UQ Service Centre is a cloud-based customer contact centre, enabling support staff to communicate with customers through both audio and video calls from any location

Request access to the UQ Service Centre

New queue

If you would like to request a new queue or changes to your existing queue, please submit an IT request.

In your request, please provide the following:

  • Queue name
  • Existing UQ number
  • Queue operating hours
  • Welcome and out of hours message
  • Is call recording required
  • Is voice mail required

Existing queue

If you are an employee, please contact your supervisor to organise your Amazon Connect access.

If you are a supervisor looking to grant access to an existing queue, please see the user management tools. When configuring a new user, the following access levels can be applied.

 

Security profile 

Permissions 

Agent 

  • Make and receive phone calls 

Supervisor 

  • Make and receive phone calls 

  • Monitor agent’s phone calls 

  • Remove users from agent list 

  • View call history, recordings 

  • Detailed queue metrics 

  • Manage queue outages and alerts 

  • Ability to set and cancel outages and alerts

Monitor 

  • Monitor agent’s phone calls 

SMS
  • Grants the user access to send SMS messages using a message template

Reporting 

  • View call history, recordings 

  • Detailed queue metrics 

Outage Control
  • Ability to set and cancel outages and alerts
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Initial requirements

You will need the following things to use UQ Service Centre:

  • Google Chrome or Mozilla Firefox web browser.
  • Headset with a dedicated microphone.
  • A stable internet connection. VPN is not required.

Headsets

If you don't have a suitable headset, you can purchase selected headsets via UQeMarket. Search the catalogue numbers listed below in UQeMarket to find the headset you require.

UQeMarket catalogue numberProduct
24089-989-999Jabra Evolve2 40 USB-A, UC stereo
24089-989-899Jabra Evolve2 40 USB-C, UC stereo
14401-09Jabra Evolve 40 Mono 3.5mm without controller
RCRC1146277-6607240Dell Premier ANC Wireless Headset - WL7022
RCRC1146277-6516280Dell Stereo Headset – WH1022
RCRC1146277-6516279Dell Pro Wired Headset - WH3022

If you are using one of the Jabra Evolve headsets from the above list, you can self-install Jabra Direct on your UQ computer to personalise your headset. Find out how to install, connect and personalise your headset.

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Connect to UQ Service Centre

Computer settings

Begin by ensuring that your computer has been correctly setup to access Amazon Connect

 WindowsmacOS
Microphone
  • Click the Start menu and open 'Settings'.
  • Click 'System'.
  • In the sidebar, click 'Sound'.
  • Under 'Input', click the drop down menu and select your microphone.
  • Click the Apple menu and open 'System Preferences'.
  • Click 'Sound'.
  • Click the 'Input' tab and check your microphone is working.
Screenshare 
  • Click the Apple menu and open 'System Preferences'.
  • Select Security & Privacy
  • Click on the padlock at the bottom of the window and enter your username and password
  • Select Screen Recording
  • Tick Google Chrome / Firefox (Depending which browser you're using)
  • Restart the web browser.

Browser settings

Next, you will need to setup your browser.
We recommend that you use either Google Chrome or Mozilla Firefox to access UQ Service Centre.

In your web browser of choice, open the UQ Service Centre website.

Google ChromeMozilla Firefox
  • In the address bar, click the padlock icon.
  • Select 'Site settings'.
  • Update the following settings:
    • Microphone: Allow
    • Sound: Allow
    • Pop-ups and redirects: Allow
    • Notifications: Allow
    • Camera: Allow
  • Close the web page to save your changes.
  • In the address bar, click the shield icon and then
    turn off Enhanced tracking protection
  • Next, click on the padlock icon in the address bar
  • Click the arrow '>' next to 'Connection secure'.
  • Click 'More Information'.
  • In the 'Permissions' tab, update the following settings:
    • Use the Microphone: Allow
    • Use the camera: Allow
    • Send Notifications: Allow
    • Open Pop-up Windows: Allow
  • Close the window to save your changes.

Once completed, refresh the UQ Service Centre page to apply all changes

 

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Receive and handle phone calls

Agent states

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. 

UQ Service Centre agent statuses showing the different types of category.

 

Receive calls

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

If you miss 3 calls in a row, you will be automatically logged out.

Call controls

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.
  • Transfer - Transfer the call to another agent / queue / extension.
  • End Call - Disconnect the call.

 

Transfer

Transfer allows you to select another destination, then warm or cold transfer the call.

