Forum™ 700 Call Center - Agent Application User Manual
Contents
1. General tab This tab is divided into three sections 2 2 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Configuration Supervisor The supervisor call center manager can use the Language drop down menu to choose the language he wants to use in this program Agents The call center manager enters the maximum number of days to be stored in the call log Each Agent has a log to record information concerning the last calls handled You can choose to never delete this log by entering 0 or to delete it periodically It is recommended that you maintain the call log only for a few days so as not to take up too much space on the ACD Agents hard disks The authorized values are from 0 to 30 e The View activity rate field allows the call center manager to change the threshold values for T1 and T2 in the activity rate graph These values are expressed as a percentage and define the thresholds for changing the colors in the graph Prohibit use of clerical and temporary absence statuses this is a check box which lets the manager prohibit agents from using the Clerical work and Temporary absence statuses It is worth noting that the agents on Clerical work and Temporary absence are taken into account when calculating the length of the queue while those who are Off duty are not Note 1 These parameters are the same for all the ACD Agents Customer database The call center manager2. Call nicemation Bl Sosziosi J Wif e gj ee amp 000051 o type associated CE E E D0Z s570 30 lt Rate lt 70 B0 E3 QF ES i 50 Served OD a n OF HOH o Peay wo AWHONN o SWco LENT IR PERF mE Queue gt 27 gt 91 lt 1 Served ACD Busy extension 171 B 12 12 2005 1 51 These graphs provide the agents with information on their activity rate on line counters for each status call description as well as information in real time about the volume of calls in the queue and served by group The status bar 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage Wating for cals Exterson 100 E 1030004 1001 AM The status bar gives information about Agent status Associated set number Status of network connection with the communications server connection established indicator connection failed indicator Date and time 1 2 2 Start up the Agent application Upon first start up the application displays the connection window The following fields must be entered The name of the communication server visible from the network The IP port used the default is 20772 The number of the phone set associated with the agent s PC These parameters are recorded on the agent s PC and are retrieved on the next launch Note Connection to the Agent application can fail when the number of application
3. Chapter 1 Agent application Usage The syntax is as follows program option 1 number_caller 2 number_called By default for example program option is the same as wscript exe post it vbs 1 3 6 Activity statistics The Monitoring button enables the agent to display or mask statistics chosen during work environment configuration These are real time statistics Graphs can only be displayed by an agent if authorized by the call center manager in the Agent s rights window of the Agent application configuration program Window size adjusts automatically according to the statistics reguested 1 3 6 1 Activity This graph represents the activity rate for the agent calculated based on the last half hour or the last hour The agent s activity rate is defined as the time spent on ACD calls for a given period divided by the period under consideration The length of the calculation period is specified by the call center manager using the call center application The title of the window gives the calculation period 1 2 hour or hour x E gt 70 30 lt Rate lt 70 E lt 30 1 16 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage The color of the graph changes according to the rate The following values are assigned by default Red if the rate is less than T1 Blue if the rate is between T1 and T2 Yellow for the part greater than T2 The call center manager can change the
4. Agent Application Agent application Usage x G User Paul Pas sword New password Confirm password OK Cancel Help By clicking on OK the new password is saved and the Agent application starts Note The Change button is only accessible if the call center manager has authorized this option in the Agent s rights screen of the Agent Application Configuration program The call center manager can delete the password If this happens the agent can run the Agent application without a password or can change the password 1 2 3 Close the Agent application When the agent closes the application a confirmation window is displayed Upon confirming that he wants to close the application the agent s status will differ according to the configuration of the work environment In the Work Environment Configuration screen if Neither of the boxes is checked the agent s status remains unchanged when the application is closed The off duty box is checked the Agent application is closed and the agent put off duty automatically However the agent can use his phone to put himself on duty and become active The Logged off and off duty boxes are checked the agent is put off duty automatically and the associated workstation is no longer handled by the call center If the agent wants to use the terminal again as a workstation handled by the call center he must use the Agent application to log himself back on and the
