Uagent Web

uAgent Web
Published: 2019-02-28 - Last revised: 2016-05 - Product version: 8.5.1000

Contents
Introduction..................................................................................................................5
uAgent concepts.........................................................................................................6
Contact profiles..............................................................................................................................6
Contact...........................................................................................................................................7
Contact browser.............................................................................................................................9
How to use uAgent Web............................................................................................10
How to load a contact...................................................................................................................10
Reference...................................................................................................................11
Login............................................................................................................................................11
Change Password........................................................................................................................13
Windows of uAgent Web..............................................................................................................13
Agent global status area...................................................................................................13
Campaigns area................................................................................................................15
Sessions viewer................................................................................................................18
Main toolbar......................................................................................................................20
Notifications area..............................................................................................................20
Messages of the day..............................................................................................20
Notifications............................................................................................................21
Errors...........................................................................................................22
Messages....................................................................................................22
Knowledge Base...............................................................................................................23
Mailbox..............................................................................................................................27
Workflow tasks..................................................................................................................29
Workflow tasks window, tab Workflow data, tab Data.......................................................31
Motivator......................................................................................................................................32
Agents leaderboard...........................................................................................................33
Agents leaderboard properties..........................................................................................35
Teams leaderboard............................................................................................................38
Teams leaderboard properties..........................................................................................40
Campaign performance.....................................................................................................42
Campaign performance properties....................................................................................44
Leaderboard built-in counters............................................................................................47
Windows system tray...................................................................................................................53
Session window components.......................................................................................................54
Start session script............................................................................................................54
Session selector in toolbar................................................................................................55
Small session slider..........................................................................................................56
Large session slider..........................................................................................................56
Outcomes..........................................................................................................................58
Script.................................................................................................................................59
Inbound email....................................................................................................................59
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Outbound email.................................................................................................................60
Inbound instant messaging...............................................................................................66
Contact browser................................................................................................................67
Contact..............................................................................................................................69
Address book....................................................................................................................70
Info....................................................................................................................................72
Info for Alcatel-Lucent supervisor help..............................................................................77
Dialogs of uAgent Web.................................................................................................................78
Dial....................................................................................................................................78
Extend call.........................................................................................................................80
Transfer call.......................................................................................................................81
Send digits........................................................................................................................83
Schedule new call.............................................................................................................83
Connect instant messaging...............................................................................................84
Extend instant messaging.................................................................................................86
Transfer instant messaging...............................................................................................87
Transfer email....................................................................................................................88
Select business status.......................................................................................................89
Start supervision...............................................................................................................90
Contact profile..............................................................................................................................91
Contact profile, tab Personal info......................................................................................92
Contact profile, tab Email and IM......................................................................................94
Contact profile, tab Phone and fax....................................................................................94
Contact profile, tab Addresses..........................................................................................96
Contact profile, tab Job info...............................................................................................97
Contact profile, tab Business fields...................................................................................97
Contact profile, tab Scheduled activities...........................................................................98
Contact profile, tab Inbound emails...................................................................................99
Contact profile, tab Workflow tasks...................................................................................99
Contact profile, tab History..............................................................................................100
Contact profile, tab Comments........................................................................................101
Email details....................................................................................................................102
Workflow details..............................................................................................................102
History details..................................................................................................................104
Agent properties, tab Info...........................................................................................................105
Agent properties, tab Status......................................................................................................105
Agent properties, tab Connection..............................................................................................106
Configuration modes of uAgent Web.........................................................................................107
Classic interface..............................................................................................................108
Minimal interface.............................................................................................................109
Enhanced interface.........................................................................................................109
User Defined interface.....................................................................................................110
Motivator interface...........................................................................................................111
User menu..................................................................................................................................112
Personalization Toolbox..............................................................................................................113
Menu and toolbar operations.....................................................................................................115
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Copyright..................................................................................................................118
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Introduction
uAgent Web is an agent application that allows contact center agents to handle calls, emails, instant
messages, and workflow tasks.
Intended audience
This document is intended for everyone that needs to handle interactions using uAgent Web.
What you should know

