Contents Introduction... 4 Features new to CyDesk Web... 4 Call History: - Show All or Filter by Category... 4 Call History: - View the Call History of other Agents... 4 Busy Agents: - Hover to View who they re in a call with.... 4 Outlook CRM integration into the CyDesk Web Client... 5 Search for everything in Agents and Extensions by using blank search fields... 5 Select All from a Search Listing and bulk add to your Favourites... 5 Click to Dial for Microsoft Edge and Google Chrome... 5 How to Login or Logout to/from CyDesk Web... 6 Returning Users: Logging in to CyDesk Web... 6 First Time Users: Accessing the CyDesk Web client... 7 Chrome Users: Creating a Desktop icon link... 8 Chrome Users: How to allow Notifications... 11 Chrome Users: Installing the Click to dial plug-in... 13 Changing your Status and/or Logging out... 14 How to Use the Search Functions... 15 Search for anything, or everything!... 15 Searching and Dialling your CRM Contacts... 16 Search Page Actions... 17 Hover over other Agents to Identify their Call... 18 How to Add Contacts to your Favourites Page... 19 How to use Favourites in the optimal manner.... 20 Creating a New Group... 20 Moving Contact Up or Down using Drag and Drop... 21 Move Contacts to an existing Favourites Group... 22 Bulk Activity Move Items to Different Group or Remove from Favourites... 23 How to create a New Speed Dial... 24 How to edit (or delete) an existing Speed Dial... 25 Alert Me When Available... 26 How to use Call History... 27 Call History (made by you) sorted by Date... 27 Call History (made by you) sorted by Category... 28 Call History made by other Agents... 29 1
How to Transfer Calls... 30 Active Call Screen... 31 Call Controls and Information... 31 Multiple Matches Found... 32 Alerts in the CyDesk Web client... 33 Using the inbuilt Dial Pad... 34 Waiting Calls (in Queue)... 35 Mandatory Requirements... 35 Queued Calls - Receive... 35 Queued Calls - Send to another agent... 36 My Calls Hold / Un-Hold / Hang Up... 37 Recent Calls (as distinct from Call History)... 38 Recent Conversations and Sending Messages... 39 Requirements... 39 Action Menu... 39 SMS Functions... 40 Requirements... 40 How to Send an SMS... 40 How to Use your SMS History... 41 How to Reply to an SMS... 41 Queues... 42 Queue Statistics... 42 Queue Actions... 43 Queue Display Settings... 44 Teams... 45 Requirements... 45 Team Statistics... 45 Team Actions... 46 Team Display Settings... 47 Campaign Calls... 48 Preview Campaign Call... 48 Progressive Campaign Call... 49 Queue Call Back... 50 Web Call Backs... 51 Email... 52 Customising CyDesk Web to meet your preferences.... 53 How to Change your Login Password... 53 2
How to Update or Remove your Profile Picture... 54 How to Display and Edit your Profile Settings... 55 How to activate Compact View Settings... 55 How to Hide Logged Out Agents... 57 How to Adjust your Volume Settings... 58 Moving More Items Up / Down... 60 Show more Items in the Menu Footer... 61 How to Restore Default Settings... 61 List of Alerts and Notifications in Chrome... 62 Campaign Call / Queue Call Back / Web Call Back... 62 Force Break... 62 Incoming Call... 63 Missed Call... 63 Email... 63 Incoming Message... 64 Calendar Break... 64 Alert Me When Available... 65 Using About CyDesk to verify your version... 66 3
Introduction This document presents an overview of CyDesk Web. The CyDesk client is a web based CTI interface which brings additional contact centre functionality to each agent s desktop. Being an HTML browser based application, users of the software can log in into (and operate) CyDesk Web without having to install any software locally on their workstations. In addition, if CyDesk Web is deployed in the cloud, users can login from any location via the internet. Features new to CyDesk Web Call History: - Show All or Filter by Category Agents are now able to view their Call History listings in two primary modes; Date based and Category based. If an Agent chooses Date, calls are listed chronologically, most recent first. If an Agent chooses Category based listings, the Agent is also presented with the choice of which category? Inbound, Outbound, or Missed Calls? Refer to How to use Call History for more detail. Call History: - View the Call History of other Agents Agents are now able to view the Call History of other Agents, if they re configured to have that permission. Please Note: Certain Agents can also be configured to have their Call History made unavailable for anyone else to see. For example, a Company Owner might wish to see the Call History of his employees but not vice versa. The configuration options for these features exist in CyDesk Manager, the central Administration portal. Refer to Call History made by other Agents for more details. Busy Agents: - Hover to View who they re in a call with. A highly useful feature which enables users to see at glance which Agents are on a call with whom. Please Note: This feature is also a configurable option in CyDesk manager (the central Administration portal.) Refer to Hover over other Agents to Identify their Call for more details. 4