5. colors shown in the graph via the Colors tab and the values for T1 and T2 in the General tab in the Agent application general configuration window 1 3 62 _ Counters The Counters graph gives the time spent by the agent in each of the 4 possible status conditions On duty Clerical work Temporary absence Off duty The graph is expressed in minutes hours or days 24 hours depending on the highest 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 17 Chapter 1 3 6 3 1 3 6 4 1 18 1 Agent application Usage counter value The agent can reset the counters to zero whenever reguired by using the work environment configuration screen He can also reset the counter on reguest or choose to have them reset every time he exits the application The reset date is then set to the date the Agent application was last run Note The meter for the agent s status is incremented only when the application is started Description The Description table gives the number of each type of call The number of calls handled is also displayed E Types x hp oI OAU w u E E a a L E 0 ee O oe oe Se 009 __ co Sane PEATE IOUS VE G8 SF The agent can reset counters to zero whenever he wants in the work environment configuration window The counters are reset on request or each time he exits the Agent application The reset date is then set to the date the ap
6. licenses is less than the number of agents who want to log on to the application The maximum number of agents who can be logged on is 10 for the Belgacom Welcome Office package and 20 for the Belgacom Welcome Office Pro package 1 2 2 1 Password Agents identify themselves from amongst the agents declared in the call center 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 3 Chapter 1 2 2 2 1 4 1 Agent application Usage x User Paul o Password moy o Creu He As soon as the agent is identified he enters his password This means he can declare himself on any workstation free seating operation When the password entry field is disabled the agent does not have a password He only needs to click OK to gain access to the agent application Note Opening a session could fail if the agent is already connected at another workstation or if the workstation is already in use by another agent However the agent might still be able to open a session In this case either the agent logs off from the workstation where he was logged in or if the workstation is in use by another agent it is released Change password The agent can change the application password When the password is correct the system displays the Change buiton By clicking on Change a new window is displayed enabling the agent to enter and confirm the new password 3EH21055BSAA Ed 05 March 2008 Call Center
7. with the Agent application Note All change buttons are inactive if the agent is not assigned to a group 1 3 1 2 The groups Calls are directed to agents based on the skills group The amp button enables the agent to declare himself in new groups and to withdraw from other groups 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 7 Chapter 1 3 1 3 1 8 Agent application Usage Y Group change The list of groups is presented in the form of buttons A pressed button light grey indicates that the agent belongs to a group If the button is not pressed the agent does not belong to the group The groups to which the agent is assigned are given in the title bar of the Agent application in parentheses Note This feature is only accessible if the call center manager has configured the option in the Agent s rights screen Information When this image is flashing it means the agent has a message Clicking on the icon displays the message window 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage past events E x 1 27 2004 10 32 53 AM Forced change from mode Calling to mode Faulty 1 27 2004 10 32 57 AM Forced change from mode Faulty to mode Waiting for calls A change occurred without the agent s knowledge e g forced status change new ACD group assignment This happens for example when the call center manager chan
8. CD 2 4 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Configuration agents Each agent is identified by his Identifier and Name These parameters can only be changed by the call center manager using the call center configuration module E OI i x General Colours Agents Rights assigned to agents indicated here xix x x x x 1 2 3 4 5 6 7 8 3 The meanings of the abbreviations used in the column headers are Pref Customize interface Preferences window Pwd Change password Qua Describe calls Stat Display statistics App Access call log Fich Change customer records Cmt Only modify the commentary field in customer records To modify an agent s rights select the ACD agent to modify and click the Properties button 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 2 5 Chapter 2 Agent application Configuration 2 4 Configure agent s rights The checkboxes in the Agents rights tab are used to confirm or deny the associated permission Note The call center manager uses the call center configuration module to change an agent s name Agents rights Identifier 5 Name Jane JV Customize interface Preferences window Modify password JV Note type of calls View statistics VW Access the list of calls Modify customer records JV Modify the comment field in customer records Clear the password a
9. Forum 700 Call Center Agent Application User Manual MU r i Rannau Hi elgacom Legal notice Belgacom and the Belgacom logo are trademarks of Belgacom All other trademarks are the property of their respective owners The information presented is subject to change without notice Belgacom assumes no responsibility for inaccuracies contained herein Copyright 2008 Belgacom All rights reserved The CE mark indicates that this product conforms to the following Council Directives 89 336 CEE concerning electro magnetic compatibility 73 23 CEE concerning electrical safety 1999 5 CE R amp TTE CE Table of contents Call Center Agent Application Chapter 1 Agent application Usage 1 1 Introduction to the Agent application 0 00 ee 11 1 2 Application description o oo ccc iiiiieiiiiieiniuon 1 1 1 2 1 Agent application interface cccccccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeseaaees 11 1 2 2 Start up the Agent application ccc ee cceeeeeeeeeeeeeeeeeeeeeeeeeseeanees 13 1 2 3 Close the Agent application eeuueeeuuuuuu ii eeiessssss nL LL LLI LL LL LLsioneoo 1 5 1 2 4 Configure the work environment cccceecececeeeeeeeeeeeeeeeeeeeeeeennaees 1 5 1 3 Describe functions uuuuuuuuuuuuuuuuuuu urn UI III 1 7 1 3 1 Monitor agent activity ieeiieuue LONGER EA ERA LENIN RY NFNN READ RANUUN ANAN UL DN
