Training by role
Agent quick reference
One page to keep at your desk: status, offers, replies, calls, transfers, outcomes and the keyboard shortcuts.
Watch the video
Steps
Start the shift
Sign in with your code. Open Workspace, choose Ready under Your status and Set status. Open the phone from the top bar and wait for Registered.
Pause
Choose Not ready, pick the Reason (Break, Lunch, Training, Admin work, Meeting) and Set status. No offers arrive until you are Ready again.
Take work
Under Offers, choose Accept before the countdown ends, or Decline. Assign to me takes waiting work from Team inbox.
Reply
Write and choose Send (Ctrl + Enter). Internal note is for colleagues only. On WhatsApp after 24 hours of silence, only a Template can be sent.
Calls
Enter the number with its country code, choose Call. Answer or Decline incoming calls. Mute, Hold, Hang up.
Transfer
Chat: Transfer to a queue, then Transfer. Call: Transfer, enter the number or extension, then Transfer now or Consult first.
Finish
Pick the Outcome when you resolve, then Resolve (or press E). Dialler call: choose the Outcome and Save outcome.
Shortcuts
J and K: next and previous. R: reply. N: note. E: resolve. /: search. ?: all shortcuts. Esc: leave a field or close the conversation.
If something fails
Phone not connected: Try again, use a headset, turn off the VPN. Not responding: set yourself Ready. Full guide: Agent guide.
Good to know
- Never type or write a card number. For card payments on a call, use Card payment in the phone: see Take card payments on calls.
- My performance shows your figures and goals; My quality shows your scores and coaching notes.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.