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Users: Contact Center Agent

A series for the people who answer calls for a team queue, and for their supervisor. It shows the agent dashboard in the web app, queue and campaign calls, and the supervisor panel.

4 videos · about 3 minutes.

The videos use fictitious demo data: the company "Acme Dental" and its users.

1. Your Agent Dashboard

53 s

What the video covers:

  • Opening it: the headset icon (Callcenter) in the left menu opens the Agent Dashboard.
  • Queues: the queues you belong to, with the callers waiting (Waiting) and how many agents are logged in (Logged).
  • Logged In: switch it off to stop receiving a queue's calls, and on again to get them. Login All and Logout All do every queue at once.
  • Your state: shown at the top, under Callcenter. Available means calls can reach you; hover it and pick a break state, such as Lunch, and the queue stops sending you calls until you are back to Available.
  • Agent Stats and Call History show how your day is going.

2. Taking Queue Calls

39 s

What the video covers:

  • A queue call rings like any other call, with the queue's name and how long the caller has waited. Call Information shows the details.
  • Answer it, and talk with your customer.
  • When the call ends, rate how it went (How it was?) and confirm.
  • Calls from customers also ask for a disposition, to record how they ended: see the next video.
  • The call then shows in your Call History and in your Agent Stats.

3. Campaign Calls

43 s

What the video covers:

  • In a campaign, the dialer calls your customers and connects them to you. The call shows up like an incoming call; its details show the Campaign name.
  • Answer, and the customer is already on the line.
  • Disposition: when the call ends, record how it went (Set Disposition) and confirm. Your team uses dispositions to follow up and to report.
  • Outbound: the switch on a queue's row picks the queue used for the calls you make yourself.

4. The Supervisor Panel

47 s

What the video covers:

  • Opening it: supervisors pick Supervisor under Callcenter: the Contact Center Supervisor panel, with the tabs Dashboard, Queues, Agents, Agents performance and Agents cards.
  • Live calls: open a queue in full view (Maximize queue view) to see its Active Calls, the calls waiting, and its agents.
  • Helping an agent: Spy listens in, Coach lets you talk to your agent only, and Barge joins the call. With Spy, your phone rings to listen in; the customer and the agent don't hear you.