Agents are the main users who will be handling calls and engaging with clients.
Below is a description of each of the components that Agents will have available
Contact Center Wallboard
Agents will be able to access the BlueSkyUC Contact Center to visualize the Wallboard.
The BlueSkyUC Wallboard is an informational tool for Contact Center monitoring and management.
The Upper part of the Wallboard will display current Contact Center stats. This tool will display the information indicated below:
SLA – Shows the percentage of calls answered within SLA (green), and outside of SLA (red)
Callbacks – Shows the number of pending callbacks for the team
Connected – Calls that are currently connected to an Agent
Active – Calls that are Active and waiting for client input
Hunting – Calls that are currently Hunting for an Agent
Total Calls – Total calls for the day
Abandoned – Shows all calls that were ended on the caller’s side at any point of the call
Dropped – Shows all calls that were connected with an Agent, with call duration equal or less than 5 seconds.
Answered – Calls that were successfully answered
Missed – Shows all unanswered calls during the day
Avg. Missed – Average missed calls
Total talk time. – Total time from call calls in HH:MM:SS format
Longest Hunting. – Longest time that it took the team to answer a call
Avg. Talk Time. – Average talk time from all calls
Avg. hunting time. – Average hunt time from all calls
The Bottom part of the Wallboard screen can be switched between Call Cards and Agent Status
Call Cards
Call Cards will display all current active calls in the Contact Center, along with information about their Caller ID, Agent that the call is ringing on, and current call status.
Sidekick
Agents can use the Sidekick for the following features:
· Call History
· Callbacks
· Caller ID & Screen pop
The Sidekick desktop app will now display the name of your current installed version at the bottom of the main menu
Call History
Upon running Sidekick, the Agent will see the main screen as shown below:
Top Menu
The Agent will see different options at the top of the screen.
Menu. – Toggles the left-side menu which allows to switch between the Sidekick and Callbacks view.
Skills Opt In/Out. – Allows the Agent to see all queues in which they are added, and opt-in or opt-out from receiving calls from certain queues.
What’s new? – Through this option, the Agent can find the current version of the App, and the latest features that have been released. The Agent may also use this to Report an Issue through our BlueSkyUC website.
Filing a report through this feature will capture log information for Troubleshooting and fill it out on the email generated.
Full Screen – Switch the window to Full Screen mode.
Sign out – Sign out of the account to be able to sign-in again
Main Menu
The main menu is divided in two sections: Call history and Caller information.
Call History
This section displays all calls that the Agent has successfully answered.
It will display Caller Number, Selected Skill, and Time and Date. Selecting a call here will display new information in the Caller Information section.
The Call X-Ray option can be used to view the steps that the call took during the queue.
Caller Information
This section will show information based on your CRM tool which must have been previously synchronized.
If your CRM has been successfully synchronized, in this section the Agent will find information such as the Title, Company, Phone number information and email information.
Notice that there are two tabs at the top, one for CRM and another for Desk. In CRM, the Agent will be able to see existing Opportunities related to this client. In Desk, they will be able to see existing Tickets for this client.
If no information was found, the Agent can try to add the caller as a Contact by clicking on “Add new contact”. This will open a window to take the user to Zoho Desk or CRM where they will be able to log-in and create the new contact directly on the CRM application database.
New contact creation ability will be dependent on user account permissions level. Please contact your Administrator for information.
After doing this, the Agent will be able to add new Tickets or Opportunities for this caller.
Finally, at the bottom of the screen, the option to Refresh Data can be found. This will allow the Agent to refresh the information from your Desk / CRM tool to show any recent changes.
Callbacks
The callbacks screen will display the list of Callbacks, which are generated from all calls that have not been answered.
This screen is divided in three sections:
- Date range
The upper section of the screen allows the Agent to select the range of dates in which the information will be displayed.
- Callbacks
This section allows the Agent to view the callbacks for all the company
- My callbacks
This section allows the Agent to view the numbers selected to call back:
The information displayed here is:
- Date – Date and time in agent local time
- Skill – Skill through which the call came in
- Call Number – Number that called in
- Call duration –Call duration in HH:MM:SS format
- Voicemail – If the caller left a voicemail message, allows the Agent to play it back
- Status – Shows status of a callback. If call has not been completed. Agent can click on “Mark as completed” to update it.
Caller ID & Screen pop
The BlueSkyUC Caller ID will be displayed when there is an incoming call. This screen will show the number of the incoming call and the name of the Call Queue.
The Caller ID screen is informational only. The call must be picked up on the Teams app.
Upon answering an incoming call, the Screen pop will display the Caller Information screen as shown below.
While on a call, the Agent will notice that the Screen pop will show the Caller Information screen. This will allow the Agent to visualize existing information about the caller, based on the information synchronized from your CRM and Support Desk systems.
Just like the Call History, Agents will also be able to use the Create New Contact option to access the synchronized CRM and create the contact.
The agent is also able to Add Opportunity (Zoho CRM) and Add Ticket (Zoho Desk)