The Agent Portal Application is the optimization solution and the perfect complement for your telephone set, both on table and software.
Perform all the operations you would do on your phone even more efficiently, without taking your eyes off your screen to enter your notes, pause codes, end codes, and more.
Choose the SCOPLINK APA-IMS (Information Management System) version and benefit from complete customer relationship management (CRM), at all times.
The Agent Portal integrates and manages customer interactions by adding CRM customer files. The combined management of telephony, statistics and customer experience functionalities.
INTEGRATION NOW AVAILABLE WITH:
ONCE YOU ARE LOGGED IN THE APPLICATION, YOU WILL BE NOTIFIED OF INCOMING CALLS. THE CALL WILL BE ACCEPTED ON YOUR PHONE TERMINAL, VIA HEADSET OR SPEAKER.
TO DIAL AN EXTENSION OR AN OUTGOING CALL, TYPE THE NUMBER IN THE TEXT BOX.
YOU CAN PUT YOURSELF IN PAUSE MODE SO THAT YOU STOP RECEIVING PHONE CALLS FROM QUEUES AND YOUR PHONE SENDS A BUSY SIGNAL IF SOMEONE TRIES TO CALL IT.
STATUS: THE COMPLIANCE STATUS OF THE QUEUE ACCORDING TO SYSTEM LEVEL AGREEMENT (SLA) AS SET UP IN SCOPTEL IPBX
YOU CAN QUICKLY SEE IF A QUEUE’S SERVICE LEVEL IS LOW AND REQUIRES INTERVENTION
QUEUE NAME: THE TENANT AND QUEUE NAME
AVG WAIT: THE AVERAGE WAITINF TIME OF CALLERS BEFORE THEIR CALL IS ANSWERED
WAITING: THE NUMBER OF CURRENT CALLERS WAITING ON THE QUEUE
ABANDON RATE: THE RATION OF ABANDONNED CALLS
AWT: THE AVERAGE CALLER WAIT TIME ON ALL QUEUES
WAITING: THE TOTAL NUMBER OF CALLER WAITING ON ALL QUEUES
THEME: BACKGROUND THEME, DARK OR LIGHT (DEFAULT)
DISPLAY: TO SET WHICH SCREEN WILL DISPLAY THE APP (IF YOU HAVE MULTIPLE DISPLAYS)
LANGUAGE: CURRENTLY ENGLISH AND FRENCH
IF YOUR COMPUTER IS CONNECTED TO A KUANDO BUSYLIGHT, IT WILL DISPLAY THE FOLLOWING LIGHT SIGNALS:
BLUE: INCOMING CALL – GREEN: AVAILABLE TO RECEIVE CALLS – RED: (pulsing): LINE IS BUSY – YELLOW: AWAY (AGENT IS ON PAUSE)
The call center supervision tool.