Outlook CRM integration into the CyDesk Web Client Link your local Microsoft Outlook contacts data straight into your CyDesk Web client. Very useful for users who have built up a valuable list of contacts in Microsoft Outlook over the years. Search for everything in Agents and Extensions by using blank search fields It s now possible to list all Agents in your phone system by searching with blank criteria. This also applies for Extensions. The benefit? Quickly find and route a call to any Agent without needing to know their extension. Very useful in large call centers. Please refer to How to Use the Search Functions for more detail. Select All from a Search Listing and bulk add to your Favourites After performing a search, from the returned list it s possible to select all and this will allow you to bulk add items to your favorites. Click Actions in the top right corner of your CyDesk Web screen. Click to Dial for Microsoft Edge and Google Chrome Click to Dial allows users of Microsoft Edge and Google Chrome (with this plugin installed) to open any web page and phone numbers displayed on that page will be underlined. Click on a number and CyDesk Web will populate your CyDesk Web Dial Pad allowing you to make a call straight from a web page. 5
How to Login or Logout to/from CyDesk Web If you haven t used CyDesk Web before, read this section for First Time Users If you re using Google Chrome, we recommend creating a Chrome Desktop App Returning Users: Logging in to CyDesk Web 1. Open CyDesk Web (we recommend using the Chrome Desktop App mentioned above) 2. Enter your username (it should be a pre-configured Agent name setup in CyDesk Manager) 3. Enter your CyDesk Agent password (if required, the default is blank) 4. Click Sign In 5. Select the extension which is normally associated with your desk phone. 6. If you want to go to break straight after signing in, select break as well 7. Click submit 8. If login is successful, then it will open the default page. 6
First Time Users: Accessing the CyDesk Web client 1. Your local IT Administrators will provide the relevant CyDesk Web URL for you. 2. Open your provided site URL in any web browser of your choice. 3. For example, a working URL to bookmark might be http://10.1.1.177:5000/ 4. Note: You might want to save your CyDesk Web URL as a regular bookmark! 7
Chrome Users: Creating a Desktop icon link The goal in this section is to help Chrome users create a permanent desktop app which specifically opens CyDesk Web. You can resize your CyDesk Web Desktop App to be any size and location, and those settings will operate independently of your normal Chrome browser. 1. Create the page as a desktop application which lives as a Shortcut on your Desktop. a. In Chrome, Go to Menu > More Tools > Add to Desktop b. Enter the name CyDesk Web c. Tick Open as Window d. Click Add 8
2. Go to your Desktop and double click on the icon CyDesk Web 3. It will open CyDesk Web in a new browser window (without your typical address bar) 9
4. In your Task bar at the bottom of screen, Right click on the icon in your Task bar which identifies CyDesk Web, and select Pin this program to taskbar. Doing this last specific step will store CyDesk Web as a permanent link on your Task Bar which you can open at any time! 5. You should now be able to open CyDesk Web from both the icon in your Task bar and from the shortcut icon which was loaded on to your desktop! 10
Chrome Users: How to allow Notifications (CyDesk Web is designed to use Notifications. They bring useful information to an Agent s attention on an as needed basis in real time) a. Open a Chrome browser b. In the top-right corner, click the menu icon: c. Click Settings. d. Make sure that Chrome is your default browser if not then click on Make Google Chrome the default browser e. Click Show advanced settings at the bottom f. Under "Privacy," click Content settings. g. Under "Pop-ups," select Allow all sites to show pop-ups. 11
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Chrome Users: Installing the Click to dial plug-in Navigate to the Chrome Web Store (https://chrome.google.com/webstore) and search for CyTrack and select add to Chrome You will be prompted with an authorisation request to permit the extension to read content on websites you visit. This is required to recognise telephone numbers and enable the click to dial functionality. Once installed, you will notice the extension icon within the Chrome extension bar. As a one-time configuration, provide the following information; Desk Web URL The URL address of the CyDesk Web gateway. i.e. http://mydeskwebserver.com:5000 Prompt before dialling in DeskWeb Enable this feature if you wish to be prompted to dial, alternatively the extension will dial the applicable number with a single click. Show phone icon disabling this option will remove a phone icon that is displayed beside the detected phone number. Block URL enter the web URL of any specific site that you require the Desk Web dialler to not function on. Multiple URL addresses can be entered, one entry at a time. Once the extension options have been saved and configured, you will need to log out of CyDesk Web, and log back in for the dialler to work. Phone numbers will then be underlined indicating they can be clicked and CyDesk Web will dial them, as per the below example: 13
