Agent Login FAQs

Not Receiving OTP via call?
or
Call visible on Agent screen but not landing Landline

Agent is not able to receive OTP via Call
or
Not able to getting call on Landline

we recommend to check the calling device configuration by manually calling on Landline number using different phone(i.e Mobile).

If Call is not getting connected to landline or device then please get it checked once with the HDFC EPBX team i.e Dinesh Patil (8369116778)

if device is not in working state we request to login using Mobile by following the best practices pdf attached for the reference.

Open

If there is no issue at device or mobile and still not receiving OTP then we request to raise a ticket with phonon help desk.(drop an email at help@phonon.io)

Agent Screen/State is frozen/Reserved or Not able to Hangup call from dashboard?

Agent screen may get stuck or Hanged ,where call is disconnected from landline and still shows connected .

We recommend to use provided steps pf troubleshooting

1)Reset state using troubleshoot option from top right corner of Agent-UI.

2)Refresh/Reload the browser page/screen.

As a best practice we recommend to clear the cache from browser twice or thrice a day.

Settings->Privacy and Security->Clear Browsing data(All time).

Please reach out to phonon help desk in case of any query or information required.(drop an email at help@phonon.io)

Calls landed on landline but not on Dashboard

There are cases where Calls are landing or Ringing on device but not on Dashboard due to internal transfer of calls by HDFC limited.

• Please note the customer number or the number which is getting reflected on device.

• It may be internal number of HDFC limited which is transferred internally example if this 02267546060 reflected on device which is of HDFC deposits cc then it it won’t be reflect on agent’s screen due to contention issue as the calls are not sent from phonon but from hdfc limited deposit number.

As a best practice HDFC deposits team should not transfer the call to agent directly when there is a enquiry of home-loan requested on Deposits cc.

System-overload displayed on Landline device

There are cases where calls are showing continuously missed on Agent Dashboard probably because of system-overload displayed on Landline device.

• We recommend to call on the landline number manually using secondary device(i.e Mobile) .

• If call may not gets proceed and getting busy tone or disconnection ,then please get in touch with local EPBX config team for the resolution.

• For Epbx related Issue please raised concern with Dinesh or in case of Internert/Network related concern raised concern with local IT team for resolution.

• Also for the queries releated to Tollfreenumber(18002100018) consents need to be raised with TATA team.

How to check call centre performance?

To refer to total call offered/answered/Abandoned/Missed calls metrics for a specific queue/region.

• This can be checked using QUEUE SUMMARY REPORT of Supervisor access.

• Login on Supervisor UI -->Menu-->Reports-->Download Reports-->  Queue Summary Report
  
  The will provide summary Data for each queue/Region(calls offered,calls answered ,abandoned calls etc.)

To see if the customer is connected or not

There are cased where due to missed calls we are not aware what has happened with that customer like weather it has connected or not.

please use Supervisor Login -->Menu--> Reports --> Search for customer number, you will get customer connection status as per provided screenshot.

Does missed calls for an agent cause performance of call center ?

The Offered minus Answered at Agent Report has no consequence at call center performance

Since the call remains in queue and is sent to next agent. You can check the same by logging into Supervisor Interface --> Menu --> Reports -> Search by Phone Number - in Call Detail of RAW report as per provided screen shot one find the call connected status.

Call Mid Way Disconnect issue / Voice issue over call

This is the concern which is raised frequently by agents where agent is connected to customer and call disconnection may happens midways by either ways i.e either by Customer or Agent.

• We recommend HDFC team to check the voice log/Recording once from reports section for specific call before raising it.

• As per primary observation it could be because of customer poor network.

Please reach out to phonon help desk in case of any query or information required.(drop an email at help@phonon.io)

Text Based Captcha

we are enabling text based captcha for security purpose, only the whitelisted Ips given by HDFC will able to see this below captcha otherwise google captcha will be seen

If agent/Supervisor is still seeing google captcha not text based captcha then we recommend to share your Ip address with us for enabling text based captcha.

Please reach out to phonon help desk in case of any query or information required.(drop an email at help@phonon.io)

Not able to Monitor / Whisper?

In case where supervisor is not able to Monitor or whsiper to his/her agent

Please share the console logs and also share the customer number/timestamp for phonon to check

Please find Supervisor/Agent FAQs for reference where how to take console logs is also addressed.

Open

Please reach out to phonon help desk in case of any query or information required.(drop an email at help@phonon.io)

All agents are idle however IVR saying that agents are busy?

This is the case where agents are not getting calls on there landling for longtime though they are idle and wating for landline to ring.

Lets take scenario of Delhi region where while IVR playing agents are busy but in realtime agents are idle ,so please note phonon system origantes calls via TATASIP i.e

Phonon-->Tata SIP(at phonon)-->Tata PRI(Delhi)-->PBX

Please manaually call on the TFN from other decvice and check theIVR that is getting played.

In case of IVR playing busy for all executives but in real agents are idle than same need to be raised with TATA team for the resolution.Contact person: Maruti and Abhijit.

abhijit.saha2@tatacommunications.com

Call got disconnected as soon as agent picked up and showing as missed

Call has not been transfer to agent successfully

-Check the agent status for that particulate call using report
Web UI -->Main-->Reports-->Reports -->Apply filter (contact number )

-If you may found status as cancel then please checked the CDR(generated on mail) report by applying filer to get the hang up status whether its by Agent or Customer.

-If its been found from Customer then no action been needed from any of the team.

-If hangup event been triggered from Customer then no action needed

-If hangup even been triggered from Agent(or ring timeout) then please raise the request at help@phonon.io to get the trace log of the call for further analysis.