Description on what you'll see in the Agent Interface
Table of Contents
1. Agent Dashboard
Immediately after logging in to the agent interface, you will be brought to the agent dashboard. The Agent Dashboard will give you information on the queues (or agent groups) you are included in, your current "status" and the status of other agents, as well as how many calls came to you and what happened with those calls.
2. Queues
All the queues, or agent groups, that you are included in will show up under the "Queues" column on your agent dashboard. Each queue is separated into it's own box, with a bit of information on the queue's health, number of active agents, and the outcome of the calls.
Now: refers to live time, what is happening right now
Today: refers to total for the day
3. Agents
Directly below the Queues boxes, you will see all the agents that are currently signed on in your queues. In addition to displaying each agents name, you will also see their current status (whether they are active or inactive), how long they have been in that status, as well as information about the calls that came in to them.
4. Agent Taskbar
The Agent Taskbar, located at the top center of your screen when logged into the agent interface, is where you will have all of your agent-unique tools available to you. There are 6 different buttons you can click, and they are as follows:
1. The Search button: By clicking this button you will be brought to a search page to search for leads/customers
2. Add New Lead: By clicking this button you will be brought to a blank lead card
3. Dial Out: By clicking this button a pop-up window will come up for you to make outbound calls
4. Status button: By clicking this button you can change your status from Active to Inactive
5. Act/InAct Agents: By clicking this button you can see all the agents and their status'
6. Active Lead Cards: By clicking this button you can see any lead cards that you did not get around to finishing/saving.
5. Agent Taskbar: Scheduled events
In addition to having agent-specific tasks, the Agent Taskbar will allow you to complete follow up/collections actions directly from the agent interface. In order to do this, you will need to expand the drop down menu by clicking the little downward facing triangle on the left corner of the taskbar. You will now see all unprocessed calls, follow ups, and/or collection events that need to be completed for your company. Clicking the "Retrieve" button next to any of these will bring you to a list where you can open and execute the scheduled events, or process the unprocessed call.