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Overview

The Agent Interface Options are settings that will control what the Agent sees in their Interface when they log in. You have control over what they see and don't see. You can customize the settings and create a template from an Access Control List (ACL).

We will start with a full walkthrough for accessing and configuring Agent Interface Options for a User. The subsections below these steps will provide explanations for each of the available settings.

Contents:

Before you Begin

The Agent Interface is where Agents do all their day-to-day activities. Here they will find all their tools devoted to contacting Leads.

For a basic introduction to the Agent Interface, see Agent Interface Overview.

Creating a New Agent ACL

1.) Click the Account main menu.

2.) Click the Users menu option.

The Show Users page will open.

Open Show Users.png

3.) Click the email address of the User.

Open User Settings.png

The User Settings page will open on the Credentials tab.

4.) Click the Agent Interface Options tab.

Click Agent Interface Options.png

Here, you will see a list of settings that control how your Agent sees and interacts with the Agent Interface.

Agent Interface Options.png

5.) Click the blue Create Profile to create a custom settings profile for this User.

  • Once created, you can apply this profile to other Users.

Click Create Profile - Agent Interface Options.png

6.) Type a Name for your new ACL in the Select Agent ACL field.

Name ACL - Agent Interface Options.png

7.) Configure the Agent Interface settings for this User.

  • For an explanation of each setting, check the subsections below these instructions.

8.) Scroll back up and click Save when you have completed your new profile.

Save New Profile.png

9.) Scroll to the bottom and click the blue Apply Changes button to ensure the new settings are applied to this User.

Apply Changes - Agent Interface Options.png

Editing an Existing Agent ACL

1.) Click the Account main menu.

2.) Click the Users menu option.

The Show Users page will open.

Open Show Users.png

3.) Click the email address of the User.

Open User Settings.png

The User Settings page will open on the Credentials tab.

4.) Click the Agent Interface Options tab.

Click Agent Interface Options.png

5.) Select an ACL in the Select Agent ACL drop-down.

Select Agent Profile - Agent Interface Options.png

  • If you want to use an existing profile without editing, skip to step 9.

6.) Click the blue Edit Profile button.

Edit Profile - Agent Interface Options.png

7.) Configure the Agent Interface Options.

  • For an explanation of each setting, check the subsections below these instructions.

8.) Scroll back up and click the blue Save button.

Save New Profile.png

9.) Scroll to the bottom and click the blue Apply Changes button to ensure the new settings are applied to this User.

Apply Changes - Agent Interface Options.png

Lead Data

Allow Altering Lead Data: This setting determines whether the Agent can edit information in the Lead Layout.

  • Yes - Agent is allowed to alter Lead information.

Unlocked Lead Info New.png

  • No - Agent is not allowed to alter Lead information.

Locked Lead Info New.png

Calling DNC

Allow Calling DNC: This setting determines whether the Agent can place manual calls to Leads on the Do Not Call List.

  • Yes - Agent is allowed to manually call phone numbers included in the DNC List.

Allowed to Manually Call DNC List.png

  • No - Agent cannot manually call phone numbers included in the DNC List. They will receive an error when they click the manual call button for DNC Leads.

DNC Number Error.png

HotKeys

Allow HotKeys: This setting allows the Agent to use keyboard shortcuts for Dispositions when enabled.

Note: This setting only works when Quick Dispositions are not used on the Campaign. See Enable Quick Dispositions and Configure in a Campaign to learn more about Quick Dispositions.

  • Enable - Agent is allowed to use Hot Keys, custom keyboard shortcuts for Dispositions.
  • Disable - Agent is restricted from using Hot Keys.

Manual Calls

Allow Manual Calls: This setting determines whether the Agent can make manual calls to Leads.

 

  • Yes - Agent can place Manual Calls to a Lead.

Manual Call button activated.png

  • No - Agent cannot place a Manual Call to Lead. The manual call button will be locked, preventing them from making the call.

Manual Call button Deactivated.png

Editing Phone Numbers

Allow Altering Phone Numbers: This setting determines whether the Agent can edit the Lead's phone number(s) in the Lead Layout.

