Scheduled Calls
The Scheduled Calls section contains the list of all the calls that have been rescheduled by the Agent during a Dialer Campaign or assigned to the Agent by the Administrator:
Click refresh button to update the list.
This section is available only if the Dialer license is active
The Scheduled At and the Campaign values are marked as green if they are still valid (data and time is not expired) and red if they are not.
The Agent can click on the three dots menu and:
Edit the Hopper and change the schedule for this call (e.g. date and time, priority, recall-me function and the name of the Agent to recall):
Delete the Hopper (delete the scheduled call)
The Agent can call the contact (whose name is shown in the Full Name column) clicking directly on the phone number:
Voice Calls
The Voice Calls section shows only the list of the calls managed by the Agent. The agent will see the following information:
ID: uniqueID of the call
Type: type of the calls (inbound, outbound , internal or dialer)
Source: caller phone number
Destination: the number called
Started at: date and time of the call start time
Ended at: date and time of the call end time
Disposition: shows the disposition chosen (if any) at close time
Second/Third Disposition: second/third level of disposition eventually set
Note: shows a note inserted (if any) at close time
Filters can be applied to the list of values selecting a Start Date or a Type
Click-to-Dial: Whenever the phone numbers are shown in light blue, they can be dialed just clicking on them
Please note that:
If the Agent is using the Phonebar, clicking on the number will open a dialog window in order to call it:
If the Agent is using the WebRTC Bar, clicking on the number will open a dialog window in order to transfer an active call to that number or to call it:
Click on 3 dots in order to show the call details:
Abandoned Calls
In the Abandoned Calls section you find two tabs:
Voice
In this tab the agent will find the following information about abandoned voice calls:
ID: uniqueID of the call
Fullname: caller name
Phone: called phone number
Queue: the queue the call entered
Abandoned: date and time of the event
Disposition: if the call has been disposed, here you see the disposition chosen
Second/Third Disposition: second/third level of disposition eventually set
Last Assigned To: if the call has been reserved, here you find the Agent's name
Reserved: a selector that can be used by the Agent to reserve the call (or to make it available again). When the selection is activated:
the other Agents will see the Agent's name in the Last Assigned To field and any further action on the listed call is prevented
the number in the Phone field can be directly dialed or transferred just clicking on it (click-to-dial):
the Agent can Dispose the call (or change its disposition) clicking on 3 dots and choosing a disposition from the Global Dispositions (the List Dispositions are not available in this context):
Last Assigned To: if the call has been reserved by an Agent or assigned to him by the Administrator, here you find the last assigned Agent's name.
The list of values shown can be filtered by Start Date, Agent name and Queue:
Bull
In this tab the agent will see the following information about abandoned voice calls in Dialer Campaigns:
ID: uniqueID of the call
Fullname: name of the caller
Phone: called phone number (see later)
Queue: the queue of the call
Abandoned: date and time when the call has been abandoned (according to the reason)
Dropped: date and time when the call has been dropped (according to the reason)
Reason: if the call has been dropped, the reason is Timeout, otherwise is Abandoned
If the call has been disposed, here you find the disposition name
Reserved: a selector that can be used by the Agent to reserve the call (or to make it available again). When the selection is activated:
the other Agents will see the Agent's name in the Last Assigned To field and any further action on the listed call is prevented
the number in the Phone field can be directly dialed or transferred just clicking on it (click to dial):
the Agent can Dispose the call (or change its disposition) clicking on 3 dots and choosing a disposition from the list:
Last Assigned To: if the call has been reserved by an Agent or assigned to him by the Administrator, here you find the last assigned Agent's name.
The list of values shown can be filtered by Start Date and Agent name:
Recordings
The Recordings section shows all the recorded calls managed by the agent. The agent will be able to see the following information:
(All the list entries can be sorted in ascending/descending manner (click on the column name and the up/down arrows will appear). Moreover, filters can be set on Start date and Call Type)
Type: type of the calls (inbound, outbound, internal, dialer or all)
UniqueID: uniqueID of the call
Caller: caller phone number
Called: the number called
Connected: the actual number connected
Queue: name of the queue the call was recorded in
Rating: rating of the call (given by the Administrator)
Audio: hear a preview (ONLY for .wav format) or download call recordings.
Date: date of the recording
Download Voice Recording: If the agent has been given permission,the selected recording file can be downloaded from the three dots menu
The Recordings files can be encrypted by the Administrator: in this case the recordings content will be available only from XCALLY Motion OmniDesktop interface.
Click to Dial
The phone numbers can be directly dialed. Just click the number
and call it (or transfer it to another agent):
Dispose calls
If you have properly configured a trigger with Contact Manager action, the contact tab will be displayed for the agent as shown below when the trigger conditions are true.
If there are more contacts with the same search key, the agent can choose which is the right contact:
The information panel at the top of the page displays the Caller Name, Caller Number and Queue Name.
The timer shows the elapsed time since the contact tab was opened.
When the call ends, Dispose button and timer will appear on the information panel as shown below (and yellow timer shows the elapsed time since the call ended):
If the Dispose button is not active after the call hangup you can refresh the call status clicking on refresh button
To dispose the call, click on DISPOSE and choose from the proposed list a single disposition:
or a set of dispositions (up to three levels), and eventually insert a note.