Agent's Dashboard Overview
This document describes the agent’s personal dashboard, its interface, available capabilities, and how an agent interacts with the system as a whole.
Agent's Dashboard Overview
General Information
In the Teliqon Autodialer personal account, you, as an agent, can work with calls initiated by the dialer as part of an active campaign.
Working with the Personal Account
To access the Teliqon Autodialer personal account as an Agent, you must first obtain access credentials from your Account Manager in the dialer system. The Manager can grant you access by following the documentation here: Creating Agents.
If you already have access to the personal account, you can log in using the login form Login Page. The link to the personal account should be provided by your Account Manager in the dialer system.
After you log in, the system will automatically run a health check to verify that your computer is ready to handle calls.
If any of the checks fail, you will have the option to retry the test, or proceed to the personal account regardless of the result. However, in this case, your status will be set to Offline.
After the health check, you will be redirected to the following page if you have been added as an agent to only one campaign:
If you have been assigned to multiple campaigns, the system will prompt you to select a campaign during login:
On the top panel, you can manage your status:
The status can have the following values:
- Offline
- Online
- Pause
- On hold
- Feedback
When in Offline status, you can switch to Online if you are ready to receive calls.
When in Online status, you will have two options available, which you can use between active calls:
- Pause — switches your agent status to a state in which the system will not route calls to you.
- Finish — ends your work session and changes your status to Offline.
After a call ends, your status will change to Feedback, where you must provide an evaluation of the call outcome. Once the evaluation is submitted, your status will change to On hold for the duration specified in the corresponding campaign settings. After the hold time expires, your status will automatically change to Online, and the system will route the next call to you.
To check how clients will hear you, while in Offline status you can use the Echo Test option which is described in detail in the following section: Echo test.
When the Manager activates a campaign Campaigns page in which you are assigned as an Agent, you will start receiving calls:
Incoming calls are automatically answered, and you will begin the conversation with a potential lead who has picked up the call from the dialer.
After the conversation ends, you have to evaluate the call outcome.
The available evaluation options are configured by the Manager in the personal account Manager Settings Section.
Once you select an evaluation, your status will change to On hold. The hold duration depends on the campaign settings. When the hold period ends, the next call will be initiated immediately.
If you need to take an urgent break, you can change your status from On hold to Manual Pause after submitting the call evaluation.
After you select an evaluation, the next call will begin.
Additional settings
On the Account Management page, there is a Change Password section:
In the Change Password section, you can update the password for your user account.
To do this, click inside the input field with the left mouse button and start typing using your keyboard.
In the Current Password field, enter your existing personal account password. In the New Password and Confirm New Password fields, enter your desired new password. Please note that the new password must contain at least 8 characters, including numbers, uppercase letters, and lowercase letters.
Once you have entered the required information, click Save Settings to apply the changes.
Echo test
To ensure that clients can hear you clearly, you can use the Echo Test function, located in the upper-right corner of the screen:
To start the test, click Echo Test in the menu.
Once it is activated, you will see a handset icon and a timer on the top panel:
An audio recording will play with instructions explaining how the Echo Test will proceed. After the audio finishes, there will be a period of silence during which you can check how you will sound to clients by speaking into your active microphone.
- Click the menu (top-right) → Echo Test
- Test
An audio recording will play with instructions explaining how the Echo Test will proceed. After the audio finishes, there will be a period of silence during which you can check how you will sound to clients by speaking into your active microphone.
When you are confident that your audio is clear, click the red handset icon to stop the test.
Admin's Dashboard Overview
This document describes the differences between the dialer admin dashboard and the manager dashboard. It explains which features are available to administrators and which are not, compared to managers.
Agents
This document describes how to view, create, edit, and delete agents in the Teliqon Autodialer system. It covers the Agent List page structure, including search, pagination, sorting, agent–campaign associations, and all available management actions.
