Supports

Introduction

The access to the uContact Portal https://IPSERVERBBDD where IPSERVERBBDD is the IP address where is located Integra Server (usually database server) or domain name of the cloud.

You reach the initial screen of the Login of uContact portal. 

Open

To access into the system, enter the user name and password, then push "enter" or "click" in the key to access (select the required language).

In the first entry to the portal the username "Admin" and password "Admin" could be changed, which is strongly recommended. The role can be Administrator o Supervisor.

The first screen presented is in the portal are the specific groups that the user belongs.

Open

Licensing information

On the lower right corner we find a key. This view is to provide licensing information available on the system. If the number of agents exceeds the limit, or the license expires, the system will begin to be unstable and will be impossible to use.

Administrator

Breaks

On the top of the screen we can see an icon of a cup as shown in the image.

This option allows to put the Admin on break. This means that he will not get any calls, only direct calls.

When the Admin is on break, a timer starts counting indicating the time he is on pause. Besides the state icon changes to the type of break chosen.

To exit the break just press the Play button.

Types of breaks:

Chat

This function allows the admin to chat between the agents.

To enter the chat, press the chat button located in the top right corner of the screen. When a message is recieved, it will be notified in the chat icon with the quantity of unread messages.

When entering the chat, a tab will open on the center of the screen. The screen shows the agents to which the Admin is chatting to, and the recieved messages.

The chat has the option to search by username, send files and make a broadcast, this allows to send a message to all the agents.

To close a chat place the mouse pointer above a user and press the cross.

Shortcuts

The administrator has the possibility to create shortcuts to any module of the system.

To create a shortcut the admin has to put the mouse over the desired module and drag it to the upper side of the portal were they will be situated.

To delete a shortcut you must drag a previously created shortcut from the top of the screen to the delete button that will appear in red as shown in the image.

Profile

To be able to visualize the administrators profile, you must click above the agents ame where a menu with multiple actions will appear.

When clicking "Profile" the administrators profile window will appear.

Interactions

Inside of the tab, the agent can see his own progress, to see the inbound and outbound calls, as well as sms, mails social web interactions like Twitter or Facebook and webchat of the day.

Times

The administrator can aloso see his time logged in, total breaks time, spoken time and free time.

The free time is the time that the agent was logged in without being on a break or making a call. It is calcluated by the next fórmula:  Free Time = Logged in - Spoken - Break + SpokenOnBreak

Charts and Tables

Besides it has the possibility to see a timeline detailing his activities, a table that shows each break time that he made and a chart of the day by hour.

The chart is grouped by hour and shows the amount of calls or sms of the administrator (inboun or outbound).

If the mouse pointer is over the chart you can see the amount of calls or sms and the time they where made.

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.