Contact is a web-based interface that provides information and enables customers to communicate with users. As an agent using the Agent portal, you are able to:
- Handle incoming calls and make outbound calls
- Handle incoming emails and send outgoing emails
- Handle webchats
- Schedule callbacks
- View statistics for your own activity today and for your agent group(s) today, together with a list of items that you have recently handled
- Use the system’s in-built CRM database to locate customer information and make outbound calls.
Please note: You will be put into the “Unavailable” state if PC connection is lost (E.g. from your PC going to sleep), to avoid this it is recommended to set the PC sleep timer equal to or above timers such as the maximum break time to maintain an active connection to Contact. |