Agents

Using the Call Center app, agents can log in and out of their queue, mark themselves ready to take calls, and provide call resolution reasons to record call queue activity. Managers have some additional options, see Managers.

Agent status

Your status displays at the top right of your screen. This status setting is a global setting and applies to all queues. You can also set your default answering device here.

status

Logging in to the call center

  1. Go to Call Center.
  2. Click Begin Session at the top right of your screen.
  3. You are now logged into the call center, and your status is defaulted to "Away".

login

Logging out of the call center

  1. Go to Call Center.
  2. Click the Status button, then click End Session.

    logout

Marking yourself as ready

When you are ready to take calls, you can set your global status. To mark yourself as ready to take calls:

  1. Click the status button, and then click Mark All as Ready.
  2. Your status is updated to "Ready" for all queues that you are assigned to. Your status is also indicated by colour changes from red to green.

    mark as ready

Marking yourself as away

If you leave your desk, you can set yourself as away. To mark yourself as away in all queues:

  1. Click the status button, then click Mark All as Away.

    mark as away

  2. After you click Mark All as Away, a "New Break Detected" popup displays.

  3. Enter your break reason from the dropdown menu.
  4. Click Save.

    away

Wrapping up a call

When you are ending a call, you can select from a list of reasons to appropriately record why your session is ended.

  1. After you replace the handset, a "New Wrap Up Detected" popup displays.
  2. Select the Wrapup reason and enter a description for the call resolution.
  3. Click Save.

    wrapup

Agent login phone shortcuts

To access the queue throughout the day, you can dial the following feature codes directly from your phone.

Action Feature Access Code Description
Login *20 Login to the queue
Ready *21 Set your status as "Ready"
Away *22 Set your status as "Away"
Logout *23 Logout of the Queue

For example, in the morning, dial *20 to log in to the queue and *21 to go ready. When you leave your desk, dial *22 to make sure no calls are delivered to your phone. When you're back and ready to take calls, dial *21 again. At the end of your day, dial *23 to log out.