Supervisor CRM

Assignments

The Assignments option inside the Supervisor user allows us to assign agents to clients.

To make the assignation the user must search for the clients that are going to be assigned to an agent. This search can be made by applying different filters:

• Document

• Name

• Telephone

• Gender

• Address

• City

• Location

• Assigned (represents the agent that is assigned to the clients)

• Age

• Base (represents the database name from which was loaded)

In order to complete the search process, the user must select a filter from the combo and a condition (equal, contains, different), write the value in the "Filter's Text" and then press the "+" button. As many filters as the user wants can be added, each of them connected with an "and", meaning the search will throw a result according all the filters are met.
When the user finishes adding filters, press on the magnifying glass to make the search.

Apart from the custom filters, the user can search by Type of Registries (Total, Not Assigned, Assigned), as well as bringing a maximum quantity of registries.

To assign the filtered clients, the agents must be selected from the left table and then press the Assign button. This way all the searched clients end up assigned to the selected agents, in a proportional and random way. Meaning, if there are 100 clients and 5 selected agents, each of them is going to have 20 clients.

There must be the same amount of clients or more assigned to the agents. For example, 5 different clients can not be assigned to 6 different agents, but It is possible to assign 5 different clients to 2 different agents.

Open

 Schedule

This section, logged in as a Supervisor user, displays the events scheduled by all the agents.

The supervisor can modify the event by selecting the date in the calendar and clicking the event, information about it will appear. He will be able to modify all the information, including the agent assigned and the scheduled date/time.

Open

 Parameters

The supervisor can create, delete or modify the scripts and results, modify the notification period, modify the location labels and load clients information from a csv file.

Speech: Text that is used as a help for the agent. It must be assigned to a campaign.

Notification: Assign the amount of days for the notifications.

The notifications table will show the events which date is before today minus the amount of days selected.

Results: This ones are going to be seen by the agent in the CRM to tipify the management/call with the client. The results are associated to a campaign where the number 1 is mandatory.

For each result, having 1, 2 or 3 levels, an action can be selected to be made in case of being picked by the agent, and in case it contains a dialer:

• Respool: The contact goes to the end of the list in order for it to be contacted again later, using the same telephone used before.

• Alternative Respool: Same as Respool but using the alternative telephone registered.

• No Respool

The user can schedule calls, meaning, the agent will have the possibility to select a date/time to call the client again, in case of containing a dialer. If the Enable Scheduler is checked then action can not be selected and vice versa.

For the results of the agents that are assigned to a game in Gamification, a measure must be associated to every possible result.

Locations: This option saves the text that is going to appear on the country, city and location CRM labels. The reason behind this, is that each country uses different definitions for this labels. Example: Country, State, City, or Country, Department, Location, etc.

Load Base: Uploads the clients database. The document must the following format:

Basecsv

As it can be seen in the table, it shows all the data bases uploaded with the supervisor's data that uploaded it, the file name csv used, the specified date and the number of registries uploaded.

Statistics

In this tab, the clients management statistics are shown from all the agents.

The first graphic represents the percentages of the results from the CRM managements. 
The other one, represents the percentages of the clients that were managed and not managed on the CRM.

The button located on the top right corner updates the graphics, which do not update in real time.

Agent CRM

Info

In this tab the Agent is going to find all the information from the clients that are registered on the system, new clients can be added and the existing ones can have their information edited.

When the agent has a connected call (being outcoming manually, through dialer or incoming), if the client is registered in the CRM system database, the following form pops up with the information of the client that is interacting with the agent. 
This method simplifies the interaction between agent-client, the agent can modify or add information faster, giving a more efficient service.
If the client is not registered in the system, the form will appear empty so the agent can start completing it and register him/her.

Apart from the clients information, in this tab is where the classification of the call that is being managed, is made. For this, in the panel under the Management title, the campaign through which the agent is working can be selected (in case this one was not selected automatically), and depending on that, the corresponding results will be displayed. Next, a result must be selected for that management, if a schedule is available for that result, the user can select a date/time to contact again, an alternative telephone to call another number and depending if the "To Me" is checked or not, means that the contact will be contacted again through a dialer or will stay on the agent's own schedule (the user can see it in the Schedule tab for the selected date/time).

The panel list below, contains all the managements done to this client with its information.

On the right, all the existing schedules for the agent are shown. The option of taking out each notification is available, just press the Delete column on each line.

Search

The agent can find the clients using different filters (Document, Name, Phone) and manage them by clicking on the Manage button that takes the agent to the Info tab with the selected client information.

By default on the list will appear the clients that are already assigned to the agent. The different filters will run for those assigned clients or for all clients, depending on the checkbox.

Schedule

Inside the Schedule tab, the agent can visualize his/her own events in the calendar, add more events and manage them.

Statistics

In this tab, the clients management statistics made by the agent are shown.

The first graphic represents the percentages of the results from the CRM managements. 
The other one, represents the percentages of the clients that were managed and not managed on the CRM.

The button located on the top right corner updates the graphics, which do not update in real time.