# Agent Work Flow

# Worflow Stages

### Step 1: Login & Setup

- Agent logs in
- Selects campaign (if applicable)
- Reviews environment

### Step 2: Agent Becomes Available

- Agent sets status to **Ready**
- System includes agent in dialing pool

### Step 3: Call Handling


- Dialer places calls automatically
- Agent receives call when connected
- Lead information is displayed

### Step 4: Active Call Handling

- Agent interacts with customer
- Uses controls: 
    - Mute
    - Hold
    - Transfer
- Follows script / CRM

###  Step 5: Call Completion

- Call ends (agent or customer)
- System moves agent to **Wrap-up**

### Step 6: Disposition & Data Capture

- Agent selects outcome
- Adds notes
- Schedules callback if needed

### Step 7: Next Call Cycle

- Agent returns to: 
    - Ready (auto o manual)
- Next call is delivered

# Login & Setup

<div class="flex flex-col text-sm pb-25" id="bkmrk-after-logging-in%2C-yo"><section class="text-token-text-primary w-full focus:outline-none [--shadow-height:45px] has-data-writing-block:pointer-events-none has-data-writing-block:-mt-(--shadow-height) has-data-writing-block:pt-(--shadow-height) [&:has([data-writing-block])>*]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-scroll-anchor="true" data-testid="conversation-turn-168" data-turn="assistant" data-turn-id="request-69726241-fcd0-8325-b22c-11c4c33a9664-0" dir="auto">After [logging](https://wiki.croco-dial.net/books/getting-started/page/first-login) in, you will need to log into the campaign that has been previously assigned to you by a supervisor. If the assigned campaign is not correct, please notify your supervisor.

</section></div>[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/6Crimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/6Crimage.png)

If you are ready to start receiving calls, you only need to press the **Play** button. If you need to pause for a break or any other reason that requires you to stop receiving calls, simply scroll down slightly on the screen and select the **Pause** button. Upon clicking it, a menu will appear where you must select the reason for your break.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/eweimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/eweimage.png)

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/u0Yimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/u0Yimage.png)

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/Ennimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/Ennimage.png)

# Status & Control Bar

Within the main user interface, you will find several available options:

**1.[My Stats](https://wiki.croco-dial.net/books/agent-interface/page/dashboard-stats)**  
Displays your activity metrics, including: First Activity, Last Activity, Login Time, Total Calls, Break, Pause, Available, and Talk time.

**2.Voicemails**  
Shows the voicemail messages received in your account.

**3.Callbacks**  
Displays calls returned by customers.

**4.Chat**  
Your personal chat for communication.

**5.My Profile**  
Allows you to view your name, interface color, and other personalization settings.

**6.Logout Button**  
Used to sign out of the system.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/Iqbimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/Iqbimage.png)

**7.Call Menu Button**  
Returns you to the call interface to continue handling calls.

**8.Call Queue**  
Displays customers waiting in line to be attended.

**9.Phonebook**  
Contains a list of saved contact numbers for different needs.

**10.Call History**  
Records all calls made, including the numbers dialed.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/WbQimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/WbQimage.png)

**11.Play Button**  
Used to start receiving calls.

**12.Pause Button**  
Appears after pressing Play or by scrolling down. Allows you to take a break and select a reason.

**13.Hang Up Button**  
Used to end the current call.

**14.Hold Button**  
Used to place the customer on hold.

**15.Transfer button**  
This button allows you to transfer the current call to a colleague.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/fBOimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/fBOimage.png)

**16.Call Line Management**  
Allows you to manage multiple call lines, including placing customers on hold while handling others.

**17.Manual Call Option**  
Allows you to place a call by entering the customer’s number.

**18.Dial Pad**  
Numeric keypad used for dialing.

**19.[Call Transfer Buttons](https://wiki.croco-dial.net/books/agent-interface/page/how-to-transfer-a-call)**  
Used to transfer calls to departments such as Loans or Collections. Also available at the top before initiating a call.

**20.Mute Button**  
Used to mute your microphone during a call.

**21.Voicemail Broadcast**  
A pre-recorded message sent to the customer’s voicemail.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/tJZimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/tJZimage.png)

**22.Break Time Indicator**  
Shows how long you have been on break.

**23.Dial Method**  
Displays the current dialing method.

**24.Call Duration**  
Shows the duration of the current call.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/O9Ximage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/O9Ximage.png)

# Call Handling

##   


- Auto-answer (predictive)
- Manual dial (si aplica)
- Transferencias: 
    - Blind
    - Warm
- Conferencias

# Active Call Handling

- Información de llamada: 
    - Número marcado
    - Nombre del lead
    - Tiempo de llamada
- Controles: 
    - Hangup
    - Mute
    - Hold
    - Transfer (warm / blind)
    - Conference

# Disposition / Outcome Panel

- Selección de resultado de llamada: 
    - Sale
    - No Answer
    - Callback
    - Wrong Number
- Campos obligatorios
- Botón de submit