Logging into the Agent Experience
The Agent Experience is the application from which an agent makes, receives and manages calls (or other interactions such as SMS and Chat).
By default, an agent will launch the Agent Experience by clicking the “START SESSION” button on the top right of the Contact Center webpage, once logged in.
Once clicked, the Agent Experience will attempt to confirm the agent’s audio by displaying the message “Confirming Station”.
At this point, the agent needs to listen for a short tone in their headset, and then speak into their microphone so that the system can verify two-way audio.
Once audio is confirmed, the following message will appear.
The agent is now successfully logged in.
Once you are Logged In
A typical Agent Experience set up will look like this once the agent has logged in.
The agent here is set to “Not Ready”, meaning they will not receive any calls at this point.
However, the actual state the agent will be placed into can vary according to configuration.
Controls
Below, some of the common items are highlighted.
Taking an Inbound Call
When you are ready to take a call, click on the Ready button and you will be placed into a Ready state.
At this point, any calls in queues you assigned to, may route to you.
If you then wish to go back into a “Not Ready” state (so you don’t get any more calls”, you can do so by selecting the drop down on the “Not Ready” button, and choosing the most appropriate state. These will vary according to your contact centre’s configuration.
You can do this while still on your current call, to prevent further calls coming through immediately afterwards.
You are now back in a Not Ready state (in this case, Lunch), and will not receive any further calls.
Making an Outbound Call
You can make an outbound call regardless of your State.
To do this, click “New Conversation” at the bottom, and select “Call” from the list.
From the New Call window, select the number you wish to present the call being from – often there is only one option here, but there may be more depending on your contact centre’s configuration.
Then, type in the number you wish to call.
You can also type names from the contact list in here.
Then press the green “Call” button.
The call will now ring out and, hopefully, be answered.
You will then see the following screen.
This screen shows you the number dialled, the queue name that is being used for the call, and the various call controls – Hold (this plays hold music), Mute (the other person hears silence), Hang Up, and Keypad. Keypad is used if you have called a menu with options, it allows you to press the required option.
The small arrow next to the queue name (in this case the queue is “Support Daily Checks” points upwards to indicate this is an outbound call.
Once the call is ended by either party, you may be presented with a wrap-up button as below.
This may or may not have a timer counting down, and it may or may not have some “dispositions” (reasons for the call) that can be selected. When you have finished working on the call, you would click the blue “Complete Wrap-up” button.
On an outbound call, you will normally return to whatever state you were in when you started the call (in this case, lunch), but if you want to make sure you get no further inbound calls, you would select a Not Ready state from the dropdown at the top.
Receiving an Inbound Call
An inbound call will only be presented to you when you are in a green “Ready” state.
Depending on your configuration, you may simply hear a beep in your ear and the call will present straight to you (this is known as Auto Answer). Or, you may be presented with a ringing tone in your ear, and the Agent Experience will present the following bar, allowing you to manually Answer or Reject the call.
Once you have answered the call, or once the call has been auto-answered, the call screen you will be presented with is almost identical to the screen for outbound calls, except the small arrow points downwards to indicate this is an inbound call.
You would then complete the call in the same way as for outbound calls.
Transferring Calls
Call transfers work exactly the same on both inbound and outbound calls.
To commence a transfer, start by clicking the Transfer button while on the call.
You now have three options for the transfer destination:
User, Queue or External Destination
User:
Select both the user you wish to transfer to, and the relevant queue they are working from.
Queue:
Select the queue you wish to transfer the call into. This will mean the transferee will not know which agent they are likely to get – although there is some helpful information about the queue availability and wait times that you can optionally provide to the transferee.
External Destination:
Type in the number you wish to transfer the call to.
Just as with outbound calls, you can also type in names from the Contact List here.
There are then three types of transfer available to you once you have connected the call:
Blind Transfer:
The call is transferred away with no announcement. This is not commonly used as it is a poor experience for the other party!
Hold and Consult:
The original call is placed on hold while you speak to the transfer destination to announce the call
Conference:
All three parties speak together ahead of the transfer
With a “Hold and Consult” transfer, when the original caller is on hold, you will have these call controls.
The first call in the list is your original call.
The second call is your transfer destination.
You can swap between calls using the “Hold” and “Resume” options as per the screenshot above.
When you are ready to transfer, click “Blind Transfer” to send the original caller to the transfer destination.
If you wish to conference all three, click “Merge”.
After the transfer, complete the call in the same way as described above using the “Complete Wrap-up” button.
Logging Out
When you are ready to log out of the system, please do NOT click the “X in the top tight of the Agent Experience without first performing a full log out. If you do, you will stay logged in and calls will still be presented to you, which will then be missed.
To log out, first ensure any calls you are on are fully completed.
Then click the “Hamburger Menu” and select “Log Out”
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You can now click the “X” top right to completely close the Agent Experience.