Softdial Contact Center™ (SCC) - Trial Guide

Portal for Agents

When logged in as an agent, SCC's web portal opens similar to Fig. 1. All agent tasks can be achieved using this portal.

On logging in for the first time, the browser may request permission to use the microphone, which should be granted.

For this guide, the functional areas in Fig. 1 are separated by red lines, numbered and described below.

Agent Desktop areas

Fig. 1 - Agent Desktop areas

The portal header shows

  • information about current usage
  • a button for downloading other SCC applications
  • a button for loading other available layouts

For details, see Using the Portal Header.

The buttons in the agent toolbar give control over the progress of the session, e.g. end session, hold, forward, etc.

Which buttons are available during the session depends on

  • user configuration
  • the session channel (voice, chat, email, etc)

For details, see Agent Toolbar.

Agents may be configured to handle, concurrently,

  • one voice-capable session
  • one or more text-based sessions

For each of these possible sessions, a tab (representing an available endpoint) appears in the agent sessions area. As the agent works, the tabs change to reflect the current state of the endpoint, e.g. Unavailable, and enable the agent to work on more than one session at once by clicking on each endpoint tab to switch context.

For the trial (see Fig. 1), user sytel has one voice-capable endpoint and two text endpoints

For more details, see Agent Sessions.

The agent workspace displays the working area for the currently selected endpoint session. Its exact content varies according to

  • the channel (voice, email, chat, etc)
  • the published script for the campaign

For details see Agent Workspace.

The Phone offers the ability to generate DTMF tones during any session connected to an agent or IVR system that can receive them.

The key pad is revealed in a drop down by clicking Phone button.

The button shows the current user's logged-in name. By clicking, the user can

  • go available for automatic session assignment, on all endpoints or the one selected
  • request a break. As this may have consequences for the dialing rate, sessions in queue, etc, a break may not be granted immediately
  • end the agent logged-in session (by logging out)

Voice – go available, waiting for incoming, dial designated inbound number

Chat – demo customer chat also set up to connect direct

Chat comes in – details popped, contact history shown

Email – send to demo email address

Agent can log into any running campaign

Hubspot outbound – customer screenpop

No demo data upload to Hubspot – go via Sytel

Standard outbound script

Inbound – no disposition dropdown – in the script instead