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| Label | Description |
|---|---|
| Manual Agent Login | This helps the team leader or the admin to login an agent if the agent uses only a physical phone (IP or analog) and not a pc to attend calls. |
| Logout | This helps the team leader or the admin to logout an agent from any campaign. This is used normally when the agent goes out of the floor without registering proper pause or logout. |
| Clear | At times the agent will not be allowed to login or log out of the campaign without clearing the pending disposition and the agent may not have the necessary details to complete the disposition as well. This option helps the team leader to clear the same and resume the login or log out process. |
| Manual Agent Campaign Change | This option is designed for outbound campaigns where administrators may need to reassign agents to a different campaign, based on database availability or business needs; instead of requiring the agent to log out and log back in, the administrator can simply switch the campaign, after which the agent will immediately start receiving calls from the new campaign and stop receiving calls from the previous one, ensuring seamless operation. |
| Pending | This pop-up displays a grid listing all pending dispositions for each agent, including the disposition type such as ACD, predictive, progressive, preview, or manual, along with the corresponding date and time stamp and agent details. It enables administrators to monitor pending dispositions and take proactive corrective measures as required. |
| Agent Indiscipline | This popup displays an agent indiscipline report for the day. It highlights cases where agents unregister their phones, which prevents incoming calls. If this activity continues, the agent is automatically logged out after three minutes. The report also captures instances where calls assigned by the queue are not attended. When three missed calls occur within three minutes, the agent is logged out. In addition, agents are logged out if there is no activity in the browser for the configured timeout period. All such events are recorded and shown in this popup as agent indiscipline indicators. |
| Label | Description |
|---|---|
| Purpose | This helps the team leader or the admin to login an agent if the agent uses only a physical phone (IP or analog) and not a pc to attend calls. |
| Campaign | Name of the campaign to which the agent needs to be logged in. |
| Agent | Name of agent to be logged in. |
| Extension | The drop-down will list all call center extensions enabled for this operation. Care must be taken to select the right extension for the right agent; otherwise, reporting and call management will be inaccurate. |
| Label | Description |
|---|---|
| Purpose | This option is designed for outbound campaigns where administrators may need to reassign agents to a different campaign, based on database availability or business needs; instead of requiring the agent to log out and log back in, the administrator can simply switch the campaign, after which the agent will immediately start receiving calls from the new campaign and stop receiving calls from the previous one, ensuring seamless operation. |
| Campaigncreated Name | This dropdown displays all the active campaigns the agent is eligible to log into, allowing the administrator to select the desired campaign to assign the agent and save the changes. |
| Label | Description |
|---|---|
| Purpose | This pop-up displays a grid listing all pending dispositions for each agent, including the disposition type such as ACD, predictive, progressive, preview, or manual, along with the corresponding date and time stamp and agent details. It enables administrators to monitor pending dispositions and take proactive corrective measures as required. |
| Label | Description |
|---|---|
| Purpose | This popup displays the daily Agent Indiscipline Report, highlighting activities that affect call handling and system availability, including phone unregistration (which blocks incoming calls and results in automatic logout if it continues for more than three minutes), failure to attend queue-assigned calls (automatic logout when three calls are missed within three minutes), browser inactivity beyond the configured timeout period (leading to auto logout), and closing the browser without proper logout. All such events are recorded as agent indiscipline indicators and are available for monitoring, corrective, and curative action. |