The UQ Service Centre is a cloud-based customer contact centre that allows support staff to respond to customer phone calls on their computer from any location.

Request access to the UQ Service Centre

Supervisors and managers can manage their agents using user management tools.

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

User permissions

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 

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
RCRC1146277-5916708Jabra Evolve2 40 USB-A, MS stereo
RCRC1146277-5916707Jabra Evolve2 40 USB-C, MS stereo
RCRC1146277-5913650Jabra Evolve 40 MS Mono 3.5mm
RCRC1146277-6071497Dell Premier ANC Wireless Headset - WL7022
RCRC1146277-6071510Dell Stereo Headset – WH1022
RCRC1146277-6071488Dell 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.

Computer and microphone settings

Make sure your computer has the correct microphone set as default, and the correct time zone.

 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.
Time zone
  • Click the Start menu.
  • Begin typing 'date and time' on your keyboard.
  • Select 'Date and time settings'.
  • Make sure the time zone is set to '(UTC+10:00) Brisbane'.
  • Click the Apple menu and open 'System Preferences'.
  • Click 'Date & Time', then click 'Time Zone'.
  • Make sure the time zone is set to 'Australian Eastern Standard Time'.
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Connect to UQ Service Centre

  • In your web browser, open the UQ Service Centre website.
  • Sign in with your UQ username and password.
  • If you are connecting to UQ Service Centre for the first time, you will need to configure settings for sound and pop-ups in your web browser. You won't have to do this again.
 
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 padlock icon.
  • Click the arrow '>' next to 'Connection secure'.
  • Click 'More Information'.
  • In the 'Permissions' tab, update the following settings:
    • Use the Microphone: Allow
    • Send Notifications: Allow
    • Open Pop-up Windows: Allow
  • Close the window to save your changes.
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Receive and handle 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 Call - Accept the call, or
  • Reject Call - 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.
  • Dial Transfer - Transfer the call to another number.
  • Quick Connects - Transfer the call to speed dials.
  • End Call - Disconnect the call.

UQ Service Centre current call windows, displaying call time, phone number of caller, queue and buttons for a keypad, put call on hold, transfer, quick connect and end call.

 

Dial transfer

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

UQ Service Centre dial transfer window, displaying field to type number to transfer to and buttons to warm or cold transfer.

  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.

 UQ Service Centre warm transfer call window, displaying call time, phone number of caller, queue and buttons to swap, transfer or return the call.

Conference calls

A conference call can be created to have a 3-way call with the customer, agent, and a third party.  
 
To initialise a conference call, perform a warm transfer. Once the third party has answered the phone, press the Conference Call button.  While on a conference call, you can use the following call controls; 

  • Disconnect Third Party - Removes the third party from the call while remaining connected to the customer.
  • Leave Call - Disconnects yourself from the call. The customer and third party will remain connected together. 

 

    Quick connects

    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.

    UQ Service Centre quick connects window

     

      Park call

      Parking a call allows you to put your current call on hold and make another call at the same time without disconnecting your original call.

      1. During a call, select 'Dial Transfer' or 'Quick Connects'.
      2. Dial or select the number you wish to speak to, then select 'Warm Transfer'.
      3. To disconnect your second call and return to your original call, select 'Return'.

      Address book

      The UQ Service Centre address book allows you to search for any agent or 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

      Selecting a queue or agent will make a call directly to that queue or agent.

      address book

       

      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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      Video calls

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

       Receiving a video call

      When receiving a video call, you will receive a pop up that will give you a preview of your camera along with the ability to enable and disable a virtual background before the call begins.

      Clicking Accept chat will begin the video call.

       

       Call controls

      While on an active video session, you will have access to a number of controls to assit you.

      • Text chat - Displays the text chat for the video call. This is useful for sending links or other text based information
      • Mute/Unmute - Mutes or unmutes your microphone
      • Settings - This is where you can find the virtual background settings for the call. This will allow you to set a virtual background (UQ image can be seen above), blur your background or disable the virtual background altogether. 
      • Screenshare - This allows you to share your screen or a specific application with the customer. This is a visual share only, there will be no remote control of your machine. 
      • End chat - Ends the video call and chat session.

       

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      Other functions

      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 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.

      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' or 'Continual Monitor'

      To cancel monitoring click the "Cancel Monitoring' button on the bottom right

      Outages and alerts

       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.
        • Transfer
          • Queue - Transfers your queue to another specified queue
          • Phone number - Queue will be transferred to the specified number. When using this option phone calls will leave the Amazon Connect ecosystem.
          • If required, include a message in your schedule to play to the customer before the transfer is made. 
      3. Type your message in the text box and click 'Preview' to hear exactly how your message will sound.
        When using acronyms, 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.

      UQ Service Centre existing outage window, displaying information about the outage set and options to update or cancel the outage.

      User management

      Supervisors are able to add, remove and modify the staff in their queue using the User management functionality.
      The user management tool can be found on the sidebar of the UQ Service Centre 
      After opening user management, you will be prompted to either create, delete or modify a user.

      Create user

       Creating a user will instantly allow the agent to sign in and start taking phone calls.

      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.
        Additional routing profiles can also be assigned by selecting the checkbox next to each profile. The additional profiles will allow the agent to change their routing profile at will. Please see the additional profiles section for more information. 
      • Agent permissions: Agents should only be given the permissions they require to complete their role. A full list of what each permission group includes can be found here
      • 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

      Modify user

      Modifying an agent will allow you to update their name, username, routing profile, additional routing profiles, agent hierarchy, and agent permissions. 

      Delete user

      Deleting an agent will remove the user's access to Amazon Connect.
      All call records and metrics retained to the user will remain in Amazon Connect. 

      Additional profiles

      Additional profiles allow an agent to update their routing profile at will. This is useful if your agents are separated into small sub-sections or your queue uses a primary/secondary call delivery system. To switch between separate profiles, please see the switching profile section.

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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.

      Scheduled reports

      Scheduled reports can be viewed through the Amazon Web Services console by staff that have been granted access.

      The generated reports contain all available fields and contain the following groupings:

      • queue by day
      • queue by 30 minute interval
      • agents by day
      • agents by 30 minute interval.

      Metric definitions can be found on the Amazon website.

      Access reports

      1. Go to the ITS Cloud Services website.
      2. Click the link 'Click here to login to the AWS management console'.
      3. Log in with your UQ username and password if the UQ Authenticate page appears.
      4. Under 'Account: its-omni-prod (821282672939)', select 'AccountAdmin', then click 'Sign in'.
      5. In the search bar, type 's3', then select 'S3' from the list.
      6. Click on the S3 bucket for your area.
      7. Click the 'reports/' folder.

      You will see all reports generated to date. Select and download reports as required.

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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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