1 Supports
2 AGENT
3 Funcionalities
- 3.1 Chat
- 3.2 Pause
- 3.3 Break
- 3.4 Form
- 3.5 Exit
- 3.6 Notifications
- 3.7 Profile
  - 3.7.1 Detailed profile
  - 3.7.2 Password change
  - 3.7.3 Lock
- 3.8 Deploy
  - 3.8.1 SMS
  - 3.8.2 Phone
  - 3.8.3 History
  - 3.8.4 Search
  - 3.8.5 Favourites
- 3.9 Calls
  - 3.9.1 Taking calls
  - 3.9.2 Unanswered calls
  - 3.9.3 Ending calls
    - 3.9.3.1 WrapUp

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

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

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.

2. Agent v5