The readers of this document should attend one of the following Altitude Xperience training courses:
• Team leader
• Contact center management.
Document structure
Section Description
uAgent concepts (page 6) uAgent related concepts.
How to use uAgent Web (page 10) uAgent Web related tasks.
Reference (page 11) Reference of the interface of uAgent Web.
How to use this manual

If you want to learn basic concepts read:
• Section uAgent concepts (page 6) and all subsections.
If you want to learn how to use uAgent Web read:
• Section How to use uAgent Web (page 10) and all subsections.
• Section Reference (page 11) and all subsections.
5
uAgent concepts
Contact profiles
Customer information is saved in contact profiles. Contact profiles have a unique id and can have contact
profile extensions.
Contact profile
Contact profiles are contact center entities that store information about the customer. A contact profile
contains the following information about the customer:
Unique ID
The unique id is an identifier that uniquely identifies the contact profile in a directory and is
mandatory. If you do not provide a unique id, the Altitude uCI Server automatically generates
the unique id when you create a contact profile.
Personal info
Personal info are attributes that hold personal information about the customer. For example,
name, title, and birthday.
Phone, email, fax, and instant messaging
Phone, email, fax, and instant messaging are phone numbers, email addresses, and instant
messaging addresses that the Altitude uCI Server uses to reach the customer. By default, the
contact profile allows 4 phone numbers, 3 email addresses, 2 fax numbers, and 3 instant
messaging addresses.
Addresses
Addresses are physical addresses of the customer home and business.
Job info
Job info are attributes that hold information about the customer job. For example, company
name, profession, and income.
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Business fields
A business field is an attribute that characterizes customers in a directory, and does not exist
originally in the contact profile. Contact profiles of different directories can have different business
fields.
Contact
Contacts are contact center entities that relate a contact profile to a campaign and allow agents to schedule
interactions and store information about interactions with the customer.
You can use the same contact profile in more than one campaign. To use a contact profile in a campaign,
you must create a contact for the contact profile. Each contact profile can only have one contact per
campaign.
Contacts have the following information:
• Schedule information.
• Activity attributes.
• Activity outcomes.
Schedule information
Agents can schedule
telephony interactions for the
customer. The Altitude uCI
Server uses the schedule
information to place telephony
interactions to the customer.
To schedule a telephony
interaction, the agent must
enter the following information:
Phone number
The phone number
that the Altitude uCI
Server uses to place
the telephony Figure 1: Schedule telephony interaction.
interaction. You can
enter a new phone number or select one of the numbers in the contact profile.
The agent can add the following information:
Moment
The day and time when the Altitude uCI Server must place the telephony interaction. For example,
01-28-2018 at 01:37 PM.
Time limit
The time after which the Altitude uCI Server must not place telephony interactions.
Agent
The name of the agent that must handle the interaction.
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Activity attributes
Contacts have activity attributes. Activity attributes are additional
attributes that characterize the customer in the campaign. For example,
customer John has attributes cartype and licenseplate.
Figure 2: Activity attributes.