  1. Select a destination text field (When selecting an option, your previously favourited contacts will appear)
  2. Search for your desired transfer location
    • Phone number - Allows you to enter a UQ extension, local phone number or a complete phone number.
      (e.g 56000, 33650000, +61733650000).
    • Agent - Search for another agent using their first name.
    • Queue - Search for another queue based on a partial match on their name.
      (e.g 'ITS' will return results for the ITS-Service Desk)
    • Quick connects - This will allow you to search for quick connects that have been configured on your queue. These are normally external numbers that need to be configured in advance.
  3. Select the desired location and press either Warm or Cold transfer.
    • Warm Transfer - You will remain on the line, speaking to the next staff member. See Multiline calls
    • 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.

 

Multiline calls

During a multiline call. You will have a number of controls to help route your call.

At the top of the call window, you can see your active phone lines.

  • Parked - The call is currently on hold. The customer is unable to hear anything that is being said on the call
  • Active - You are able to speak with that customer

Clicking on either button will switch your active line, placing the current active line on hold.

While on a multiline call, you will also have a number of call controls;

  • Hold - Places the current active call on hold. To resume a line again, click on the line button.
  • Conference - Connects both lines together for a 3-way call.
  • Hand off -  Connects both lines together and then disconnects from the call.
  • Keypad - Displays the keypad
  • End call - Disconnects the current active line (E.g If line 2 is active, Line 2 will be disconnected and you will return to Line 1)
  • Leave call - This option appears when a call has been transfered to you. Pressing leave call will disconnect yourself from the phone call, leaving the original customer and agent connected.

    Address book

    The UQ Service Centre address book allows you to search for any queue within UQ Service Centre, as well as the quick connects relating to the user's queue.

    The address book can be accessed through the Dashboard by clicking 'New Call', then 'Address Book'.

    address book button

    Call wrapup

     

    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.
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    Receive and handle video calls

    If your queue has been set up to receive video calls, instructions for using the functionality can be found below;

    Video preferences

    Agents can configure their video calling preferences from inside Service Centre’s settings window.

    1. Click on Settings in the profile dropdown
    2. Set Camera device to your preferred camera.
    3. Set the background to your preferred type.
    4. Click Save.

    Agents can also temporarily change the video settings from the video call modal itself.

    Receiving a video call

    A video call will be answered in the same way as a telephone call.

    While on a compatible phone call, agents have the option to convert the call into a video call using the ‘Video call’ button. Clicking this will open the video call modal.
    (This will automatically open when a customer turns on their camera)

    When a video call is started, an agent can decide if / when they would like to enable their camera. Press the ‘Start camera’ button to turn on your camera. At any time, you can disable/re-enable your camera.

    You will also find options to temporarily change camera devices or virtual background on this window.

    Handling a video call

    While on a video call, you will still have access to all of the same controls found on a standard phone call.

    • Hold - This will hold the voice section of the phone call. If enabled - your camera will still display on the customers call.
    • Transfer - When transferring a video call, your camera will be turned off automatically. When the receiving agent answers the call, both agents can choose to join the video call.

      While a customer is on hold, they will still be able to see any other active camera but no audio can be heard. If an agent decides to conference the call, all parties will be able to see and hear one another.

    Scheduling a video call

    If you would like to schedule a video call with a customer, you can use the Schedule video call tool to send an invitation link that will expire after a single use.

    The scheduling tool can be found on the left menu under Schedule Video Chat.

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    Agent settings

    Switch between using a softphone or a physical phone

    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.

    Play your phone ringtone through speakers

    You can make the incoming call audible ring play through your speakers:

    1. On the Dashboard, select your name on the top-right of the page, then select 'Settings'.
    2. Ensure 'Phone Type' is set to 'Softphone'.
    3. In the 'Ringer Output' drop down menu, select your speaker device.
    4. Click 'Save Changes'.

    Phone calls will now ring through both your headset and speakers.

    If you are using Firefox and the 'Ringer Output' drop down menu is empty:

    1. In the Firefox address bar, type about:config, then press Enter.
    2. Click 'Accept the Risk and Continue'.
    3. In the search bar at the top of the window, type media.setsinkid.enabled.
    4. Click the toggle button  to change to 'true'.
    5. Refresh UQ Service Centre by clicking the browser refresh button, or F5 on your keyboard.

    Switch profiles

    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.

    UQ Service Centre Profile window displaying available profiles.

    Sign out

    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.
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    Supervisor management tools

    Change agent statuses

    Supervisors can update the status of their agents using Service Centre

    1. Right click on an agent and select "Set status"
    2. In the pop up that appears, select the status you wish to put the agent in
    3. Click Set status

    Monitor agent calls

    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'

    Alerts and outages

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

    1. On the navigation bar, click Alerts and outages
    2. Select the desired queue in the drop down.
      - On the left, you will see your existing outages/alerts and a new outage button.
      - Clicking on an existing outage will allow you to edit or remove it
    3. Click new outage
    4. Specify the start and end time of the outage.
    5. Select the type of outage (See below for a description)
    6. Enter the message that will be played to the customer
    7. Press Save

    Outage types

    • Alert - A message that is played after your queue greeting and before the customer is placed in queue
    • Closure - Closes the queue, a message is played before disconnecting the call
    • Closure - Out of hours - Closes the queue, redirecting calls to your out of hours message / flow
    • Open - Additional hours - Opens the queue outside of normal operating hours.
    • Transfer - Phone - Redirects all calls coming into a queue to a seperate phone number
    • Transfer - Queue - Redirects all calls coming into a queue to a seperate queue.