10. ML or standard 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage Graphs The types of graphs to be used with activity rate counters description table and groups the agent can display the gueue with or without group status The buttons on the right of the Counter and Description check boxes reset the values of these counters to zero 1 3 Describe functions 1 3 1 Monitor agent activity The monitoring function enables agents to declare themselves on the ACD and change status using their PCs with one click of the mouse This avoids the need to use the telephone for this purpose Monitoring is carried out using the buttons on the tool bar 1 3 1 1 Change status The following status change functions are accessible from the toolbar On duty The agent is waiting for calls and ready to handle an ACD call _ On clerical work re The agent is not online but is engaged in clerical work following an ACD call During this time no calls will be routed to the agent Ontemporary absence No calls will be routed to the agent who is away from his station for a moment he is a on a break Off duty The agent receives no ACD calls he is no longer on duty but is still logged on to the terminal The status bar at the bottom of the toolbar shows the agent s status in the foreground and in real time This status bar also calls back the telephone number associated
11. NAU n nng AER YR 1 7 1 3 2 Call information Y O i RR FFEFRYN RF NN FFF FERNDR 1 9 1 3 3 Calllogd ei erie ee a terete ee a UO 1 10 1 3 4 Manage customer reCords 000 0 ee cecccceeeeeeee eee e teeter tree eee eeeeeeeaaaaaaaaaeeeees 1 12 1 3 5 SCreeEnDOD UDp ue du ee cee tee ee test es 1 15 1 3 6 Activity statistics ue ffs sees YO o Ond dd FO Fd ete 1 16 Chapter 2 Agent application Configuration 2 1 Introduction to configuring the Agent application 2 1 2 2 Start up the configuration ooo cece etc ee cece cee teeeeeeetetteeeeees 2 1 2 3 Agent application general configuration uuuuuuuuuuuuuuu 22 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 0 1 Call Center Agent Application User Manual 2 4 Configure agent s rights 2 0 2 cece cecee ee ceeteeeeeeeeteeeeeeeeteneeees 2 6 0 2 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application E Chapter 1 1 1 2 1 2 1 1 2 1 1 1 2 1 2 f Agent application Usage Introduction to the Agent application The Agent application is software to be installed on the agent s IT workstation It provides continuous communication with the call center integrated with the communications server In receive mode the Agent application receives information on the ACD Automatic Call Distribution load in real time and the agent can consult traffic statistics As the system receives an incoming call to the agent s station the Agent
12. application simultaneously receives all the information about the call the caller s waiting time caller number etc In this way the Agent application can interact with external information systems to display the customer record In outgoing call mode the Agent application offers the agent a user friendly addition to his telephone set In practice agents can not only declare their status more easily on duty off duty etc but also indicate their skills ACD group declare themselves on any position free seating and describe the calls Application description Agent application interface The Agent application interface contains A toolbar A call information bar Graphs A status bar The toolbar aac eu CG a lau a gl Ul The toolbar is a menu which allows users to access the control functions inform agents when they have a message display or mask the graphics and select their preferences The call information bar 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 1 Chapter 1 2 1 3 1 2 1 Agent application Usage Bala GO e a a el Call information es El GL B iQ Off duty Extension 134 12 12 2006 16 13 Ai lD xl The call information bar gives all the information about the call It also can be used to manually display the customer record and describe a call The graphs TT agent Assistant agent 11 ACD11 1 oonga Slaa aloce
13. ent field in customer records This option is only used in Integrated Mode standard This gives the Agent read only access to Customer Database records but he is allowed to change the comment field Erase agent password This option allows the call center manager to erase the agent s password 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 2 7 Chapter 2 8 2 Agent application Configuration 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application
