All conversations delivered to you come together in the Agent: calls, emails, faxes, chats and voicemails. Here you log in, show whether you can accept conversations, and handle them until they are finished. Supervisors monitor their team in the same program.
The main window
- Title bar — on the left, icons for the phone system, server, wrap-up and activity; on the right, your name with your state.
- Ribbon — the commands for your work on the Actions tab, your personal settings on the Settings tab.
- Modules — Conversations, Agents, Tickets and the other modules. Clicking a module’s tab shows it.
- Workspace — this is where you work in the modules.
- Status bar — your state, the data of the current call and the counters for waiting conversations and logged-in agents.
The main window describes the layout of the window in detail.
What you see depends on your profile
Not every agent sees the same thing. Your agent profile in the Administration determines which modules and buttons appear, whether you can change the arrangement of the modules and which settings you may change yourself. If a function described in this chapter is missing, ask your administrator. All modules at a glance shows which permission belongs to which module.
Logging in and logging off
How to start the Agent and log in, what to do if login fails, how to manage your login data and how to log off again.
The main window
The Agent's title bar, ribbon, modules and status bar, how you customize the layout and where messages appear.
Controlling your availability
How you use wrap-up and activities to control whether you receive conversations, when you need permission for this and when myContactCenter changes your state by itself.
Accepting conversations
How the Agent offers you a new conversation, how you accept or reject it and how you set up the notification window, automatic acceptance and ringtones.
Calls
Which phone rings for a call, which buttons there are for calls and what the Agent shows during a call.
Emails and faxes
How emails and faxes reach you, how the Email/Fax module is laid out and how you handle several emails side by side.
Chats
How a chat from your website reaches you, how you write, use boilerplates, switch between several chats and pass on or end a chat.
Listening to voicemails and recordings
How a voicemail reaches you, how you listen to it in the Media player and mark it as processed, and how you play voicemails and recordings from the history later.
Multiple conversations
How many conversations you receive at the same time, how you switch between them and how you pick a waiting conversation from the list.
Finishing conversations
What happens after a conversation ends — classification and wrap-up — and how you record notes on a conversation.
Modules
Which modules the Agent has, what determines whether you see a module and how you customize the lists in the modules.
Settings
What you can adjust on the Settings tab — user interface, skills and languages, notification, ringtones, audio devices and volume — and where the Agent saves it.
Keyboard shortcuts
Which keyboard shortcuts you use to operate the Agent — even from other programs — and how you set them up.
Supervisor functions
What a supervisor can additionally do in the Agent — control agents and conversations, listen in, review emails, answer requests, send messages and run reports.