Inside uContact you will find two types of users
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.
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.
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When you navigate to uContact you enter the Login screen of the Portal.
Here you will find the follow
User and Password fields
User profile combo box
Language combo box
Password recovery link
To enter simply fill in the fields with your username and password, select your profile, language and press Start
On the top right you can see a series of icons which have the functionality to notify the user about different events .
When the user unfolds the Inbound Campaign Status it shows
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 is shown on the next picture:
Located on the upper right corner, the user can see:
Clicking on the profile of the user, deploys a menu that lets him change some personal features as:
By clicking on Background or Break Background a new box is displayed to select the colors, it's the same for both options.
Clicking on the profile button, a modal will open with detailed information of de user.
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.
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.
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.
The agent has the option to change his password.
A window will appear in which he has to put:
When locked, the agent will not have access to any functionality.
To unlock the screen, the agent's password is needed.
The Agent can turn on/off the notifications sound.
In order to apply this change, the user must Log In again.
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.
It addresses in a new tab to a page where you can check the correct operation of WebRTC.