Agent’s Dashboard Overview

General Information

In the Teliqon Autodialer software 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 software 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.

If you already have access to the personal account, you can log in using the login form. 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 healthcheck, 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:

Status Management

On the top panel, you can manage your status:

The status can have the following default values:

1. Offline;

2. Online;

3. Pause;

4. On hold;

5. Feedback.

The list does not include additional user statuses that may be configured by your project administrators.

When in Offline status, you can switch to Online if you are ready to receive calls.

When in Online status, the default option and any additional custom statuses configured for your account will be available:

1. Finish - ends your work session and changes your status to Offline;

2. Custom (pause) - switches your agent status to a state in which the system will not route calls to you.

These options can be used even during an active call; however, any status changes will take effect only after the current call ends and a feedback status is selected for that call. Selecting Pause will place the agent in a state where the system will not route new calls to them.

Selecting Finish will change your status to Offline.

After completing a call, you will enter the Feedback status, where you must evaluate the outcome of the conversation. Once the feedback is submitted, your status will change to On Hold for the duration specified in the corresponding campaign. After the hold period ends, your status will automatically switch to Online, and the next call will be routed to you.

Microphone Control

There is also a microphone button on the panel that allows you to mute the microphone at any time during a call if needed. You can turn it back on by clicking the same button again.

Workflow

Before starting your work session, it is recommended to check your audio setup — verify how well you can hear the caller and how well the caller can hear you.

To check how clients will hear you, while in Offline status you can use the Voice Test option, which is described in detail in the following section.

When the Manager activates a campaign 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 rating options depend on the lead status settings in the dialer:

The available evaluation options are configured by the Manager in the personal account.

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.

It is important to note that when selecting the Callback feedback for a call, this lead will follow the callback logic. You will need to complete the following form to ensure that this lead can be called again at a later time:

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.

Voice test

To ensure that clients can hear you clearly, you can use the Voice Test function, located in the upper-right corner of the screen:

To start the test, click Voice 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 Voice 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.