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Accessing the platform
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Internal Chat: By clicking on this button, the internal chat will open, allowing you to send and receive internal messages to other users of the platform. Initially, you will see a list with all the users you can communicate with. Click on the user you need, and a conversation window will open, displaying previously sent or received messages. Write your message and send it. The user will receive an alert and can respond to your message immediately.
Message Broadcast (Internal Chat): If you want to send a message through the internal chat to multiple users of a specific role (broadcast), simply click on the "Broadcast" button located in the upper right corner of the chat.
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Then, select the role of the users you want to send the message to, compose the message, and send it to the selected role users. All users will receive a notification indicating that they have received a new message.
Notifications for new interactions and pending tickets list: It consists of a notifications icon indicating the number of tickets with new interactions or pending tickets on the platform. By clicking on the bell icon, you can view a more complete list showing information on the pending tickets to be attended to and their most recent interactions. In addition, in this list you can differentiate tickets that have upcoming scheduled tasks or scheduled tasks that are delayed. Click on each item in the list to access the ticket and manage it.
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Stopwatch, Current Campaign, User Profile Menu, and Status Changes: This consists of a stopwatch that measures the time the user remains in a specific status (in management, in pause, etc.). The stopwatch displays the elapsed time, the campaign the user is working on, and the user's current status (each status has a characteristic color). By clicking the stopwatch button, a menu will be displayed that allows you to change your status within the platform or change the campaign you are working on. Additionally, it displays options to access the user's profile, enable/disable the softphone, and log out of the platform.
Campaign Change: Platform users can work on multiple campaigns simultaneously. Click on Change current campaign to select the campaign you want to work on. By doing so, the information you will see on the screen (ticket listing, dashboard information) will be the information corresponding to the selected campaign.
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STATUS | COLOR | DESCRIPTION |
|---|---|---|
Disconnected | Grey | This is the status that indicates the agent is disconnected, has not logged in, and is not working on the platform. |
In Standby | Yellow | This is the initial status of the agent, i.e., the state with which the agent logs in to the platform. It indicates that the user is preparing at their workstation to start working and managing tickets on the platform. |
Available | Green | This is the status in which the user can start working. It indicates that the user is ready and waiting for new tickets and interactions to manage. |
Busy | Red | This is the status to which the agent automatically switches when managing a ticket. It indicates that the user is busy. Depending on the user's configuration and campaign, the user may or may not receive new tickets and interactions when in this state. |
In Pause | Blue | This is the status in which the agent can step away from their workstation or interrupt their work. It includes different types of pauses to indicate the purpose of this: LUNCH, ABSENT, BACKOFFICE, BATHROOM, TRAINING, RESTING, MEDICAL PROBLEMS, FEEDBACK, MEETING. |
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SHORTCUT | ESTADO DESTINO | DESCRIPTION |
|---|---|---|
Alt + 1 | Disconnected | Logs the user out and takes them to the login page. |
Alt + 2 | Available | Directs the user to the platform's home page. |
Alt + 3 | In Pause | Takes the user to the pause page. |
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