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 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.
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.
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:
Within we can assign different pause actions based on the agents needs.
and custom others
It is possible to delete the default breaks or create new ones.
It is possible to change from one type of break to another by hovering over the break logo, it will unfold by itself and then you can choose another type of break.
This feature lets the agent change break without being available in the middle and take the chance of interactions coming in.
These are the changes to warn the Agent that is in Break.
When the agent is in break, the button changes to the Play button and beats to warn that it is in break
The wallpaper will also change, by default, to gray (this color is modifiable).
And the uContact logo will get blurry
Forms allow to do CTI.
This means that when a call is answered a form appears that contains all the client data based on the callerid, parameters that are passed from the telephony and the logic of the form.
When the Agent gets into the system will see a button called "Dispositions" below of "Break" button in the Left side of the screen.
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.
If Agent got a disposition with only one level or level one and two, the graph will also take its maximum size.
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.
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.
Allows the agent to logoff from the system.
You will find the exit button in the following locations