14. gent ome e Change ACD group This right makes the amp button visible on the Agent application toolbar to allow the agent access to the window for changing Groups Customise interface Preferences window This option makes the A button visible in the application toolbar so that the agent can 2 6 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Configuration access the work environment configuration window Change password With this option the agent can be allowed to change his password for logging in when starting the Agent application Describe calls This option makes the call description drop down list visible on the call information bar of the Agent application allowing the agent to describe calls Display statistics This option makes the r button visible on the Agent application toolbar allowing the agent to expand the window of the Agent application and view the ACD activity statistics graphs Activity rate Counters Descriptions and Groups Access call log This option makes the button visible on the Agent application toolbar allowing the C agent to access the Call log window Modify customer records This option is only used in Integrated Mode standard This gives the agent read write access to Customer Database records If this option is not checked the agent can still consult the Customer Database and use the screen pop up Modify the comm
15. gent during the call Calls are displayed in chronological order To sort the log click on the title of the column to be sorted The system sorts in decreasing order Clicking on the same column again sorts in increasing order Use the button to create a log txt file default name Export containing information from the call log All the text file fields are separated by a tab The filename and path of the file to be created can be changed Use the button to empty the contents of the call log The Erase call center manager can also program automatic or cyclic deletion of the log by specifying a maximum number of archive days in the General tab of the Agent application configuration screen 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 11 Chapter 1 Agent application Usage button prints the call log Print Note This feature is only accessible if the call center manager configured the option when configuring agent s rights 1 3 4 Manage customer records To access customer record management click on YN The user has the rights of the ACD agent who launched the Agent application these are the record and comment modification rights which were assigned by the call center manager 1 3 4 1 Customer record management interface This screen is used to manage customer records and allows records to be changed created and deleted Double click with the mouse or validate using the Enter key to display the cu
16. ges the groups the agent belongs to using the call center configuration application The image will flash until the agent consults the message and clicks the Acknowledge button 1 3 2 Call information When a call comes in to an agent the call information bar is displayed lo x gagao weee ae Call information E M ja S E Off duty Extension 134 MB 12 12 2006 1613 Information provided The call information bar shows the following items of information the caller s number a the number requested wn the customer code this code is entered by the agent the requested ACD group 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Chapter 1 Agent application Usage the waiting time in the gueue e the conversation time which is updated in real time as soon as the agent picks up the call Call type The agent can describe an ACD call during the conversation To describe a call select the description code from the drop down list on the call information bar which contains all the description codes The agent can assign several descriptions during the ACD conversation but only the description that is active when the agent hangs up will be assigned to the call Note 1 A call cannot be described after hanging up The ACD call must be described while it is in progress Note 2 This feature is only accessible if the call center manager has confi
17. gured the option in the Agent s rights screen Record screen pop up When the screen pop up is available but not automatic the agent can display the pop up by clicking on the button ry You can also use this button to place an existing pop up back in the foreground or to re open it if you closed it before the end of the ACD conversation For more information on configuring the pop up see Configure the work environment 1 3 3 Call log The call log is accessed using the button on the tool bar c The agent can consult the list of ACD calls routed to him from the call center calls which result in a conversation are displayed in black calls for which there was no reply are displayed in red 1 10 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage amp List of calls x List of calls from 13702704 16 20 58 13 02 04 16 20 58 agent Tom 00 00 00 00 00 02 No type asso 100 oe en The call information available is as follows The date of the call The time of the call The ACD group requested the agent can belong to several groups The name of the agent who dealt with the call The length of time the customer spent in the queue The duration of the conversation with the agent The description code The incoming number caller number The number the customer called call center number The customer code if this was entered by the a
18. indicates the mode of connection to the Customer Database The following three choices are available Integrated mode standard is the default mode The Agent application is provided with a Manage Customer Records program GestFiche exe to store key customer information and to ensure the customer record pops up on the screen Screen pop up when a call is received e Linked mode script This mode causes a script Windows Scripting Host to be executed during an incoming call and when the agent clicks the Manage Records button in the agent application The Agent application comes with a default script file The language used is VBScript However the call center manager can modify the script file as he sees fit to ensure it works with his applications This operating mode is generally used to access a customer database in MSOutlook It offers a great deal of flexibility as all modifications can be made to the script without having to modify the Agent application Please contact Customer Service for any additional information you may need on using customized scripts e Specific mode This last mode works by connecting the Agent application to a third party application Several companies use their own Customer Relations Management software The call center manager can specify an application to be called up by the Agent application when receiving an ACD call When a call is assigned to an agent the associated agent application runs the command
