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Table of Contents

Table of Contents


Supervisor


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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.


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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


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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.

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titleFields details
  • Agents Lists

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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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titleAutomatic assignments

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This button allows assign cases for the agents with some criteria pre configured:

  • Cases: Amount of registry that want to assign to each agent.
  • Criteria: Its defined the same way its order in the Base to assign cases. (Obligatory)

    New criteria can be added to the list, defining them on the Parameter section.
    For example:
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    To get more detailled explanation, please visit Parameters cmbcriterio.
    The criteria with the name Testing, will appear in the list once the user saves the parameter.

    The defined criteria by default are:
    • Deparment
    • Location
    • Cacarteristic
    • Random order


  • Campaign: Campaign of which you want to filter to assign cases. (Obligatory).
  • Base: Name of the bases that were uploaded to the system for the previously selected campaign.
  • Deparament: Selection of the deparmanet of which you want to filter in the case of choosing deparmanent filter.
  • Location: Selection of the location of which it desired filter in the case of choosinf locationfilter.
  • Carasteristics: Carasteristic of which we desired to filter in the case of choosing caracteristic filter.

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The system will control the number of required cases to assign based on the selected filter.


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titleFilter

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Allow us to search inside the base without assign to look specific registry.

  • Personal Data: Complete Name, Document, Telephone.
  • System Data: Agents, Campaigns, Results, Base, Final and Start Date.
  • Show Completed: The search includes the completed cases.
  • Show Assigned: This will only show and search through registries that are already assigned to an agent.


Unassigned: In base to the defined filter, allows unassign all the cases that correspond to the defined criteria in the filter, can select like an special filter to unassign not scheduled cases.


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titleUpload Base

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This button allows the upload of the sales base payroll later segmenting, and assign cases, must select of the ComboBox the campaign which the upload the data and assign a Base name. It important to know that the first field (ID) it must be generated and unique in the payroll to upload by the supervisor, is going to be a unique identifier of the base registry, then it allow us to update the free field putting up that id in each registry of the archive to upload the base.

To upload the base we must put in each field, separated with ; the followings columns to complete:

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titleSyntax.csv
document;name;phone1;phone2;cellphone1;cellphone2;domicile;postalCode;city;department;location;mail;campaign;freeField1;freeField2;freeField3;freeField3;freeField4;freeField5;freeField6;freeField7;freeField8;FreeField9


Coming up next an example to make it clearer:

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titleExample.csv
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


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Allow to visualise the assigned schedule for the day in all system agents with the final purpose to manage the scheduled activities previously.


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It is possible to change the date for next days o previous days to see his respectives agendas.


Reassign

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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

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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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titleMore info...
  • Actions
  • Negotiation
  • Search criteria
  • Etc

Different type of parameters that can be set are as follows, of which we can assign them to a campaign and add values; there are two types comboBox and text field, the combo I can choose one of several available box, or write in a text box. The parameters that do not have associated campaign will be useful for all forms of sales. In this part we add values or sub values to predefined parameters. 

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.


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titleParameters Details

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.

Same of the predefined parameters are:

  • 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


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This section will give high and modify the products to be used in each campaign.


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titleParameters Details

Campaign : Name of the campaign to include the product.

Currency: Type of coin,if its dollars or pesos.

Contract: Type of agreement that is going to use that product, for that generation of contracts.

Product : Name of the product.

Category : Definition of a add atributte of the product.

Amount : Definition of a aditional atributte of the product.

Range: Definition of a aditionl atributte of the product.

Value : Selected value.

Cards


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In this module allows the high, low and modification of the system cards.


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titleParameters Details

Card: Name of the used card.

Along the card: Total long of the card digits.

Digits : Its registry the last 4 digits of the card.

Validation : If the card is validated 1, in other case 0.

Validation


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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.


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titleParameters Details

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

Image ModifiedContract: Allow to download a PDF report of the complete sale as is how full the tab agent.

Image ModifiedEdit 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. 

Image ModifiedComplete Profile: Allow to download a PDF format a report of the complete profile of the buyer, with purchase data, contact,etc.

Image ModifiedValidation : Allows to validate the sale to change state to "Validated" (having to select the date of start contract valid).

Contact Number: Assignation of contract number :

  • Automatic: In base type of contract.
  • Manual: In base number that specify in the box.

Image ModifiedAnnul: The sale status changes to Canceled.

Image Modified Invalid: The sale status  changes to Not Valid. 

Exports


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In this module allows to export Excel files to the system

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management in base to the range of dates in the validated contracts.


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titleParameters Details

Export Headers: Exports a document detailing every client in the selected campaign between the chosen date, specifying what happen in the first call.

Export Product: Exports a document detailing every product in the selected campaign between the chosen date.

