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
After logging 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. 

 

 

 

 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.

Status & Control Bar
Within the main user interface, you will find several available options: 

 1. My 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. 

 

 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. 

 

 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. 

 

 

 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 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. 

 

 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.