Shows how the agent logs in to Edge Agent and activates to get calls from queues. Also presenting the main menu.
01:20
See short silent scenarios from the web based agent application
Book and call scheduled callback appointment 03:40
Handle callbacks from queue 01:52
Incoming call and enquiry call 02:12
Choose where to open the film
Shows how the agent logs in to Edge Agent and activates to get calls from queues. Also presenting the main menu.
01:20
CallGuide Egde Agent: Incoming call
Shows how a call handled in Edge Agent. Also presenting contact data and how to become ready during or after wrap-up.
00:53
CallGuide Egde Agent: Wrap-up and pause
How to close a contact if wrap-up time is not needed, and how to get status pause after the call.
00:56
CallGuide Egde Agent: Queue status
All about queue status function. Also pointing out hotkeys and the main menu.
01:03
CallGuide Egde Agent: Make call
Making a call via support function Search/Call. Showing how to select from list, undo choice and entering a new number.
01:10
CallGuide Egde Agent: Enquiry to skill
Shows how to use Assistance, to make enquiry call to first ready agent with selected skill.
02:09
CallGuide Egde Agent: Callback
A callback record is routed to agent, accepted and dialed out. Also showing layout changes and the mandatyory feedback.
01:13
Shows the menu, client settings, the user's statistics for today and logout.
01:41
Telia CallGuide version 10.1. New info since last release is highlighted. ©Telia Sverige AB