myAgent User Guide A31003-P3010-U106-16-7619
Our Quality and Environmental Management Systems are implemented according to the requirements of the ISO9001 and ISO14001 standards and are certified by an external certification company. Copyright © Unify GmbH & Co. KG 03/2014 Hofmannstr. 51, 81379 Munich/Germany All rights reserved. Reference No.
Contents Contents 1 About this Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 1.1 Types of Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 1.2 Display Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 2 Introduction .
Contents 5.5 Wrapup time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 5.5.1 How to Extend the Wrapup Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 5.5.2 How to End the Wrapup Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 5.6 Agent Callback . . . . . . . . . . . .
Contents 6.2.6 How to Save an E-Mail as an EML File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.2.7 How to Send an E-mail by E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.2.8 How to Monitor Calls (Country Dependent) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.2.9 How to Override a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 13 Appendix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 13.1 Agent Functions Independent of the Authorization Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 13.2 Notes on Using myAgent and UC Suite Clients Simultaneously . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 13.3 Notes on the Use of DECT Phones . . . . . . . . . . . . . . .
About this Documentation Types of Topics 1 About this Documentation This section contains some introductory information on this documentation. Related Topics 1.1 Types of Topics The types of topics include concepts and operating instructions. Type of topic Contents Title Concept Explains the "What". without a verb as in "Queue Details" or with a gerund as in Displaying the Queue Details. Operating instructions Describe task-oriented application Starts with "How to" cases – i.e.
Introduction myAgent 2 Introduction This document is intended for the users of myAgent and describes its installation, configuration and operation. Related Topics 2.1 myAgent myAgent is a convenient application for the distribution and handling of calls, faxes and e-mails to and by the agents of a Contact Center.
Introduction User Interface Elements 1 2 3 4 5 6 • the area Telephony (1) with – a drop-down list for call numbers The drop-down list contains up to ten previously dialed numbers and serves as an input field for numbers to be dialed or names to be found.
Introduction User Interface Elements Symbol Function • Login • Logout Available Wrap up Break Assistance Internal directory Search Caller list Reports (only for agents with the Supervisor or Administrator authorization level) Setup Admin (only for agents with the Supervisor or Administrator authorization level) Help • Agent Binding List (3): Shows the assignment of agents to queues as well as the current agent status.
Introduction User Interface Elements • – Wallboard Shows call, fax and e-mail statistics for the current day in tabular form. – Grade of Service graph Shows call, fax and e-mail statistics for the current day in graphical form. – Average Times graph Shows statistical details on the waiting times and talk/reading times for the queued calls, faxes and e-mails on the current day in a graphical chart.
Installing and Starting myAgent How to Install myAgent 3 Installing and Starting myAgent This section provides you with details on the procedures for installing and starting myAgent and for updates and upgrades. NOTICE: Please make sure that you refer to the current notes in the ReadMe first file, which is located in the storage directory of the install files. Related Topics 3.1 How to Install myAgent Prerequisites • The install file CommunicationsClients.exe is available to you.
Installing and Starting myAgent How to Start myAgent Step by Step 1) Click Start > Program Files > Communication Clients > myAgent. You will then be presented with the login screen. 2) Enter your user name in the Login Name field. This is usually your call number. If you have any questions, please contact the administrator of your communication system. 3) Enter your password, which must consist of only digits, in the Password field. The default password when logging in for the first time is 1234.
Installing and Starting myAgent How to Uninstall myAgent Related Topics Related Topics • How to Install myAgent • How to Log into a Queue 3.3 How to Uninstall myAgent Step by Step 1) Close myAgent. INFO: Please make sure that you refer to the notes in the ReadMe first file. 2) Select one of the following options: • Windows XP: Double-click in the Control Panel on Software. Click on the CommunicationsClients item and then on Edit.
Installing and Starting myAgent Automatic Updates 3.4.1 How to Perform Automatic Updates Prerequisites • You have received a message such as: Client update available. Please wait while the update is done. Please close the following programs to continue the update: [...]. › Close the named programs. Step by Step Next steps Restart myAgent after the automatic update.