 

  • Yes - Agent is allowed to edit Lead Phone Numbers.

Can Edit Lead Numbers.png

  • No - Agent is not allowed to edit Lead Phone Numbers. All phone number fields are locked, preventing the Agent from editing.

Can't Edit Lead Numbers.png

Note: If the Agent receives an inbound call and the Lead's phone number is invalid, then the Agent will not be able to set the Disposition of the Lead.

Lead Not Saved Error - Agent.png

  • The system will then allow the Agent to edit the phone number so they can proceed to Disposition that Lead.

Choosing Caller ID

Allow Agent To Choose CID: Allows the Agent to choose which Caller ID (CID) they can use for a manual call; either Campaign CID or Agent CID. Only functions if the Agent has a number assigned directly to their User Queue.

  • Yes - The Agent can choose the CID they use when making a manual call.

Choose CID - Agent.png

  • When enabled, Agent will see a button labeled ID in the Lead Layout beside the Manual Call button. Clicking the button will allow them to choose from Agent CID or Campaign CID.

Note: When the Agent does not choose one of the CID options, the system will use the Area Code-Based Caller ID configured on the Campaign.

 

  • No - The Agent cannot choose the CID when making a manual call. The ID button is hidden, preventing them from specifying a Caller ID.

Can't Choose CID - Agent.png

Alert Agent to New Calls

New Call Web Alert: This setting determines whether the Agent will see a notification on their screen when a new call comes in. 

  • Alert Agent - The Agent will see a notification on their screen for when a new call is coming in. This notification will be in addition to the default audible call alert in the Agent's headset.
  • Don't Alert Agent - The Agent will not see a notification on their screen when a new call is coming in. This does not affect the default audible call alert in the Agent's headset.

Recording Settings

Recording: This setting controls whether this User has their calls Recorded and their ability to start and stop Recording on a call. Unless there is a specific reason to have specific recording settings for a User, this is best managed at the Campaign or Queue level.

  • Use Campaign or Queue Settings - The Agent will use the Call Recording Settings of the Campaign they are logged in to.
  • Never - Call Recording is Off, and the Agent cannot turn it On.
  • On Demand - Call Recording is Off at the beginning, but the Agent will have a button to Start and Stop any time during the call.
  • All Call - Call Recording is On at the beginning of the call, but the Agent will have a button to switch it Off at any time.
  • Force all Calls - This will record all calls, and the Agent cannot turn it On or Off.

Record button - Active Call.png

 

Choose List

Allow Agent To Choose List: Determines whether Agents can choose which List their newly created Leads are assigned to. Requires the Agent has the ability to add New Leads to the system.

  • Use Campaign Settings - The Agent will use the Lead Creation settings of the Campaign they are logged in to.
  • Yes - The Agent can choose the assigned List for their newly created Leads.
  • No - The Agent cannot choose the assigned List for their newly created Leads.

List for New Lead.png

List for New Leads

Default List For New Leads: Determines the default List for Leads created in the Agent Interface by this User.

  • Use Campaign Settings - This default utilizes the Lead Creation settings from the Campaign the Agent is logged in to.
  • You can also choose any of the Lists within your Account.

List for New Lead.png

Skipping Leads

Skipping Leads In Preview Dial: This setting controls whether the Agent can Skip calling specific Leads when logged in to a Preview Dial Campaign.

  • Use Campaign Settings - The Agent's ability to skip Leads will be determined by the Dial Settings of the Campaign the Agent logs into. 
  • Allow Skipping Leads - The Agent can Skip Leads when Previewing before the system dials the number.

Skip Leads button - Agent Interface.png

  • Don't Allow Skipping Leads - The Agent cannot Skip Leads when Previewing before the system dials the number, so they do not see the Skip Leads button.

Preview Dial without Skip Leads - Agent Interface.png

Switching Campaigns

Allow Switching Campaigns: This setting determines whether the Agent is allowed to switch between different Campaigns in the Agent Interface.

  • Yes = The Agent can switch Campaigns after logging in by switching to an unavailable Status and selecting an alternate Campaign.

