uContact Agent dispone di un modulo di controllo della sicurezza per identificare gli agenti che consente di avere un controllo rigoroso delle campagne di ciascuno degli agenti del call center.

uContact Agent login è la pagina principale che permette di selezionare la lingua e il ruolo (Agent in questo caso) in cui l'utente inserirà le proprie credenziali.

Una volta effettuato il login l’agente visualizzerà la seguente schermata:

All’interno del portale è possibile visualizzare varie azioni che l’agente può compiere.

Permette di vedere tutti i contatti nel sistema, separati dagli utenti online e offline. Una ricerca più specifica del contatto può essere effettuata scrivendo il suo nome utente nell'area di ricerca

Interazioni

L'utente può interagire con il contatto in molti modi, come per esempio avviando una chiamata, aggiungendo un contatto alla sezione dei preferiti e trasferendo una chiamata assistita o cieca.

La chat consente lo scambio di messaggi con altri agenti, viene utilizzata principalmente per segnalare azioni o eventi tra gli utenti mentre stanno parlando.

Per avviare una chat, l'agente selezionerà dal proprio telefono il contatto con cui si desidera chattare. Selezionando l'icona della chat sul contatto, si aprirà la conversazione e lì l'agente potrà vedere la cronologia delle chat e inviare e ricevere messaggi.

Quando una nuova notifica arriva all'agente, verrà emesso un segnale acustico e verrà visualizzata una notifica con il nome dell'agente e la sua foto del profilo.

La chat include anche una funzionalità che consente di inviare un messaggio a tutti gli agenti attivi tramite broadcast.

La chat si trova nella scheda Posta in arrivo unificata, che contiene altri canali di comunicazione.

Guarda MultiChannel v6.

Chat di gruppo

Broadcast

L’agente può inviare un messaggio ad ogni utente online sul portale. Basterà scrivere il messaggio nell’area Broadcast e premere invio per inviarlo.

Consente di vedere il registro delle chiamate della sessione corrente dell'agente, se la chiamata era in entrata o in uscita, il numero di telefono e l'ora della chiamata.

Inoltre, se una chiamata non ha ricevuto risposta o è stata rifiutata verrà indicata con un colore rosso.

L’agente potrà effettuare delle chiamate outbound con la possibilità di preselezionare per quale campagna chiamerà

Inoltre potrai iniziare una chiamata cliccando sul tasto verde, chiudere la chiamata con il tasto rosso, indicare il numero da chiamare o comporre un numero cliccando sui numeri presenti a schermo.

Other functionalities

• Trasferimento assistito: l’agente potrà trasferire la chiamata su un altro agente

• Attesa: mettere in attesa una chiamata

• Trasferimento cieco: in questo caso la chiamata verrà trasferita direttamente al numero composto, senza bisogno che venga accettata

• Conference: per avviare una chiamata di gruppo sarà necessario svolgere i seguenti passaggi

  • If the agent is on an active call:

    • 1. Press the conference button

    • 2. The person at the other end of the phone will be transferred to the conference Room created and will be waiting for the speaker to arrive

    • 3. The speaker can add more people to the conference Room by calling them. This can be done as many times as wanted

    • 4. For the speaker to get in the conference Room, just click on the conference button and the conference will start.

  • If the agent is not on an active call:

    • 1. Press the conference button

    • 2. A conference Room will be created 

    • 3. the speaker, who started the conference, can add more poeple by calling them. This can be done as many times as wanted

    • 4. For the speaker to get in the conference Room, just click on the conference button and the conference will start.

• Mute: Put the Agent microphone in mute.

• Video: Allow the video in the call, having the chance to video call a client.

List of agents added to favourite.

Park

When the agent has an active call and presses on Park, this function will hang up the agent call so new calls can be done, but will leave the client waiting.

When it's time to continue with the call, just press on the green phone button.

Allows sending text messages to cell phones, indicating the number to which you want to send, the campaign and the text to send.