First Steps How to Select the User Interface Language 4 First Steps The First Steps describe the recommended actions to be taken right at the beginning. Select the language Select the language of the user interface of myAgent. Logging into Queues Log into the queue(s) to be available for calls, faxes and e-mails. Custom Configuration You can configure myAgent to suit your requirements, e.g., to customize its behavior for calls. For details on the various configuration options, see Configuration.
Functions for Agents with the Authorization Level of an Agent Queues 5 Functions for Agents with the Authorization Level of an Agent A number of convenient functions for handling calls, faxes and e-mails are offered to Contact Center agents with the Agent authorization level via the Contact Center client myAgent. Related Topics 5.1 Queues A queue lines up incoming calls, faxes and e-mails sequentially based on their time of arrival and distributes them to available agents.
Functions for Agents with the Authorization Level of an Agent List of Contact Center Calls • If you are not conducting a call at present and are not receiving a contact center call, click on Log Out in the tool bar. • If you are conducting a call at present or receiving a contact center call, close myAgent. INFO: Any pending contact center call for you will be returned to the queue when you close myAgent. Related Topics 5.
Functions for Agents with the Authorization Level of an Agent Call Processing – • • • For a fax or e-mail: fax number or e-mail address of the sender, if transmitted Last Name – For a call: Last Name of the caller, if available with the phone number in the external directory – For a fax or e-mail: Last Name of the sender, if available with the fax number or e-mail address in the external directory First Name – For a call: First Name of the caller, if available with the phone number in the external
Functions for Agents with the Authorization Level of an Agent Call Processing the Supervisor or Administrator authorization level can define the wrapup reasons intended for a queue in the WBM and organize them into groups. When doing so, he or she also defines whether the specification of a wrapup reason is mandatory. You can also specify multiple wrapup reasons for a call.
Functions for Agents with the Authorization Level of an Agent Call Processing 5.3.2 How to Add Contact Details of the Current Caller Step by Step 1) Click on Caller Information in the screen pop of the incoming myAgent call. 2) Enter the Title, First Name, Last Name and Company and then click Save. Related Topics 5.3.3 How to Add Information on the Current Caller Step by Step 1) Click on Caller Information in the screen pop of the incoming myAgent call. 2) Click Add.
Functions for Agents with the Authorization Level of an Agent Fax and E-mail Processing 2) If relevant, enter a wrapup reason; see How to Specify a Wrapup Reason. 3) Click on Close to close the screen pop of the incoming myAgent call. Related Topics 5.3.7 How to Specify a Wrapup Reason Prerequisites • Simple wrapup or multiple wrapup has been enabled for the relevant queue. Step by Step 1) Select one of the following options: • Click on Wrap up in the screen pop of the incoming myAgent call.
Functions for Agents with the Authorization Level of an Agent Fax and E-mail Processing • Perform a wrapup: During the wrapup, you can assign the received faxes and e-mails to specific categories (orders, complaints, service, etc.). The assignment is made during the wrapup period by selecting a wrapup reason. An agent with the Supervisor or Administrator authorization level can define the wrapup reasons intended for a queue in the WBM and organize them into groups.
Functions for Agents with the Authorization Level of an Agent Fax and E-mail Processing • Dial button • Reschedule button • Answer • Reply • History Related Topics 5.4.1 How to Accept a Fax Step by Step › Click on Answer in the screen pop of the received fax. The contents of the fax is displayed on the screen as a PDF or TIFF file. Related Topics 5.4.2 How to Accept an E-mail Step by Step › Click in the Received Email screen pop on Answer. Related Topics 5.4.
Functions for Agents with the Authorization Level of an Agent Fax and E-mail Processing 5.4.6 How to Complete an E-mail Prerequisites • You have finished processing the e-mail. Step by Step 1) Select the check box This e-mail is completed in the screen pop of the email. 2) Click Close. Related Topics 5.4.7 How to Flag a Fax for Follow-Up Prerequisites • You have accepted the fax, but not finished processing it as yet. Step by Step 1) Click on Reschedule in the screen pop of the fax.
