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Call Center Agents Quick Reference Guide (v1.2)

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76 views

Call Center Agents Quick Reference Guide (v1.2)

Uploaded by

T M
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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CONTACT+ AGENT CONSOLE QUICK REFERENCE GUIDE

Steps
Dialer
Enter below mentioned URLs in tabs before login.
5B

After clicking on Dialer from left pane, a Dialer window appears


1. https://api.{Company}-contactplus.com on right side of the page.
2. https://{CompanyName}-contactplus.com:8089/ws
• Use cursor to dial number
3. https://agent.{Company}-contactplus.com
and click on button
3B Agent Login to place a call.
• Click to Terminate
the ongoing call.

• Click to Hold the


ongoing call.

• Press to Mute the


ongoing call

• Click to Transfer the


ongoing call to another
agent or number.

• Click to initiate the Conference call.

3B Call Center Interface


Settings
Click on Settings from left pane, an account settings window
appears on right side of the page.

• Click on enable or
disable button to
view or hide Queue
Statistics.
• Click on enable or
disable button to
view or hide Agent
Statistics.
• Click on enable or
disable button to
view or hide Call
After login-in with login credentials, the following elements are Detailed Reports.
available from the Call Center interface on the left pane:
• Click on enable or
▪ Dialer – Click to dial from webRTC dialer disable button to view or hide Last 5 calls history.
• You can change Refresh Interval in seconds.
▪ Settings – Click to change account settings
Register
▪ Register –
7B

Click to register agent extension


• By clicking on Register button from left pane, agent
▪ Unregister – Click to unregister agent ext. extension will be registered.
▪ Queue Login – Click to login to the queue • Agent can be able to make calls now.
• Agent status will turn to online.
▪ Queue Logout – Click to logout from the queue

▪ Ready – Click to receive incoming calls 8B Unregister


• By clicking on Unregister button from left pane,
▪ Not Ready – Click to take a break
agent extension will be unregistered.
▪ Work Code – Click to define call type • Agent can’t be able to receive calls while unregistered.
• Agent status will turn to offline.
▪ Forms – Click to fill customer form
▪ Chat – Click to chat with other agents

©2021 Telecard, LLC®


CALL CENTER

Work Codes
Queue Login
•
11B

Agent can choose call disposition while on a call by clicking


• By clicking on Queue Login button from left pane,
on Work Code button from left pane, a popup will
agent would login to the preconfigured queue. For
appear.
Example, English, Urdu, Technical support, Sales etc.
• Agent can be able to receive incoming calls if the call is
being land on the queue in which agent is logged in.
• Queue status will turn to logged in.

Queue Logout
• By clicking on Queue Logout button from left pane,
agent would be logged out from the queue.
• Agent would not be able to receive incoming calls which
will land on the queue.
• Queue status will turn to not logged in.
.

13B Ready

• If the agent is on break i.e. Not Ready, agent can turn


his/her status to ready by clicking on Ready button from
left pane. • Click submit after selecting the call disposition.
• Agent is now ready to take incoming calls.
• Agent status will turn to ready.

14B Not Ready


• By clicking on Not Ready button from left pane, a
popup will appear.

Forms

• Forms can be automatically popup after receiving of


placing a call.
• Agent can take a break after specify a reason for break.
• Or, by clicking forms from left pane.

Chat

• Forms can be automatically popup after receiving of


placing a call.
• By clicking chat from left pane, agent can chat (instant
messaging) with another agent personally.

• Agent will be asked to select the reason for break.


• Breaks time and reason will reflect in the agent SLA
reports. Note: Depending on the subscription, not all the modules will
• Agent status will turn to not ready. be applicable.

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