CC Agent Environment
Note
This section describes the CC Agent application features. It is available as a web application from your Web Browser. It is also available as a desktop application with these additionnal features:
show integrated popup when receiving call
get keyboard shortcut to answer/hangup and make call using Select2Call feature
be able to minimize the application to a side bar
To install the desktop application, see the desktop application installation page.
What is the CC Agent application ?
CC Agent is a Web application for contact center operators. Some parameters for Recording, Callbacks, Queue control, Pause statuses and Sheet popup may be configured. Instructions can be found in the configuration section.
- From the interface you will be able to :
Manage your activities you are subscribed to receive calls.
See the customer history inside your organization when a call is coming
Interact with your phone from the call control panel
Get some real time statistics of your session
The web application can either be displayed in a minimal bar or be extended as seen in screen shot below when launched as standalone application. See desktop application.
Warning
The application offers support for the WebRTC lines, currently there’s a limitation on complementary services like the second call which is only partially supported.
Login
Enter your CTI username, password and phone set you want to logged to on the login page.
If you are using Kerberos authentication and enabled SSO (see Kerberos Authentication), then you only have to set your phone set number, the authentication and login will be done automatically:
Note
Automatic login keeps you signed in until you log out.
Pause
When connected the agent is Available. In this status the agent receives calls from the activities it is logged in.
If he needs, the agent can select the Pause status. In this mode the agent is seen in Pause for all activities and won’t receive any call from these activities. But he can still receive direct calls (internal calls from his colleagues for example).
Note
By default there is only one pause status named Pause. This can be configured - see Pause Cause and Status.
Logout
To logout from the CC Agent, you have to select the status Disconnected from the pause status list.
Switch phone number
The agent can see the line number he’s logged on in the CC Agent application.
If the agent needs to change the line number, there is a dedicated button next to his line number.
Statistics
At the top of the application, computed statistics from XUC are displayed to monitor the agent activity. Simply hover the icon to know its definition.
They are updated once current action is over.
Those statistics are clickable and display dynamic charts on top of the counters. The goal is to offer a global view to agents on their activity during the day.
There are two differents charts displayed.
The first one is a bar chart focusing on the time unit :
Total Available Time
Total Pause Time
Inbound ACD Calls Total Time
Outbound Calls Total Time
Total Wrapup Time
On click on each one of those buttons, the bar chart will be displayed. You can hover each bar to have the detailed time spent for a specific indicator (HH:MM:SS).
The second one is a donut chart focusing on the number of calls :
Number of Inbound ACD calls
Number of Inbound Answered ACD Calls
Number of Outbound Calls
On click on each one of those buttons, the donut chart will be displayed. You can hover each part of the donut to have the number of calls for one indicator.
The charts are updated once current action is over.
Activities
Once logged in you are automatically redirected to activities view, this view contains the list of activities you are registered in.
Hovering an activity triggers a popover which displays some real-time statistics about call distribution in this queue. You may also call or transfer a call to an activity using the displayed phone icon
It is possible to filter on favorite activities just by clicking My activities check box.
Activity Management
You can manage subscription if allowed globally for the application (see CC Agent configuration). If enabled you will be able to enter/quit an activity just by clicking on checkbox associated to it.
Each time you enter an activity, it is automatically added to your favorites. At any time you can remove it by clicking on minus sign next to the name in My activities view.
Note
You can remove an activity if and only if you are not already registered in.
It’s also possible to enter all your favorites activities just by one click on All checkbox.
Activity Colors
Activity color changes depending on call waiting and agent status:
Grey: No call, No agents logged in this activity
Green: At least one agent logged and available in this activity
Orange: At least one agent logged, but no agents available in this activity
Red: No agents logged in this activity, but one or more waiting calls in this activity
Activity Waiting Calls
A little badge displays the number of waiting calls in each activity. The sum of all waiting calls in the agent activities is displayed in top menu and refreshed in real time.
Activity’s Failed Destination
In XiVO, when an activity is exceptionnally closed, a sound file containing a message can be played to the caller. From its CC Agent application, an agent who has access to the dissuasion can:
see which sound file or default queue is currently configured
select another sound file to be played
select a default queue as a failed destination, instead of a sound file.
An agent can change the dissuasion if they have been granted access, it means if they have an administrator profile or a supervisor profile with the permission to change the dissuasion. The agent profile can be set from the configmgt interface. See Profile Management section.
Note
The sound files available for the activity and displayed to the agent and the default queue are to be set by an administrator of the XiVO. See Activity’s Failed Destination Configuration section.
In the Activity view, when clicking the Dissuasion button, a menu appears with the list of the sound files or default queues available for a queue. If one of the sound file or default queue is selected for this queue, it will be highlighted in orange and the circle icon will be checked.