Changing your Status and/or Logging out You can change your public Status or logout from CyDesk Web with the following steps: 1. Click on status underneath Agent Name. 2. Select different status or scroll down at the bottom to Click logout. 14
How to Use the Search Functions Search for anything, or everything! The Search Functions in CyDesk Web open endless possibilities for Users. If enabled on your Agent account in CyDesk Manager, you can search your company s CRM and you can add those contacts into your regular Favourites lists. In your Footer Icons, enter the search criteria in the search field and click on the Search Icon to commence a search. You can also click on the More icon (in the bottom right corner) and then choose Search in the Drop Down list which presents itself at that time. You can search the following entities from the search page: (Note the dropdown options) 1. Agents: It will display the list of Agents matching the string in search field (As of June 2017, if you search on blank all Agents are listed) 2. Extensions: It will display the list of extensions that include the numbers searched (As of June 2017, if you search on blank all Extensions are listed) 3. Queues: It will display the list of all queues that matches the string regardless of being an active member of queue 4. CRM Entity: It searches the entire CRM contacts for the string (the CRM an Agent searches is configured by an Administrator in CyDesk Manager) 5. System Speed Dial: It searches your local list of system speed dials for the search string. 6. Global: It searches all your sub categories for the search string (this could possibly produce big lists so beware!) 15
Searching and Dialling your CRM Contacts CyDesk Web allows Agents to connect with an external CRM, search a contact and then do certain actions (e.g. dial the number, send SMS or add to Favourites, etc.) Note: The choice of CRM available to your specific Agent profile is configured centrally in CyDesk Manager. If agent is not logged into CRM, then it will show in Alert that CRM Login Failed. - Click on Alert - Enter the credentials - Click Login To dial a CRM contact: - Go to More > Search - Select the CRM Entity from drop down - Enter the name - Click Search button - It will display the CRM contact. - To dial the contact, click on the menu next to the contact and select Call XXXXXXXXX. - If it s useful, Add the CRM contact to your favourites too! 16
Search Page Actions After you Search for contacts using either CRM Entity, Agents or Global, etc., you can perform single or multiple actions on the returned list of contacts. For example, Single Actions 1. An Agent can call any contact from the list or send an SMS 2. An Agent can add or remove a contact to/from their personal Favourites list. (Please note: Personal Favourites are unique to each User.) Multiple Actions 1. You can add or remove contacts to your Favourites List in bulk. a. Go to Actions then click Select All Items or select items one by one b. Go to Actions then click Add to Favourites or Remove from Favourites 17
Hover over other Agents to Identify their Call Note: This feature is also available for Agents who are added to your Personal Favourites. If your fellow Agents have been configured in CyDesk Manager to allow their live calls to be visible to other Agents, AND if you are configured in CyDesk Manager to be allowed to oversee who your fellow Agents are in calls with, whenever you see a red circle around any Agent profile photo, you can hover your mouse over their profile photo and the associated Call details with the 3 rd party will present itself, as seen in the attached screenshot. 18
How to Add Contacts to your Favourites Page Your Favourites are profile based, and will be visible whenever logging into CyDeskWeb from any device. This is useful for Agents who need to move from one workstation to another as part of their daily duties. This page shows an example of how to quickly add favourite contacts, queues, and teams. Please note the Add to Favourites function exists in many locations in the software. To add a contact to your Favourites page, (by searching), follow the steps: 1. Go to More > Search page 2. Select the type of data you d like to Search on. (e.g. Agent, Extension, Queue, Team, CRM Entity, Speed Dial, Global) 3. Enter the name and hit Search button 4. Click on Menu button 5. If it is already added in Favourites, then you will see a tick highlighted next to Favourite otherwise click on Favourite 6. Select the group (e.g. Favourites) 7. Repeat the steps from 2 to 6 for other contacts 8. Go to Favourites page and expand Favourites. 9. You should be able to see all recently added contacts. 19
