The ChaseData CCaaS Agent Portal application is the all-inclusive interface for all Call Center agent activity.  It is a clean, easy-to-use, but feature-packed client application, which allows every agent to perform the assigned activities, providing all the required information and tools, as assigned by a Manager or Administrator through the Management Console (as discussed in a previous section).

Call handling is the main and most important activity supported by the ChaseData CCaaS Agent Portal application, but it’s certainly much more than a simple call handling activity, as the Agent Portal supports the complete process of a Call Center’s Outbound Call Management and Inbound Call Center, with a myriad of tools around it.

We’ll discuss topics around the following domains:

• Setup and GUI
  
• Call Handling
  
• Information Management and Tools.
  

Do keep in mind that what is available to a particular agent will depend on login, permissions, and assigned data and components, as performed by a Manager or Administrator.

Installation

First things first.  We need to install the Agent Portal application, which is initiated through an http link. Access to the installation is only supported using Internet Explorer or Microsoft Edge.  Simply enter the link provided for your specific set up, which will usually look like the following (“mycompany” is to be replaced with something specific to your installation):

mycompany.chasedatacorp.com/agent/windows

You are now ready to start installation using the ChaseData installation link. Follow the instructions until the installation is complete, at which time the login screen will appear, as shown in the following pictures.