Call Center Agent and Supervisor Client Software User Guide PDF
Preview Call Center Agent and Supervisor Client Software User Guide
Clear Connections in the CloudSM Call Center Agent and Supervisor Client Software User Guide Revised and Effective May 6, 2014 1 CCCCoooonnnntttteeeennnnttttssss Purpose .............................................................................................................................................................................. 10 Interface Overview ........................................................................................................................................................... 11 Call Center – Agent ...................................................................................................................................................... 11 Call Center – Supervisor ............................................................................................................................................. 12 Getting Started ................................................................................................................................................................. 14 Launch Call Center from Web Portal ....................................................................................................................... 14 Sign in from Web Browser ......................................................................................................................................... 15 Hot Desk Sign-in .......................................................................................................................................................... 17 Sign-in Restrictions ..................................................................................................................................................... 18 Get Help ......................................................................................................................................................................... 18 Sign Out ......................................................................................................................................................................... 19 Set Up Call Center ....................................................................................................................................................... 20 Change Your Password .............................................................................................................................................. 20 Change Your ACD State (Agents) .............................................................................................................................. 21 Change Your Instant Messaging and Presence State ........................................................................................... 22 Enable or Disable Services ........................................................................................................................................ 23 Explore Workspace .......................................................................................................................................................... 25 Logo Pane ..................................................................................................................................................................... 27 Global Message Area ................................................................................................................................................... 28 Links to Other Interface Elements and Functions ................................................................................................ 28 Logged User Information ........................................................................................................................................... 28 Call Console .................................................................................................................................................................. 29 Header Bar .................................................................................................................................................................... 30 Dialer .............................................................................................................................................................................. 30 Current Calls ................................................................................................................................................................. 31 Conference Call ............................................................................................................................................................ 32 Revised and Effective May 6, 2014 2 Call States and Actions ............................................................................................................................................... 33 Contacts Pane .............................................................................................................................................................. 34 Show or Hide Directories ........................................................................................................................................... 35 Search Panel ................................................................................................................................................................. 36 Enterprise/Group Panel ............................................................................................................................................. 36 Common Panel ............................................................................................................................................................ 37 Personal Panel ............................................................................................................................................................. 37 Agents Panel (Supervisors) ........................................................................................................................................ 38 Supervisors Panel (Agents) ........................................................................................................................................ 38 Speed Dial Panel.......................................................................................................................................................... 38 Queues Panel ............................................................................................................................................................... 39 Custom Directories Panels ........................................................................................................................................ 39 Instant Message Panel ................................................................................................................................................ 40 Outlook Panel .............................................................................................................................................................. 40 Directories Panel ......................................................................................................................................................... 41 Call History .................................................................................................................................................................... 42 Controls ......................................................................................................................................................................... 43 Call Action Buttons...................................................................................................................................................... 46 Manage Calls ..................................................................................................................................................................... 50 Call Management Operations Quick Reference .................................................................................................... 51 Drag and Drop Call onto Contact ............................................................................................................................. 54 View Calls ...................................................................................................................................................................... 55 View Current Calls ................................................................................................................................................... 55 View Incoming Call Details .................................................................................................................................... 56 Assign Disposition Codes (Premium Call Center) ................................................................................................. 57 Assign Disposition Codes to Current Call ........................................................................................................... 57 Assign Disposition Codes in Wrap-Up ................................................................................................................ 57 Generate Call Trace ..................................................................................................................................................... 58 Revised and Effective May 6, 2014 3 Generate Call Trace for Selected Call ................................................................................................................. 58 Generate Call Trace for Last Released Call ........................................................................................................ 59 Record Calls .................................................................................................................................................................. 59 Manually Record Call ............................................................................................................................................. 59 Automatically Record Calls ................................................................................................................................... 59 Receive, Answer, and End Calls ................................................................................................................................ 60 Answer Call .............................................................................................................................................................. 60 Auto Answer Calls ................................................................................................................................................... 60 Open URL .................................................................................................................................................................. 61 Save vCard ................................................................................................................................................................ 61 End Call ..................................................................................................................................................................... 62 Make Outbound Calls ................................................................................................................................................. 62 Set Your Outgoing Calling Line Identity (Premium Call Center) .................................................................... 62 Dial Ad Hoc Number ............................................................................................................................................... 62 Redial Number......................................................................................................................................................... 