Supports

AGENT

uContact Agent is a module for the call center agent as the total solution for integration with features relating to data capture, monitoring by states and integrated communications with the uContact plataform.

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 center 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

Open

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

Open

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

Funcionalities

Chat

Located in the center of the screen, the chat allows the exchange of short messages with other agents, mainly used to report actions or events among users when they are talking. The operating mode of this module is based on selecting the agent with whom you want to chat, when a new event reaches the agent a beep sound will be heard and a badge inside of the name of the agent.

The chat also includes a feature that allows you to upload and send a file to another agent, or to send a message to all active agents by broadcast.

Pause

Located on the left margin of the screen, allows to pause or unpause the agent, Integra icon turns gray when the agent is paused (not being able to receive incoming calls from his assigned campaigns).

^{While the agent is paused, a timer starts counting indicating the time duration of the state as shown in the image starts.}

^{Another way to notice the pause state is by the uContact logo that turns "blurry".}

^{To exit the pause state , just click on the resume button.}

Break

Within we can assign different pause actions based on the agents needs.

• Lunch.

• Bathroom.

• Personal.

• Training.

• Meeting

• Data

• and custom others

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

Form

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.

Exit

Allows the agent to logoff from the system.

Notifications

^{Notice: This funcionality is not available yet. It will realised in future versions of the system.}

^{On the top right you can see a series of icons which have the functionality to notify the agent about different events .}

These are:

• Waiting calls: Shows the amount of waiting calls of the agent.

• 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.

Profile

^{Located on the upper right corner, the agent can see his user name, current state and online time.}

About the agent state:

• 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 the background color of the screen, enter the agent profile , change his password, or lock his screen.

Detailed profile

^{Clicking on the profile button , a tab will open in the center of the screen.}

Interactions

Inside this tab, 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 or sms of the agent (whether incoming or outgoing ).}

If the mouse is placed above the chart, a picture appears containing the amount of calls or sms and the time they where made.

Important:

• 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 interaccions of the Agente and the chart saves its data on the server, therefore this data will remain on the Agent's account.

• All data resets daily.

Profile picture

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 choose a default picture as well as uploading a personal image.

Password change

The agent has the option to change his password.

A window will appear in which he has to put his old password and his new password in order to change it.

Lock

When locked, the agent will not have access to any funcionality. To unlock the screen, the agent's password is needed.

It is important to rembember to put the agent on pause or on a break before locking, otherwise he can get calls which he can not answer.

Deploy

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

SMS

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

Phone

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 funcionalities are: Attended Transfer, Hold, Mute and Blind Transfer.

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

About the Blind Transfer: When the call is Blind transfered, the call is transfered directly to the number dialed.

History

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 cross.

^{When clicking on the phone number, it redirects itself leaving ready to dial.}

Search

Allows to see the contacts of the system, with the possibility call directly, to transfer a call, answered or blind, add to favourites, start a chat or see the agent's information.

Favourites

List of agents added to favourite.

Calls

When the agent has an incomming 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.

Taking calls

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 call can be rejected by clicking on the cross to close the notification or using the hang up button of 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 attended the call, on the top side of the screen whill shope the transcurred time of the call.

Unanswered calls

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

^{Note : The time that the agent has to answer the call is set to the campaign in which the agent is.}

^{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.}

Ending calls

^{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.

WrapUp

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

^{The WrapUp is a time interval in which the agent can not receive any calls. T}

^{he time can be seen in the top right of the screen as shown in the image.}

^{Note : WrapUp time is set to the campaign in which the agent is.}