How to use Favourites in the optimal manner. At the uppermost level, two sorts of entities can be created: Create New Group creates a group where contacts, teams, queues, extensions and speed dials can be added Create New Speed Dial creates a speed dial with name and number Creating a New Group You can create a new group to organize your favourite items. If no group is created, then any added favourite items will show under general Favourites. 1. To create a group, click on Actions 2. Click New Group 3. Enter group name and Save 20
Moving Contact Up or Down using Drag and Drop You can use the option Move down or Move Up as well as traditional Drag and Drop mouse movement to change the position of an entity in your Favourites page 1. Click on Menu icon next to Favourite entity and Click Move Down / Up 2. Drag any contact to a different position in list within same / same / another group 21
Move Contacts to an existing Favourites Group You can move the existing entities in your Favourites page to and from different groups 1. Click on Menu icon next to a Favourite entity 2. Click Move to group 3. Select the group from popup window 4. The contact will remove from the current group and will show under new group 22
Bulk Activity Move Items to Different Group or Remove from Favourites To move entities in your Favourites page in bulk to and from different Groups 1. Click on Actions 2. Click Select Items or Select All Items a) Select Items: By default, no item is selected so Agent can select one by one b) Select All Items: By default, All items in the list 3. Go to Actions, and select one of the following options: a) Select None: Unselect all items in list b) Cancel Select: Remove check box next to all items c) Move Group: When this option is selected, it will pop up a window with list of groups - select a group to move all selected items. d) Remove from Favourites: Remove all selected items from Favourites 23
How to create a New Speed Dial At any time, you can create a new speed dial and then add the item in favourites group. 1. To create new speed dial, click on Actions 2. Click New Speed Dial 3. Enter the details a. Name b. Company c. Main Phone d. Home Number e. Mobile Number f. Other Number1 g. Other Number2 4. Click Save 24
How to edit (or delete) an existing Speed Dial To update a Speed Dial, click on Actions menu of existing speed dial. Update the details: o Name o Company o Main Phone o Home Number o Mobile Number o Other Number1 o Other Number2 Click Save To delete a speed dial, click on Delete in action menu of existing speed dial o Click Yes on delete speed dial confirmation window, otherwise click No to ignore 25
Alert Me When Available This option is only applicable to agents with status: Logged out, On Break, and Busy. If this option is ticked for any agent, then it will prompt a message when an agent becomes available. 1. To select this option, click on action menu of an agent with following status: a. Logged out b. On Break c. Busy 2. Tick on Alert me when available 3. An alert is created when agent is available a. Call: Agent can call the available agent on extension b. Ignore: An alert is removed from the list 26
How to use Call History Call History (made by you) sorted by Date There are essentially two modes of Call History. Mode One is All Calls sorted by Date, and Mode Two are All Calls filtered by Category. Note the attached screenshot. The upper red circle is where you choose either of those modes. After your Call History refreshes to screen, each phone call has a menu option on the right side of screen. From there, you can call a number again, or send an SMS. 27
Call History (made by you) sorted by Category This page provides a history of calls grouped by Missed Call, Outgoing Call, and Incoming Call. - Play if recording was enabled for the call then agent can play the recording as well - Date Time displays the date and time of the call - Duration displays the duration of the call - Actions - allows the agent to make call, send SMS, or add to favourite group, etc. - Contact Name displays the name of CRM contact with number - CRM Contact Link agent can click on customer name if highlighted in blue colour. It will open the contact CRM If required, you can refresh your Call History lists by clicking the button. 28
