UQ Service Centre

Agents are broken up into 3 different statuses:

• Available (green) - The agent is available to take calls when a phone call arrives in the queue.
• Busy (yellow) - The agent is currently busy - they are on a call or in after-call wrap-up time.
• Unavailable (red) - The agent is unavailable. No calls will be delivered to the agent. 

When you are in an 'Available' status, you will receive calls in a round-robin rotation, or next available if all other agents are busy or unavailable.

When a call comes through to you, you will hear an audible ring through your computer's headphones and an 'Incoming Call' alert will appear on the screen. You can select:

• Answer Call - Accept the call, or
• Reject Call - Reject the call and pass it on to the next available agent.

Once you are connected to a call, you will see the following call buttons:

• Keypad - Display an on-screen keypad. 
• Hold/Unhold - Switch between placing the caller on hold, or unhold.
• Dial Transfer - Transfer the call to another number.
• Quick Connects - Transfer the call to speed dials.
• End Call - Disconnect the call.

After a call, you will move into after-call wrap-up time.

The amount of wrap-up time you have depends on what your supervisor or manager has set. When wrap-up time finishes, you will become available again to take calls.

During wrap-up time, select:

• 'Set Available' or 'Request Break', or
•  the wrap-up code which best describes the nature of the call.

Dial transfer allows you to manually enter the phone number you wish to call, then warm or cold transfer the call.

1. Enter either the full number, or UQ extension number you wish to call.
2. Select from one of the following options:
   • Warm Transfer - After you click 'Warm Transfer', you'll see three options:
     • Swap - Toggle between your two active lines, i.e. the original caller and the transfer number.
     • Transfer - Instantly redirect the call to the transferred number. This ends your connection with the call.
     • Return - Disconnect your second line (transfer number) and return to the original caller.
   • Cold Transfer - Instantly redirect the call to the transferred number and end your connection with the call. The call will not return to you if the transferred number does not answer.

Quick connects act as speed dials. Each quick connect can be setup within UQ Service Centre and be made available on a per queue basis. This allows each team to have their own custom list of speed dials.

Quick connects are separated into:

• External - Non-UQ Service Centre numbers.
• Queues - These are queues that have been built into the UQ Service Centre. 
• Agents - Agents who are part of UQ Service Centre.

You can switch between using a softphone or a physical phone (desk or mobile):

1. On the Dashboard, select your name on the top-right of the page, then select 'Settings'.
2. Select either 'Softphone' or 'Physical' phone.
   If you select 'Physical', enter your phone number in the 'Physical Number' field. You can enter your full number, or UQ extension number.
3. Click 'Save Changes'.

You can switch phone type at any time, as long as you are not on a call.

If you have been assigned multiple profiles, you can switch between them as required:

1. On the Dashboard, select your name on the top-right of the page, then select 'Profile'.
2. Select the profile from the drop down menu, then click 'Save Changes'.

The profile will update and the page will reload automatically.

To sign out of a phone queue:

1. On the Dashboard, select your name on the top-right of the page, then select 'Logout'.
2. Click 'Signout' to confirm.

To sign out of UQ Service Centre completely:

1. On the Dashboard, select 'Connect Administration' on the left menu.
2. On the Amazon Connect page, click the logout arrow beside your name on the top-right of the page.

Supervisors can update the status of their agents using the Amazon Connect Administration page:

1. On the Dashboard, select 'Connect Administration' on the left menu.
2. Hover over 'Metrics and quality' on the left menu, then select 'Real-time metrics'.
3. Select 'Agents'.
4. Select the cog icon on the top-right of the page.
5. Select the 'Filters' tab.
6. Under 'Filter primary groupings by', select 'Queues' in the drop down menu.
7. Under 'Include', select your queue in the drop down menu.
8. Click Apply.
9. In the 'Activity' column, click the arrow next to the agent, then select the desired status..

Supervisors can monitor an agent's call in real time. This allows you to listen in to both the customer and agent without interrupting the call in any way.

To monitor a call:

1. Right-click on the agent on a call.
2. Select 'Monitor'.

Supervisors of a queue can set custom outages and alerts on their queues:

1. On the Dashboard, select your name on the top-right of the page, then select 'Queue Outage / Alert'.
2. Select the type:
   • Queue Closure - Close your queue and no calls will be delivered to your queue.
   • Alert - Add additional messages to your phone queue before the customer is transferred to the queue.
3. Type your message in the text box and click 'Preview' to hear exactly how your message will sound.
   When using acronymns, you will need to add periods between each letter, e.g. I.T.S.
4. Set a start and finish date and time.
5. Click 'Schedule'.

If you need to change the closure or alert, you can open the same option and select your queue, then select:

• Cancel Schedule - Turn off the message and return your queue to normal.
• Update Schedule - Return to the schedule window and modify the message or time.