The agent applications allows you to make and receive calls, transfer, conference, park, email prospect, message agents, and so much more from anywhere.

Our application is a local windows executable installable from a web browser which only requires current windows updates to operate, no java updates needed.

All you need to do to access your account with the agent application is input your username and password into the login screen.

Once Logged in you need to choose a campaign. This should be provided to you by your administrator.

You have a choice between softphone which is recommended for all our users. This is our built in softphone which coverts any windows detected audio device into an efficient agent headset.

Then you have external phone mode which allows for use of our application with 3rd party softphone applications or devices. As long as the 2rd party app registers a sip extension.

Once you hit connect it will establish a connection to your server and you should see a page similar to this with a paused status or available status.

ChaseData categories agents into statuses during their use of the application. Those statuses are Available, Busy and Offline.

Available status will mean you are ready to make and take calls using the many different dialing modes determined by the campaign and your managers.

Busy status will remove you from the que and allow you to view contacts, follow up calls, manually dial, view reports, listen to recordings or just take a break.

You can even upload an avatar for use within the application instead of the default profile image.

Also notice the right portion of the screen for your Agent Hub which will show you all incoming calls, scheduled callbacks, voicemails, recording reminders and parked calls. This is a essential feature of our Agent Application allowing an easy to reference section to for all your agent’s need.

In the top right hand corner you will see our agent toolbar which going from left to right are as follows:

1.       Views = user defined contact lists. (limited to agent skill)

2.       Reports = Agent Reports

3.       Call History = Agent’s Call History

4.       Search = Contact Search

5.       Agent Hub = Action Hub for Call Events

6.       Scheduled Follow Up Calls = Agent specific Callbacks

7.       Agent Chat = Instant Messenger to Supervisor or Agents

8.       Voice Media = Voicemail and Recording tool.

9.       Three Dots = Additional Tools

10.   Chase Data Agent Application Settings

11.   Agent Quick Search

You also have use of a calculator or map under additional tools when you need them.

For our Agent Application Settings please reference that article for a breakdown.

While on a call you will notice some call features at the top of your screen.

Going for left to right these call features are:

1.       Mute Yourself

2.       Mute the Customer

3.       Put Customer on Hold or Park the Call

4.       Conference Call

5.       Transfer Call

6.       Hangup Call

In addition to those calling tools you have access to similar features using the ChaseData Dialpad.

One of the most basic requirements of any advanced phone system is storing the Wrap Up Codes assigned by agents at the end of every call. This is all handled from the Disposition menu options on the left agent menu while working on leads.

That is going to wrap up this article covering ChaseData Agent Application basics. If you are looking to find out more about our application please reference our knowledge base for specific features of the application.