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Agent

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Supervisor

Content

Table of Contents
maxLevel2

Introduction

There are two types of users inside uContact, those are:

  • Agent
    uContact Agent is a module for the 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 can be created and workflows can be set up along with forms and reports.

Since the uContact access interface is 100% web-based, the user must use some of the following features for entering the portal:

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

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

uContact Login

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

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Here you will find the following:

  • 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 click Login.

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

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

Notifications

Info

You can see two icons above the upper right margin of the main screen, these are the status of incoming campaigns and breaks. Then, if the user is notified about an event in different campaigns, the event icon will appear.

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Expand
titleSee notifications details

These are:

  • Inbound Campaign Status
    The agent can see a summary of the campaigns in the system and their evolution (similar to the one observed by the Supervisor).

  • Chat
    Shows the number of unread chats between users.

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

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

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

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

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

  • Gamification
    Shows the number of notifications from gamification.

  • Notifications
    Shows customized notifications. 

  • Break: Different break options that the user can choose.

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titleSee campaign status

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 in the next picture:

User Profile

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

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  • His username

  • Current state

  • Online time

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About the 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”, that icon will be shown

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titleUser 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

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Backgrounds

By clicking on Background or Break Background, a new box displays to select solid colors or textures, it is the same for both options.

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Tip

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

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titleDetailed profile

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

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Interactions

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.

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 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 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 number of calls or SMS and the time they were made.

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Note

  • Both tables (the timeline and the breaks) stock their data on the Agents’ PC. This implies that if the Agent makes a change of PC or cleans the 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, save its data on the server, therefore this data will remain on the Agent's account.

  • All data resets daily.

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titleProfile picture

It is possible to change the admin profile photo by clicking on the profile picture (it can be done by clicking it from the profile tab as well as the image located at the top of the screen).

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

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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 they have to put:

  • Their old password

  • Their new password, 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.

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tip
Note

It is important to remember to put the agent on pause or on a break before locking, otherwise, he can get calls that he cannot answer.

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titleSound Notifications

The Agent can turn on/off the notifications sound.

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In order to apply this change, the user must Log In again.
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titleCheck Connectivity
It will take
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By selecting this option the user

to another tab, where connectivity can be checked, microphone

will be redirected to a second site, in a new tab, here you can check its connectivity, microphone operation, webcam, network

, connectivity, and throughput

to which it is connected, Network connection and performance to confirm you are fit to work.

When

the user clicks on the Start button on top

you click start on the new open tab, the test will

begin, if one of

run and the categories

fails

that do not pass the test

it

will

appear

be shown in red.

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Expand
titleCheck STUN Connectivity
It addresses in
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This option redirects the user to a new tab

to a page where you can check

where it will be possible to verify the correct

operation

functioning of the STUN WebRTC, used by the softphone, through which incoming and outgoing calls are processed.

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This allows you to confirm whether the STUN server is properly configured for call operation.