Agent Interface Tutorial

00:00 - Introduction

Welcome to this tutorial on the CloudOut agent interface. In this video, we'll walk through all the features and functionality available to agents, showing you how to efficiently handle calls and maximize your productivity.

00:45 - Logging In

First, let's cover how to log in to the agent interface. Open your web browser and navigate to your company's CloudOut URL. Enter your username and password, then click "Login." If you're using the desktop application, launch it from your computer and enter the same credentials.

01:30 - Agent Dashboard Overview

Once logged in, you'll see the agent dashboard. This is your command center for handling calls. At the top, you'll find your status controls, allowing you to set yourself as Available, On Break, or in other custom statuses. Below that, you'll see your current campaign assignment and performance metrics for the day.

02:15 - Call Controls

The call control panel is where you'll manage active calls. It includes buttons for answering calls, hanging up, transferring, muting, and placing calls on hold. You'll also see a timer showing the current call duration and caller ID information when available.

03:00 - Contact Information

During a call, the contact information panel displays details about the person you're speaking with. This includes their name, phone number, address, and any custom fields configured for your campaign. You can also see the contact's history, including previous calls and notes.

03:45 - Call Scripts

The script panel provides you with the approved talking points for your campaign. Depending on your configuration, this may be a simple reference or an interactive script that guides you through the conversation based on the caller's responses. You can click on different sections to navigate through the script.

04:30 - Disposition Codes

After completing a call, you'll need to select a disposition code to categorize the outcome. This might include options like "Interested," "Not Interested," "Call Back Later," or custom dispositions specific to your campaign. You may also need to schedule follow-up calls or add notes about the conversation.

05:15 - CRM Integration

If your CloudOut system is integrated with a CRM, you'll see additional options for updating contact records, creating opportunities, or logging activities directly in your CRM. This integration eliminates the need to switch between multiple applications during calls.

06:00 - Performance Metrics

The performance dashboard shows your real-time metrics, including calls handled, average handle time, conversion rate, and other KPIs relevant to your role. You can use this information to track your progress toward daily goals and identify areas for improvement.

06:45 - Conclusion

By now, you should have a good understanding of the CloudOut agent interface and its capabilities. Remember that you can access detailed documentation for each feature in our help center, and your supervisors are available if you need assistance.