Functions for Agents with the Authorization Level of an Agent Fax and E-mail Processing 5.4.10 How to Display the History of the Current E-mail Sender Step by Step › Click in the Received Email screen pop on History. Related Topics 5.4.11 How Specify a Wrapup Reason for a Fax Prerequisites • Simple wrapup or multiple wrapup has been enabled for the relevant queue. Step by Step 1) Click in the Inbound Fax screen pop on Wrap up.
Functions for Agents with the Authorization Level of an Agent Wrapup time Step by Step 1) Click in the Received Email screen pop on Wrap up. 2) Select one of the following options: If Then Simple wrapup is enabled for the relevant queue. Select the check box for the desired wrap up reason. Multiple wrapup has been enabled for the relevant queue. Click on the desired group of wrapup reasons. Select the check box(es) for the desired wrapup reason(s).
Functions for Agents with the Authorization Level of an Agent Agent Callback 5.6 Agent Callback Agent callback enables a caller in the queue to leave a voicemail (callback request) for agents. The voicemail retains the position of the original caller in the queue. As soon as an appropriate agent becomes free, that agent receives a call, hears the voicemail left by the caller, and can then call back that caller. If the agent reaches the caller, he or she can flag the callback as completed.
Functions for Agents with the Authorization Level of an Agent Recording Calls and Requesting Assistance Step by Step 1) Click on Hang Up in the screen pop of the call. 2) Click Reschedule. 3) Select the desired Date and the desired Time and click on OK. 4) Click Close. Related Topics 5.
Functions for Agents with the Authorization Level of an Agent Recording Calls and Requesting Assistance Related Topics Related Topics • How to Listen to the Recording of a Caller from the Caller List 5.7.2 How to Request Assistance from Agents with the Supervisor or Administrator Authorization Level Prerequisites • You have accepted a call. Step by Step 1) Click on Assistance in the toolbar.
Functions for Agents with the Authorization Level of an Agent Call Functions 5.8 Call Functions You can use myAgent to make calls, place calls on hold or transfer calls. You can usually perform call functions in the myAgent Inbound Call screen pop as well as the Telephony area of the myAgent main window. Placing a Call on Hold The party placed on hold hears Music On Hold or an announcement until you resume the call.
Functions for Agents with the Authorization Level of an Agent Call Functions • Enter the first few letters of a name (at least 3 characters) in the dropdown list for phone numbers. All names starting with the entered letters are displayed in a list. Select the desired name. • Select a phone number or a name from the drop-down list for phone numbers. 2) Click on Dial or press the Enter key. Related Topics Related Topics • Call Number Formats 5.8.
Functions for Agents with the Authorization Level of an Agent Call Functions Step by Step › Click on the relevant Attendant button. Related Topics Related Topics • Attendant Buttons 5.8.5 How to Place a Call on Hold Step by Step 1) Select one of the following options: • Click on Hold in the screen pop of the incoming myAgent call. • Click on Hold in the Telephony area of the myAgent main window.
Functions for Agents with the Authorization Level of an Agent Call Functions • Click on Transfer in the Telephony area of the myAgent main window. 2) In the screen pop, click Transfer on the Users tab. 3) Select the Display only agents check box. 4) Click on the desired agent and then on Transfer. 5) If you receive a screen pop with the prompt: Does the other party wish to accept this call?, click Yes. 6) Click Close.
Functions for Agents with the Authorization Level of an Agent Call Functions • Click on the Users tab. Clear the Display only agents check box. Click on the desired station and then on Transfer. • Enter the call number of the desired subscriber in the Destination field and then click Transfer. 3) If you receive a screen pop with the prompt: Does the other party wish to accept this call?, click Yes. 4) Click Close. INFO: After the transfer, the call is no longer treated as a Contact Center call.
Functions for Agents with the Authorization Level of an Agent Caller list 5.8.12 How to Accept a Call with an Attendant Button Prerequisites • The Attendant Buttons are displayed; see How to Display Attendant Buttons. • The call is signaled at an agent for whom you have assigned an Attendant button. › Click on Call Pickup in the context menu of the Attendant button. Step by Step After taking the call, you can read and edit the information for the current caller and also perform the wrap-up.
