Information Management

Call History

With proper permissions (Skill), Agents have the ability to reference the history of calls in order to properly perform follow ups and determine the current viability of an action towards a Contact.

The main method of accessing Call History is by clicking on the Phonebook icon on the Agent Toolbar, which is located on the top-right area of the Agent Portal app. Refer to the following picture.

The Call History window pops up and, by default, presents the call history for the current day (Today), but allows you to define a different date or date range, by selecting one of Today, Yesterday, Fixed Date, (current) Week or (current) Month from the pull-down menu.

You can also perform a Smart Search by specifying a value or part of a value of an indexed field, such as the telephone number.  This is similar to the search in the Management Console.

Refer to the following picture.

By clicking on the ‘+’ (plus) icon next to a result, the corresponding item can be expanded for detailed review; if applicable, it will also present buttons to perform actions on that record, such as direct- or preview-calling the Contact (on the Agent’s workspace).

Recordings and Voicemail

The Agent Toolbar on the top-left includes an icon/button for voice media recordings, which can include voicemails, call recordings (agent’s calls), and voice notes from a manager or supervisor (over agent’s calls).

The voice media icon may flash and will show a colored-number or mark if a there’s an item (e.g. voicemail) that hasn’t yet been accessed. A small notification window may also pop up alerting the Agent about new voicemail items.

Clicking on the voice media icon pops up the Voice Media window, where you can search and select voice media items. By default, it will display ‘unread’ items. Refer to the following picture.

Search

We have seen how we can access the Call History window and perform corresponding searches within it. There’s another way to perform a quick search, which is through the Quick Search field on the Agent Toolbar. Refer to the following picture.

A Quick Search is used to search for Contact records and will display search results in a Call History pop up window. The Contact records resulting from the search will be displayed with the option (‘+’ icon) to expand them in order to show the corresponding call history.

With the Call History window open, search parameters can be modified, and more advanced searches can be performed.

Refer to the following picture.

Reports

We have seen that the Management Console provides a healthy list of out-of-the-box reports for managers and supervisors. But Agents also have access to some statistics, in the form of Agent Reports, that provide information related to their activities.

These reports can be accessed through the Agent Toolbar on the top-right, by clicking on the Report icon (pie chart) and selecting one of the reports. Refer to the following picture.

There are three types of statistics/reports that the Agent can access and display. The Agent Analysis report provides Agent statistics on a Campaign basis, and within a range in time (refer to the following picture); for each Campaign that applies to the Agent, it provides information about time spent, logged in time, talk time, wait time, wrap-up time, off time, contacts, connections, call frequency, sales, appointments, callbacks, etc.

The Agent Summary report provides similar information, but in an aggregate form. The Sales Dashboard, if applicable, provides graphical charts comparing calls and minutes for all relevant Agents.