OneCloud Connect | Call Center Agent

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As a OneCloud Connect Call Center Agent, you gain access to a powerful suite of real-time analytics and management tools that empower you to deliver exceptional customer service:

1. Monitor queue performance metrics at a glance
2. Track your personal call statistics and performance indicators
3. View the current caller waiting queue with essential details
4. Seamlessly manage your availability with one-click queue login/logout functionality

Everything you need to optimize your workflow and enhance customer satisfaction—all in one intuitive interface.

My Stats

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1. Click on the "My Stats" Section of the Call Center 
   
   
2. A dashboard will display itself showcasing your call statistics for the day.
   
1. Queue Calls Today:
   
1. Number of calls answered for all Queues today.
2. Queue Talk Time:
   
1. Time spent on answered Queue Calls today.
3. Queue Average Talk Time:
   
1. Time spent on answered Queue Calls today.
4. Inbound Calls Today:
   
1. Number of attempted calls inbound to agent.
   
2. Excludes on-net calls and conference calls.
   
5. Inbound Talk Time:
   
1. Time spent by an agent on inbound calls. Includes talk and hold time. Excludes on-net calls and conference calls.
6. Inbound Average Talk Time;
   
1. Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls.
7. Outbound Calls Today:
   
1. Number of outbound call attempts by agent. Excludes on-net calls and conference calls.
8. Outbound Talk Time:
   
1. Time spent by agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls.
9. Outbound Average Talk Time:
   
1. Number of outbound calls by agent answered by remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls.
   
3. You can also view a graph that displays the number of calls that you have made and received filtered by calls per Hour or calls per Day.
   
4. On the "My Stats" page, there is a dashboard with information about all queues as shown below
   
1. Callers Waiting:
   
1. Active number of callers waiting in the selected queue. If none selected, total for all queues will be displayed.
2. Average wait time:
   
1. Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)
3. Average Handling Time:
   
1. Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)
4. Abandon Rate:
   
1. Percentage of calls offered that were abandoned in the selected queue. If none selected, total for all queues will be displayed. (Abandoned Calls) / (Calls Offered) 
5. Calls Answered:
   
1. Number of calls answered by agents in the selected queue. If none selected, total for all queues will be displayed.
6. Call Volume:
   
1. Number of calls originating through the selected queue. If none selected, total for all queues will be displayed. Includes answered calls, abandoned calls, forwards, voicemail and assisted calls handled

 My Queues

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View Callers Waiting

1. Click on the "My Queue" Section of the Call Center 
   
2. To see what callers are in the queue click on the blue number under "Callers Waiting"
   
   

How to login/logout of a call queue

1. Click on the "My Queue" Section of Call Center 
   
2. To logout of a queue click on the blue arrow under "Action"
   
3. To login to a queue click on the red arrow under "Action"
   
   
   

How to Change Agent Status

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These statuses can be created and updated on the myonecloud.com portal by the Call Center Supervisor.

1. In the top right of OneCloud Connect select the "Agent Status" Icon
   
2. Choose from our predefined status options to clearly communicate your current availability within the system. 
   
1. Go Online
   
1. Allows for calls to ring in with you.
2. Single Call
   
1. Will allow for a single call to come in, then change your status to away.
   
3. End Shift
   
1. Prevent incoming calls from all queues while appearing offline in the system.
4. Lunch
   
1. Enables your "Away" status, temporarily preventing incoming calls from reaching your line while maintaining your presence in the system.
5. Break
   
1. Enables your "Away" status, temporarily preventing incoming calls from reaching your line while maintaining your presence in the system.
6. Meeting
   
1. Enables your "Away" status, temporarily preventing incoming calls from reaching your line while maintaining your presence in the system.
   
3. For a custom status to be used a call center supervisor must create the custom status at myonecloud.com
   A custom status will have a grey icon
   
   
   

How to Make an Outbound Call

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1. In the top right of OneCloud Connect select the "Dialpad" Icon
   
2. To make a call, you can do one of the following
   
1. Dial a 10-digit phone number
   
2. Dial an extension
   
3. Type the Name of a saved contact
   
1. Autofills phone number based on the contact
   
2. Autofills the extension number