OneContact Agent's main screen appears after you log in to offer four main areas with different functions:
1 - Main toolbar
Holds agent's name and drop-down menu:
Supervisor help button, Messages button and microphone and speakers volume:
2 - Sidebar
Holds the readiness state:
Holds the dial options:
- Press to start a new audio interaction.
- Press to start a new video interaction.
- Press to blind transfer while on a call.
- Press to join a conference (available only if the feature is activated).
- Press to start a new email.
When on a call you can Hangup or place the interaction on Hold.
When an interaction is on hold, you can transfer it, alternate between calls or hold a conference between the three parties.
Interactions can provide additional information, as an extension of the interaction tab.
If changes are made to an editable field, changes must be saved using the Save button.
Otherwise you will receive the following pop-up message:
You can assign a service/campaign and define a business outcome.
The expanded Shelf & Queue tab shows the Private Shelf, the Public Shelf and the Queue.
Each tab shows the shelved/queued items. Each line has an icon indicating the media type, from address, service and shelf comment. Hovering the mouse over each of the lines shows the available operations: enqueue, pickup and properties.
Private Shelves with the icon, have additional information.
Pressing the button will expand the interaction:
Clicking each icon picks up the next interaction: data, social, instant message, email or voice.
On Queue, instead of comment search field, you have a subject search field:
On the Subject search field:
- Insert the desired subject.
- Click to search by search.
A shortcut operation, pickup next automatically picks up the next interaction on queue – this enables you to handle multiple interactions (e-mail or IMs) simultaneously, on a manually controlled way. The icon menu allows to specify the media type of the next interaction to be picked up.
Note: The agent is required to be set as ready and to have Max Simultaneous Interactions higher than 1 for pickup next to work.
The performance tab displays a list of up to 3 first Key Performance Indicators.
In the example below, your supervisor has created and associated to you the KPIs Service Talk Time, overlapped and Agent_time.
The numeric intervals and their colors are defined at the time of creation.
Click here to learn more about how to manage KPI's.
3- Main window
Space available to display important information to the agent, for example a campaign script.
4- Status bar.
Runs across the bottom of the window. Shows the server and telephony state.