CX Agent Fundamentals: Using the Phone | OneCloud Support Portal

CX Agent Fundamentals: Using the Phone | OneCloud Support Portal



Accept the incoming phone call. 



On the left side of the menu, you will see a switch. What this switch does is it will pin the panel to the left so that you have a larger view of the main screen. 



Now, we’ll go over the on-call controls starting with the top left corner. 



The buttons with the phone icon will show you what type of interaction you are currently on.



Directly to the right of that is your mute and unmute button.



Lastly, to the right of the unmute and mute button is the record and stop recording button. Those two buttons are also shown in the in-voice panel as well. 



Next in the panel is the hold button.



Next to the hold button is the schedule button. For example, maybe you want to schedule a follow up call in two days. You can do so here and then click save. This will be updated in your calendar and will give you a pop-up reminder similar to the incoming call pop up.



The next button over is the cases button. This will allow you to create a case during your phone call interaction. You can add notes and pin the case or flag the case to make it easier to find. You can also create a link for this case if you need to share it with somebody within your organization. You also have an option to delete the case as well.



The button to the right of that is the conference and transfer button. You can transfer the call to anyone else that is set up with the one cloud CX system within your business. 
The next button is the dial pad. 



Then you have the flag button. If you need to review this call or bring it up to a supervisor, flagging the call will make it easier to find. Under the panel you can also type in notes.



Lastly, the phone icon button will hang up the call.
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