From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating Agent Desktop Helper Application
- User Interface Overview
- Changing Your Agent Desktop Appearance
- Understanding Screen-pop
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Using the Calendar
- Getting Help
- Understanding and Handling Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
- Handling Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After-call Work
- How to Enter Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Pre-recorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- How to Collect a Voice Signature
- How to Schedule a Follow-up Activity
- How to Send SMS Messages
- Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
- Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- How to Send Chat Messages
- How to Send and Receive Pictures and Documents
- How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- Handling Multiple Chat Sessions
- Handling Mobile Interactions
- Handling Email
- General Information About Handling Email
- Understanding Email Cases and Threads
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Your Personal Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Compose a Reply
- How to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
- Other Useful Functions
- 1 Dashboard
- Ways to Request Assistance
- How to Use Internal Chat
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- Ending Your Working Session
- Error Messages
Agent Guide
Dashboard
Depending on your contact center configuration, you may be able to get some feedback from the system about your personal performance, general performance of your team, and/or the status of the services that you team provides (e.g., current number of calls in the service queue). If your system is configured to provide such information, you will see it in the middle of the application’s status bar (the same bar that is used to display and select your current state).
Since the dashboard is fully customizable, you will get a detailed description of the metrics and instructions about how to correctly interpret them from your system administrator. Note the following general considerations:
- All metrics reflect performance in real time and are updated automatically, usually every 15 seconds. Some metrics may show an immediate status only (e.g., current number of calls in the service queue) while others may show total result for the current working day (e.g., total number of service interactions handled since the beginning of the shift until present moment).
- If you handle interactions for several different services/campaigns, metrics related to those services will be displayed for one service at a time, usually along with the name of the service that they relate to. The dashboard will automatically rotate displayed services. To look up metrics for a particular service immediately, click the circle corresponding to that service under the metrics line.
- Some metrics may be configured to display more than one value, for example CH: 21/28 (4th). The first value will usually indicates your personal performance, the second is the performance of the agent closest to you in current ranking, and the third is your personal ranking within the team based on comparison of the current value of the given metric for all members of the team. Your system administrator may provide additional explanation regarding the format of each displayed metric.