Call History made by other Agents Note: The ability for a given Agent to see the Call History made by other Agents is determined by your Administrator. Further, the permission for your Call History to be seen by other users is also configured in CyDesk Manager by your Administrator. Step One: - Do a Search for your other Agents or look up your Favourites, and then click on a given Agent s associated dropdown list. Step Two: - Click on the option View Call History If required, you can refresh your Call History lists by clicking the button. 29
How to Transfer Calls Agents can transfer calls when an active call is visible in their CyDesk Web screen. There are two types of transfers allowed in CyDesk Web, Supervised and Unsupervised. People often use the unsupervised option but both options are required in the real world. To do either, follow these steps: 1. Answer the incoming call 2. Go to your Favourites Page to find the destination Agent, or perform a Search 3. Click on the Menu icon of the destination Agent 4. Select Hold then call agent on XXXXX to do a supervised transfer a. Click on Complete Transfer to successfully transfer the call. b. Click on Reconnect to disconnect the new call and connect with the original caller. 5. Select Transfer to agent on XXXX to do unsupervised transfer. It will disconnect with the call and put both the original caller and new caller on line. 30
Active Call Screen Call Controls and Information When there is an incoming / outgoing call the Active Call screen appears. The screen shows call information along with some controls on how to handle the call. Active Call Screen will display call related information, such as Caller ID, Queue Name, and Duration. If an agent has logged in to CRM and caller information exists in CRM, then it will also display the CRM contact name with the hyper link to his page. Active Call Screen also contains the following call controls to perform different actions: - Answer Answers the call - Hang Up Disconnects the call - Transfer Forward the call to someone else - Hold Put the call on hold - Recording If call is recording then icon will change to with flashing text REC o To stop / start the recording, click the icon. 31
Multiple Matches Found During an Active Call, if there are multiple entries in your linked CRM for a given contact number, AND if you re successfully logged in to your CRM, CyDesk Web will display the list of CRM Contacts associated with that contact number. You can click on Multiple Matches Found and, if required, you can select one of the contacts and link that specific contact with your Call. This is particularly useful if you need to transfer the call to a fellow Agent. When you transfer the call, it will display the linked contact name on CyDesk Web for the benefit of the other Agent. 32
Alerts in the CyDesk Web client You ll occasionally receive an Alert notification when using the CyDesk Web. Here are some examples of the types of Alerts you might see while using the software: CRM Login Failed it appears right after login if the CRM is failed to login. Campaign Call / Call back it appears if there is a campaign call or call back request waiting for dial out Message / SMS it appears if the User has received a message from another user or SMS. If you do receive an alert it will show the Alerts icon with red highlighting (i.e. number of alerts). Click on alert to open the list. Unread alerts are shown in bold text. Click on View to open the page for further action Click on ignore to remove alert from the list 33
Using the inbuilt Dial Pad The Dial Pad exists in the Footer Menu. It allows you to make an outgoing call anytime, assuming you re not already in an Active Call. Enter the number using Dial Pad and press green call button Once the call is initiated then an Active Call Screen will appear, with call controls to Hang Up or Hold The Dial Pad will change to Dial Digit window (i.e. Dial Digit window does not have green call button and it is only used for sending digits after the call is connected) Alternatively, you also can make an outside call using these following steps too: Click on the Menu button Click Another Number Enter the number and click green call button It will put the current call on hold and start a new call 34
Waiting Calls (in Queue) Note: As a prerequisite, the agent profile needs to be configured in CyDesk Manager with this option enabled. This option can be accessed from More > Waiting Calls and/or it will open by default after the agent has logged in. Mandatory Requirements An option called Show Queued Calls must be turned ON in your Agent profile within Desk Manager. Queued Calls - Receive If you wish, you can choose to receive a waiting call in queue, even if your status is Busy or on Break but please note, it is a choice which isn t forced on you. Go to More > Waiting Calls - Go to Queued Calls - Expand the current call by clicking the down arrow next to the number - Select Receive option - Click Receive button - If there is an active call, then it will put current call on hold and connect to the new call. 35