    User management

    Supervisors can add, remove, and modify the staff in their queue using the User management functionality.
    The user management tool can be found on the navigation bar of the UQ Service Centre

    Create a new user

    • Press the ‘Create user’ button and the new user form will appear.
    • When creating an agent, you will need to fill in the following information:
      • Routing profile: This defines what profile the agent will be given. This profile indicates which queues the agent will have access to.
      • Agent permissions: Agents should only be given the permissions they require to complete their role.
      • Agent hierarchy: This defines reporting structure. Using the above picture as an example, Anyone in the Service Desk hierarchy will only be able to report on Service Desk agents, while anyone in the Information Technology Services hierarchy, will be able to report on all sub-hierarchy groups.  
      • After-call work time: The grace period after a phone call before the agent can receive another call. The default used across most queues is 15 seconds
      • Additional profiles: Provides the agent access to additional profiles. Agents can switch between these profiles by selecting the “Profile” button in their profile menu

    If you attempt to create a user who has already been assigned access to Amazon Connect, you will receive a pop-up asking if you want to add additional profiles to the account or overwrite their existing access:

    • Overwrite: This will remove all existing access and grant the user only access to the required queues.
    • Add profiles: Will add the routing profile and the additional profiles to the user's account. Remaining all other settings as is.
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    Reporting

    Call and agent metrics

    Staff that have been granted access to run reports will see a 'Metrics and quality' tab on the left menu of the Amazon Connect Administration page.

    Real-time metrics

    Real-time metrics allows you to monitor your queue in real-time to track important information such as:

    • Average queue time
    • Average call duration
    • Number of answered/abandoned calls.

    The real-time metrics update automatically every 15 seconds and you can view information in the last 24 hours.

     

    Historical metrics

    You can run reports based on historical data. Select:

    • Queues - Generate queue statistics over a given time frame
    • Agents - Generate reports on all agents in a particular queue.

    After selecting one of the above options:

    1. Select the cog icon on the top right of the page.
    2. In the 'Interval & Time range' tab, select:
      • Interval - choose from the groupings below:
        • 30 minutes - Maximum reporting range of 3 days
        • Daily - Maximum reporting range of 30 days
        • Total - Maximum reporting range of 30 days
      • Time zone - Australia/Brisbane
      • Time range - Specify the date range of the report.
    3. In the 'Filters' tab, select the 'Queue' filter and choose the queues from the drop down list.
    4. In the 'Metrics' tab, select the data you wish to use.
    5. Click 'Apply'.

    Once your report has finished loading, you can select the drop down arrow next to 'Save' and select 'Download CSV'.

     

    Contact search

    Contact search allows you to report on all calls that were made to your queue. The report includes:

    • Time of call
    • Call duration
    • Hold duration
    • Number of holds
    • Customer's phone number
    • Agent who handled the call.

    If your queue has call recording enabled, you can view the call record here too.

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    Sending SMS messages

    Agents with the correct permissions can send SMS messages using predefined templates to a single or group of recipients using the SMS tool inside Service Centre.

    Sending a message

    Once an agent has been granted SMS permissions, an SMS button will appear in the navigation menu.

    1. Open the SMS tool
    2. In the drop-down box, select the appropriate template
    3. Choose if you will be sending the message to a single person or a group
    4.  
      Single userGroup user
      1. Enter the customer's number
      2. Fill in the required fields
      3. Review the SMS message on the right side of the SMS tool
      4. When you're happy with the message, click send.

      1. Click the link to download the template file.
      2. Using Excel, open the file
      3. Fill in the required details for each row
        (Phone numbers should contain  the country and area code - E.g +61412345678)
      4. Save the file
      5. Press the 'Choose file' button and then select your template. 
      6. Review the SMS message using the arrows on the right. 
      7. When you're happy with the message, click send. 

       

    Requesting a new template

    If you would like to change an existing template or create a new template, please Submit an IT request

    Additional requirements

    SMS messages are one-way, meaning that customers won't be able to reply to the message.

    If you require two-way communication, please Submit an IT request

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    Changes, improvements and support

    Submit an IT request if you:

    • would like to request any changes
    • have any suggestions to improve UQ Service Centre
    • require further support

     


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