Intro

Phonon Central provides a special interface call ‘agent UI’ for dynamic agents. The agents can receive calls on the interface, can enter details of customers and perform some actions while on the call. The agents can use this interface as follows -

Signing Up

There are two options for signing up as agent. One is through email ID and the other is through username. The signing option depends on the authentication method selected by your admin.

Sign Up with Email ID

If the admin (who has invited you as agent) has selected authentication method as ‘Email ID’ then the agent will receive an invitation mail as shown below.

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Steps to sign up -

1. Accept the invitation by clicking on the ‘accept invitation button’.

2. If the link does not work then copy the alternate link give and paste given URL on the browser.

3. You will be redirected to the sign up page of central.

4. Configure the password according to the mentioned criteria

5. Complete captcha verification and agree terms and conditions once you read it

6. Click on ‘Submit’

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7. You will receive a thank you message as shown and then you can login.

    

8. Login with your email Id and password and further you will be redirected to agent login.

9. Select the login type and enter the mobile number accordingly.

10. As soon as you enter a valid mobile number, option of ‘send OTP’ will be available.

     

11. Click on ‘send OTP’ and enter the OTP that you have received as SMS.

12. If you have not received any OTP then you can again click on ‘call’ or ‘SMS’ to receive an OTP.

    1. In ‘call’ you will receive a call where you will be given OTP

    2. In ‘SMS’, OTP will be send through SMS

13. As soon as you enter a valid OTP, the option to login as agent will get enable.

     

14. Click on ‘login as agent’ to finally login.

Sign Up - Username

If the admin (who has invited you as agent) has selected authentication method as ‘Passcode’ then the authentication code will get generated. The admin should give you your username and authentication code for sign up. Once you get these things you can follow below steps -

1. Go to sign up page of central .

2. Select ‘have username/passcode ?’

3. Provide your username and passcode.

4. Configure the password according to the mentioned criteria

5. Complete captcha verification and agree terms and conditions once you read it

6. Click on ‘Submit’

    

7. You will receive a thank you message as shown and then you can login.

    

8. Login with your email Id and password and further you will be redirected to agent login.

9. Select the login type and enter the mobile number accordingly.

10. As soon as you enter a valid mobile number, option of ‘send OTP’ will be available.

     

11. Click on ‘send OTP’ and enter the OTP that you have received as SMS.

12. If you have not received any OTP then you can again click on ‘call’ or ‘SMS’ to receive an OTP.

    1. In ‘call’ you will receive a call where you will be given OTP

    2. In ‘SMS’, OTP will be send through SMS

13. As soon as you enter a valid OTP, the option to login as agent will get enable.

     

14. Click on ‘login as agent’ to finally login.

Introduction to Agent UI

My Details - You can click on ‘user icon’ on the right top corner and you will be able to see your agent name and agent ID.

Agent Name : The name given to you by your admin.

Agent ID : A unique ID given by the system to each agent.

Log out : You can click on this button to log out from the interface.

Troubleshoot : If you are stuck in any state (say on call or disposition) and is not able to perform any action then you can click on this button and then you can ‘reset’ the state.

Queues Allocated - It will show the list of all the queues which has been allocated to you.

Your Data (The data will be from 12 AM today till present) -

Here 'N' is Number of Successful Calls.

1. Avg Handle Time : Total(Connected + wrap up time)/(N)

2. Avg Speed of answer : (Total Incoming Time)/(N)

3. Avg On call time : (Total Connected Time)/(N)

4. Avg wrap up time : (Tota Wrap Up Time)/(N)

5. Occupancy Rate : (Total Call Handling Time / Total Available Time) * 100 That is, if the agent was available for 10 hours and handled calls for 2 hours, his Occupancy Rate would be 20%

6. Auto Disposed : Total number of auto disposed Filled.

7. Calls Offered : Total Calls that agent received

8. Calls Answered : Total calls picked up by agent

9. Calls Abandoned : Total call not answered by agent

10. Logged in time : Net total of total amount of time the agent is logged in according to shift.

11. Break Time : total amount of time the agent spent on any break (Excluding Manual Break)

12. Available Time : Total time agent is available (Total login time)-(total Break Time)

Breaks -

→ You will be able to see all the breaks that are configured for you in this section, example shown below :

→ You can enable any break when required. And when the break is over, you can disable it. When you are on call, you will not receive any calls.