Functions for Agents with the Authorization Level of an Agent Caller list • Queue • Agent / State (call number of agent / status of call, fax or e-mail, e.g.
Functions for Agents with the Authorization Level of an Agent Caller list 5) In the Group By drop-down list, select whether the entries should be grouped, and if so, by which criterion. 6) Select one of the following options for inbound calls: • If you want to display your inbound calls, select the Inbound Calls check box. • If you do not want to display your inbound calls, clear the Inbound Calls check box.
Functions for Agents with the Authorization Level of an Agent Caller list 5.9.2 How to Display the History of a Caller in the Caller List Prerequisites • The Caller list is displayed; see How to Display the Caller List. Step by Step 1) Double-click on the desired call in the caller list. 2) Click on History in the screen pop. Related Topics 5.9.3 How to Display the History of a Fax Sender from the Caller List Prerequisites • The Caller list is displayed; see How to Display the Caller List.
Functions for Agents with the Authorization Level of an Agent Break • If you want to listen to the recording through the handset of your telephone, click on Play through phone. Related Topics Related Topics • How to Record Calls as an Agent with the Agent Authorization Level • Recording Calls as an Agent with the Supervisor or Administrator Authorization Level 5.10 Break On starting a break, you specify the type and scheduled duration of your break.
Functions for Agents with the Authorization Level of an Agent Grade of Service Supervisor or Administrator, you can see all queues as well as their total values.
Functions for Agents with the Authorization Level of an Agent Average Times 5.12.1 How to Display the Grade of Service Graph Step by Step › Click in the display area of the myAgent main window and select Grade Of Service. Related Topics 5.13 Average Times The Average Times graph shows a bar diagram in real time with statistical information on waiting periods in queues and talk times for the current 24-hour period.
Functions for Agents with the Supervisor or Administrator Authorization Level Agent Assignment (Binding) 6 Functions for Agents with the Supervisor or Administrator Authorization Level An agent with the authorization level of a Supervisor or Administrator has elevated privileges. Besides the usual functions available to the agent authorization level, supervisors and administrators can access additional functions in myAgent.
Functions for Agents with the Supervisor or Administrator Authorization Level Agent Assignment (Binding) The Agent Binding List shows which agents are assigned to which queues. You can optionally select whether these assignments should be displayed for all queues or for certain queues only. Agent Status In the Agent Binding List, the symbol for an agent provides information on his or her status.
Functions for Agents with the Supervisor or Administrator Authorization Level Agent Assignment (Binding) Symbol Status Overdue after call, fax or e-mail Available for calls, faxes and e-mails – After completing a call or reading a fax or e-mail, the agent has left the associated screen pop open for too long. In order to be available for calls, faxes and e-mails again, the agent must close the screen pop.
Functions for Agents with the Supervisor or Administrator Authorization Level Agent Assignment (Binding) INFO: Whenever a logged in agent changes his or her presence status in myPortal for Desktop, myPortal for Outlook, myPortal for Mobile or myPortal for OpenStage, that agent is automatically logged out from the queue. Related Topics 6.1.1 How to Customize the Display of the Agent Binding List Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator.
Functions for Agents with the Supervisor or Administrator Authorization Level Agent Assignment (Binding) • If the agent is to receive calls, faxes and e-mails without regard to the load on the queue, activate the radio button Primary Agent. • If the agent is to receive calls, faxes and e-mails only when the queue overflows, activate the radio button Overflow Agent. 3) Enter a percentage value for the Skill Level of the agent.
Functions for Agents with the Supervisor or Administrator Authorization Level Agent Assignment (Binding) • If the agent is to receive calls, faxes and e-mails without regard to the load on the queue, activate the radio button Primary Agent. • If the agent is to receive calls, faxes and e-mails only when the queue overflows, activate the radio button Overflow Agent. 3) Enter a percentage value for the Skill Level of the agent.
