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Getting started

UCS Operator is where a contact centre team handles its calls together. Queues spread incoming calls among the agents who are ready, agents pass calls on to the colleague or queue that can help, and supervisors watch the queues and step in where needed.

The application is built for handling each interaction quickly and without mistakes: the customer's record opens as the call rings, the call is controlled from one bar, and frequent actions are a click or a key away. Besides calls you can handle e-mails, SMS and tasks, and chat with your colleagues.

Everything you do – your status, your calls and how long they took – is recorded, so supervisors can follow the team live and report on agents' work afterwards.

Your status​

The status buttons in the upper right corner tell the contact centre whether it can send you work:

  • Ready – you are available. Work is assigned to you from the queues you are a member of. The button also lets you choose which channels you take, e.g. only calls and not e-mails.
  • Not ready – you are away or busy with something else. You pick a reason (lunch, meeting, ...); the reasons are defined by your administrator for your team.
  • ACW (after-call work) – set automatically when an interaction ends, so you can finish notes before the next one arrives. You return to Ready on your own or after a time limit set by your administrator.
  • Offline – you are not working and your statistics are not counted.

Going Offline does not log you out of the application, and logging out does not by itself make you Offline, unless your administrator has set it up that way.

The workspace​

The upper bar is always there: the user menu, a field for dialing a number and controlling the current call, a CRM search and your status.

Below it, the application is divided into tabs, listed at the side of the screen. A tab is one of:

  • a widget board – a grid of small panels (widgets) such as active calls, queue status, your statistics, a note or a speed dial,
  • a big widget – one widget filling the whole tab, e.g. a wallboard on a large screen,
  • a screen of the application, e.g. call history or the CRM.

More tabs open on their own as you work – the customer's CRM record when a call rings, an e-mail you were assigned.

Which tabs you have is decided by your administrator, usually through a template shared by your team. If you are allowed to change your layout, the user menu has Unlock elements; see Widgets.

Supervisors use the same application. What makes it a supervisor's workspace is the tabs: overviews of agents and queues, listening in on calls, assigning work.

Where next​

  • Dialing and receiving calls – answering, transfers, keyboard shortcuts
  • E-mails – how e-mails reach you, replying, templates and tasks
  • Call history – finding past calls and their recordings
  • CRM – customers, interactions and tasks
  • Widgets – what each widget does and how to arrange them
  • Reports – what the numbers in the reports mean