Activity outcomes
Contacts have activity outcomes. An activity outcome is a set of
attributes that store business results of an interaction. For example,
type of service, quantity, work, and amount.
Each interaction with the customer can have more than one activity
outcome. For example, in campaign Workshop, customer John has two Figure 3: Activity outcomes.
activity outcomes. Customer John payed 200€ for 4 Tires and 8h of
work and 70€ for an Oil change and 2h of work.
Contact loading
When an agent loads a contact, uAgent also loads the contact profile associated with the contact. More
than one agent, working in the same campaign, can load the same contact with the associated contact
profile.
If more than one agent loads the same contact, the following is true:
• Only the first agent that loads the contact can schedule or reschedule a telephony interaction.
• If the first agent that loaded the contact ends the script or unloads the contact and :
• Agents are using the default script, the second agent that had loaded the contact can schedule or
reschedule a telephony interaction.
• Agents are using a customized script, the next agent has to specifically reserve the contact to
schedule or reschedule a telephony interaction.
• All agents can change contact profile information. If an agent changes a contact profile attribute, other
agents that have loaded the contact do not view the changes.
• All agents can change activity attributes.
• If an agent adds an activity attribute, other agents that have loaded the contact view the changes.
• The Altitude uCI Server stores the changes from the last agent that performs an end script.
• All agents can add activity outcomes. If an agent adds activity outcomes to the contact, other agents
that have the contact loaded do not view the added activity outcomes.
Business status
Business status classify the success of an interaction according to the business objectives. For example,
if the objective of the business if for the agent to sell insurance policies and, at the end of the interaction,
the customer has bought an insurance policy, the business objective was reached and the telephony
interaction is classified as Successful.
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Figure 4: Business status selection in uAgent.
Contacts can be classified by agents as follows:
Successful
The telephony interaction reached the correct customer and achieved the business objective.
Qualified
The telephony interaction reached the correct customer and did not achieved the business
objective. If the Altitude uCI Server retries to place a telephony interaction to the customer, the
business objective might be achieved.
Unsuccessful
The telephony interaction reached the correct customer and did not achieved the business
objective. If the Altitude uCI Server retries to place a telephony interaction to the customer, the
business objective will not be achieved.
Non-qualified
The telephony interaction reached the wrong customer.
Related topics: Contact profiles (page 6), Contact browser (page 9).
Contact browser
The contact browser is a window of uAgent that allows the agent to search, select, and load contacts.
When you load a contact you also load the contact profile associated to the contact.
Figure 5: Contact browser.
To select a contact to load, you can select the following attributes in the contact browser:
Directory
The Directory is the contact center entity that contains contact profiles.
Search
The Search in attribute is the attribute that allows you to filter contact profiles and contacts.
Related topics: Contact profiles (page 6)
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How to use uAgent Web
Use uAgent Web to handle interactions and manage contacts.
How to load a contact

Load contacts to access contact profile information and schedule interactions.
Requisites
To load a contact you must have an open session.
1. In the Session toolbar, click .
2. In the Contact Browser, select the Directory. For example, Training.
3. Search the contact.

a) Select the search attribute. For example, Unique ID.
b) Enter the keyword to filter contacts. For example, 1002.

c) Click to filter the contacts.
The contact browser displays the list of contacts that has the keyword 1002 in attribute Unique
ID.
4. Select a contact. For example, Charles Thompson.

5. Click Load contact.
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Reference
Login
Open a web browser with the uAgent Web address to open the login window.
The first login window displays the following areas:
User
User name for uAgent Web.
Password
The user password.
Log in
Logs the agent to the Altitude uCI Server.
After a successful login, the agent selects the extension, the site, and the team.
The agent can select the site if:
• The role of the agent has the agent applications property Agent can choose site
• The contact center has more than one site.
The agent can select the extension if:
• The agent does not have the agent applications property Force default extension
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The window displays the following areas:
Extension
When the default extension is not forced, the agent types the number of the extension to work
in. When the default extension is forced, the field shows the default extension number.
Note: For Alcatel-Lucent OXE, agents can force login in a processing group entering
<extension number>:<processing group number>. For example, 1005:7014.
Available sites
When the agent can set the site, the field lists the available sites.
Available teams
If the agent is assigned to more than one team, lists the teams assigned to the agent.
Select
Sets the extension, the site and the team of the agent in the uAgent Web login session, and
enters the main window of uAgent Web.
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Change Password
Changes the password of an agent.
If the agent does not
remember the current
password ask the team
leader or the supervisor
to define a new
password. A new
password requires a
new login to take effect.
Change
password
Change the
agent
password:
Old password
The password
used for log in.
New password
The password that replaces the old password. A good password combines letters and numbers.
Avoid common information that can be easily guessed, such as dates of birth and names of pets
or family members.
Confirm password
The new password again. Repeat the new password to avoid typing errors.
When the typed password is not the current password and when the confirmation password is different
from the new password, uAgent Web shows a warning.
Windows of uAgent Web