Functions for Agents with the Supervisor or Administrator Authorization Level Agent Assignment (Binding) • If the agent is to receive calls, faxes and e-mails only when the queue overflows, activate the radio button Overflow Agent. 3) Enter a percentage value for the Skill Level of the agent. Skill levels enable you to control the distribution of calls, faxes and e-mails to agents in a queue. Agents with higher skill levels are given preference during the distribution.
Functions for Agents with the Supervisor or Administrator Authorization Level Monitoring Calls and Requesting Assistance 6.1.6 How to Change the Status of an Agent Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator. • The agent in question has started myAgent. Step by Step 1) Click on the relevant agent in the Agent Binding List.
Functions for Agents with the Supervisor or Administrator Authorization Level Monitoring Calls and Requesting Assistance Position of a Call in a Queue You can move a waiting call to the first position in the queue to allow it to reach the next available agent faster. Assistance The Agent Assistance Requests screen pop shows you a list of all agents who are currently requesting assistance.
Functions for Agents with the Supervisor or Administrator Authorization Level Monitoring Calls and Requesting Assistance 6.2.2 How to Save the Recording of a Call as a WAV File Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator. • The Caller list is displayed; see How to Display the Caller List. Step by Step 1) Click on the desired call in the Caller list. 2) Click on Save As in the context menu of this call.
Functions for Agents with the Supervisor or Administrator Authorization Level Monitoring Calls and Requesting Assistance Related Topics 6.2.5 How to Send a Fax by E-mail Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator. • The Caller list is displayed; see How to Display the Caller List. Step by Step 1) Click on the desired fax in the Caller list. 2) Click on Send in Email in the context menu of this fax message.
Functions for Agents with the Supervisor or Administrator Authorization Level Monitoring Calls and Requesting Assistance 3) Enter the e-mail address of the desired recipient in the Recipients field. 4) Enter the desired text for Subject and Message. 5) Click Send. The e-mail is sent as an EML file in the attachment of the e-mail. Related Topics 6.2.8 How to Monitor Calls (Country Dependent) Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator.
Functions for Agents with the Supervisor or Administrator Authorization Level Monitoring Queues 6.2.11 How to Accept a Request for Assistance Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator. • The Agent Assistance Requests screen pop is displayed. Step by Step 1) Click on the entry of the agent whose request you want to respond to. INFO: If you want to sort the agent list in alphanumeric ascending order, click on the title of the corresponding column.
Functions for Agents with the Supervisor or Administrator Authorization Level Monitoring Queues Symbol Status Normal Alarm for number of waiting calls, faxes and e-mails The number of waiting calls, faxes and e-mails in this queue has exceeded the threshold value. For each queue, an alarm threshold value for the number of waiting calls can be configured in the WBM by an agent with the authorization level of a Supervisor or Administrator.
Functions for Agents with the Supervisor or Administrator Authorization Level Other Features 6.3.2 How to Activate or Deactivate the Warning Tone Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator. Step by Step 1) Click on Setup in the tool bar. 2) Click on My Preferences > General Settings.
Directories Other Features 7 Directories Directories organize your contacts. myAgent provides the following directories, which support the following functions: Symbol Directory Make Call Internal Directory Search Change Send by name presence Instant status Message X X X X X X – – X X – – Contains internal subscribers (contacts) with their Presence status (only system telephones) and their additional phone numbers.
Directories How to Search in Directories External 1, External 2, Home Ph., Business Ph., E-mail, Department, Site. The width of all columns is variable. Sorting Contacts in the Internal Directory You can sort the contacts of the internal directory by any column in ascending or descending alphanumeric order. The direction in which the triangle at a column header is pointing indicates the ascending or descending order.
Directories How to Sort the Internal Directory 7.2 How to Sort the Internal Directory Step by Step 1) Click on Internal directory in the tool bar. 2) Click on one of the column titles of the internal directory, e.g., Last Name, to sort the contacts by this criterion in ascending alphanumeric order. 3) If you want to reverse the sort order, click again on column header.