19. left of the histogram The color of the rectangle indicates the status of the group 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 19 Chapter 1 20 1 Agent application Usage Gr 1 Em 22 ms BRED mg Open The following colors are assigned by default Grey closed group Green open group Orange group saturated before the overload messages fade time out from less than 20 seconds Red group saturated after the overload messages fade time out from more than 20 seconds The colors can be changed by the call center manager in the Colors tab of the Agent application general configuration window The agent can mask the status of groups during work environment configuration 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application E Chapter 2 1 2 2 Agent application Configura tion Introduction to configuring the Agent application Configuration of the Agent application is intended for the call center manager and provides a single user friendly interface to modify all the parameters of the Agent application Note Only one instance of this application should be launched at any time on the network This application allows configuration of the following The Agent application general parameters such as the connection mode to the Customer database The ACD statistics graph colors identical for all agents The rights of each ACD agent Start up the c
20. line entered in this section followed by the two parameters for the call the caller s number and the number called The syntax is as follows program option 1 number_caller 2 number_called By default for example program option is the same as Wscript exe post it vbs Add an automatic comment to each call If this box is checked the database comment field is automatically completed during incoming ACD calls prior to the 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 2 3 Chapter 2 Agent application Configuration screen pop up by a line of text giving the date the time and the agent to whom the call was routed Note 2 These parameters are the same for all the ACD Agents Colors tab The Colors tab is used to select the colors used in the statistic graphs in the Agent application These are agent Activity rates graphs duration status Counters the status of groups and of their queue Y Agent Configuration x Colours used in agent statistics graphs are indicated here identical for all agents Activity rate E gt 12 C T1 lt Rate lt T2 MT r Counters C On C Cletic Work 2 Absence C Off Groups status C Closed _ Open E Satul HB Satu2 r Groups CO Fie ME gt S2 gt Si lt S1 Seved Note 3 These parameters are the same for all the ACD agents Agents tab All the agents are listed in this window By default the Agent application controls 32 A
21. m displays a blank record The agent can then complete and save the record in the database even if the call center manager has not given the agent the right to modify the records Note 1 You cannot enter data modify or update customer records in HTML format Integrated mode is also pos sible in a network configuration customer records shared The implementation depends on the capacit ies and features of the existing network infrastructure Linked mode The Agent application comes with a script for an MS Outlook pop up This script file script vbs in the Agent installation directory is written in VBScript This mode offers a great deal of flexibility as all the modifications can be made to the script without having to modify the application Note 2 Modify record rights do not apply to this operating mode Specific mode This last mode allows the Agent application to be linked to a third party application Several companies use their own Customer Relations Management software To link the Agent application to another customer application the call center manager specifies an application which will be called by the Agent application when an ACD call is received When a call is assigned to an agent the associated Agent application runs the command line entered in this section followed by the two parameters for the call the caller s number and the number called 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 15
22. n put himself back on duty 1 2 4 Configure the work environment The agent can set the parameters for his working environment using the preferences function Preferences are accessed using the z button r ze ww 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 5 Chapter 1 6 Agent application Usage Gh Agent Assistant Preferences The agent can select parameters from the following fields General The language used in the Agent application Automatic screen pop up of the customer record if it is available and depending on the agent s rights _ The Agent application display continually in the foreground always visible The Agent application display continually in the foreground during a call always visible e if the application is reduced or if another window is active in front e if there is call an information message or a forced status change The agent is on duty when the Agent application starts up If this box is not checked the agent is off duty by default Exiting the Agent application Counters reset to zero upon leaving the application or on request Specification of free seating When the agent exits the Agent application he is set to off duty if desired Note The set off duty function is used in fixed mode i e when the agent is permanently logged on to the same terminal Customer database The type of display for the customer pop up HT
