Profiles

Owned by Daniel Olivera (Unlicensed)
Last updated: Sept 18, 2023 by Carina Soca
7 min read

Agent

Supervisor

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
Windows MacOS Ubuntu

Browsers
Chrome Firefox Edge

uContact Login

 

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

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

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.

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.

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:

  • His username

  • Current state

  • Online time

  • 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

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 Settings

  • Devices Configuration

  • Check Connectivity

  • Check STUN Connectivity

  • Log out

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.

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

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.

To create a new avatar, press on 'Create avatar' and the editor window will be displayed.