WebAgent User Guide for Supervisor

Initiation a Supervisor Listen

In the Dialogues tab of the overview you can see which dialogues (inbound 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). A 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.) are connected to the own agent (Personal), waiting in queue (Waiting), or connected to other agents (Connected). You will see the name, number or email address and time in the queue or connected to an agent.

In the Connected Dialogues you can select which conversation you want to listen in on.

The Contact Information section displays additional information about the selected contact. If the information is available in the back-office system, it will be displayed here. However, if the contact cannot be found or there are multiple results, you can use the Contact Search function to locate the contact.

To use the Contact Search function, click on the relevant button and enter the contact details, such as their name or phone number. Once you have entered the required information, click on "Search" to initiate the search process. If the contact is found, click the Select button and their information will be displayed in the contact information section.

If the wrong contact has been selected, you can also use the Deselect button to clear the Contact information. From here you can initiate a new Contact Search again.

In addition to displaying the current contact's information, the contact information panel also displays the previous contacts made by the customer. This information is obtained from the Timeline sessions and shows all contacts, sorted in alphabetical order.

The previous contacts list provides a quick and easy way to view the history of the customer's interactions with your organization.

Please note that the previous contacts list may not include all interactions, as it is dependent on the data collected and stored in the CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database.

The timeline feature allows you to view information about previous interactions with the customer. To access the timeline, click on the icon. This will load all the contact moments associated with the customer's information.

In the top bar of the timeline, you can scroll through the various dialogues and interactions. By clicking on a specific dialogue or interaction, you can view more details about that contact moment. These details include information about the skills used, the agent who handled the contact, and whether the dialogue was transferred or not.

The timeline feature provides a comprehensive overview of the customer's interactions with your organization. This information can be used to identify patterns, track customer behavior, and improve overall customer service.

Please note that the timeline feature only displays information about previous interactions with the customer, not the current one. If you require assistance with the current contact, please refer to the relevant sections of the platform or consult with your supervisor or team leader for guidance.

If there are any cases associated with the customer, you can view them by clicking on the Cases tab. This will load all the relevant CRM service cases for the selected contact.

If a URL is available for a particular case, you can click on it to open a new tab that will load your back-office application. This will allow you to view additional details and information about the case, such as notes, comments, and updates.