If no sound file or default queue are selected for the queue, the circle icon won’t be checked.
The agent can change the selected sound file or default queue from the dropdown menu.
Search
When using the Agent interface, you can at any time search for a user existing in your directory:
When clicking on the icon of a search result a sub-menu appears with the following actions:
For phone numbers entries:
start call (if you click on the number)
copy phone number into your clipboard (to paste it elsewhere)
For email entry:
start writing an email (it will open the user’s configured email client)
Note
by default only the email destination is pre-filled but you can also pre-fill the email subject and body via a template - see Email Template
copy email into your clipboard (to paste it elsewhere)
Important
Integration: to enable this feature, you must configure the directories in the XiVO PBX as described in Directories and Views.
Though the CC Agent only supports the display of:
1 field for name (the one of type name in the directory display)
3 numbers (the one of type number and the first two of type callable)
and 1 email
Agent list
When clicking on the Agents menu, you will see all the agents of your group. By hovering one of them, you will quickly find his current state (ready, calling, in pause…)
A simple click on the phone icon when agent is hovered will trigger a call to its phone number associated.
By default, agents are shown only if they are logged in (checkbox Logged checked). By unchecking the checkbox Logged, you will see all the agents of your group even if they are logged out.
Call tracking & control
When using the Agent interface, you will see your current calls at the top of the screen:
This panel will display the current caller name & number and also the associated activity if the call came from one. You also have two indicator on the right side letting you know:
if the call is currently recorded
and if the call is currently listened by a supervisor (on this subject see also Warn agent when spied).
By hovering your mouse on the call line, an action pane will slide to display action button on the related call. The available buttons depend on the call state.
The Agent interface use Desktop notification for incoming calls and notify long calls on hold, but this feature needs to be enabled from the browser window when logging in:
Keyboard shortcuts for call control
Simple keyboard navigation (with UP and DOWN directional keys) is allowed to browse search results. Once a contact has been focused, ENTER key can be pressed to open drop-down menu and so choose, still with directional keys, the action to achieve.
The Agent can also use the basic keyboard shortcuts available to perform basic call control tasks :
F3 to answer a call
F4 to hangup the current ongoing call
F7 to complete an attended transfer
F10 to put the focus in the search bar
Note
The list of usable keybindings is available by clicking on the menu at the top-right corner of the ccagent and the switchboard.
On hold notifications
You can be notified if you forget a call in hold for a long time, see configuration section.
Known limitations
For agents with default WebRTC lines that connects to another webrtc line (aka “roaming agent”) may randomly take the wrong line configuration (especially when you refresh the page). Only workaround so far is to logout/login the agent to force the retrieval of the correct line. For roaming agent, it is recommended to not set default line to agent and use free sitting to wanted line.
Also see the phone integration Known limitations.
Agent Call history
First menu History tab is displaying the call history of connected agent.
It displays the last 20 calls for the last 7 days period.
Information shown in the call list are :
destination number or name of callee if call is emitted
source number or name of caller if a call is received or missed
Call icon status and call start date
By clicking on phone icon you will be able to call back if needed.
Warning
Pay attention that agent history is not the phone device history, but his call activity independently the device he is connected to. Actually when agent is logged out, if a call is received on his last used phone, nothing will be shown in his history.
Note
A call answered by another agent from the queue, will appear as answered in the history of the first agent.
Customer Call History
While phone is ringing or discussion is ongoing, it is possible to have a quick overview of the customer call history of the caller just by clicking information menu.
Important
Caller Number Normalization rules breaks the Customer Call History
The customer history is displayed from most recent to last one with an icon to know quickly waiting time of current or previous call :
agent with grey play icon states for current call
agent with red bubble icon states for an unanswered call
agent with green bubble icon states for an answered call
Note
If a call is answered (green icon), hovering the line will give the name of the agent who took the call.
Customer Call Context
Second tab of information menu displays all attached data enriched to the ongoing call or display Sheet fields if you are using Sheet Configuration.
The customer history is displayed from most recent to last one with an icon to know quickly waiting time of current or previous call :
It’s also possible to trigger either to open a web page, see Screen Popup or completely integrate a third party application while agent is having calls, see Configuration.
Callbacks
This view allows to manage callback request see Processing Callbacks with CCAgent for details.
External directory
This feature will add an additional book button on the left side of the search bar. It allows to open and close an external directory and is integrated the same way as any other tab content.
To enable it, see configuration section.
Meeting room
You can join an audio-video conference, called meeting room, which will open on the side of your application. See Meeting Rooms PRO for more information.