23. onfiguration To access Agent application configuration a Login window is provided for the call center manager to identify himself To establish the connection a password is required By default the password is help 1954 Note If the password is lost it is possible to reinitialize it using OMC and accessing the General and Mainten ance ACR parameters menu When the password is entered the system displays the Modify button x e a Password I Cancel Help If the password field is empty the Change button appears and the enter password field is disabled However it is recommended that you always enter a call center manager password 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 2 1 Chapter 2 Agent application Configuration and not divulge it to anyone The call center manager can click on the Change button to enter and then confirm a new password 2 3 Agent application general configuration The configuration window for the Agent application contains three tabs General Colors Agents General Colours Agents General parameters indicated here They are valid for all agents Supervisor Language English 7 Agents Max number of days in list of calls 10 View activity rate T1730 T2 70 Prohibit clerical work absence status 7 Customer database Integrated mode standard Linked mode script Specific mode Associated application
24. plication was last run For more information on call types please see the section on call information Groups This graph is updated in real time and shows 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage Status of the agent s groups Maximum length of wait queue The number of calls handled by group horizontal histogram Fi 8 4 0 1 12 Gr 1 2m satu 1 Queue gt S27 S1 lt S1 Served 1 3 6 5 Queue This gives a color display of the status of the wait queue Queue M gt S2 E gt S1 E lt S1 Served The queue and the number of calls waiting split up according to thresholds S1 and S2 are displayed to the left of line 0 The thresholds can be configured from the call center Calls which have been handled are displayed to the right of line 0 Thresholds S1 and S2 define times from which the number of waiting calls is calculated The following colors are assigned by default White the maximum gueue length has been reached Red the number of calls with a wait time in excess of S2 Blue the number of calls with a wait time in excess of S1 Green the number of calls with a wait time less than of S1 Yellow the number of calls handled The colors can be changed by the call center manager in the Colors tab of the Agent application general configuration window 1 3 6 6 Group status A colored rectangle is displayed by the side of a description or group to the
25. stomer record Py Customer info management 2 5 xi Eile Edt Tools Help DEX Crealion date Customer Company Name Firstname Address CG Cunent Database The toolbar and the menus offer the following functions z Create a new record 1 12 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage iy Modify a record a Delete a record tg Update the list of records amp Compact and repair the database 7 Help You can sort the record list by clicking the desired column heading 1 3 4 2 Standard customer record This record is used to enter or change information concerning an external customer or company 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application 1 13 Chapter 1 3 4 3 Agent application Usage The Identification field gives the incoming number for the customer code The End date field is for information only It is not associated with any functionality and could be used for example to save the end date of the customer s contract The Details field displays all of the customer s details company address phone number email etc The Application link field is used to establish an association with a record or a program like an Excel file page or a Word document HTML customer record There is one other alternative to the standard customer record the HTML record This is displayed in the Windo
26. ws default browser It s main property is that you cannot modify it The choice of how the record is to be displayed is made when the agent configures the Agent application work environment 3EH21055BSAA Ed 05 March 2008 Call Center Agent Application Agent application Usage 1 3 5 Screen pop up When an ACD call comes in the Agent application provides the possibility of making the customer record pop up The call center manager chooses the pop up mode during Agent application general configuration via the General tab The customer record pops up automatically if the agent checks the Automatic customer pop up option in the Work environment configuration window If not the agent can click the pop up button on the call information bar during the ACD call The record pop up can be done in 3 ways integrated mode linked mode and specific mode Integrated mode The Agent application is supplied with a Customer Record Management Tool which allows the file to be popped up in integrated mode You can use two types of record in this case the standard record the HTML record The record type is chosen during work environment configuration The record type parameter is specific to each agent The right to change records and that of changing the comment field in the record is defined by the call center manager The pop ups are by caller number If none of the records in the customer database include the caller number the syste
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