Instant Messaging How to Send an Instant Message 8 Instant Messaging Instant messaging allows the exchange of texts as instant messages with an internal subscriber. Sent and received instant messages are displayed to you and your communication partner as a dialog in the Instant Message window. The window Instant Message also shows the current status of the relevant internal subscriber. For example, for the subscriber John Doe: • John Doe is offline The subscriber John Doe is logged out (offline).
Attendant Buttons How to Display Attendant Buttons 9 Attendant Buttons Attendant buttons show the name and presence status of internal subscribers. They offer a quick way to call these subscribers or transfer calls to them. You can set up multiple tabs for Attendant buttons, e.g., for different departments. Ninety Attendant buttons are available on a tab. If no name exists, the phone number is displayed. The Attendant buttons on a tab are sorted by Last Name in alphanumeric ascending order by default.
Attendant Buttons How to Automatically Assign Attendant Buttons 9.3 How to Automatically Assign Attendant Buttons Step by Step 1) Click on Setup in the tool bar. 2) Click on My Preferences > Attendant Buttons. 3) Click on the Group Setup tab. 4) Click on Auto-Populate Attendant Groups. 5) Select one of the following options in the Create groups based on dropdown list. • If you want a tab to be created for every Department, click Department. • If you want a tab to be created for every Site, click Site.
Attendant Buttons How to Remove a Subscriber from an Attendant Button 9.5 How to Remove a Subscriber from an Attendant Button Prerequisites • The Attendant Buttons are displayed; see How to Display Attendant Buttons. Step by Step 1) Click on the desired tab with Attendant buttons. 2) Select Remove in the context menu of the appropriate Attendant button. Related Topics 9.6 How to Add a Tab with Attendant Buttons Step by Step 1) Click on Setup in the tool bar.
Attendant Buttons How to Change the Order of Tabs for Attendant Buttons • Click Move Down. 5) Repeat steps 3 through 4 as required. 6) Click OK.
Reports How to Change the Order of Tabs for Attendant Buttons 10 Reports As an agent with the Supervisor or Administrator authorization level, you can use predefined report templates to create reports for calls, queues, agents, grades of service (GOS) and wrapup reasons in myAgent. Before creating a report, report parameters must be set to determine the period (date, time) and entities (agents, queues, etc.) should be measured.
Reports How to Change the Order of Tabs for Attendant Buttons Report template Abandoned Calls Statistics Description Table with number and percentage of calls abandoned by callers before reaching an agent, per queue Q- times for callers at 30-second intervals per queue Total values for all calls, faxes and e-mails Abandoned Calls Per Hour Bar chart and table with number and percentage of calls abandoned by callers before reaching an agent, per hour Optionally only during configured business hours Perce
Reports How to Change the Order of Tabs for Attendant Buttons Report template Contact Center Calls Description Table with call ID, time of call, agent, queue, Q-time, CLI (phone number/fax number/e-mail address) and customer name/company name for all calls, faxes and e-mails classified as missed, abandoned and answered calls, faxes and e-mails on a daily basis Optionally only during configured business hours INFO: A missed call, a missed fax or a missed e-mail to an agent may also appear as a received cal
Reports How to Create Reports Report template Description Queue Summary Details Bar chart and table with number of answered and aborted calls, faxes and e-mails, number of remaining calls, maximum, minimum and average Q-time for answered and abandoned calls, faxes and e-mails and maximum, minimum and average talk/reading time for answered calls, faxes and e-mails for the selected queue Average Grade of Service for the selected queue INFO: Remaining calls are calls that were, e.g., handled by a non-agent.
Reports How to Create Reports Step by Step 1) Click in the tool bar on Reports and then on the desired report template. 2) Use the report parameters to define the time period and, if necessary, entities to be measured (queues, agents). INFO: The report parameters depend on the selected report template. 3) If the Business Hours Only check box appears, select one of the following options: • If you want to restrict the reporting period to business hours, select the Business Hours Only check box.
