An Overview of the Agent Interface

Upon successful login, the Agent screen will appear. This is where all interactions are handled by representatives.

The Agent interface is broken down into 6 sections:

• Summary Area
• Notification Area
• Actions
• Places
• Interaction
• SMS

Summary

Summary displays helpful information to keep users informed on their state, campaign, current time (which changes to the timezone of the caller/email when on an active call or email) and quick performance stats. The left side of Summary shows a picture of the representative (if one has been uploaded) immediately followed by their current state.

The possible states are as follows:

NOT ON A CALL: If the Pause button is disabled, this means the agent is currently in a Paused / Not Ready state. If the Ready button is disabled, this means the agent is available to take calls but not currently on a call.

ON A CALL: Agent is on an active call communicating with a contact.

CALLER HUNGUP: - This represents a finished call where the person on the other end hung up the line first.

ON AN EMAIL: Indicates that an email was routed to the agent and they are currently processing this email.

The top middle area of Summary shows the current user's name highlighted in blue. Immediately below the agent's name is the name of the current campaign the agent is logged in to and the current time. If on a call or email, the time changes to reflect the time of the contact's timezone.

The lower middle area of Summary lists quick statistics on the agent's performance for the day.

This includes:

CALLS TODAY: Shows the total number of calls (and emails) handled by agent.

AVG TALK TIME: Shows the average time agent spends talking to contacts.

AVG WAIT TIME: Shows the average time an agent waits between calls or emails.

CALLS IN QUEUE: If enabled on a campaign, this shows the current number of calls in queue waiting for an available agent.

The upper right area of Summary provides controls that allow agents to place themselves in Ready, Pause or Logout of the system.

Ready: When clicked, this informs the system that the current agent is prepared to handle calls (or emails if enabled on the campaign / queues agent is assigned to). This places an agent in an "idle" state until a call or email is delivered to their screen.

Pause: Allows agents to stop handling calls or emails. If enabled in the agent's current campaign settings, agents may be required to select a Reason Code (such as Restroom, Meeting, Training, etc) before going into a paused state.

Logout: This logs the current user out of the system altogether.

Notification Bar

The Agent's Notification Bar provides quick and informative notices to agents. When not on a call, it simply shows the agent's User Id and extension with a Call Duration of zero (0), indicating that they are not on a call or handling email. When handling an email, Notification Bar shows the sender's email address, the current email queue which routed the email, and the duration of the email.

Actions

Actions contain the possible commands agents can perform while on an active call or email, or while in a paused state. These include placing calls on hold, transferring calls, or terminating a call. While on an email, the actions include transferring an email to another agent for handling or ending the current email, as shown below:

Additional Options

Record: If setup by the campaign, this allows agents to start and stop recording a call. All Fenero campaigns are setup for 100% call recording by default, which disables this command. However, administrators have full control over whether the campaign should record the call or whether it should be initiated by agents.

Launch: If a campaign or queue has an associated Webform that agents need to quickly access while handling calls, they can manually launch the web form here. This can also be configured by an administrator to launch automatically once a call or email arrives to the agent's desktop.

My Call Log: Allows agents to view the current and previous calls and emails handled in the Fenero Agent. Using this screen, agents can quickly access past calls or emails handled by them. They must be in a paused state to perform this action.

Re-Queue Call: This will allow agents to send the call back to the queue.

Volume Controls: These controls allow agents to turn the volume on their line up or down, or mute it.

Send DTMF: If presented with an IVR requiring digit input, agents can use the Send DTMF command to send digits directly to an IVR while they are on a call. This eliminates their need to interact with the phone.

Show Agents: If permitted by a manager, agents are allowed to view the states of other agents on their campaign.

Play Message: 

Places

Places allow agents to quickly view contact information for the current contact, view a queue- or campaign-specific interaction script guide, or view and respond to incoming emails.

Interaction Pane

Depending on the type of call that arrives and how a campaign is configured, the Interaction Pane will show one of three screens, each of which is always accessible directly from Places. If a campaign is setup to display contact information or launch a screen pop when a call arrives (which is the default setting), the following screen will appear in the Interaction Pane (each field is editable and will be accessible during the current session and any future interactions with the contact):

Alternatively, if a campaign or queue is setup to display a script for the interaction, the Interaction Script screen will automatically appear, as shown below:

For campaigns with support for email queues, the following screen will appear in the Interaction Pane when a new email arrives to FC2 Agent. Toward the bottom of the Email Detail screen, agents can respond directly to contacts and include any attachments, if necessary:

Placing Calls On Hold

To place a call on hold, click the Place on Hold button located under Actions. This button will convert into "Grab Parked Call" which will allow you to take a call off hold as well as show the time the call has spent on hold.

Transfer or Conference Calls

To transfer a call, click the X-fer or Conf. command under Actions. This will bring up the Transfer/Conference Options screen as shown below.

The text field with (XXX) - NXX-XXXX allows you to enter the phone number you would like to transfer a call to. Enter your 10-digit phone number in this field and select Blind X-fer, Warm X-fer, or Park & Dial to begin a transfer or conference. If placing international calls enter the full number, including the country code, and select the Dial Override option.

Blind X-fer: Blind transfers allow agents to immediately transfer a call to a third party and then proceed with dispositioning the call right away.

Warm X-fer: Warm transfers allow agents to place a call to a third party while the first caller is on the line. This is equivalent to a conference call.

Park & Dial: Park and dial allow agents to place the current caller on hold while reaching out to a third party. To merge both calls after a Park & Dial, agents can simply select "Grab Parked Call" to bring the first caller into the conversation. Alternatively, they can click "Park 3rd Party" to place the third party on hold and return to the first caller without the third party being involved in the conversation.

X-fer to Queue: If allowed by managers, X-fer to Queue allow agents to transfer calls to another queue. Simply select the queue from the drop-down list of available queues and click "X-fer to Queue" to transfer the call.

Leave 3-Way: After performing a conference call, the agent can leave the conversation while the first and third party callers continue the conversation by clicking Leave 3-Way.
Agents Available for Transfer – toward the bottom of the transfer screen, agents can view the status of other agents on their campaign and choose to route calls to them.

For additional details on the transfer process and options please click HERE specific transfer procedures.

Disposition Calls

Once a call or email interaction has ended, a disposition screen will appear with a list of customizable dispositions that allow an agent to select the outcome of the call. Double-clicking on the name of a disposition selects that option and takes the agent back to the main Fenero Agent interface.

To go directly into a Pause state after a call, simply select the "Go to Pause after dispositioning" checkbox available in the disposition screen. If enabled on a campaign, you may also enter any final comments to associate with this call in the Comments text box below the disposition options.

Additionally, the following commands are available towards the bottom section of the disposition screen:

Reset: deselects the disposition currently selected by an agent

Submit: submits the selected disposition and takes agent to the Fenero Agent main screen

Open Web Form & Submit: submits the selected disposition and launches the web site pre-configured by an administrator to launch upon disposition.