Queued Calls - Send to another agent If you re a Supervisor, you can send a call in a Queue to another Agent even if they re already busy with a call, or on a Break. - Go to More > Waiting Calls - Go to Queued Calls - Expand the current call by clicking the down arrow next to the number - Select Send to other agent option - Click Send button - For other agent, if there is an active call then it will put current call on hold and connect to new call 36
My Calls Hold / Un-Hold / Hang Up If Agent puts call on hold then it will display in My Calls tab within Waiting Calls page where he can do following actions with the call. - Hang Up will hang up the held call - Un-Hold will put the active call on hold and Un-hold the current call 37
Recent Calls (as distinct from Call History) This page displays the information about every incoming, outgoing and missed calls associated with a specific phone number. It s important to note that these menus can be accessed while the call is in progress AND retrospectively after the call has finished. 1. When a call is in progress, click on the icon and click on Recent Calls 2. It will open the Recent Calls page and display agent name, extension, date and time of a call for each incoming, outgoing and missed call associated with this caller id. 38
Recent Conversations and Sending Messages This page displays a list of conversations with other agents. Agents can send messages internally to another agent if they re authorized to do so. Requirements 1. CyDesk Manager is important here. An Agent s profile in CyDesk Manager must enable the option (Allow send/receive notes for anyone) 2. AND the target agent must be logged in to CyDesk Action Menu The Send Message option is available in an Agent s action menu in multiple locations (e.g. Favourite, Search, Queue, and Team). 1. Go to a page where Agent s action menu is available (e.g. Favourite, Search, etc.) 2. Click on the Action menu 3. Click option Send Message 4. Type a message 5. Click the Send Button or press enter. The list of conversations can be accessed from Recent Conversations page in More menu. Clicking on one of the row in Recent Conversation page will display the history of conversation with an Agent in separate page. Note: The list of recent messages in the Recent Conversation page is volatile. It is meant primarily as an instant messenger service and it will disappear once an Agent has logged out. 39
SMS Functions If an Agent is authorized to do so, an Agent can send an SMS to any other Agent s mobile number, or to a CRM entity or to a custom number. The Send SMS option is available in the Action menu from multiple locations (e.g. Favourite, Search, Queue, and Team) for all outbound contacts who have a mobile number set in their profile. (Something to note: Outbound contacts are not only your fellow Agents, they can exist in data sources such as a linked CRM for example.) Requirements CyDesk Manager is important here. An Agent s profile in CyDesk Manager must enable the option Allow SMS Sending for this function to operate correctly. How to Send an SMS 1. Go to a page where an action menu is available (e.g. Favourite, Search, etc.) 2. Click on Action menu 3. Click option Send SMS 4. It will open Send SMS page and loads the history of SMS with this number 5. Type a message 6. Click send button or press enter. 7. An acknowledgement message SMS sent successfully will display. 40
How to Use your SMS History Your list of outbound SMS transmissions can be accessed from the SMS History page in More menu. The page will display the history of incoming and outgoing SMS transmissions in descending order. Agent can expand the SMS by clicking the dropdown arrow next to the number - it will display details of SMS. How to Reply to an SMS 1. Go to More > Show History page 2. Click on Action menu of received SMS 3. Click on Send SMS for Reply 41
Queues Available when CyDesk is used in conjunction with CyCC If an Agent is authorized to do so, an Agent or Supervisor can access Queues depending upon their rights. Agents and Supervisors can see (1) Queue Statistics (2) Queue Actions (3) Queue Display Settings Queue Statistics An Agent can see Call, Queue, or Agent status within a Queue: 1. Go to More > Queues 2. Expand the Queue 3. Expand the Team (if applicable) 4. Following queue / call statistics are displayed: a. : - Number of active calls b. : - Maximum duration of a call among other active calls c. : - Average duration of active queued calls d. : - Maximum duration of a call today in this queue e. : - Number of calls received f. : - Number of abandoned calls g. : - Number of logged in agents in this queue h. : - Number of available agents i. : - Number of agents busy j. : - Number of agents on break 42
