uContact Agent has a security control module to identify agents with a created profile allowing to have a strict control of the campaigns of each of the call centre agents.

uContact Agent login is the main page that lets you select the language and role (Agent in this case) in which the user will work and validate his credentials, entering the URL : https://IPSERVER

Once inside the agent portal we will find the following screen:

Inside the portal we can see the varied actions of the agent.

Allows to see every contact in the system, separated by online and offline users. A more specific contact search can be made by writing its username on the Search area. 

Interactions

The user can interact with the contact on many ways, such as start a call, add to the favourite section and transfer an attended or blind call.

The chat allows the exchange of messages with other agents, mainly used to report actions or events among users when they are talking.

To initiate a chat, the agent selects from his phone the agent with whom you want to chat. Selecting the icon of chat on the contact, the conversation will open and there the agent can see the history of chats, send a receive messages.

When a new event reaches the agent, a beep sound will be heard and a notification with the name of the agent and his profile photo will be seen.

The chat also includes a feature that allows you to send a message to all active agents by broadcast.

The chat is located in the tab Unified Inbox, which contains other communication channels.

See MultiChannel v6.

Group Chat

Broadcast

Agents can send a general message to EVERY online user in the portal. Just write the message on the Broadcast area and press enter to deliver it.

Allows to see the call log of the current session of the agent, if the call was incoming or outgoing, the called phone and the talked time.

Also, if a call was not answered or was rejected is indicated with a red colour.

Allows interaction making external calls. Among the features that will be allowed is the selection of the campaign which will call (in case you have more than one assigned outbound campaign).

Moreover you can initiate a call (green button) cut a call (button red), indicate the number to call (text box) or by typing the phone number buttons to which you wish to call. 

Other functionalities

• Attended Transfer: When the call is Attended transferred, the one who transfers the call gets in contact with the person that wants to be transferred to and if he accepts the call is transferred.

• Hold: Holds the call.

• Blind Transfer: When the call is Blind transferred, the call is transferred directly to the number dialed.

• Conference: To start a conference follow the next steps.

  • 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.

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

These are:

• Inbound Campaign Status: The agent can see a summary from the Campaign Summary that the Supervisor has access to.

• Chat: Shows the amount of unread chats between agents.

• WebChat: Shows the amount of unread chat of the agent.

• SMS: Shows the amount of unread sms of the agent.

• Twitter: Shows the amount of twitter notifications of the agent.

• Facebook: Shows the amount of facebook notifications of the agent.

• Email: Shows the amount of unread eMails of the agent.

• Gamification: Shows the amount of notifications from gamification.

• Notifications: Shows the customised notifications. 

When the agent 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 Agent has an incoming call from a certain campaign, the ACD value will turn 1 on the corresponding campaign.

The Agent will be notified for this, like is shown on the next picture:

• A green circle indicates that the agent is Online.

• A gray circle indicates that the agent is Paused.

• If the agent is on a break, for example "Launch", that icon will be shown

Clicking on the profile of the agent, 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.

Clicking on the profile button, a modal will open with detailed information of de agent.

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.

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.

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.

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

Interactions can be filtered by channel selecting its icon.

Agents can transfer interactions by clicking on this icon, a list with the appropriate channel campaign will unfold.

Agents can finish the interactions.

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 Mails search or SMS search (By default Mails). 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.

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.

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.