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Ensure that you have a Good & Consistent Internet speed have a minimum of 200 KBPS
To Check the Speed: Go to http://fast.com and ensure you’re getting (200*8) 1.6 Mbps speed.
Click on more details to check latency. Ensure latency is less than 300 ms either way
How to Improve: Please check if any service takes background bandwidth, especially OS updates.
Use LAN to connect Internet services with your desktop
Upgrade for a better internet plan
What
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should
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the agent
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What should the agent do if the logout button doesn't work?
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Log out from the account and try to log in again.
If the issue persists, contact your supervisor to do a ‘Force Logout’
What
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If the agent is on break, please disable it.
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Check the Internet Connectivity.
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to
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What to do if agents want to take a break from receiving calls?
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If the agents want to transfer a call to another agent or conference a call with the supervisor, at that time, agents can put the customer on hold by using the Hold Button. The customer will be able to hear the Hold Music while he is on hold.
To patch up a call with a customer, agents can click on the Unhold Button.
What to do if the agents log in with Landline but don’t receive OTP calls?
The agent needs to login with a Landline number without any prefix (0)
Where do the agents add the disposition?
After the call gets disconnected, the agents have time to fill out a disposition form with the timer.
The disposition timer will be called a wrap-up timer.
Once the time is up, the call will be disposed, and the disposition tab will disappear while he will move to the next call.
Why is the agent unable to do Consultation or Transfer call from Agent UI (404 or 503 error)? What to do to solve this?
The network may be blocking requests from our application. Would you please ensure that “central.phonon.io ” is completely whitelisted from your network? Please check with your Network/Firewall/Proxy team.
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The call is disconnected, but it’s on and unable to hang up on the system?
Please refresh the screen and check the status of the agent in UI.
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Why are customer calls abandoned that appear on the screen, but there is no ring over the Landline?
This call has been missed for a specific agent and will be transferred to another available agent. Below is a sample screenshot.
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Why do agents want to use the Transfer button on call?
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If the customer wants to talk with the supervisor, agents can click on the conference button to get their fellow agent or supervisor on call. At a time, three people will be available on the call.
While agents are conferencing with fellow agents or supervisors, the customer will be on Hold, and will listen to hold music.
What
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should the agent do if
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they are logged in and still not receiving any calls?
The agent needs to login with a Landline number without any prefix (0)
Where do the agents add the disposition?
After the call gets disconnected, the agents have time to fill out a disposition form with the timer.
The disposition timer will be called a wrap-up timer.
Once the time is up, the call will be disposed, and the disposition tab will disappear while he will move to the next call.
Why is the agent unable to do Consultation or Transfer call from Agent UI (404 or 503 error)? What to do to solve this?
The network may be blocking requests from our application. Would you please ensure that “central.phonon.io ” is completely whitelisted from your network? Please check with your Network/Firewall/Proxy team.
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The call is disconnected, but it’s on and unable to hang up on the system?
Please refresh the screen and check the status of the agent in UI.
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Why are customer calls abandoned that appear on the screen, but there is no ring over the Landline?
This call has been missed for a specific agent and will be transferred to another available agent. Below is a sample screenshot.
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If the agent is on break, please disable it.
Check the Internet Connectivity.
Make sure agents are added to at least one queue. If the agent has not been added to any of the queues, contact the supervisor and ask them to add the agent to one of the queues.
What should agents do when their screen is stuck on any page?
If the agent is stuck on any page and cannot perform any action, they should click on the ‘Troubleshoot' button to reset the state. Ensure to refresh the page after clicking the 'Troubleshoot’ button, and the agent will be redirected to the agent login screen.
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The supervisors can click on 'Force Log Out' to log out the agent immediately under their ID. When the supervisor clicks on the button, the agent will be logged out of the interface and redirected to the login page.
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Confidentiality
This document has been developed by Phonon.io for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon.io to the recipient in good faith and based on request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon.io’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon.io is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at info@phonon.io.