Presence Status How to Create Reports 11 Presence Status The Presence status provides information on the availability of internal subscribers (including Mobility Entry stations). It is shown in the internal directory and on the Attendant buttons. As an agent with the authorization level of a Supervisor or Administrator, you can change the presence status of other subscribers via the internal directory or the Attendant buttons.
Presence Status How to Change the Office Presence Status of a Subscriber Symbol Presence or connection status Subscriber receives a call Subscriber is calling The subscriber is on the phone Mobility Entry station receives a call or is calling Mobility Entry station is on the phone Presence status is not visible Phone is not connected INFO: For subscribers without system telephones (e.g.
Presence Status How to Change the Presence Status of a Subscriber to Office Step by Step 1) Select one of the following options for selecting the subscriber: • If you want to select the subscriber via the internal directory, proceed as follows: Click on Internal directory in the tool bar. Click on the relevant station in the internal directory. Select the relevant presence status under Change Status in the context menu.
Configuration How to Change the Presence Status of a Subscriber to Office 12 Configuration You can configure myAgent to suit your requirements, e.g., to customize its behavior for calls. Defining Additional Phone Numbers In addition to your office phone number (extension), you can specify your mobile phone number, two different external numbers and your home phone number. For each of these numbers, you can configure whether or not they are to be displayed in the internal directory.
Configuration How to Change the Presence Status of a Subscriber to Office – Display Call Overview (2) Display of Queue, Call ID, Phone Number, Callback Number – Display Contact Details (3) Display of Customer ID, Title, First Name, Last Name, Company – Display History (3) Display of detailed information about all previous calls from the same caller – Display Contact Notes (4) Display of information about the current caller 1 2 3 4 The Assistance and Wrapup symbols are always displayed, regardles
Configuration How to Change the Password Hotkeys Through the use of hotkeys, you can speed up your work with myAgent.
Configuration How to Change the Language of the User Interface 3) Click on Change Password. 4) Enter your current password in the Old password field. NOTICE: If the wrong password is entered five times, access to all Contact Center and UC Suite clients will be locked. Unlocking is only possible by the administrator of your communication system. 5) Enter your new password, which must consist of only digits and include at least six digits, in the New password and Confirm password fields.
Configuration How to Define an Additional Phone Number 12.4 How to Define an Additional Phone Number Step by Step 1) Click on Setup in the tool bar. 2) Click on Personal Details > My Personal Details. 3) Enter an additional phone number in dialable format or in canonical format in one of the following fields: Mobile Number, External Number 1, External Number 2, Private Number or Assistant Number.
Configuration How to Provide your own Picture john.public@oso.example-domain.com), without the domain name. The XMPP alias must be unique within the domain. INFO: You should provide other XMPP communication partners with your full XMPP ID (e.g., xmpp:john.public@oso.example-domain.com), i.e., including the domain name. If required, ask the administrator of your communication system for the domain name. 4) Click OK. Related Topics 12.
Configuration How to Configure Screen Pops Step by Step 1) Click Setup. 2) Click on My Preferences > Queue Visibility. 3) Select the check boxes for the queues to be displayed in the agent binding list. 4) Clear the check boxes of the queues that are not to be displayed in the agent binding list. 5) Click OK. Related Topics 12.10 How to Configure Screen Pops Step by Step 1) Click Setup. 2) Click on My Preferences > Popup Configuration.
Configuration How to Enable or Disable Screen Pops to Accept a Call • If you want the Contact Notes area to be displayed in the screen pop, select the Display Contact Notes check box. • If you do not want the Contact Notes area to be displayed in the screen pop, clear the Display Contact Notes check box. 8) Click OK. Related Topics 12.11 How to Enable or Disable Screen Pops to Accept a Call Step by Step 1) Click Setup. 2) Click on My Preferences > Notifications.
Configuration How to Enable or Disable the Display of the myAgent Main Window on Ending a Call 12.13 How to Enable or Disable the Display of the myAgent Main Window on Ending a Call Step by Step 1) Click Setup. 2) Click on My Preferences > Notifications. 3) Select one of the following options: • If you want the myAgent main window to appear automatically in the foreground on completing a call, select the check box Pop up application on call termination.