→ For each break, you will have defined duration and you need to disable that break within that duration.

Manual Call Break

→ If you are able to see this break on your break list, then you can enable and use this break. This break is specially designed to perform manual calls to the customers.

→ If you enable this break, they you will be able to see a dialing pad on the screen as shown below.

→ You can select the country code and can enter the customer’s number to call.

→ Then click on the ‘blue call button’ besides the number option and the call will get placed to that customer and the flow will get executed as configured for the manual break.

Last five calls -

In this section you will be able to see the details of last five calls attained by you. The fields that you can see are as follows :

1. Call ID - A call ID given to the call

2. Agent Number - Your number through which you are logged in

3. Customer’s Number - Customer’s number from which call was offered

4. Date - Present date at which call was connected

5. Call Connect Time - Time at which the call was connected between you and customer

6. Agent Call Duration - Total time you and the customer were on call

7. Disposition - Disposition filled by you for that call (if any)

8. Sub-disposition - Sub Disposition filled by you for that call (if any)

9. Comment - Comments entered by you for that call (if any)

On Call Interface

Incoming Call

When any call is assigned to you, then you will receive a call on that device and simultaneously you will be able to see the indication of ‘incoming call’ on the agent interface as shown below.

The call will be received from the device(through which you have logged in) only.

On Call

When you have received the call, you will be able to see more options on the interface as shown below so that from the interface itself, you will be able to perform some actions if wanted.

1. Hold

If you want to put customer on hold for some reason then you can directly click on the hold button. As soon as you click on hold button, the customer will be put on hold and he will be able to listen hold music (configured in the queue section by admin).

You can click on ‘unhold’ if you want to unhold the customer.

2. Mute

If you want to mute customer for some reason then you can directly click on the mute button. As soon as you click on mute button, the customer will get mute an you will not be able to listen to customer while he is on mute.

You can click on ‘unmute’ if you want to unmute the customer.

3. Transfer Call

If you want to transfer the call to any phone number, agent or queue then with the help of this ‘transfer call button’ you will be able to do that.

As soon as you click on ‘transfer call button’, you will get options (as configured by admin) to transfer call. The options can be mobile number, agents, Queues.

You can select any one option and further select the phone number or agent or queue you want to transfer the call.

This option is not available for calls of Outbound Dialer flows.

After selecting the option to whom you want to transfer, you can select the number/agent/queue and click on ‘transfer call’ and the call will get transferred.

4. Consultation

If you want to consult regarding any issue to any other agent then you can click on ‘consultation button’. For consultation, you can add either phone number or agent name as show below.

This option is not available for calls of Outbound Dialer flows.

Once you select any option and add number/agent name, the option of ‘consultation call’ will get enable. Once you click on ‘consultation call’, the customer will be put on hold and the other agent(whom you have added for consultation) will be dialed. Once the other agent picks up the call and the conversation is over, you can unhold the customer to resume the call.

5. Conference

Using the interface only, you can create a conference call and can add any other agent in the on going conversation between you and the customer. When the other agent is dialed for conference call, the customer will be put on hold.

This option is not available for calls of Outbound Dialer flows.

6. Hang Up

Using this button, you can directly disconnect the call. Once the call is disconnected, you will get additional some seconds to enter the details in disposition. This time will be called as a wrap up time.

Disposition

Disposition are the fields configured by the admin for the queues. You need to enter the customer details according to the configurations and that details will get saved in the flow variables.

You can fill the disposition while you are on the call but can submit, once the call gets over.

After the call gets over, you will get some extra seconds to fill the disposition.

Additional Details

There are some additional details that are visible(if configured for queue by admin) during the on going call which are as follows -

CRM Information

Information that is received from the database mapped with the number of the customer. Currently, there is no mapping. Hence, this will remain blank.

IVR filled details

You can view the information the customer has filled in the IVR before the call got transferred to the agent.

Caller History

You can view the history of the customer basis the customer’s number.

Scripts

You can view the scripts configured by the admin for your reference which you can use in the conversation with the customers.

Tips and Tricks

Agent Offline Troubleshoot for Web Browser