Agent view

Agent view displays the information concerning the agent and the menu displays the agent available actions:

AgentView_.png

Note: To know more about the OnePortal header, click here.

 The agent view is divided in:

 

On the agent's view menu you can perform the following actions:

 

Manage vacations days

On Vacations, the agent can create vacations requests, check the status of previous requests or check your vacations days used and available as well:

Vacations.png

 

To create a vacation request:

  1. Click on CREATE to open the Create vacation pop-up window:
    Vacations_create.png
  2. Click on Vacations_create_calendar.png on the From field to select the desired vacation's start date.
  3. Click on Vacations_create_calendar.png on the To field to select the desired vacation's end date.
  4. Click on CREATE to save changes and close the pop-up window.
    Note: Vacation requests are displayed with the Pending status waiting for approval or rejection from supervision.

 

Vacation requests status

The status of vacations requests are the following:

  • Vacations_create_pending.png - Pending: Supervision has yet to approve or reject your request.
  • Vacations_create_accept.png - Approved: Your request was approved.
  • Vacations_create_reject.png - Rejected: Your request was rejected.
    Note: The supervisor responsible for your request approval or rejection is displayed on the column Approved by.

 

More operations:

  • Remove vacations requests: Select the desired dates (on pending status) and click DELETE.
  • Clean the vacations requests list: Click CLEAR REJECTED to remove the rejected vacations requests from the list.

 

 Vacation days table

On the vacation days table you have the following information:

  • Aggregate Total: Vacations days aggregating the total vacation days plus extra vacation days.
  • Total: Vacation days yearly available.
  • Approved: Days approved for vacation.
  • Pending: Days waiting approval/rejection by supervisor/administrator.
  • Available: Days available for requesting vacation days (the total days minus the approved and pending).

 

Vacation types

There are three type of vacations:

  • Normal Vacations: The yearly applied days for vacation.
  • Extra Vacations: Days beyond the the normal vacations that are given by supervision or administration.
  • Automatic Vacations: Days (from the normal vacation days) that don't require approval upon request.

 

Manage messages

On Messages, the agent can manage all communication addressed to him or by him. The Messages pop-up window has three tabs:

 

New

Messages_new.png

On the New tab you can write a message to send to supervisors from the contacts list. You have the following fields:

  • To: Select whom the message is sent to, from the drop-down box. 
  • Subject: Insert the message title.
  • Message: Insert the message you want to send.
  • Send: Click SEND to send the message to the designated destination.

 

Received

Messages_home.png

On the Received tab you can check the received messages. Selecting a message displays the message preview on the bottom of the pop-up window and allows the following actions:

  • Open: Open the full message on the pop-up window.
  • Reply: Allows replying to the message.
  • Delete: Delete the message.
  • Filter: Select a start date and an end date to see only the messages from the designated time window.

 

Sent

Messages_sent.png

On the Sent tab you can check the messages you sent. Selecting a message displays the message preview on the bottom of the pop-up window and allows the following actions:

  • Open: Open the full message on the pop-up window.
  • Delete: Delete the message.
  • Filter: Select a start date and an end date to see only the messages from the designated time window.

 

 

Manage trades

To make a trade, the agent must create a trade request in the trade requests area, and then wait for another agent to propose a trade. Analyze what the other agent is offering and accept or reject the proposed change. Afterwards, if accepted by the agents, the trade can be rejected by a supervisor during the defined rejection period (defined as the "Maximum Days for Supervisor Rejection" rule in the Business Rules in the OneBackoffice module). If no supervisor rejects the trade, it will be automatically approved.

Note: In the toolbar, when there are new notifications pending, a counter Trades_icon.png appears near the Trade button. 

The Trades pop-up window has three tabs:

 

My Pending Trades

Trades_home.png

On the My Pending Trades tab, the agent sees his active pending trades as well as the possible matches and match tries for each pending request. On the My Pending Trades you have the following columns:

  • Type: The icon indicates what type of trade is proposed:
    • Trades_shift.png Shift trade (same day with other schedule).
    • Trades_day.png Day trade (different day).
  • Matches: Indicates how many possible trade matches or match tries made by other agents exist for this pending request.
  • Offers: Indicates how many offers made by other agents exist for this pending request.
  • Day For Trade: The day whose schedule is being put into trade.
  • Advertise: Makes the pending trade request visible to others in the Available Trades tab.
  • Info: The icon displays the schedule that is being traded.
  • Comment: A  note that is written by the agent to add extra information about the request.

 

On My Pending Trades you have available the following actions:

  • New: Allows to create a new trade request:
    Trades_new.png
    • On the new trade pop-up window:
      • Select the date, from the calendar, of the desired day.
      • Select the trade type, from the drop-down menu:
        • Day Trade
        • Shift Trade
      • Insert the trade request motive.
      • Click ADD to apply changes and proceed.
  • Delete: Delete the selected trade request.
  • Conceal: Remove the selected trade request from the Available Trades tab.