Configuration How to Activate or Deactivate a Global Hotkey 3) Select one of the following options: • If you want to enable dialing by entering a name, select the Perform Live Search check box. • If you want to disable dialing by entering a name, clear thePerform Live Search check box. 4) Click on OK. Related Topics 12.16 How to Activate or Deactivate a Global Hotkey Step by Step 1) Click on Setup in the tool bar. 2) Click on My Preferences > Hot Keys in the menu bar.
Configuration How to Reset Hotkeys for the Application 12.18 How to Reset Hotkeys for the Application Step by Step 1) Click on Setup in the tool bar. 2) Click on My Preferences > Hot Keys in the menu bar. 3) Click on Reset. 4) Click OK. Related Topics 12.19 How to Start the WBM Prerequisites • You are an agent with the authorization level of a Supervisor or Administrator. › Click on Admin in the tool bar.
Appendix Agent Functions Independent of the Authorization Level 13 Appendix The Appendix provides details on the different authorization levels (classes of service) of contact center agents, possible restrictions on using system features, and the various call number formats. In addition, it also includes notes on the simultaneous usage of myAgent and other UC Suite clients via one UC Suite user account. Related Topics 13.
Appendix Notes on Using myAgent and UC Suite Clients Simultaneously myAgent: Activity Authorization level (class of service) Agent Supervisor Administrator Save fax as file or send by e-mail – X X Save e-mail as EML file or send as EML file by e-mail. – X X Call monitoring (country dependent) – X X How to Override a Call – X X Accept a request for assistance – X X Create reports – X X Open WBM – X X Related Topics 13.
Appendix Notes on the Use of DECT Phones • Incoming calls to the station number of the agent The presence status of the subscriber is visible via myAgent. The calls appear only in the journal of myPortal. No transfer to the statistics of the Contact Center occurs, since these are not Contact Center calls. • Record a call The recording of calls via myPortal is not registered by myAgent. myAgent offers this function even if the recording of a call is already occurring via myPortal. Related Topics 13.
Appendix Restrictions on Using System Features • DECT telephone cannot be found If a contact center call exceeds the prescribed time for a call to be answered by the agent (e.g., because the contact center agent is out of range), the agent is automatically logged out of the queue or queues involved. Logging in again is only possible through myAgent. Related Topics 13.
Appendix Call Number Formats 13.5 Call Number Formats Call numbers can be specified in different formats. Format Description Example Canonical Begins with + and always +49 (89) 7007-98765 includes the country code, area code and the full remaining station number. Blanks and the special characters + ( ) / - : ; are allowed.
Index Index Index A administrator 85 agent 85 assign to a queue 46 login at queue by Supervisor/Administrator 50 logout from queue by Supervisor/Administrator 50 move to another queue 48 remove from queue 49 status change by Supervisor/Administrator 50 agent assignment 43 edit 47 agent assignment (binding) customize display of list 46 customize display of queues 79 agent binding list 44, 46 agent callback 28 end a callback 28 execute a callback 28 reschedule a callback 28 agent functions agent authoriza
Index contact 58 Contact Center use of DECT phones 87 contact details for caller 19 add 21 D data protection 66 dialable call number format 89 directory 58 search 59 sort 60 Display Conventions 7 E e-mail accept 24 complete 25 flag for follow-up 25 reply to 24 save as e-mail 53 send by e-mail 53 e-mail history 37 of current sender, display 26 e-mail history of sender display from caller list 39 e-mail processing 22 external directory 58 external offline directory (LDAP) 58 F fax accept 24 complete 24 flag
Index monitor 55 move agent 48 queue details 41 display 41 R recording 29, 50 recording of call listen to from the caller list 39 save as WAV file 52 send by e-mail 52 report 66 create 69 report templates 66 restrictions on system features 88 S screen pop for calls 20 for e-mails 23 for faxes 23 screen pops 74 configure 80 specify position 82 search 58 send instant message 61 setup 74 silent monitoring 50, 54 statistical information 17 supervisor 85 T transfer method 31 configure 33 U user interface change
