Call Center Agent - Portal Overview
Read time: 1 min 49 s
Table of Contents
As a call center agent, you can view, change, and create various functionalities for your call queues, devices, profile, and answering rules. There are two views a call center supervisor can assume in the Client Portal:
This article only walks through “Manage Call Center.”
The features in "My Account" view are the same as a basic user; check out the Basic User Walkthrough to learn how to manage your personal device configurations, answering rules, and profile settings.
Call Center Tab
The CallCenter section is designed to give you fast access to the most important and frequently viewed information of your call queues. There is six components of the Call Center section:
- My queues
- Status (Online/ Offline)
- My Statistics
- My Graphs
- Active Phones
- Recent Call History
My Queues
All call queues that you are assigned to will be listed here. Your queues will be displayed with the name, the extension number, the type of queue, the queue’s priority, wrap-up time, and the number of callers waiting.
Status
This section allows you to switch between online/offline or single-call mode. You can provide a reason for being offline such as your lunch, a meeting, a break, etc.
Note: When in single-call mode, you will receive one call and then automatically be put into offline mode when the call is completed. |
My Statistics
This section displays basic statistics about your calls for the past 24 hours.
My Graphs
This section displays important data in three graphs: My CallsPer Day (for the last 10 days), My Calls Per Hour (for the last 24-hours), and Call by Organization Source (for the last 24 hours).
Active Phones
If you have multiple phones or devices that you are connected to, you can choose which devices are logged in by clicking the checkbox(es) beside the name(s) of the device(s) you want to use. When switching between devices, a pop-up message will appear confirming which device is currently active.
Call History
You can quickly see the most recent inbound, outbound, and missed calls. Most recent calls are listed at the top.
Recap of Other Tabs
Here's a list of the other tabs along with a short description. As previously mentioned, if you need a full overview of these, please redo the Basic User Walkthrough.
Messages: Gives you full access to your voicemails, SMS, and the ability to configure your mailbox.
Contacts: Shows the company contacts as well as custom ones. You can add custom contacts here.
Answering Rules: Gives you the ability to change your call routing; for example, you can forward your calls to a cellphone number.
Time Frames: Provides you with a place to create time frames that can be applied to your answering rules to determine when the call routing will occur.
Phones: Shows all the devices attached to your extension; they can be a physical phone, web phone, or even a mobile app.
Call History: Gives you full access to your call history to search for any range.