Queue Actions Agent can perform following actions on Queue: Login / Logout of Queue: - Agent will not receive a call from this queue if logged out. Call the Queue: - Agent can call the queue to talk with any available agent in this queue Favourite: - Agent can tick Favourite to include this queue in Favourites list Hold then Call the queue: - Agent can put the current call on hold and then call the queue to consult with any available agent Transfer the call to the queue: - Agent can do transfer an active call to this queue without consulting with any available agent 43
Queue Display Settings Agent can reset display settings of a queue: All: - Display all queues Member: - Display only membered queues Favourite: - Display queues which are marked as Favourite 44
Teams Available when CyDesk is used in conjunction with CyCC This page provides an agent or supervisor access to the Teams. Requirements CyDesk must be running under Team mode Team Statistics Agent can see Call, Team, or Agent status within a Team: 1. Go to More > Team 2. Expand a Team 3. Following statistics are displayed: a. - Number of logged in agents in this Team b. - Number of available agents c. - Number of agents busy d. - Number of agents on break 45
Team Actions Agent can perform the following actions on Teams: 1. Send Message: - Agents can send a message to a team if the option Allow send/receive notes for anyone in Agent s profile is enabled in CyDesk Manager. 2. Favourite: - Agents can tick Favourite to include this team in their Favourites list 46
Team Display Settings Agent can reset display settings of Team: 1. All: - Display all Teams 2. Member: - Display only membered Teams 3. Favourite: - Display Teams which are marked as Favourite 47
Campaign Calls Available when CyDesk is used in conjunction with CyCC Callback in Queue or CyCall Agents can handle campaign calls in this page. Note: In certain circumstances it might be necessary for an Agent to avoid a Call-back and to transfer a Campaign Call to a fellow Agent or a Supervisor. This can be achieved by specifically selecting Transfer to Another Agent without Dialling. Preview Campaign Call Call information is loaded on screen and allows agent to initiate the call manually 1. Agent gets a pop up with assigned call information 2. Click Start button to initiate the call when call information is loaded 3. Edit the number to dial a different number 4. Select completion code without dialling, during or after the call 5. Click on Submit button to submit the completion code 6. Click Hang Up button to disconnect the call 7. An Agent becomes available for their next call automatically when: a. Current call is disconnected AND a completion code is entered, or b. OR if an Agent enters a Completion Code without dialling (Please Note: This option must be enabled in CyDesk Manager) 48
Progressive Campaign Call Call information is loaded on screen and the call is initiated automatically 1. If browser is not on focus (minimized or in background) then it will create pop up with call information and View button 2. Click View button to see the active call screen and completion code 3. Select completion code during or after the call and click Submit button 4. Click Hang Up button to disconnect the call 5. An Agent becomes available when a current call is disconnected AND a completion code is entered. 49
Queue Call Back When a queue call back request is assigned to an Agent then it will display pop up with the caller information: 1. Click View button to see more information 2. Click Play Voicemail to run audio in media player 3. Edit the number to make call on different number 4. Click Start button to initiate the call 5. Select completion code before, during or after the call and click Submit button 6. Click Hang Up button to disconnect the call 7. Agent becomes available when current call is handled completely 50
Web Call Backs When a web call back request is assigned to an Agent then it will display pop up with the caller information: 1. Click View button to see more information 2. Notes field displays a message from requester 3. Edit the number to make call on different number 4. Click Start button to initiate the call 5. Select completion code before, during or after the call and click Submit button 6. Click Hang Up button to disconnect the call 7. Agent becomes available when current call is handled completely 51
Email When an email is assigned to an Agent, then it will create an alert in Desk Web. 1. Click on View in alert to display the email information or go to More > Email 2. The page will display email information (i.e. From, Subject, and Queue) 3. Email is forwarded to Agent s email address 4. Agent status will remain busy until completion code is entered 52
