Dialogue Cloud

Getting started as Reception Agent

Need to know

As an reception agent you are responsible for handling dialogues, these can be calls, chats, emails or more. Good to know is that Anywhere365 uses a hunting mechanism. In this mechanism we try to get the right agent at the right time. An important part is the presence of your Attendant client. If your are available on Microsoft Teams, you are available for a dialogue.

 

Applications

As an agent you have access to the reception attendant to help you in your daily operations.

 

Sign into a UCC (Formal Agent)

Formal agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. first need to sign in to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. This can be done by using the GUI of the WebAgent.

 

Getting a dialogue

As an active agent you will automatically receive dialogue. Additional you can take the calls directly from the queue. This can be done by using the GUI of the WebAgent.

 

Outside a dialogue

When you are not available for dialogue you can set a reason code. This will inform you colleagues and supervisor what you are doing. This can be set using the GUI of the WebAgent.