This FAQ will discuss the basic functions of different control buttons found in the OMNI Agent interface page.
1 - To access the Dashboard, please click the [A] Meter icon in the upper left side of the agent interface. The Dashboard shows the agent’s status and other important information such as total calls made for the day. This can help the agent see his current performance.
To have an in-depth discussion about the dashboard, please see Agent FAQ - Dashboard Schematic.
2 - To open the CRM, click the [A] Folder Icon found in the upper left side of the agent interface, this will open the [B] CRM window.
2.1 - To search for a lead using its phone number, type the lead’s phone number in the [A] Search field and press enter, the [B] Search result will show below the search field.
NOTE: You can use first name, last name, lead id and phone number in searching for leads.
To have an in-depth discussion on how to search for leads, please see Agent FAQ - How to use the Agent CRM search.
2.2 – Within the CRM, you can also check your personal callbacks by going to the [A] Callbacks tab.
To have an in-depth discussion on how to use your callbacks, please see Agent FAQ - How do I see and use my callbacks.
2.3 - The last tab in the CRM is the [A] Call History tab. This shows you all leads you have contacted in the past. It shows the entries as per call you made. So if you called the same lead three times, it will show three entries there with the same lead.
3 - The third and last icon in the top left is the [A] Phone icon.
3.1 - In the phone icon you may go on mute by clicking the Mute button.
4 - To go on ready and start making calls, please click the [A] Status option found in the upper right side of the agent interface and select [B] Available status.
5 - When on [A] Ready status, it will say [B] Waiting for a call in the upper left side of the page.
6 - When a live call is connected to the agent, the following information below will be shown in the agent interface page.
[A] Lead ID and phone number.
[B] Lead information sheet.
[C] Call Duration.
7 - [A] Call function buttons will also appear in the upper right part when in a call. Below are the following buttons you can use.
7.1 - Hotkey button - Press Hotkey button to show which Hotkeys are available for you to use. Hotkeys are used to easily disposition a call by pressing Alt + Letter. The hotkey feature can be enabled or disabled by your Admin.
7.2 - Record button - The Record button is used to start and stop the recording of the call. This button may not be available for you since your Admin can control how the system will record calls.
7.3 - Hold button - Press the Hold button to put the call on hold and press it again to release the hold status.
7.4 - Transfer button - The Transfer button will open the Transfer Conference Function window which will allow you to transfer calls.
This is what the Transfer Conference Function window looks like
7.5 - Wrapup button - The Wrapup button will allow you to hangup the call and go to [A] Wrapup status. This won’t open the disposition window right away which is helpful when working on the lead’s information after the call.
After saving the lead info by clicking on the Apply changes button in the lower right, click the [B] Set Disposition button to open the disposition window.
7.6 - Hangup button - The Hangup button will allow you to hangup the call and open the Disposition window right away. In the Disposition window you will see the [A] Statuses that you can select to disposition the call. You may also put in notes regarding the call in the [B] Comments box.
This is what the Disposition window looks like.
7.7 - After selecting your desired status for the call, you may select your next availability or agent status in the [A] Set Availability After Hangup option. Once done, you may click the [B] Save changes button to submit the disposition.
8 - When your shift ends and about to logout. First, go on pause status by clicking on [A] Agent Status option and select any [B] Pause status (Pause statuses are colored red, you may use Not Ready status).
8.1 - Click on the [A] Agent Status option again and click on [B] Logout button to logout properly.
Note: Always logout properly and do not just close the browser window to avoid getting your session stuck in the server.