Switch Campaigns button - Agent Interface.png

  • No = The Agent cannot switch Campaigns while they are logged in. The Switch Campaigns button will be hidden. Instead, they will have to log out and back into a different Campaign.

No Switch Campaign.png

Create Leads

Show Create Lead Button: This setting determines whether the Agent can create new Leads in the Agent Interface.

  • Yes - The Agent will see a green Create Lead button they can use to add new Leads to your Account.

Create Lead button - Agent Interface.png

  • No = The Agent will not see the green Create Lead button and cannot create new Leads in the Account.

No Create Lead button - Agent Interface.png

Re-Dispositioning Calls

Allow Agent Re-Disposition Calls: This setting determines whether an Agent can re-disposition a Lead within the Agent Interface.

  • Yes - Agent can redisposition previous calls made to a Lead. The option to Re-Disposition will show in the More menu on the Lead Layout.

Redisposition Agent Interface.png

  • No - Agent does not have the option to redisposition previous calls made to a Lead.

No Redisposition in Agent Interface.png

Listen to Recordings

Allow Agent Listen To Recording: This setting determines if the Agent can listen to Call Recordings and whose Recordings they can access.

  • All - The Agent can listen to all Recordings in the Account.
  • Personal - The Agent can listen to all Recordings belonging to them.
  • None - The Agent cannot listen to any Recordings.

Call Logs Agent Interface.png

Setting Sources

Setting Sources: This setting determines which Lead Layout, Dispositions, and Script are displayed for a phone call.

Occasionally a Lead calls in that does not exist in the Campaign the User is logged in to, or a User makes a manual call to a Lead that does exist in the logged-in Campaign. 

  • Login Campaign - Displays the Lead Layout, Dispositions, and Script from the Campaign the Agent is logged in to.
  • Source Campaign - Displays the Lead Layout, Dispositions, and Script from the Campaign the Lead currently lives in.

Mask Lead Phone Numbers

Mask Phone Number: When enabled, this setting will mask all Leads' phone numbers within the Agent Interface.

  • Yes - All Lead phone numbers showing only as 10 Xs.

Masked Numbers - Agent Interface.png

  • No - All Lead phone numbers show normally.

Unmasked Numbers.png

 

Search by Lead ID Only

Allow Search By Lead ID Only: When enabled, the Agent can only search Leads by their ID number. 

  • Yes - Agents can only search Leads if they know their Identification number. 

Search only by Lead ID.png

  • No - The Agent can search Leads based on First Name, Last Name, Lead ID, or Phone Number.

Search Leads Normal.png

 

Hiding Filters

Hide Advanced Filters: When enabled, the Filters button in the Leads tab will be hidden in the Agent Interface.

  • Yes - Agent cannot see the Filters button, so they are unable to filter their Lead search by advanced filters such as Status.

Hidden Filters.png

No - Agent can see the Filters button, so they can add advanced filters to their Lead searches.

Filters Unhidden.png

 

Hiding Call History Tab

Hide Call History: When enabled, this setting hides the History tab the Agent can use to see their previous call history. 

 

  • Yes - The History tab is hidden from the Agent in the CRM panel.

Call History Hidden.png

  • No - The History tab shows in the CRM panel.

Call History tab .png

 

Caller ID

Manual Caller ID: Similar to Allow Agent to Choose CID, this setting determines the Caller ID Leads see when an Agent makes a manual call.

  • Use Agent Extension - The system will display the Agent's personal Extension every time they place a manual call.
  • Use Campaign or List Defaults - The system will display a Caller ID from the Campaign ACID List when placing manual calls.

Manual Call button activated.png

Transferring Calls to Other Agents

Allow Transfer Calls To Agent: Determines whether the Agent can transfer calls to another Agent.

  • Yes - Agent can transfer calls to another Agent. When set to Yes, the Admin can customize the Agent's transfer capabilities in the Campaign Settings.
  • No - Agent cannot transfer calls to another Agent.

Transfer Call Button.png

 

Hiding Leads Tab

Hide Leads: When enabled, this setting will hide the Leads tab from the Agent Interface. This will prevent the Agent from being able to search and filter their Leads.