 

 

Available Trades

AgentView_TradesList.png

On the Available Trades tab, the agent sees the trades proposed by other agents. If the agents wants to propose a trade for an available trade:

  • Select the desired available trade.
  • Click on SEND. A pop-up appears:
    AgentView_TradesList_send.png
    • On the pop-up window:
      • Select the schedule to propose a trade for, on the calendar.
      • Click on SEND to proceed.

 

 

Trade History

Trades_history.png

On the Trade History tab, the agent sees the list of trades made.

 

 

Manage schedule constraints

The agent can request a schedule constraint for a specific day. The request must be approved by one of the agent's supervisors in order to be taken into account when the plan for the month that contains the constraint is generated.

Schedule_Constraints.png

On the schedule constraints table you have the following columns:

  • Date: The date to which the constraint applies.
  • Type: 
    • Constraint: Indicates that it's a schedule constraint within the day.
    • Leave: Indicates that it's a day constraint (leave). 
  • Start Working After: For the constraint type, indicates the minimum hour in the day where the agent can work. In other words, the agent doesn't want to enter work before this hour.
  • Work at Most Until: For the constraint type, indicates the maximum hour in the day where the agent can work. In other words, the agent doesn't want to leave work after this hour.
  • Status: The status of the request:
    • Pending
    • Approved
    • Rejected
  • Approved by: The name of the user that approved the request.
  • Date Approved/Rejected: The date of the approval/rejection.
  • Description: The icon indicates the description (reason) for the constraint request.

 

New Constraint

Click on the New to open the new constraint pop-up window:

Schedule_Constraint_new.png

On the pop-up window:

  • Select the date, from the calendar.
  • For the constraint type, indicate the minimum hour in the day where the agent can work.
  • For the constraint type, indicates the maximum hour in the day where the agent can work.
  • Insert a description (reason) for the constraint request.
  • Click CREATE to apply changes and proceed.

 

Calendar

In the Calendar, the agent sees its schedule for the selected period, as well as its alarms, vacations, absences and shift exchange requests.

Note: The Calendar view can be swapped by the KPIs view, by clicking on the KPIS button.

AgentView_Home.png

The Calendar displays the agent's schedule data by month, by week or by day, according to what is selected on the Calendar View Type buttons, on the top-left side of the screen.

The displayed information, on the Calendar, is:

  • Scheduled work:
    • Completed
    • Arrived late
    • Missed
  • Vacations:
    • Pending
    • Rejected
    • Approved
  • Trade requests:
    • Pending
    • Rejected
    • Approved
  • Absences
Note: Hovering a scheduled work, displays the service the agent is assigned to and the start and end time.

 

KPIs

AgentView_KPIs.png

The chart will display the ranges defined in the Range Selector. The available KPIs are:

  • Offered - The number of interactions offered to the agent.
  • Answered - The number of interactions answered by the agent. 
  • Abandon - The number of interactions abandoned by the agent.
  • Rejected - The number of interactions rejected by the agent.
  • Average Speed of Answer - The average time that an interaction waits until being answered.
  • Average Service Time - The average service time (alerting time + connected time + wrapup time) of the interactions.
  • Average Setup Time Connected Calls - The average handling time (preview time + alerting time + available time) for Connect calls
  • Average Setup Time to Failed Calls - The average handling time (preview time + alerting time + available time) for Failed calls.
  • Average Setup Time to Business Outcome Call - The average handling time (preview time + alerting time + available time) for Business Outcome calls.
  • Average Talk Time - Average time of the interactions.
  • Average Wrap-Up Time - The average time the agent takes to wrapping up the interaction.
  • Average Handling Time RBOPC - The average handling time (busy time + wrap up time) for Right Business Outcome Party Connected calls.
  • Average Handling Time RPC - The average handling time (busy time + wrap up time) for Right Party Connected calls.
  • Average Handling Time WPC - The average handling time (busy time + wrap up time) for Wrong Party Connected calls.
  • Average Handling Time WBOPC - The average handling time (busy time + wrap up time) for Wrong Business Outcome Party Connected calls.
  • Conversion Rate - The Conversion Rate is calculated by dividing the number of RBOPC calls by the number of RPC calls.
  • Dial Rate - The Dial Rate can be calculated by dividing the number the RPC calls by the total number of interactions.
  • Failed Calls - The number of Failed Calls.
  • Productivity -  The number of success interactions.
  • Productivity Secondary - The number of success interactions with successful party connect.
  • Right Business Outcome Party Connect - The number of calls Connected to the
    Right Party and with a successful Business Outcome.
  • Right Party Connect - The number of calls Connected to the Right Party.
  • Score - KPI to evaluate agent performance.
  • Wrong Party Connect - The number of calls Connected to the Wrong Party.
  • Wrong Business Outcome Party Connect - The number of calls Connected to the Right Party and with a failure Business Outcome.