🎧Agent handbook

Agent guidelines

We are going to divide the agent management handbook into the different topics mentioned below.

Agent Session

We describe everything inherent to the agent's session in this section.

• Login

• Agent console

• Pauses

• Logout

Manual Campaign

The agent and the operation in manual campaigns.

• Manual calls from contact list (Manual calls from contact list)

• Manual calls dialing from the webphone(Manual calls dialing from the webphone)

• Calls to numbers without existing (Calls to numbers without existing contact)

Preview Campaign

The agent and the operation in preview campaigns.

• Preview campaigns

Dialer Campaigns

The agent and the operation in campaigns with predictive dialer.

• Agente en modo predictivo

• Cómo realizar una llamada manual

Inbound Campaigns

The agent and the operation in inbound campaigns.

• Atención de llamadas entrantes

• Gestión de contactos

Whatsapp campaigns

The agent and the operation in Whatsapp campaigns.

• Mensajes de Whatsapp

Actions on calls

When an agent is on a call, they have different features at their disposal that optimize call management.

• Llamadas hacia otros agentes

• Llamadas externas sin campaña asociada

• Poner en espera una llamada

• Transferencias y conferencias

• Observar grabación de llamada

• Grabar llamada bajo demanda

• Agendamiento de llamadas

Agendas, grades and contacts

The agent has different menus for managing campaign contacts.

• Listado de contactos de la campaña

• Agendas pendientes

• Histórico de calificaciones del agente

• Búsqueda de grabaciones del agente