You can find related articles from the list below.

Note: The following features and modules may vary according to the authorization settings of the operation.

CALL

Introduction of the Agent Screen

• Introduction to call screens

• Sound settings

• Status

• Active calls

• Messages

• Team

• Performance

• Previous calls

• Queues performance

• Quality​ scores

• IVR Applications

• Appointments

• Profile

Call features

• Outbound call

• Inbound call

• Mute call

• Hold call

• Hangup call

• Using second line

• Conference

• Transfering Call

CHAT

• Introduction to chat screens

• Receiving chat

• Active chat

• Previous chats

• Messages

• Team

• Queues

• Chat Performance

• Chat Evaluations

Introduction to Call Screen

After logging in to the system , switch to the Agent screens by clicking the Agent link from the menu on the welcome screen .[1].

Sound Settings

Test by selecting the audio input (microphone) and output (speaker/headphone) device from the settings section that appears after logging into the Agent screens.Iif the microphone is working properly, click on the microphone icon and observe the animated sound animation [1] . Click the "Test Sound" button for the headset and you will hear a beep [2]. Adjust the volume [3] and save.

Status Selection

Click on the drop-down menu [1] to be able to select status after sound settings. Select the status from the corresponding drop-down menu [2] .

Note: Make sure your status is "Ready" so you can answer the incoming call.

Note: If our status is "Not Ready", you will not be logged in to the Agent screens.

Active Calls

You can view the detailed information of incoming and outgoing calls from the "Active Call" tab.

Messages

Click on the "My Messages" link to see the messages we send to or receive from other users [1]. Click the "Send Message" button [2] to be able to send a message. After selecting the users (supervisors) to send the message to [3], select the sending format of the message (e-mail-pop-up etc.) [4] and the message content [5] and click the "Send Message" button.

Team

Click on the "Team" link to view the users in the team [1]. All teams you are in are listed on this screen. By selecting the team you want, you can see which users are in that team [2] and you can filter the active users of that team [3].

Performance

Click the "Performance" button to access our performance data [1] . You can access data on your own performance in the relevant area.

Click the "Add/Remove" button to add and edit performance data.

Select the data you want to add or remove and click the "Save" button.

Previous calls

Click on the "Previous Calls" link to view the calls you have made over the system [1].

Queue Performance

You can access the queue data by clicking the queues link [1].

Quality Control

Click on the "My Evaluations" link to see your call evaluations. [one]

Press the play button to be able to listen to the call [2].

By pressing the play button you can listen to the call [5], rewind [3], slow down the call listening speed [4] , speed it up [6] and adjust your volume. [7]

Click the "Objection" button to object to your quality evaluation. [8] When you write your objection reason and click the submit button, your objection will be sent to the relevant Quality Evaluation Specialist.

IVR Applications

You can access our integrated IVR applications screens by clicking the "IVR Applications" button [1]. This screen is mostly used to get paid on call. The relevant IVR application must be defined in the system settings.

Appointments

You can access the appointment details you created during the campaign calls by clicking the relevant button [1] and when the appointment time comes, you can set yourself to the status determined by the system [2].

Profile

You can access our profile details by clicking the relevant button [1]. You can renew your personal information and password by clicking the My Profile section in this menu. You can also access the Microphone and Headphone settings from this section.

• Dark Mode

To switch to dark mode, first open the profile page [1] . Then you can switch to dark mode by clicking the night mode icon. [2]

Call Features

• Outbound Call

In order to make a call, type the number we want to call in the search box [1]. Select the queue you want to search from from the Queue selection drop-down menu.[2] Start the call by clicking the call button [3].

To make a call via the dialpad; click the dialpad button [1]. Select the queue [2]. Type the number you want to call [3]. Start the call by clicking the call button [4].

• Inbound Call

When a new call comes in, it appears as a pop-up in a separate window on the screen. In this pop-up window that opens, you can reject the incoming call [1] or accept [2]. On this screen, you can also see from which number and queue the call came from. Campaign information is also displayed on this screen in campaign calls.

Note: In order to receive a call, we must be in the "Ready" status.

• Mute Call

You can mute your voice by clicking the microphone button during the call [1].

• Hold Call

You can put the call on hold by clicking the hold button. To get the call back on the line, click the relevant button again [1].

• Hangup Call

Click the hang up button [1] to end the call.

• Call via Second Line

To make the call from the second line, select the second line from the left menu [1]. You can make a call from the second line by following the steps in our article "Making an outside call".

Note: When you make call via second line, your call on line 1 will be put on hold. In order to switch to line 1 again, you have to click on the line 1 button.

• Conference

Click the conference button [1] to be able to make conference; while there are calls on both lines. You can view the call from the screen where the lines you have taken into the conference are located [2].

• Transfering Call

Click the transfer button [1] to transfer the active call.

You can transfer the active call warm transfer or cold transfer directly to the number.

You can transfer the active call to the desired queue by clicking the transfer button.

You can transfer the active call to the agents with warm transfer or cold transfer method.

You can transfer the active call to the contacts registered in the phone book, with warm transfer or cold transfer method.

You can transfer the active call to any IVR you want.

Introduction to Chat Screen

Click on the "Chat" link to log in to our chat module. [1]

Receiving Chat

The incoming chat can be rejected [1] or accepted [2].

Active Chats

In the active chat tab, you can select the chat [1], access the details of the selected chat [2], talk to the customer[3], transfer the chat [4] and end the chat [5]

Note: You can find the chat transfer details in our "Call transfer" article.

To transfer the chat, click on the [6] button and select the transfer method.

You can customize the chat menu with the pin method.

Previous Chats

You can access the previous terminated chats by clicking the button [1].

You can access the chat history.[1]

Messages

You can access the messages you send and receive through the system [1]. You can send messages to users.

Note: You can access detailed information from the "My Messages" article in the "Call" area.

Team

You can view the team we have defined by clicking the button [1].

Queues

The chat queues we have defined are displayed by clicking the button.[1]

Chat Performance

Select the data you want to add or remove and click the "Save" button.

Chat Evaluations