Control Agent Desktop

Note:

This section is applicable only for users of Campaign Manager integrated with Genesys PureCloud, Five9 VCC, and Cisco UCCE.

Control Agent Desktop is a web-based Agent application that allows control agents to perform one-click operations for managing non-consent contacts during manual dialing. Control agents can select one or more campaigns to filter non-consent contacts on the Control Agent Desktop for manual clicking.

The Control Agent Desktop application also provides performance reports that offer snapshots of crucial metrics. If an operator is selected for the Non-Consent Group or State Group, the control agent receives the contact number to be clicked on their desktop.

Consent/Non-Consent

Certain telecom regulations insist on Prior Express Written Consent (PEWC) from customers when enterprises make automated calls. Customers who have signed off a consent are known as Consent customers.

Enterprises cannot make auto-dialed calls to customers who have not signed off on PEWC - these customers are treated as Non-consent customers. If an enterprise has to reach out to a non-consent customer, it must be only via a manually dialed call.

Filters

The following filters decide what type of non-consent contacts the agent gets to handle:

• All—This displays all the contacts to the agent.

• Normal Contacts—This displays all except contacts marked for Callback calls.

• Callback Contacts—This displays only contacts marked for callback calls.

• Preferred Campaigns—This displays all contacts, only from the selected campaigns.

Login

Note:

An Administrator must first create a Control Agent Desktop agent as a user on the Campaign Manager application, without which an agent cannot log in.

The URL to log in to the Control Agent Desktop is part of the application package.

1. Go to the browser and enter the URL to get to the login page.

2. Enter a User ID and the initial password provided with the package.

Agent State

The availability state, known as agent presence, indicates agent states such as Ready, Not Ready, etc. Control Agent manually changes the work modes from Ready to Not Ready and vice versa. The following agent states are available:

• Ready—The agent is available to take calls. If the agent does not answer a call within configured duration, the call is revoked and routed to the next Available Agent.

• Not Ready—The agent is currently not available to take calls. The application does not route calls to this agent and route the call to the next available agent.

Agents can change the state by clicking the State dropdown box on the top right of the Control Desktop page and select an appropriate state.

Log Out

Agents can log out of the Control Agent Desktop by clicking the State dropdown box on the top right of the Control Agent Desktop page and selecting Logout.

Reports

The Control Agent Desktop’s Report tab displays the following data for the last one hour:

• Performance—Percentage of Total Contacts Accepted out of Total Contacts Presented

• Efficiency—Percentage of Total Contacts Accepted per minute

• No of campaigns assigned—Total number of campaigns assigned to an agent

• No of campaigns preferred to use—Number of campaigns that the agent selected to use

• Total Contacts Presented in last 1 hr—Number of contacts presented to an agent

• Total Contacts Accepted in last 1 hr—Number of contacts accepted by an agent

• Total Contacts Revoked in last 1 hr—Number of contacts presented to an agent but not accepted