63 Dial Contact .............................................................................................................................................................. 64 Dial from Search ...................................................................................................................................................... 64 Dial from History ..................................................................................................................................................... 65 Place Calls on Hold, Resume, and Camp Calls ..................................................................................................... 66 Place Call on Hold................................................................................................................................................... 66 Resume Held Call .................................................................................................................................................... 66 Conduct Busy Camp On ........................................................................................................................................ 66 Transfer Calls ................................................................................................................................................................ 67 Blind Transfer .......................................................................................................................................................... 67 Transfer with Consultation ................................................................................................................................... 68 Transfer to Queue ................................................................................................................................................... 68 Escalate Calls................................................................................................................................................................ 69 Make Emergency Call ............................................................................................................................................. 69 Revised and Effective May 6, 2014 4 Blind Escalate Call .................................................................................................................................................. 70 Escalate with Consultation ................................................................................................................................... 71 Escalate with Conference or Handover .............................................................................................................. 71 Escalate with Mid-Conference Hold .................................................................................................................... 72 Manage Conference Calls .......................................................................................................................................... 72 Start Three-Way Conference ................................................................................................................................ 73 Add Participant to Conference ............................................................................................................................ 74 Hold Conference ..................................................................................................................................................... 74 Resume Conference ............................................................................................................................................... 74 Hold Participant ...................................................................................................................................................... 74 Take Participant Off Hold ...................................................................................................................................... 75 Leave Conference ................................................................................................................................................... 75 End Participant ........................................................................................................................................................ 75 End Conference ....................................................................................................................................................... 75 Manage Call History ......................................................................................................................................................... 76 View Call History .......................................................................................................................................................... 76 Delete Call History ....................................................................................................................................................... 77 E-mail Contacts ................................................................................................................................................................ 78 Send E-mail Message to Contact ............................................................................................................................. 78 Manage Contacts ............................................................................................................................................................. 79 View Contacts ............................................................................................................................................................... 81 Show or Hide Directories ....................................................................................................................................... 81 Display Directory Below Call Console ................................................................................................................. 83 Show or Hide Directory Content .......................................................................................................................... 84 Show Contact Details ............................................................................................................................................. 85 Select Display Order ............................................................................................................................................... 86 Organize Contacts ....................................................................................................................................................... 87 Sort Contacts ........................................................................................................................................................... 87 Revised and Effective May 6, 2014 5 Search for Contacts ..................................................................................................................................................... 88 Perform Contact Search ........................................................................................................................................ 88 Manage Personal Contacts........................................................................................................................................ 90 Add Personal Contact ............................................................................................................................................ 91 Delete Personal Contact ........................................................................................................................................ 91 Manage Speed Dial Numbers ................................................................................................................................... 92 Add Speed Dial Entry .............................................................................................................................................. 92 Modify Speed Dial Entry......................................................................................................................................... 93 Delete Speed Dial Entry ......................................................................................................................................... 94 Monitor IM&P Contacts and Chat with Contacts ....................................................................................................... 95 Monitor IM&P Contacts............................................................................................................................................... 95 Subscribe to Contact .............................................................................................................................................. 96 Add Contact to Instant Message Directory ........................................................................................................ 96 Modify Contact Name ............................................................................................................................................ 98 Unsubscribe from Contact .................................................................................................................................... 98 Accept or Reject Subscription Request .............................................................................................................. 99 View Presence State of Contacts ......................................................................................................................... 99 Chat with IM&P Contacts ......................................................................................................................................... 101 Start Instant Messaging Session ........................................................................................................................ 102 Place Call from Chat Window ............................................................................................................................. 103 Establish Multiuser Chat Session ....................................................................................................................... 103 Manage Instant Messaging Sessions ................................................................................................................ 105 Monitor Supervisors (Agent) ........................................................................................................................................ 107 Select Supervisors to Monitor ................................................................................................................................. 107 Supervisor Phone States .......................................................................................................................................... 108 Monitor Call Centers (Agent) ........................................................................................................................................ 110 Dashboard Pane ........................................................................................................................................................ 110 Select Call Centers to Monitor ................................................................................................................................ 112 Revised and Effective May 6, 2014 6 Select Information to Display ................................................................................................................................. 113 Order Call Centers ..................................................................................................................................................... 114 Manage Agents (Supervisor) ........................................................................................................................................ 115 Select Agents to Monitor .......................................................................................................................................... 