Training by role
Agent guide
An agent's day: sign in, set your status, answer conversations on every channel, make and take calls, transfer, record the outcome and follow your figures.
Watch the video
Steps
Sign in
Use the e-mail address and the temporary password your administrator gave you, or the link in your invitation e-mail. Then open Security and, under Your password, enter the temporary one and a new one and choose Change the password. Every sign-in may ask for the 6-digit code from your authenticator app: see Set up two-step verification. Use Chrome or Edge, not a private window, and a headset.
Open your Workspace
Choose Workspace in the menu. On the left are your status, Offers, My conversations and, when there is waiting work you may take, Team inbox. The open conversation is on the right. Choose Enable desktop notifications for offers so a new offer reaches you even when the tab is in the background.
Set your status
Under Your status, choose Ready, Not ready or Offline and choose Set status. With Not ready, pick the Reason: Break, Lunch, Training, Admin work or Meeting. Your status shows in the top bar. You receive offers only while you are Ready.
Accept or decline an offer
A new conversation arrives under Offers with the customer, the channel, the queue and a countdown. Choose Accept to open it, or Decline to pass it on. If offers go unanswered, you are set to Not responding and offers stop: set yourself Ready again to receive them. Under Team inbox, Assign to me takes waiting work yourself.
Reply on any channel
Open a conversation from My conversations. The thread shows every message across channels. Write in the box and choose Send (Ctrl + Enter sends). Attach a file adds a file, Canned replies inserts a prepared text, and Suggest a reply drafts one from your knowledge base where it is switched on. Switch to Internal note to write to colleagues: it is never sent to the customer.
Follow the channel's rules
The box offers only what the channel allows. On WhatsApp, free text is possible for 24 hours after the customer's last message. After that the box says: The 24-hour WhatsApp window is closed: only an approved template can be sent. Choose a Template, fill in its values and choose Send template. An SMS shows how many segments it uses.
Transfer, resolve and record the outcome
Under Actions, pick a queue in Transfer to and choose Transfer to pass a conversation on. To finish, choose the Outcome when you resolve (Answered, Needs follow-up, No reply, Spam or Other), then Resolve at the top of the conversation. Full timeline opens the whole history, calls included.
Find conversations
Conversations lists every conversation you may see, with the views All, Open, Mine, Unassigned and Done and a channel filter. It is read-only: choose Open in the workspace to reply. Press ? on either page for the Keyboard shortcuts: J and K move through the list, R writes a reply, N a note, E resolves and / searches.
Open the browser phone
Choose the phone button in the top bar; the phone floats on every page. Allow the microphone when asked and wait for Registered. If it says The phone is not connected, choose Try again. See Make and take calls in the browser.
Make and take calls
Type the full number with its country code in Number to dial, or use the keypad, and choose Call. An incoming call shows the caller: choose Answer or Decline. During a call use Mute, Hold, Keypad and Speaker. Choose Hang up to end it.
Transfer a call or add someone
During a call choose Transfer, enter a number or extension, then Transfer now to pass the call straight on, or Consult first to speak to the other person while the customer waits on hold. After consulting choose Complete transfer or Cancel consult. Add to call makes a three-way call.
Work dialler calls
If you are on a campaign, the Dialler card sits in your Workspace. For a preview campaign, choose the Campaign and Next lead, read the lead and its Script, then Dial or Skip. Progressive campaigns call for you while you are Ready; tick Answer the dialler's calls automatically in the phone if you want. After the call pick the Outcome, add a Note, and choose Save outcome. See Run dialler campaigns.
Book a callback
For the outcome Call back, fill in the Date, Time and Time zone of the customer, and tick I will take this callback myself to keep it. The lead comes back to you at that time.
Take a card payment on a call
Where it is switched on, choose Card payment during a connected call. Enter the Amount, Currency and a Reference (what the payment is for, never a card number) and choose Ask the customer to type the card. The customer types the card on their keypad; you hear one flat tone per key and see only how many keys were pressed, then the result. See Take card payments on calls.
Use the console on your phone
On a phone-sized screen the console shows tabs at the bottom: Phone, Inbox, Contacts and Me. On Phone, choose Install (on iPhone, follow How to add) and then Allow call alerts, so an incoming call wakes the app when it is closed. See Mobile apps.
Follow your own figures
My performance shows your figures for Today, This week or This month, and your progress to the Goals your desk set. Tick Show me on the leaderboard to take part; you can leave at any time. My quality shows your scored conversations and coaching notes: choose Acknowledge, or Dispute a score you disagree with.
Good to know
- If you see Not available on a page, that feature is not switched on for you. Your administrator decides this on Feature access.
- You receive no offers while you are Not ready or Offline. A supervisor can take you offline with Log out if you leave your desk online.
- If a reply is refused with This conversation is assigned to someone else., a supervisor or colleague has taken it over. With You are at capacity on this channel., resolve or transfer a conversation first.
- If you hear nothing, or the customer cannot hear you: check the microphone is allowed in the address bar, use a headset and try without a VPN. Audio needs outbound UDP ports 10000 to 20000 to be open on your network.
- Until your company is verified and the phone system is live, the phone cannot place calls. A new account without a plan can call only its sign-up country.
- Your card payment details never reach you, the recording or the transcript. Never write card numbers in a reply, a note or a reference.
- For a one-page summary to keep at your desk, print the Agent quick reference.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.