Introduction

OneAgentWeb is a next-generation agent application, which runs on a browser. Traditional installation is done away with, as are a hardphone, softphone, or any plug-in installed on fat clients. Whether local or remote, agents always get the latest version of a full-featured client, without delay, on several operating systems.
Simpler deployment and higher cost-effectiveness round out the advantages.

Functionalities

OneAgentWeb offers these functionalities:

• Basic functions.
  A set of basic functions such as login/logout, extension setting, help, monitoring call status, agent availability
• Services.
  Perform sign-in/sign-out and ready/not-ready operations in services an agent is associated with, and unavailability reason
• Multichannel.
  Voice interactions, e-mail, chat, video and social media are also processed
• Telephony controls.
  Access the typical telephony controls, applied to voice calls, video and chat, for handling operation. A softphone that uses WebRTC technology is included.
• Video.
  Video communications uses a VP8 + RED + RTX configuration that guarantees protection against data loss leading to better video quality and stability.
• Pick-up & Shelf.
  Pick up interactions that were shelved earlier by you or other agents on a service/team
• Session controls.
  Associate with a service, control wrapup time and classify as business outcome
• Dictionary and spelling checker.
  Available for e-mails and chat messages, as provided by the browser in use (inside iframe, use key Crtl+right mouse to view spelling options)
• KPIs.
  Configure the metrics that are made available on OneAgentWeb
• Branding.
  The application can be custom-branded to follow corporate image
• Agent scripting.
  A central area where events run and the agent can interact with websites, knowledge bases, CRM solutions, ticketing, among others
• Contact list.
  Access various entities which are registered on OneContact, such as agents and supervisors, services, personal and overall contact list in an Exchange server, clients registered in the campaign manager, contact management.

Compatibility

OneContact Agent has the following desktop browser's compatibility:

Note: Opera, Firefox and Safari are supported browsers, whereas Microsoft Edge (Chromium) and Google Chrome are certified browsers.

Note: To know more about software certification, click here.