Agent Manual

We will split Manual Agent in the following topics stated below.

Agent Session

All related to agent session is decribed in this piece.

• Login
• Agent Console
• Pauses
• Logout

Manual Campaigns

Agent and Operation in Manual Campaigns.

• Manual Calls from Contact List
• Manual Calls dialing from Webphone
• Manual Calls to Non-Existing contacts

Preview Campaigns

Agent and Operation in Preview Campaigns.

• Preview Campagins

Outbound Dialer Campaigns

Agent and Operation in Predictive Dialer Campaigns.

• Agent in Predictive Mode
• How to make a Manual Call

Inbound Campaigns

Agent and Operation in Inbound Campaigns.

• Incoming Call Distribution
• Contact Management

Call Actions

When Agent is on call, it counts on with multiple features that improve the call management.

• Call to an Agent
• Outbound Calls Out of Campaign
• Put a call On Hold
• Call transfer and Conferences
• Tag a Recording Call
• On demand call recording
• Scheduled Callbacks

Agendas, Call Dispositions and Contacts

Agent has different menues to work with campaign contacts.

• Campaign Contact List
• Pending Agendas
• Agent Call Dispositions
• Agent’s recordings search