,town,document,phone and date od birth) are necessary to continue actions as "sale" that would lead to the sale screen, otherside it will give appropriate notice to load that data in the contact tab.
- Once the sale will be loading the data product to sell (these products will be pre filtered by campaign) as well as beneficiaries (if nucleus) and the data and notes sale, to later validated by the supervisor, where specific contract numbers will be generated once validated.
Search
With regard to the search is permitted to perform and manage several actions:
The table situated on the bottom will unfold the base filtered by the following criteria options:
- Personal Data: Name, Address, Phone, Document, Residence.
- Campaign: Allows to select the campaign to filter
- Result: Brings the filtered results for the selected campaign
- All: If selected, the search will be applied to EVERY agent and campaign case. If not, the search will be applied only with the clients that are assigned to that agent.
- Finalised: If selected cases terminated brings too
- Cases Without Management: Bring cases that have not been managed
Manage : Selecting a registry and pressing the button allows to go to manage management especially when all the information on it, it fills two tabs Management and contact information thereof.
Return to Supervisor : Returns a point to the supervisor so he can reassign it to another agent case, you must specify the reason why he returned in the text box.
Management
This is the main screen where cases are handled promptly allowing you to see its historical actions, contact information.
On the top of the screen appears the name of the client that the Agent is managing, with its document number. Followed by the campaign and agent name.
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- Personal Data: Data that can be modified like Document, Birth Date, Name, Surnames, Telephones, Cellphones, Occupation, Residence, Gender, Marital Status, Email.
Next to the Document appears this icon
, which allows the Agent to search for a client by just writing the Document number. Apart from that, next to every telephone number appears the next logo 
, it allows to automatically call this number. - Free Boxes: There are free boxes to personalise the clients information.
- Finalised: It gets selected when the user does not need this case to be in the Searching and Assigned Cases areas. Its marked as Finalised when there are no possible managements options to apply on it.
- Script: Assigned script for this Campaign and Agent, by the Supervisor.
- Save Lead: Allows to save all the data in the Lead as well as in the Contact Information.
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- Action: What time of interaction was made, Inbound Call, Outbound Call, SMS, etc.
- Result: Action results, did not answer, busy, sales,etc.
- Data: When a particular case is selected from the management table, the data from the management can be seen.
- Callback: Schedules a date for a future contact with the client.
- Comments: Comments of the management made.
Mail: Send an email using the one detailed in the mail box, as subject whats written in the Data box and as message the Comment. This generates automatically a management case and sends the mail.
SMS: Sends a SMS to Movil1 with the text that is written in the comment box. This generates a management case as well.
Save: Saves the management case.
Sales
Automatically the system pass through the tab to generate a sale.
IMPORTANT: Remember that a Sale can not be Saved if the Management is not saved first.
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Save Button : Save the sale, to not run this button any data is going to be saved in the system only show.
Schedule
Own agenda for a Agent.
From here, the user can pick a client from the table and manage it, this way, the user will be taken to the Management tab.
Statistics
As level agent it is possible to calculate statistics of sales made, also in number like in report eith more details to internal control of the agent.
Calculate: Calculates based on the given date range, the amount of validated and dates are invalidated.
Report: Generating a report based on the given date range, the amount of validated and dates are invalidated.
Contact
Unique vision of the contact, as in management a contact can be several times as it can come in bases different campaigns of different clients and managed separately, in this view have a unified view of the contact data, these can be updated to always keep the most current contact data in one place.
It also has a unified view of all the arrangements for this contact for all campaigns. The contact database is unique and does not repeat contacts are identified by their document number.
On the top of this section, the client's document with its name will appear.
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Generate Lead : As in the base of a sale can be generated new contacts, it allows in base to a contact generated a new lead, like unique requirements select a campaign that want to generate that lead to then management.
Data Exchange
In this section will describe the format of data exchange both input and output system.
Base Entry
The input of data defines with the following delimited fields by ; .
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The first column its a numeric textbox that must be unique and assigned by the Contact Center Supervisor, the last one must be saved everytime so there are no copies of it, otherwise, the upload of the data will fail.
This saved point allows to update the data with the Update Data button, without having to identify the document.
To see format go to : Sales v6Assigments
Reports
The reports have filters of Initial data, Final data, Campaign, Agent.
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