How do I
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use ContactPad?
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To use ContactPad you must first log in
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To access the ContactPad login screen, click Agent Login Page on the ContactWorld Login page. For more information, see Logging in to ContactWorld. |
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. For information about logging in to ContactPad, see Logging in to ContactPad.
ContactPad has four panels that show information relevant to you and your calls:
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The home tab contains:
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The information panel contains:
Direction of the current call, if currently on a call, or the previous call: Current Call - Inbound
The name of the telephone line the caller has dialed—available for inbound calls only: Website Support
The name of the queue the call has come from—available for inbound calls only: Returns Line
The time that the caller waited in a queue—available if enabled for your account: Wait Time: 00:19
The caller's telephone number: Caller: 07740880999
The telephone number that the caller dialed: Dialled: 01926320037
A unique number given to each call: CallGUID: 013c4169-0038-43f3-...
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For
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information
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about
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New messages appear at the top of the list.
To remove individual messages when you have read them, click the X button next to each message. To remove all the messages click Delete All Messages.
The number of messages appears in the panel's tab for quick reference.
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The queue information panel displays the number of calls waiting in the queues you are serving, based on your groups. The number also appears in the panel's tab for quick reference.
If you are using skills based routing, the number includes calls that you can answer because you have all the mandatory skills, and calls that are in your personal queue (as well as sharing a service group). The number does not include calls that you could answer only because a mandatory skill has expired, or because the personal queue has expired.
You can now the contents of those panels, see Overview of ContactPad.
When you have logged in you can perform one of three standard actions:
Change State
- put Put yourself in an appropriate offline state, to continue working without receiving further inbound calls from queues or colleagues. For information on changing your state, see Changing states in ContactPad.
Make Call
- put Put yourself in an offline state to make an outbound call. for information about making outbound calls, see Making an outbound calland receiving calls in ContactPad.
Log out
terminate Terminate your current session and logout of the ContactPad.
Info You must log out of ContactPad when you go home or finish your call center shift. Simply closing the web browser, or logging out of Salesforce, does not log you out of the call center, and calls continue to route to your telephone even if you're away from your desk.