OneCloud has had extensive call center capabilities available through the portal for users who manage or participate in call queues. These statistics and features are now available on the WebPhone.
The functionality is on by default, and available when a user logs in with a scope of Agent or Call Center Supervisor.
This offers more freedom to choose the area in which to work, as well as saves users from switching between sites for the information they may need. With the Contact Center, it is possible for an agent to complete the lion’s share of their work in the WebPhone.
For Agent and Supervisor scopes, the Contact Center icon will appear as a new menu selection on the left. When selected, you will be presented with the My Queues and My Stats tabs.
This displays the queues you are assigned to. See your queue status, the number of agents assigned, and the number of people waiting. From here, you can log in and out of specific queues by clicking the log our/ log in icon to the right of the queue name.
Clicking on the queue name will display additional information. The tabs will show calls waiting and queue agents.
Incoming calls will identify which queue they’re coming from, and when completed.
This displays user stats using charts. Stat charts include:
- Calls per hour
- Calls per day
- Calls per queue
- Today’s Queue Stats
Specific charts can be added as cards to your personal desktop area by pressing the plus sign next to the chart.
The general status displayed on the upper right will control the status for all the queues. If you’d like to manage queues individually, you can do so in the My Queues tab of the Call Center section.
Queue status options include:
- Go Online/Offline
- Single Call
Call dispositions are now available in the WebPhone as well, allowing agents to record notes on calls via a popup when the call is complete. You can opt for a disposition card to be displayed to record the reason and resolutions for the call. These can be set for inbound and/or outbound calls.
Reach out to TelWare support to activate on Dispositions for your system.