Engage Voice | Intro to Agent
Agent is the interface where agents and supervisors spend most of their time on the platform. The configuration for this interface is done via Admin (the admin interface) — from the scripts to the routing rules that ensure each call and chat reaches its proper destination.
All of the elements necessary for agents to conduct inbound and outbound calling and chat can be found in this single streamlined interface, so agents working in blended contact centers can easily switch between channels without leaving the primary interface.
At any point while they’re logged in to the agent interface, any given agent can see whichever ‘stats’ their admin has given them access to view. Stats are real-time numbers that give information on an agent’s call and/or chat activity. These stats can reflect data like total agent talk time, number of chats handled, amount of unanswered calls, and more.
In between calls and chats, agents can review any scripts associated with their assigned queues and campaigns (these scripts are for study purposes only; they will not record or act upon any information entered in this pane. Only scripts connected to an active call/chat will retain any information entered by the agent).
Meanwhile, supervisors can log in to the exact same interface and have access to all the same elements as agents, but they also see a supervisor section that contains the tools they need for monitoring and coaching other agents. (We’ll talk more about that in a minute.)
Getting started
To access the agent UI, agents are given a specific URL they can use to log in to the system. An administrator will provide them with an assigned username and password, both of which are configured within the admin interface.
When agents first log in to the platform, the first thing they’ll probably see is a configuration login screen (depending on how their administrator has configured the system).
Once the agent is fully logged in, they will most likely (again, depending on administrator settings) find themselves in a Connected session, which simply means that the phone line is active and ready to start making and/or taking calls.
Next, if their administrator has given them the permissions to do so, they can choose an agent state that lets the system know their availability status. (Agent states can be added and configured via the admin interface; agents can only see the options made available to them by their administrator.) Once the agent marks themselves as available, the system will immediately begin routing the appropriate calls to them, according to the queues and/or campaigns they’re logged into.
At this point, the agent can begin taking calls via the platform’s integrated softphone, a third-party softphone, or a SIP (session initiation protocol) connection.
Understanding inbound and outbound calls: agent perspective
The inbound calling process is pretty straightforward for the agent. They take a call, read from and enter information into a script that pops up on their screen, take notes, and submit a disposition once the call is over.
Outbound calls are similarly easy for agents to manage. Since an agent can only use one dialer at a time, the call process remains straightforward, whether they’re dialing manually or fetching leads and viewing lead information via preview or progressive dialers. Same as inbound, agents can view and enter information into a script, take notes, and submit a disposition once the call is over.
To get a better idea of the behind-the-scenes configuration processes for inbound and outbound calling, check out Intro to Admin.
Understanding live chat: agent perspective
Live chats arrive at the agent interface in one of two ways. One is via SMS chat, where the customer dials the chat line (that is, sends a text message) via their mobile device. The other method is via web chat, where an administrator places chat widgets on one or multiple pages of their website(s) to engage and assist customers.
When the customer engages with a widget, they’re placed in a line (we call that line a ‘queue’) to be connected to the next available live agent. (Depending on how the administrator has configured the widget, a custom form may appear for the customer to share certain information before the chat gets connected.)
Regardless of how the chat originates, agents see the interaction show up in their interface in exactly the same way and in exactly the same place. Both web chats and SMS chats enter the appropriate preconfigured queue and are routed to the right agent based on the administrator’s routing rules. Agents can immediately see each chat alongside its assigned script, and once they’ve finished with a chat, it dispositions automatically.
If for any reason the agent needs to distinguish between a web chat and a mobile chat, they can click into the chat’s ‘details’ section, which always identifies the chat’s origin.
Understanding Agent for supervisors
Supervisors are a bit of a different story. They have access to all of the same functionalities that a typical agent has, but they also get a section of their own within the agent interface, labeled Supervisor.
This section contains tools for monitoring and coaching other agents. It includes a configurable table that contains real-time agent stats — that is, data and metrics for each agent they’ve been assigned to supervise. These stats can range from total agent talk time to their average handle time.
Supervisors can click into each agent’s data to view even more information. This is where a screen will appear with real-time representations of all of that agent’s active and inactive chats, along with an option to supervise any call the agent is currently on.
The supervisor can click into a call to listen in quietly (monitor), or they can offer assistance that the agent can hear but the customer can’t (coach). In extreme cases, a supervisor can even conference themselves into an active call and, if they choose, remove the agent from the line and continue the call themselves (barge-in).
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