Export Client: Exports a document detailing every client in the selected campaign between the chosen date.

Sales Edition


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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.


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titleParameters Details

From here you can be edit all the sames parameters as when a discharged a sale:

  • Products Contracted
  • Contract Members
  • Method of Payment
  • Sale Comments
  • Agent: Username of the agent that has the client assigned.
  • Edit Holder: Takes the user to the Contact Edition section.
  • Script: Script assigned to the user's campaign.
  • Save


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Parallel to this screen editing sale, since the contract is generated with the data holder you can proceed to edit the data in the customer profile from the Edit button in the Edit Title section.

To apply changes, the user must click on the Save button.

Contact Edition


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Inside this section it allows to modify all the data of the sale

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titular contact.


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Agent


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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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The module agent can be seen for all the roles having account some limitations when you do not have the role of manager we shall see later.

This module enables integral managment of assigned cases as well as shceduled and searches by different criteria.

Operational workflow:

  • 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.


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With regard to the search is permitted to perform and manage several actions: 


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titleParameters Details

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

Image ModifiedManage : 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.

Image ModifiedReturn 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


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This is the main screen where cases are handled promptly allowing you to see its historical actions, contact information.


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titleParameters Details

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.

Clients Data:

  • 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 Image Modified, 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 Image Modified, 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.

Save document : The document allows to save a document number (CI) in the record to be traced from the contacts view.  If the contact exist bring all this data, and if not the same be supplemented without necessarily having to go the contact.

Management: Allows to add a management case with the following criteria:

  • 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.
  • Image ModifiedMail: 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.
  • Image ModifiedSMS: Sends a SMS to Movil1 with the text that is written in the comment box. This generates a management case as well.
  • Image ModifiedSave: Saves the management case

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Sales


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Automatically the system pass through the tab to generate a sale. 


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Remember that a Sale can not be Saved if the Management is not saved first.


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titleParameters Details

On the top of this section, the client's document with its name will appear.

Products:

  • Product : The product to be sale. Agree to the campaign that the agent is working, the options will be presented.
  • Currency: Currency the client is going to be using.
  • Category : Depends of the type of the product, it presented in the payroll with the detail of each one.
  • Amount: It will be used to place the amount of hours, this depends on the product.
  • Range: It place in the option if the product allows.
  • Value: Value assignment for the product.

Note: It is possible to add and delete various products from the sale as well.

Members:

  • Document: CI of the member or beneficiary.
  • Names: Names of the member of beneficiary.
  • Last names: Las names of the member or beneficiary.
  • Birth: Birth date.
  • Link: Type of link of the titular, father , son ,etc.

Note: Each member generate entered a new contact if the document does not exist. Apart from that a no valid document can be added, as long as the agent allows to do so.

Method of Payment:

  • Method: Method of payment agreed upon sale.
  • Number Card: Number of carg in case to be necessary.
  • Expiration: Refers to the expiration date of the credit card.
  • Document: CI of the member its beneficiary (have to be valid).
  • Names : Names of the member of beneficiary.
  • Last names: Las names of the member or beneficiary.
  • Last names: Las names of the member or beneficiary.

Note: Each interested person will generate a new contact if the document does not exist.

Comment: Allow to enter some comments to the sale.

Save Button : Save the sale, to not run this button any data is going to be saved in the system only show.

Schedule


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Own agenda for a Agent. 


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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


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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

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Parameters

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


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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.


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titleParameters Details

On the top of this section, the client's document with its name will appear.

Image ModifiedSearch: If the contact does not found as  in the original base not have document, so it possible to do a manual search to found and so see upload the lastest data.  For that is possible to use the Document field, 1 Name, 2 Name, 1 Last name, 2 Last name, 1 Telephone, 2 Telephone, 1 Cellphone, 2 Cellphone.

Save Contact: Save the new data of the Contact. This is to have updated and unified data.

Clean Fields: Clean screen data.

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


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In this section will describe the format of data exchange both input and output system.


Base Entry


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The input of data defines with the following delimited fields by ; .

These are obtained by saving files Excel like CSV.

See form : DATA ENTRY.xlsx

An important comment to add, is that the blue text boxes that are unused from 1 to 5 can have any value that will be used in the campaing in different ways. This ones can be easily updated.

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 : 

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Reports


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The reports have filters of Initial data, Final data, Campaign, Agent.

  1. Output data Contacts : Allows to exchange data with the system....
  2. Sales Information : For each sale allows to see products, members and way of pay.
  3. Detail

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  1. Management State : Last state "Lead"

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  1. management.
  2. Leads detail without

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  1. Management : Assigned Leads that where not managed by agent.
  2. Sales agents : Amount of sales per agent.
  3. Efforts for Results : Amount of pooled results per agent.