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Hosted Contact Centre ---------------------------------------------------------------------------- ------- --------- HOSTED CONTACT CENTRE AGENT CONSOLE GUIDE Version 9.4 Revision 1.0 Confidentiality and Proprietary Statement This document is SaskTel’s property and it is strictly confidential. Without SaskTel’s prior written permission, this information must not be copied, disclosed or distributed in whole or in part. By receiving this information, the receiving party is bound by these conditions. Microsoft® Internet Explorer is a trademark or a registered trademark of Microsoft Corporation in the United States and other countries. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s. Version 9.4 Rev 1.0 PREFACE SaskTel Hosted Contact Centre is the fastest and easiest way to deploy a world class contact centre. Hosted Contact Centre makes it easy to manage all of your customer interactions – phone, email and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industry-leading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Hosted Contact Centre includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi- media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. This guide provides agents with the information necessary to use the Agent Console to manage customer interactions. Depending on your subscription, some components described in this guide may not be included in your purchased subscription. TABLE OF CONTENTS Getting Started with the Agent Console ..................................................... 1 How to Use this Document ........................................................................................................ 1 System Requirements ............................................................................................................... 1 What is New for Agents? .............................................................................. 2 Login .............................................................................................................. 2 Resetting Your Agent Password................................................................................................ 5 Logging in with Reset Password ............................................................................................... 6 Logging out of the Agent Console ............................................................................................. 7 Overview of Agent Console User Interface ................................................ 7 Send Feedback.......................................................................................................................... 9 Configuring Your Agent Profile ................................................................. 10 Summary of Agent Profile Settings.......................................................................................... 11 Changing the Agent Console Workplace Number ................................................................... 13 Formatting Telephone Number Entries ................................................................................... 14 Configuring Email Options ....................................................................................................... 14 Configuring Your External CRM .............................................................................................. 14 External CRM Setup Summary ............................................................................................... 15 Personalizing Your Agent Console ........................................................... 17 Viewing Agent Assigned Queues ............................................................................................ 17 Setting Your Status ..................................................................................... 18 Check Queue and Agent Status ................................................................. 20 Defining Favourites .................................................................................................................. 23 Work With Codes ........................................................................................ 25 Select Status Codes ................................................................................................................ 25 Selecting Outbound Phone Codes .......................................................................................... 26 Use Keyboard Shortcuts .......................................................................................................... 27 Selecting Transaction Codes ................................................................................................... 28 Optional vs. Required .............................................................................................................. 28 Use Keyboard Shortcuts .......................................................................................................... 30 Recording Agent Messages ....................................................................... 30 Overview of Processing Interactions ........................................................ 32 Notification Alerts ..................................................................................................................... 32 Limitations ................................................................................................................................ 32 How it Works? .......................................................................................................................... 33 Manage Multiple Tasks ............................................................................................................ 34 Process Phone Interactions ....................................................................... 34 Inbound Phone Call Flow ........................................................................................................ 34 Overview of Phone Controls .................................................................................................... 35 Accept Phone Interactions ....................................................................................................... 36 Recording Phone Interactions ................................................................................................. 37 Playing Agent’s Recorded Messages ...................................................................................... 38 Add Notes During an Interaction ............................................................................................. 38 Transfer Phone Interactions .................................................................................................... 39 Transfer Phone Interactions to Another Agent ........................................................................ 40 Transfer Phone Interactions to Another Phone Queue ........................................................... 41 Transfer Phone Interactions to an External Phone Number ................................................... 43 Overview of Conference Calls ................................................................................................. 44 Add Agents to a Conference Call ............................................................................................ 44 Add External Parties to a Conference Call .............................................................................. 45 Make Outbound Phone Calls ................................................................................................... 46 Call Agents .............................................................................................................................. 46 Call External Phone Numbers ................................................................................................. 47 Dial Digit Tones ....................................................................................................................... 48 Process Outbound Campaign Calls ........................................................................................ 51 Manage Your Status During Outbound Calls .......................................................................... 55 Process Voicemail Interactions ................................................................. 57 Accept Voicemail Interactions ................................................................................................. 57 Process Chat Interactions .......................................................................... 58 Overview of Chat Interactions ................................................................................................. 58 Co-Browsing Support for Chat ................................................................................................. 58 Multilingual Support for Chat ................................................................................................... 58 Inbound Chat Work Flow ......................................................................................................... 59 Overview of Multi-Chat ...........................................................................................................
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