Introduzione
All'interno di uContact troverai due tipologie di utenti
Agente
uContact Agent è un modulo per l'agente del call center e rappresenta una soluzione completa per l'integrazione con funzionalità relative all'acquisizione di dati, al monitoraggio degli stati e alle comunicazioni integrate con la piattaforma uContact.Supervisore
uContact Supervisor è il portale responsabile di tutta la gestione del sistema, attraverso il quale è possibile gestire e monitorare le campagne e dialer, vengono creati permessi di accesso per utenti e fornitori e vengono impostati i flussi di lavoro oltre che a moduli e report.
Sistemi operativi
Windows MacOS Ubuntu
Browsers Chrome Firefox
Login di Accesso uContact
Appena connesso al portale uContact, l’utente si ritroverà sulla schermata di accesso del portale.
Gli elementi che saranno presenti in questa pagina sono:
logo uContact
Campi utente e password
Casella scelta del profilo utente
Casella scelta della lingua
Pulsante di accesso
Link per il recupero della password
Versione software
Per entrare è sufficiente compilare i campi con nome utente e password, selezionare il profilo, la lingua e premere Login.
Di default la lingua del portale sarà la stessa del tuo browser
L’utente potrà effettuare il login anche premendo il tasto “Invio” sulla tastiera
Notifiche
In alto a destra sul portale saranno presenti una serie di icone che hanno la funzionalità di avvisare l'utente di diversi eventi.
Quando l'utente visualizza lo stato delle campagne Inbound, verranno mostrate le seguenti informazioni:
Campagna
Disponibilità
Service Level (SL)
Service Level 2 (SL2)
Tasso di abbandono
Attesa media
ACD
Wrap-Up (intervallo temporale dopo una chiamata in cui l’agente non può ricevere chiamate)
Quando l'utente riceve una chiamata in arrivo da una determinata campagna, il valore ACD diventerà 1 sulla campagna corrispondente.
The user will be notified for this, like is shown on the next picture:
Profilo Utente
Located on the upper right corner, the user can see:
His username
Current state
Online time
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 to select the colors, it's the same for both options.
It is recommended to have different colors for Main and Break to avoid confusion.
Clicking on the profile button, a modal will open with detailed information of de user.
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 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.
Both tables (the timeline and the breaks) stocks its data on the pc that the Agent is using, this implies that if the Agent makes a change of pc or cleans the caché 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 its data on the server, therefore this data will remain on the Agent's account.
All data resets daily.
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:
his old password
his new password two times
Save
When locked, the agent will not have access to any functionality.
To unlock the screen, the agent's password is needed.
It is important to remember to put the agent on pause or on a break before locking, otherwise he can get calls which he can not answer.
The Agent can turn on/off the notifications sound.
In order to apply this change, the user must Log In again.