Users can save contacts in the phone book, search for a contact by their username, start a call, transfer blind and attended calls and delete the contact from the user's personal phone book.

In order to save contacts, the user must click on the button "+", situated on the right top corner, and it will unfold the following:

Name and number of the contact must be detailed. To finish the process click on the green button.

It's possible to show the tab on the right side by clicking the expand button which is located in the upper right corner or using the display button located in the right side of the screen.

When the agent has an incoming call, he will be notified with a sound alert as well as a pop up outside the browser, or at the deploy button on the top right corner as shown in the picture

On an incoming call, at the left margin an icon appears that the agent can use to take the call.

The call can also be taken by clicking the pop up as well as deploying the right margin and using the phone.

The system also has AutoAnswer if this is defined to automatically answer the call beep sound will be heard by the Agent to know that you have a call in progress.

Once the call was attended, on the top side of the screen a timer will appear, showing the time that passed with the call being active.

In case that the agent does not take the call , it will be referred to the next available agent.

The system also has AutoAnswer. If it is defined, when taking a call, a beep sound can be heard by the agent to know that he has a call in progress.

To end a call, the agent can click on the Cut button located on the left margin or from the agent's phone .

When a call ended by part of the agents or by client we will listen a double beep that indicates us that the call is finished.

When the call ends, the agent will be on the Wrap-Up state. This is to have a controlled time to end the appropriate management.

The time can be seen in the top right of the screen as shown in the image.

Each interaction will look like the following, having its channel icon and its details.

Interactions can be filtered by channel selecting its icon.

Transfer Interaction
The Agent may transfer the interaction to other agents or to other campaigns

• Pressing on Transfer will display a list of agents from the same campaign, arranged alphabetically, online and offline.

• Below will be listed all the campaigns to which the interaction can be transferred, including those that have bots.

Pin Interaction
By clicking on the pin, the agent will be able to maintain interactions at the top of the inbox.

Close Interaction
The Agent may end the interaction.

• If the campaign to which the interaction belongs has classifications, when closing it, the classifications modal will be displayed.

Through this button the agent can access the search for interactions.

To access them, it must be fulfilled that: They belong to an active campaign, the agent must be the one who attended the interaction, it must be finalized and be in a range of one month.

By default, all completed interactions will be brought.

In the upper section we will find the Interaction Finder, it will look for matches in the destination mail box or the mails subject.

The same for SMS, the system will search for matches of destination numbers. 

To perform the search, the user can press the Enter key or click on the magnifying glass icon.

It allows to close the search engine of interactions and return to the unified inbox.

Allows you to change between Emails search SMS search or Messenger search (By default Emails). pressing it will display a modal like the following:

Allows you to search between results if you have more than 10 interactions that match the search criteria.

If the agent is in an active game, you can open the tab Gamification, otherwise the portal will show the following:

In case the agent is in a active game, will show the following:

• Lunch.

• Bathroom.

• Personal.

• Training.

• Meeting

• Data

• Manual Dialing

• and custom others

It is possible to delete the default breaks or create new ones.

1. When the agent is in break, the button changes to the Play button and beats to warn that it is in break

2. The wallpaper will also change, by default, to gray (this color is modifiable).

3. And the uContact logo will get blurry

If Agent clicks on that button a new tab is opened and the Agent is able to close it if he wants to:

In the screen as default are shown all the dispositions made by the Agent in all the assigned campaigns, in the table all the dispositions that are equal in their three levels will be grouped, and by the right side will see a graphic that shows the percentage of all dispositions made and they are separated in the three levels (Center-Level1; Middle-Level2; Outside-Level3). In the downside will see the total number of dispositions.

Campaigns

Here the Agent is able to select the campaign where the dispositions come and only will select the campaigns assigned to him. If nothing selected, system shows the dispositions from all campaigns assigned to Agent.

Dispositions

Time Range

Here if the Agent clicks on the clock icon will filter the dispositions by a time range.

If nothing selected, system shows all dispositions made in the day from 00:00 hs to 23:59 hs.

You will find the exit button in the following locations