 

  • Yes - The Leads tab is hidden from the Agent in the CRM panel.

CRM w:o Leads tab.png

 

  • No - The Leads tab is visible in the CRM panel. The Agent can use it to search and view Leads.

CRM Icon.png

 

Hiding Call Logs

Hide Call Logs: When enabled, this setting hides the Call Logs menu option in the Agent Interface.

 

  • Yes - The Agent cannot see the Call Logs menu option.

Call Logs Hidden - Agent Interface.png

  • No - The Agent can see the Call Logs menu option, which opens the Call Logs page.

Call Logs menu option - Agent Interface.png

 

Call Leads in Final Status

Allow Manually Calling Leads In Final Status: When enabled, the Agent can place calls to Leads in a Final Status such as Sale. 

  • Yes - Agent can manually call a Lead in a Final Status.

Manual Call button activated.png

  • No - Agent cannot call a Lead in Final Status manually. They will receive a Warning modal telling them they don't have permission.

Final Status Warning - Agent Interface.png

  • Final Statuses are not inserted in the Hopper, so the only way to contact them is through manual calls or by re-dispositioning them to a dialable status.

Enabling Text Messaging

Enable SMS: When enabled, the Agent can use SMS to contact Leads. 

  • Yes - The Agent can text message a Lead via the SMS button.

SMS button - Agent Interface.png

  • No - The Agent cannot see the SMS button.

No SMS Enabled - Agent Interface.png

 

Hiding Wrap-up Button

Hide Wrap Up Button: When enabled, this setting will hide the WrapUp button in the Agent Interface when the Agent is logged into a Campaign that does not use Quick Dispositions. 

 

  • Yes - The Wrapup button is hidden in the Lead Hung Up modal. Forcing the Agent to select Reconnect or Disposition.

Hidden Wrapup Button.png

  • No - The Wrapup button shows beside the Reconnect and Disposition buttons in the Lead Hung Up modal.

WrapUp button unhidden.png

Hiding Reconnect Button

Hide Reconnect Button: This setting hides the Reconnect button in the Lead Hung Up modal when enabled.

 

  • Yes - After a Lead hangs up on the Agent, the Lead Hung Up modal will only show the Wrapup button.

Lead Hung Up Modal w:o Reconnect.png

  • No - After a Lead hangs up on the Agent, the Lead Hung Up modal will show the Reconnect button beside the Wrapup button.

Lead Hung Up with Reconnect.png

Hidden Dashboard

Hide Dashboard: This setting replaces the Agent Dashboard with a large Convoso logo. 

 

  • Yes - The Agent does not see the Dashboard in the Agent Interface, instead they see a large Convoso logo on a blank background.

Hidden Agent Dashboard.png

  • No - The Agent sees the Agent Dashboard in the Agent Interface. 

Agent Dashboard w:o Revenue Report.png

Manual Call to a Transfer Number

Access to make a manual call to a transfer number: When enabled, this setting adds a button for making a manual call to a transfer number while on a call with a Lead. 

 

Yes - The Agent can see the Quick Transfer button.

Quick Transfer button.png

No - The Agent cannot see the Quick Transfer button. 

No Transfer button.png

 

Downloading Recordings

Allow Agent to Download Recordings: This setting determines whether the Agent is allowed to download call recordings in the Agent Interface.

 

  • Yes - The Agent can click the Download icon and download their call recordings on the Call Logs page.

Download Icon - Call Logs Agent .png

  • No - The Agent cannot see the Download icon for their call recordings on the Call Logs page.

Call Logs Agent Interface.png

 

Showing Revenue Report

Show Revenue Report: This setting determines whether the Agent can see a report showing their revenue for the past 7 days on the Agent Dashboard.

 

Yes - The Agent can see the Revenue Report below the Outbound Skills table on the Agent Dashboard.

Revenue Report - Agent Dashboard.png

 

No - The Agent cannot see the Revenue Report on their Agent Dashboard.

Agent Dashboard w:o Revenue Report.png

 

 

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