115 Agent Phone and ACD States .................................................................................................................................. 117 View Agent’s Details .................................................................................................................................................. 118 Change Agent ACD State .......................................................................................................................................... 119 Silently Monitor Agent’s Call ................................................................................................................................... 120 Barge in on Agent’s Call ........................................................................................................................................... 121 Pick Up Agent’s Ringing Call ................................................................................................................................... 122 Manage Queued Calls (Supervisor) ............................................................................................................................ 123 Queued Calls Pane .................................................................................................................................................... 123 Select Call Centers to Monitor ................................................................................................................................ 126 Modify Number of Calls to Display ......................................................................................................................... 127 Show or Hide Call Center Panels............................................................................................................................ 128 View Queued Calls ..................................................................................................................................................... 128 Group Queued Calls .................................................................................................................................................. 129 Order Queued Calls ................................................................................................................................................... 129 Monitor Next Call ....................................................................................................................................................... 130 Enable Night Service Override or Forced Forwarding (Premium Call Center).............................................. 131 Retrieve Call from Queue ......................................................................................................................................... 132 Promote Call in Queue (Premium Call Center) ................................................................................................... 132 Transfer Call to Another Queue .............................................................................................................................. 132 Transfer Call from Queue to Agent ........................................................................................................................ 133 Transfer Call to Ad Hoc Number............................................................................................................................. 133 Change Position of Call in Queue .......................................................................................................................... 133 Transfer Call to Top of Queue (Premium Call Center) ....................................................................................... 134 View Real-Time Statistics (Supervisor) ...................................................................................................................... 135 Revised and Effective May 6, 2014 7 Display Dashboard .................................................................................................................................................... 135 Queue Information .................................................................................................................................................... 136 Agent Information ..................................................................................................................................................... 138 Select Information to Display ................................................................................................................................. 139 Generate Reports ........................................................................................................................................................... 140 Run Report .................................................................................................................................................................. 140 Report Results (Example) ........................................................................................................................................ 147 Schedule Report ........................................................................................................................................................ 149 Manage Scheduled Reports .................................................................................................................................... 156 Configure Call Center .................................................................................................................................................... 157 Settings – General ..................................................................................................................................................... 157 Account ................................................................................................................................................................... 158 Hotel Guest ............................................................................................................................................................. 159 Language ................................................................................................................................................................ 159 Screen Pop ............................................................................................................................................................. 160 Date Format ........................................................................................................................................................... 161 Time Format........................................................................................................................................................... 161 Workspace .............................................................................................................................................................. 161 Settings – Application ............................................................................................................................................... 162 Queue Memberships (Agent) .............................................................................................................................. 163 Agent Policies (Agent) .......................................................................................................................................... 164 Barge-In & Monitor (Supervisor) ........................................................................................................................ 165 Settings – Services ..................................................................................................................................................... 165 Settings – Plug-ins ..................................................................................................................................................... 166 Notification ............................................................................................................................................................. 167 Microsoft Outlook ................................................................................................................................................. 168 LDAP v3 ................................................................................................................................................................... 169 Program Shortcuts ............................................................................................................................................... 170 Revised and Effective May 6, 2014 8 Call Event Log ........................................................................................................................................................ 171 Settings – Messaging ................................................................................................................................................ 171 E-mail Messaging .................................................................................................................................................. 171 Instant Messaging and Presence ....................................................................................................................... 172 Settings – Report ....................................................................................................................................................... 172 Default Thresholds ............................................................................................................................................... 173 Default Start Day of the Week............................................................................................................................. 174 Default Service-level Calculations ..................................................................................................................... 174 Settings – About ......................................................................................................................................................... 174 Appendix A: Glossary and Definitions ....................................................................................................................... 176 ACD States ................................................................................................................................................................... 176 Agent Skill Levels (Premium Call Centers) ........................................................................................................... 178 Phone States .............................................................................................................................................................. 178 Instant Messaging and Presence States ............................................................................................................... 180 Call States ................................................................................................................................................................... 181 Call Types .................................................................................................................................................................... 182 Appendix B: Keyboard Shortcuts ............................................................................................................................... 184 Revised and Effective May 6, 2014 9 Purpose The Fusion Cloud UC Call Center service allows business agents to receive and queue incoming calls from a central phone number. The Agent and Supervisor Software Clients allows users to engage with the Call Center service, including login/logout, setting personal status and view detailed call queue reports. This document describes the use of these software clients. Revised and Effective May 6, 2014 10
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