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...
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Handling voice interactions
The session and telephony operations are available on the Readiness toolbar: Click the following buttons to access the contact handling functional...
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Handling email interactions
The following operations are possible in e-mail interactions: Accept - Opens the incoming email; same button that is used to accept the...
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Handling chat interactions
The following operations are possible in IM interactions: send & receive messages.You are able to send (spell-checking is available) an...
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Handling social media interactions
The following operations are possible in Social Media interactions: Post, Like & Comment Facebook interactions. Tweet, reply, re-tweet ...
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Handling video interactions
OneAgentWeb can initiate and receive video calls, and video-extend an ongoing call. The dial video button is visible only if your comput...
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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 ...
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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 ...
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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...
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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...
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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...
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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...
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Recording your screen
You can record screen activity to a flie, for later playback, when enabled for the service you're signed on (as of OneContact 2.5 SP1). ...
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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...
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Using the address book
The address book contains the following entities: Agents – All the agents in the contact center. Services – All the services in the contact center...