Customising CyDesk Web to meet your preferences. This page provides some examples on how to set up your personal profile settings. Examples of the functions you might want to use are; Changing your Login password Updating or removing your profile photo Displaying and editing your personal settings Displaying and editing your audio playback volume settings. How to Change your Login Password Perform the following: 1. Click on picture at top left or go to More > Edit Profile 2. It will open the Edit Profile Page 3. Expand Change Password 4. Enter Current Password or leave blank 5. Enter New Password in following two fields to confirm 6. Tick Show Password to display entered password 7. Click Change Password to update the login password 53
How to Update or Remove your Profile Picture To change your profile picture, perform the following steps: 1. Click on the picture at the top left, or, go to More > Edit Profile 2. It will open your Edit Profile Page 3. Expand Profile Picture 4. Click Choose/Edit Profile Picture 5. Select the picture (must be in jpeg or png format) 6. Click Update to set new profile picture 7. Click Remove to remove existing profile picture 54
How to Display and Edit your Profile Settings There two types of display: Standard and Compact View Standard View Shows the Agent s picture, status, break icon, and time on status. The status of an Agent can be identified by the coloured circle around the picture (refer to Status Colour Scheme below). Once the status of an Agent is changed then it automatically updates itself. Status Colour Scheme: a. Green Available b. Red Busy c. Yellow Break d. Grey Offline e. Blue Wrap Up Compact View Shows the status, break icon, and time on status. Description of compact view icons: Available Break Busy Break Offline Busy Standard View Compact View How to activate Compact View Settings 55
Agents can change the display type from compact to standard, or vice versa in Edit Profile page: 1. Click on picture at top left or go to More > Edit Profile 2. It will open the Edit Profile Page 3. Expand Profile Settings 4. Tick/Untick Compact View option 5. Click Save Changes 6. It will change the view in Favourites, Search, Queue and Teams page 56
How to Hide Logged Out Agents In a high-volume call centre, Agents may not wish to see logged out agents in their Favourites page, so the option is available to Hide logged out Agents in their Edit Profile page: 1. Click on picture at top left or go to More > Edit Profile 2. It will open the Edit Profile Page 3. Expand Profile Settings 4. Tick/Untick Hide Logged Out Agents option 5. Click Save Changes 6. It will hide all logged out agents from My Favourites page if the options are ticked. 57
How to Adjust your Volume Settings CyDesk Web can generate audio alerts when required, for example, a new message from another Agent or an incoming queue call. You can set the volume in these steps: 1. Click on your picture at top left or go to More > Edit Profile 2. It will open Edit Profile Page 3. Expand Profile Settings 4. Slide the Volume bar to right to increase the volume or left to decrease it 5. Click Save Change 58
Agents can change the position of menu items and sort the items at footer (e.g. Dial Pad, Favourites, and Call History, etc.). This page can be accessed from More > Customise Menu. 59
Moving More Items Up / Down To change the position of an item, agent can use the buttons Move Up and Move Down: 1. Select the item 2. Click Move Up to move it up 3. Click Move Down to move it down 4. Click Save to apply the changes 5. When saved, it will display a message Changes are Saved 60
Show more Items in the Menu Footer An Agent can increase or decrease number of menu icons in the footer by changing the width of their browser. Expanding the width will add more items and vice versa. How to Restore Default Settings Agents can restore default settings by clicking Restore to Default and then Clicking Yes. 61
List of Alerts and Notifications in Chrome CyDesk Web creates an alert / pop up for an Agent to notify about certain events (e.g. Force Break, Email, Message, Campaign Call, etc.) when browser is minimized or not on top. Campaign Call / Queue Call Back / Web Call Back When campaign call is assigned to an agent then a pop up will display Force Break A notification and popup is displayed when agent is placed on break forcefully by supervisor. 62
Incoming Call When an agent receives an incoming call Missed Call When an agent missed a call Email When an email is assigned to an Agent 63
Incoming Message When an agent receives message from another agent Calendar Break When an agent is put on break due to scheduled appointment in calendar 64
Alert Me When Available When an agent turn on Alert Me When Available for any offline, busy or on break agent, and the agent becomes available then it displays an alert and notification 65
Using About CyDesk to verify your version To verify which version of CyDesk you are using, do the following: 1. Go to More > About CyDesk 2. It will display a pop up with a text as Version (for example) 1.0.0-rc4 66