This walk through explores the key elements made available to you through the Premier Contact Point report builder module. All reports accessed through the reporting module are able to be customised to individual needs and can be saved as new reports.
This walk through explores the key elements made available to you through the Premier Contact Point report builder module. All reports accessed through the reporting module are able to be customised to individual needs and can be saved as new reports.
This article demonstrates the general functions of the Agent Desktop / Contact Manager module of the Premier Contact Point platform.
Users have configurable access to the Agent Desktop / Contact Manager module. This module is used to handle voice, email, webchat, SMS and instant message interactions.
The Agent Desktop / Contact Manager module is accessible via the Premier Contact Point home screen to authorised users.
The session selector allows users to activate and switch between available sessions, sessions include Voice, Email, Webchat, SMS, IM and Workflow. Each of the sessions can be activated individually and displays it’s own toolbar.
The Session Status displays your current status and duration, session duration and contains the slider to activate / deactivate the session.
The Status Selector is used to change your status, by moving your mouse cursor over the status agents will have access to Ready profiles, Break, Aux and Disconnect options.
Selecting Break, Aux and Disconnect will generally require the user to select from a list of configured reasons to select from before moving into the status.
The Profile Menu is used to customise your user experience along with displaying other useful information to assist your session such as the Agent Assist and Dashboard panels, by clicking on your username the profile menu will be displayed.
Each of the options is explained in more detail below.
Settings provides access to the Layout, Contact, Sounds, Themes and Windows option.
Layout – allows the user to set horizontal or vertical toolbar alignments and a range of show / hide options for various elements of the Contact Manager including the positioning of the Agent Assist and Dashboard display (if configured).
Contact – allows the user to enable (show) the Script, Info, Customer and Notes panels via various session types.
Sounds – allows the user to enable custom audio notifications for incoming interactions per session type and setting the primary and secondary audio notifications.
Themes – allows the user to set their preferred colour palette per interaction type.
Windows – allows the user to add additional session types, for example Email and Chat.
The Contact History provides the user with a list of recent interactions, selecting a record will display information about the interaction in the Contact Details section.
Where Direct Audio is being used allows the user to set their preferred Speaker and Microphone along with options to test the audio device.
The Network Performance allows the user the monitor their connectivity status to Premier Contact Point over the last 20 minutes.
Displays the current version number of agent desktop.
Where a tenancy is configured with the Workforce Management system, allows the user to view their current and upcoming rosters.
When selected will allow the user to logout and close all Premier Contact Point tabs. This may require the user to select a Disconnect reason.
The session toolbar provides access to functions used within the selected interaction. Buttons which are greyed out are unavailable actions in context and fully lit buttons are available actions in context. Each element function for the voice session is described in the table below and the session toolbar will vary across interaction types.
The main screen area is used to display Contact Information, Contact Details and Contact Outcomes during the interaction. Using the CONF and SMS / APPS button will open additional panels within the space.
This article demonstrates the how to setup a sound notification for incoming voice contacts in the Contact Manager / Agent Desktop module of the Premier Contact Point platform.
Users have configurable access to the Contact Manager module. This module is used to handle voice, email, webchat, SMS and instant message interactions.
The Contact Manager module is accessible via the Premier Contact Point home screen to authorised users.
When using a Accept / Requeue configuration, agents may want to configure a sound notification to alert them when they are being offered a contact.
The Profile Menu is used to customise your user experience along with displaying other useful information to assist your session. By clicking on your Display Name, the profile menu will be displayed.
This article demonstrates how to wrap a call using the Agent Desktop / Contact Manager module in the Premier Contact Point platform.
Users have configurable access to the Agent Desktop module. This module is used to handle voice, email, webchat, SMS and instant message interactions.
The Agent Desktop / Contact Manager module is accessible via the Premier Contact Point home screen to authorised users.
At the completion of an interaction agents are generally required to submit a Contact Outcome or Disposition from a preset list of choices.
Once set, the agent status silhouette will alternate colour between blue and yellow.
Upon submitting the Contact Outcome, the agent will be transitioned to the selected status.
Wrap Timeout uses a preset amount of time in which the agent can submit a Contact Outcome. If at the completion of the Wrap Timeout period a Contact Outcome has not been submitted, the system will automatically transition the agent back to the Ready status.
If Wrap Timeout is being used, the remaining time will count down on the State Time located next to the agent status in the toolbar.
This article demonstrates how to make an outbound call using the Agent Desktop module in the Premier Contact Point platform.
Users have configurable access to the Agent Desktop module. This module is used to handle voice, email, webchat, SMS and instant message interactions.
The Agent Desktop module is accessible via the Premier Contact Point home screen to authorised users.
Whilst logged into the agent desktop agents may need to make outbound calls.
The selected entry will start dialling, once the call is connected agents can use available call controls to complete the interaction.
To cancel an outbound call before dialling, click the X in the Directory panel.
This article demonstrates how to transfer a customer to a third party using the Agent Desktop module in the Premier Contact Point platform.
Users have configurable access to the Agent Desktop module. This module is used to handle voice, email, webchat, SMS and instant message interactions.
The Agent Desktop module is accessible via the Premier Contact Point home screen to authorised users.
Whilst logged into the agent desktop handling a voice interaction, agents may need to transfer a call to a third party.
If the agent needs to retain control of the customer call and make sure the third party is available, the Consult option should be used instead.
This article demonstrates how to make a consult call (and warm transfer the caller to the third party if required) using the Agent Desktop module in the Premier Contact Point platform.
Users have configurable access to the Contact Manager / Agent Desktop module. This module is used to handle voice, email, webchat, SMS and instant message interactions.
The Contact Manager / Agent Desktop module is accessible via the Premier Contact Point home screen to authorised users.
Whilst logged into the Contact Manager / Agent Desktop handling a voice interaction, agents may need to consult with another user or third party for assistance or to assess the availability of that party to transfer the caller to them. After making a consult call, the agent may choose to end the consult or transfer the caller to the third party.
Once a consult call is in progress, agents may want to transfer the call to the third party.
