When you receive a call, you will experience some changes to your dashboard. We will be going through these changes and illustrate how each one looks on your dashboard. The process we will be following is as seen below, before receiving a call, when receiving the call, and while being on the call.
Before receiving a call:
- Your Routing Status needs to be set to On Duty and you will have an Activity Status of Waiting (only agents eligible for inbound calls will be able to receive calls).
- You will then receive a call.
Receiving a call:
- When receiving the call, you will receive a pop-up notification on your screen.
- The pop-up will contain a bit of information regarding the details of the call. Going from the top of the pop-up down you will see the following information;
- the direction of the call
- the name of the contact that the call is from (if the contact has been saved)
- the number that the call is from
- and the work type that the call is being received through.
- Your phone will also be ringing and a pop-up window will appear on your screen to accept or decline the call (declining incoming interactions will put you into a not responding state).
On a call:
- Now that you’ve accepted the call your Activity Status will change from Waiting to Conversing.
- Your contact card will also open with the details of the interaction.
- This includes everything regarding the contact and the details of the interaction.
- Bear in mind that your Activity Status will remain in Conversing until the call has concluded.
After ending a call:
You will return to a waiting state until you receive a new interaction.
*imp - If Wrap-up is implemented in your environment you will see the below:
- You will see that your Activity Status will still show as Conversing but in small letters, the words Wrap-Up will appear.
- On your phone, you will also see an hourglass icon appear with the wrap-up counter.
- This counter will show you how long you’re in a Wrap-Up state and how many interactions you’re in a Wrap-Up state for.
- Once your Wrap-Up has ended your Activity Status will change back to a Waiting state and you will be able to close your contact card.
