Whether it's an inbound or outbound call, the agent workflow in CloudAgent remains consistent. The voice call process consists of four main components:

• Answering Calls: Agents begin conversations by promptly answering incoming calls.
• Call Controls: Agents use controls for tasks like muting, holding, and ending calls.
• Transfer: Agents transfer calls to third parties using different types for smooth communication.
• Conference: Agents connect conference calls to include multiple parties.

Let’s explore each in detail:

Answering a Call

When a call arrives, the agent interface prompts the user. If WebRTC auto-answer is disabled, agents must manually click to accept the call.

If auto-answer is enabled, calls are automatically connected.

After answering, agents move to the next screen. Agents can click the paper icon to reveal additional caller information.

IVR Journey of the Customer:

Agents can view the customer's IVR path by clicking on the IVR Journey dropdown for context.

Call Controls

After connecting a call, agents can use the toolbar to manage the interaction. Let's explore these icons and observe their changing states.

The control buttons work as toggles, activating or deactivating specific features. For instance, buttons like Mute, Hold, and Recording can be switched on or off with a single click. In terms of user experience, active buttons or controls are highlighted in red, while inactive ones stay unhighlighted.

Here are the Call Controls for agents, with brief explanations:

• Mute: Temporarily mutes the agent's microphone during the call to reduce noise or hold private conversations.
• Hold: Temporarily pauses the call, often used to gather information or consult before continuing.
• Transfer: Used to consult a third party (usually another Agent / Skill / IVR / Phone) to address customer questions. The call can be transferred in two ways:
  • Blind transfer: In this method, the initiating agent transfers the call to a third party, resulting in the initiating agent's disconnection and the new agent's connection with the customer.
  • Warm transfer: With this approach, the initiating agent transfers the call to a third-party agent, allowing both agents to participate in the call with the customer simultaneously.
• Conference: Adds more parties to the call with the customer.
• Recording: Agents can disable audio recording for sensitive information and enable it as needed.
• Dial Pad: Useful for navigating IVR menus during outgoing calls, and supports alpha characters.

• Disposition: Disposes of the call and provides an option to save after completion.
• Send Message: Send an outbound message to the customer while on call & initiate a simultaneous chat conversation. Refer here for more details.

Connect with 3rd Parties and Explore Transfer Types

We support two types of transfers:

• Blind Transfer: In this method, the initiating agent transfers the call to a third party, resulting in the agent's disconnection and the new agent's connection with the customer.
• Warm Transfer: With this approach, the initiating agent transfers the call to a third-party agent, allowing both agents to participate in the call with the customer simultaneously.
  • Agents can also toggle between the third party and the customer while keeping the third party on hold.

Within transfers, agents can choose from these entities:

1. Skills: Used when customers need to be rerouted to the correct group.

   1. An agent can also see the number of agents available in a particular skill while doing a skill transfer.

      

2. Agent: For specific agent requests, showing available agents.

3. Phone: For third parties not in the system, agents can enter their number.

4. IVR: Transferring to an Interactive Voice Response system.

When clicking a transfer button, the initial screen varies based on your choice. Here are the interfaces for different transfers:

• Skill Transfers: Choose a skill for routing from the searchable list.

• Agent Transfers: Select an agent for routing from the searchable list.

• Phone Transfers: Choose a phone number for routing, or directly enter one.

Conference

Conference calls work similarly to warm transfers but support multi-party participation. Agents can disconnect or hold individual participants.

Below is a screenshot of the agent's screen during a conference call:

Agents can conference with another agent or phone. Once the 3rd party is added, the agent sees the following screen:

Disposition

After a call, agents must complete a disposition to close the interaction.

Re-Dial

If a call disconnects, agents can redial the same customer after completing the current disposition process. To do this:

1. Select "Redial" during call disposal.
2. Once the call is disposed, the system will automatically reconnect the call.

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Note

• Redial works only in Blended and Manual modes.
• When enabled, "Pause after disposition" is disabled.
• Admin controls the number of redial attempts.

Additionally, you can redial the calls through the Call History option.

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Pause After Dispose

While on a call, if you notice a toggle button next to your status, you can enable it to set a pause reason. Once the call is disposed, you will automatically be moved to the pause status. If you have used this toggle and enabled the "Pause After Dispose" option in the ACW window, the system will prioritize the pause reason selected in the ACW window.