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Agent

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Supervisor

Content

Table of Contents
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Introduction

Inside uContact you will find There are two types of users inside uContact, those are:

  • Agent
    uContact Agent is a module for the call centre contact center 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, and suppliers are can be created and workflows are can be set up along with forms and reports.

Operative systems
(blue star) Windows (blue star) MacOS (blue star) Ubuntu

Browsers
(blue star) Chrome (blue star) Firefox (blue star) Edge


uContact Login

When you To navigate to uContact, you will have to enter the Login screen of the Portal.

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Here you will find the followfollowing:

  • 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 Startclick Login.

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

  • You can also enter by pressing the "Enter" “Enter” key.


Notifications

Info

On the top right, you can see a series of icons which that have the functionality to notify the user about different events.

Expand
titleSee notifications details

These are:

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

  • Chat
    Shows the amount number of unread chats between users.

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

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

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

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

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

  • Gamification
    Shows the amount number of notifications from gamification.

  • Notifications
    Shows the customised customized notifications. 

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titleSee campaign status

When If the user unfolds the Inbound Campaign Status it shows:

  • Campaign

  • Available

  • Service Level (SL)

  • Service Level 2 (SL2)

  • Abandoned Rate

  • Average Hold

  • ACD

  • Wrap-Up

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

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


User Profile

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

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  • His username

  • Current state

  • Online time

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titleAbout the agent 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", “Lunch”, that icon will be shown

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titleAbout the user stateUser 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 displays to select the solid colors or textures, it 's is the same for both options.

Tip

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

Expand
titleDetailed profile

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

Interactions

The agent can see his own progress, incoming and outgoing calls, as well as smsSMS, mail, and social media interactions such as twitter Twitter or facebook Facebook and the webchat 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 break he made, and a chart of the day by the hour.

The chart is divided by time and shows the number of calls, sms 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 number of calls or sms SMS and the time they were made.

Note
  • Both tables (the timeline and the breaks) stocks its stock their data on the pc that the Agent is using, this Agents’ PC. This implies that if the Agent makes a change of pc PC or cleans the caché cache 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 , save 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 clicking on the profile photo picture (it can be done by clicking it from the profile tab as well as the image located on at the top of the screen).

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

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

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titlePassword change

The agent has the option to change his password.

A window will appear in which he has they have to put:

  • his Their old passwordhis

  • Their new password two times, twice

  • Save

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titleLock screen

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

To unlock the screen, you need 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 that he can not cannot answer.

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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 camwebcam, 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.

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titleCheck STUN Connectivity

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