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Call Center

The agent desk

Updated in 5.20.43

Where an agent takes and makes calls: their state, the caller's card, the people waiting in their queues, the callbacks they owe and the wrap-up after each call.

Where

Call Center › Agent desk

Who

People who hold Call Center Desk — Answer and make calls and are a member of a queue.

Be ready for calls

1
Check in from the top bar first (Check in). A person who checks in at work can only be Available while checked in; checking out sets them Offline.
2
Under My state choose Available. Calls of your queues now ring you. Choose Break and a reason (Lunch, Prayer, Meeting, Training or Other) when you step away, and Offline when you stop.
3
The figures on the right count your day: Calls today, Answered, Outgoing and Talk time.
The agent desk while the agent is available

Take a call

1
A ringing call shows its number, its queue and the Caller card. Press Answer. Someone already waiting in your queues is listed under Waiting in my queues: press Pick up.
2
The Caller card shows who it is when Zyntra knows the number: the customer, contact or lead, and their last calls. For a new number press Find a customer and choose This one, or Add as a lead.
3
While on the line: Pause recording and Transfer; with the phone in the browser also Mute and Keypad. A transfer can be Transfer now, or Talk to them first and then Hand the call over or Take the call back. The queue's Script is open below the caller.
4
Press Hang up when the call ends.
An agent on a call, with the caller's card and Flowrica on this call

Flowrica on this call sits beside the caller: who is calling, articles that may help, a Suggested outcome with Use it, and the Next step. She writes nothing herself.

Wrap up the call

1
Under How did the call end? choose the outcome, for example Resolved, Follow-up needed, Sale or Promise to pay. A queue can make the outcome required.
2
Write the Notes. To call back later, fill Call back: when, Who calls back and a note for the callback.
3
Under Make from this call you can open a Ticket, a Lead or a Task that keeps the call linked.
4
Press Save, or Save and take a break.

Make a call

1
Type the number under Number to call and press Call. If you answer for several clients, choose who you are Calling for, or Our own line.
2
Callbacks I owe lists the calls you promised: Call now dials it, Done closes it.
3
Work a call list takes you through a list person by person: Work this list, then Skip or Next person, and Leave the list when you stop. Lists are filled from Reach campaigns.

Try a call (test mode)

While Call Center is in test mode, the Try a call box rings one of the company's numbers as a caller would. Choose The number called, type Calling from and, for a number with a phone menu, the Key pressed in the menu, then press Ring it. The call reaches your queue and rings the agents like a real one; nothing reaches the phone network.

Before: Zyntra Call Center · Next: Calls and follow-ups

Questions

Where is “The agent desk” in Zyntra OS?

Call Center › Agent desk

Who can use “The agent desk”?

People who hold Call Center Desk — Answer and make calls and are a member of a queue.