Call center example (queue): existing customer with a known number

The Accolades interface for agents is quite flexible and allows for performing several tasks, according to the specific demands for the current call.

The following steps are just an example that can be applied in most cases. But keep in mind that there will be situations where the agent has to perform additional tasks, depending on the call nature. For a high efficiency, the agent has to be familiar with the entire Accolades interface, for the Call center agents.

The example assumes that the agent already has the Accolades Agent interface opened, from the Call Center module, the Agent option. Also, the agent needs to have a phone device attached to his account (if not, then Accolades will ask for this step to be competed, before accessing the Agent interface).

When an agent receives a call from a customer that has the phone number stored in the database, the agent can follow the next steps:

• the agent phone is ringing;
• Accolades will search the database for the phone number, it will find the number and it will display to the agent the customer identity (the Identity tab will be displayed);
• the agent processes the call;
• the agent can view the call history, for the customer, by accessing the Call history tab;
• the agent can fill in remarks for the call, on the top of the page and save them, using the Save button.