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How do I Log In and Log Out?

Agent Desktop is your gateway for handling calls (both inbound and outgoing) and other interactions, such as chat or emails.

Important
What you see in Agent Desktop depends on your contact center and your role within it, so you might not be able to do or see all the things covered in this help. If you think you should be able to do or see something you can't, check with your supervisor or system administrator.

Now that you know what Agent Desktop is, you’re probably wondering how to use it. This page will get you logged on and ready to take a call. Let’s get started.

Log in to Agent Desktop

1

Open a browser (if your system uses a web-based phone, use Chrome) and enter the link for Workspace that your supervisor gave you.

Log in using your assigned credentials.

If prompted, you might also need to enter additional information, such as your phone number, place, or preferred language. If your system uses a web-based phone, select Use browser communication. (If your system doesn't use web-based phones, you won't see this option.)

If it is your first time logging on, you might have to change your password. If you are not sure about any of the prompts, your administrator or supervisor can provide you with the details.

Clicking on Change login account will return you to the main log in screen.

Important

Hot Seating — If your contact center is using hot seating, you must enter the phone number that you are using when you login. Hot Seating allows multiple agents to use the same phone on different shifts, so phone numbers aren't statically assigned to individual agents.

Displaying Notifications

There is a functionality to automatically receive system notifications for the duration of your session.

You can choose to:

  • always show notifications
  • always block notifications
  • not to show the notifications

Changing Your Phone Number (Optional)

1

There is an optional functionality to change your phone number if you are a mobile agent, which ensures that your home phone number is not displayed to the receiving party.

Important
The last number used is always displayed upon login.

Once you have successfully logged in, the Main View displays:

Changing your Ready/Not Ready State

Your system administrator can modify your Ready/Not Ready status for the voice channel when you log in — your Ready/Not Ready status is also known as the agent state.

Your account might be in one of the following four states by default:

  • VCC2.5.9 VCC.Agent Dashboard Ready.png Ready to receive interactions
  • VCC2.5.9 VCC.Agent Dashboard Not Ready.png Not Ready to receive interactions, with a reason code (there can be multiple reason codes as defined by the contact center administrator)
  • VCC2.5.9 VCC.Agent Dashboard ACW.png After Call Work (ACW) in progress, not ready to receive interactions, with a reason code (there can be multiple reason codes as defined by the contact center administrator)
  • VCC2.5.9 VCC.Agent Dashboard Log Off.png Log Off to close your connection to the channel without logging out of the application
Tip

In some environments you might not be able to see the generic Not Ready or After Call Work statuses. Your environment might be set up to show only Not Ready and After Call Work statuses that include a reason such as "Lunch Break".

Example of a default state

If your account is configured to be Not Ready, your system administrator might specify a Not Ready reason code for that voice channel. To start receiving interactions, change your status to Ready. When you end a call you are temporarily put into an ACW state. While in this state, you can select an ACW reason code that corresponds with the type of work that you must complete before you are ready to handle the next call.

What is the Navigation Bar?

The Navigation bar contains icon menu buttons VCC2.5.9 VCC.Agent Dashboard Navigation.png that let you to do the following:
  • View or set your Global Ready/Not Ready status
  • Log out of the application
  • View the Agent Desktop Help and About dialog box, which displays the versions of the underlying applications that support VCC Agent Desktop

Log Out

1

To log out of the system, select Exit from the Main Menu to log off all channels and close Agent Desktop. You will be asked to confirm your Log Out.

Important
You cannot log out if you have an active interaction.

Web-based Phone Calls

1

Some systems use a web-based phone to allow you to connect to calls. If your system uses a web-based phone, your administrator will instruct you to click the Use browser communication check box when you log in. If your system does not use web-based phones, this section does not apply to you.

Before you begin, plug your headset into your computer. A headset has both earphones and a microphone. Make sure that your headset is properly set up in the Sound control panel, and is the default playback and recording device. Ask your supervisor if you need help setting up your headset.

Each time that you log in to a web-based phone system, your browser will ask you to allow the system to use your microphone. Click Allow in the message box to enable your headset.

You handle web-based phone calls the same way that all voice calls are handled in Workspace, except that you have a few extra features that you can use.

Mute/Unmute — (if available) Use the Microphone (WWE 852 Microphone Button.png) button menu to select options that let you mute and unmute your microphone and speakers (headphones). This lets you mute and unmute the call without placing the call on hold.

Sometimes you might experience call quality issues, or the call might be exceptionally good. web-based calls can sometimes be affected by network issues. Workspace has a call quality rating feature that lets you give feedback to the system administrator about the sound quality of your call. This feedback helps the system administrator improve the system. After you end a call, a banner is displayed below the call controls. Click the first star (the one on the left) on the banner if the call quality was poor. Click the last star (the one on the right) on the banner if the call quality was excellent. Click one of the stars in between for intermediate call quality.

Click Done to mark the call as Done.

I got a warning about network problems. What should I do?

During a web-based phone call a message might be displayed under the call controls that tells you "A network problem was detected that might affect the quality of the call", but the call sounds OK to you. What should you do?
WWE 852 Network Problem Warning.png

The problem might be affecting how your contact hears you. Your voice might sound distorted or broken up. This message lets you know that your contact might not be hearing you or might have trouble understanding you. Check with your contact to make sure that he or she can hear you. You might have to call them back or transfer their call to another agent.

When the call ends, a message displays and asks you to rate the call quality on a scale from 1 star to 5 stars, where 1 star means extremely poor voice quality and 5 stars means excellent voice quality. You might have to do this before you can mark the call as Done.

If the problem does not go away during the call or keeps happening every time you are on a call, after the call you can use the Browser Communications Diagnostics tool to test your network.

If this problem persists, you should log out of the web-based phone and use another phone, such as hard phone or a cell phone.

Troubleshooting your connection

1

The system administrator might have enabled the web-based phone call Browser Communications Diagnostics tool to help you troubleshoot call quality problems.

Make sure that your headset is plugged in and enabled in the Sound control panel, then open the Browser Communications Diagnostics tool from the Help menu.

The tool steps through different tests and you provide feedback by responding to questions. Your environment might not be set up to run all these tests.
  1. Play Tone — A tone is played in your headset. Tell the system whether or not you can hear it.
  2. Speak into your Microphone — A volume intensity meter reacts to your voice if the system can hear you.
  3. Test Call Service — A test call is created that lets you connect to the system to make sure that your browser is connecting properly. Rate the audio quality of the test call or choose to skip the test.
  4. Summary — This page shows you which parts of the test were successful and which were not. Suggestions are provided to help you troubleshoot the steps that were not successful. Use the Feedback text box to tell the system administrator about the test results, then close the Browser Communications Diagnostics tool or run it again.

What do I do if Browser Communications goes down?

1

Sometimes system trouble causes your Browser Communications voice channel to lose connection so that you can't make or receive any calls. You should have a backup phone number available that you can log in to in case there are network issues and Browser Communications (WebRTC) goes down.

To change from Browser Communications to your backup phone number, do the following:

  1. Exit from Agent Desktop.
  2. Login to Agent Desktop again.
  3. In the second login window, uncheck Use browser communications.
  4. Enter your phone number in the phone number field.
  5. Click Log In.
  6. Use your backup phone to make and receive phone calls.

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This page was last modified on 9 February 2017, at 12:36.