Before You Begin:

This document list down the best practices that are recommended to be followed for an optimum and a hiccup-free Agent Call Centre experience. The document is divided in two sections:

1. Best Practices for Telephony

2. Best Practices for Agent UI Portal

Telephony

For Agents Using Office Desk-Phones or Soft-Phones

For Agents using office desk phones or digital phones or softphones, it is advised to maintain the following:

Enable Auto Answer:

• Agent Phones should be with auto-answer mode enabled. This means that the agent phone should answer the call immediately on ringing without the agent having to click on answer.

Ensure dedicated agent process:

• Agents should use the phone and be dedicated to the given process only. That is when logged into the agent-ui, the Agents should not be assigned to any other inbound or outbound queue for a different process.

Work From Anywhere with Mobile Number

Do not use Dual SIM Mode:

• If dual SIM mode exists, please have the agent switch off the dual SIM mode and work on single SIM mode only. Calls on second SIM can hamper the Agent productivity, and cause unwanted abandoned calls. It also helps to save battery.

• How To:

  • Remove the second SIM card.

  • In case of eSIM: Go to Settings > Mobile Networks > Disable second SIM.

Disable Call Waiting:

• Enabling Call Waiting can cause unnecessary distraction to the Agent if there’s any external call landing on the agent. Agents often also mistakenly think multiple calls are landing from the system. This can cause Agent to put the customer on hold or get distracted impacting the customer experience and agent productivity.

• How To: This is usually available in Phone → Options → Call Waiting and Forwarding or Call Management.

Ensure Good Network Coverage:

• Check that cell phone network reception or signal is Good or Excellent. If the signal strength is not good enough, expect voice issues, call drop and call connectivity issues. This can significantly impact agent productivity, customer experience and high call abandonment.
  Please ensure you stay in “Excellent” or at max “Good” (<-85dBm) to ensure smooth operations. Anything higher than 85dBm can cause significant call drops or non-connectivity.

• How to:

  • Android: Settings App → About Phone → Status → SIM Status → Signal Strength

  • iOS: https://lifehacker.com/see-the-actual-signal-strength-on-your-iphone-or-androi-5929546

• If the signals are not good,

  • Move towards a sky-facing area, such as near a window with no obstacles.

  • Change the current SIM telecom operator with the one that has better coverage in your area

  • Use a signal booster device

Desktop Agent-UI

Work from Home scenario is getting more prevalent these days. There are multiple ways agents can connect and received calls. They can receive calls through SIP channels (requires compliance with OSP guidelines) and they can receive calls directly on their mobile phone numbers (two-way call legs).

This page focuses on the latter, using two-way call legs and conferencing on the PBX to manage the second leg of call. At most locations, call center agents who will use their own or company provided mobile phones. In this section we suggest some best practices that should be used when agents are using mobile phones to receive calls.

Ensure Minimum System Requirements:

1. Google Chrome v90+

2. Stable 1.6 Mbps Internet Speed

3. (Optional) Mobile Phone with <85 dBm Signal Strength or Landline

Ensure Good Internet Speed

• Ensure that you have Good & Consistent Internet speed of 200 KBps.

• To Check:

  • Go to 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 is taking background bandwidth, specially OS updates.

  • Use LAN to connect Internet services with your desktop

  • Upgrade for better internet plan

How to go on a Break or Logout:

• If you would like to go on a break and not receive any further calls, you can enable the associated break while your current call is in progress.

• By doing so, your break will be enabled after the call is over, and you’ll not receive any further calls after your current call is over.

• After you have come back from your break, you can disable the break and start receiving calls again.

• If you do not want to receive any further calls, please log-out using the “Logout” button at the top right hand corner.

Using another system with Phonon Agent UI

Are you using another system, such as a CRM or LMS system on which you’ll be spending more than 5 mins (i.e. not visiting Phonon Central Agent UI tab)? If not, please skip this part. If yes, there’s a chance that the tab will be suspended in the background during which the agent is considered offline (i.e. login hours and calls stops). It can be circumvented by making few configurations:

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