OneCloud: Contact Center for the Webphone

OneCloud: Contact Center for the Webphone

OneCloud has had extensive call center capabilities available through the portal for users who manage or participate in call queues. These statistics and features are now available on the WebPhone. 

The functionality is on by default, and available when a user logs in with a scope of Agent or Call Center Supervisor. 

This offers more freedom to choose the area in which to work, as well as saves users from switching between sites for the information they may need. With the Contact Center, it is possible for an agent to complete the lion’s share of their work in the WebPhone. 

For Agent and Supervisor scopes, the Contact Center icon will appear as a new menu selection on the left. When selected, you will be presented with the My Queues and My Stats tabs. 


My Queues 

This displays the queues you are assigned to. See your queue status, the number of agents assigned, and the number of people waiting. From here, you can log in and out of specific queues by clicking the log our/ log in icon to the right of the queue name.  

Clicking on the queue name will display additional information. The tabs will show calls waiting and queue agents.  

Incoming calls will identify which queue they’re coming from, and when completed. 


My Stats 

This displays user stats using charts. Stat charts include: 

  • Calls per hour 
  • Calls per day 
  • Calls per queue 
  • Today’s Queue Stats 

Specific charts can be added as cards to your personal desktop area by pressing the plus sign next to the chart.  


Queue Status 

The general status displayed on the upper right will control the status for all the queues. If you’d like to manage queues individually, you can do so in the My Queues tab of the Call Center section. 

Queue status options include:  

  • Go Online/Offline 
  • Single Call 
  • Lunch 
  • Break 
  • Meeting 
  • Other 


Dispositions 

Call dispositions are now available in the WebPhone as well, allowing agents to record notes on calls via a popup when the call is complete. You can opt for a disposition card to be displayed to record the reason and resolutions for the call. These can be set for inbound and/or outbound calls. Reasons are a sub-category of the dispositions so it is possible to have different reasons for different disposition codes. 

Definitions
Call Disposition - is a label that describes the outcome of a call
Call Reason - the reason why the call was made

Reach out to OneCloud support or your Reseller to activate disposition codes for your system.

Call Disposition Fields Displayed in CDRs

When downloading your call detail records you will see additional fields once the dispositions are enabled. Below is a description of the additional fields.
ParameterDescription
Disposition Typedisplayed as "inbound" or "outbound"
Disposition Timeautomatically measured as the duration in seconds between the time that a new CDR entry is created to the time that a Call Disposition form is completed
Dispositionselection from a list
Specific Reasonselection from a list
Notestext field that explains additional information about the call's outcome

Webphone Agent Experience

Once the dispositions are uploaded agents can label the outcome of both inbound and outbound calls by selecting a disposition. Then they can select a reason for the call and include a note to further explain the outcome of the call. This makes it simple for other agents to understand exactly what happened on the call, how successful it was, and if it requires further attention.

After a call is completed the user's interface will "pop" for the agent to select the appropriate disposition and reason code. Once complete the Agent will select "complete"

Compressed view:


Expanded view:


The Wrap Up/Disposition Pop-up will not prevent the next call if the Agent has not updated it before their wrap-up time is completed. If they need to update a previous call they can do so from the Call Center Tab in the manager portal. 

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