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  3. Handling interactions

Handling interactions

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  • Managing your availability

    Readiness state Not Ready reasons   Readiness state The readiness tab has two view modes: collapsed (only the header is shown) and expanded. Togg...

  • Handling chat interactions

    The following operations are possible in IM interactions: send & receive messages.You are able to send (spell-checking is available) an...

  • Handling social media interactions

    The following operations are possible in Social Media interactions: Post, Like & Comment Facebook interactions. Tweet, reply, re-tweet ...

  • Handling video interactions

    OneContact Agent can initiate and receive video calls, and video-extend an ongoing call. The dial video button is visible only if your computer ha...

  • Handling data interactions

    A data interaction is a task associated to an outbound service, in which you are asked questions or to perform some action.    When you...

  • Starting a new session

    You can start new work sessions, associate them with campaigns and set business outcomes.To do this, set yourself ready for a campaign, receive an ...

  • Assigning a session to a campaign

    You can assign a session to a campaign in order to contextualize calls in a given campaign or to change or remove the campaign's context. This oper...

  • Controlling the wrap-up time

    Wrap-up Time designates the period of time that the system reserves for you to perform the after-call work - in the scope of a campaign - without r...

  • Outbound Contact Operations - Rescheduling a Contact

    To reschedule a contact attempt, click the Reschedule  button on the session operations toolbar. A pop-up window will appear requesting the follow...

  • Outbound Contact Operations - Discarding a Contact

    To discard a contact attempt for a outbound campaign, click the Discard button  on the Contact tab. After discarding a contact, an interaction with...

  • Recording your screen

    You can record screen activity to a file, for later playback, when enabled for the service you're signed on (as of OneContact 2.5 SP1). ...

  • Shelving and queuing interactions for later handling

    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 a...

  • Using the address book

    Click here to learn how to configure the addressbook. Click here to learn more about the addressbook.   The address book contains the following ent...

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