Agents view all or some of the windows, depending on the configuration of uAgent Web.
The windows can pop up or be part of the layout. The size and position of the windows is either configured
by the supervisor or by the agent, according to the permissions.
Agent global status area

Displays information about the connection to the Altitude uCI Server, the agent work status, the time
elapsed since the agent is in that status, and allows the access to the campaigns area.
In the Agent global status area, the icons that detail the work of the agent can display states configured
manually as well as automatic states. The Agent global status area for the manual states displays
automatically the elapsed time that the agent spent in that state. The manual states are the following:
The agent is not ready in all campaigns.
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The agent is ready in at least one campaign. Being ready means that the agent can receive
activities. Depending on the campaigns type where the agent is ready, the possible received
activities are:
• Calls
• Emails
• Instant messages
• Workflow tasks.
For the automatic states, for example, when a new interaction appears, the displayed time is also automatic.
The Agent global status area for the automatic states displays automatically the elapsed time that the
agent spent in that state. The wrap up state is an exception, and displays a decreasing counting time.
The automatic states are the following:
On a call
The agent is handling a call that is a telephony interaction.
Wrap up
The agent is performing the wrap-up after an interaction.
With e-mail
The agent is handling an e-mail interaction.
With IM
The agent is handling an instant messaging interaction.
Note: You can access the campaigns area by clicking the arrow icon existing in each agent status
icon for example .
Additionally, the Agent global status area can also display an icon at the right of the agent work status
icon, that represents the connection of uAgent Web to the Altitude uCI Server and that can be one of the
following:
Disconnected
uAgent Web is not connected to the Altitude uCI Server. For example, when the Altitude uCI
Server goes offline.
Connected
uAgent Web is connected to the Altitude uCI Server. The icon only appears in a situation where
the connection between uAgent Web and Altitude uCI Server was down and is recovered
afterwards.
For example, in the following image, uAgent Web is connected to the Altitude uCI Server and the agent
is Ready in at least one campaign.
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Campaigns area
The campaigns area displays the campaigns where the agent can work as well as the work status of the
agent in each campaign and allows the agent to change that status in the campaigns.
Campaigns list
In the campaigns area, uAgent Web displays a list with the name of the campaigns assigned to the agent
(in the column Campaigns) as well as the state of the agent in each campaign (in the column Status).
The column header Campaigns includes the number of available displayed campaigns in the campaigns
area. For example, Campaigns (2) as in the following figure:
Assigned campaigns are campaigns in which the supervisor wants the agent to work. The information
displayed at the campaign area depends on what the supervisor allows the agent to view. After the login,
an agent only receives interactions in a campaign once the agent sets ready in that campaign. The type
of the campaign defines the possible type of interactions below that the agent can receive:
• Telephony (calls)
• Email
• Instant messaging
• Workflow tasks.
The work status of the agent in the campaign is displayed as a set to true (for ready state) or false
(for not ready state) value for each campaign from the campaigns list in the column Status as described
below:
Status
Displays whether the agent is ready or not ready in the campaign. Being ready means that the
agent can receive interactions. On the contrary, when the agent is not ready, there are no
incoming interactions.
The not ready state or the ready state of the agent is pending. When there are ongoing activities, the
agent state changes to not ready when the activity ends. When no activity is being handled, the agent
state changes to not ready:
• After about 30s in a predictive campaign.
• After about 5s in other types of telephony campaigns.
• Immediately in campaigns that do not have telephony.
The customization is available through the Personalization toolbox accessible by clicking Console
Configuration in the User Menu.
In the example of the figure below, the agent is assigned to two campaigns: Helpdesk and Technical
Support and has been ready in the Helpdesk campaign for 19 seconds. The agent can not handle
interactions in the campaign Technical Support, because the agent is not ready in that campaign and
the Status column has a false icon .
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The agent becomes not ready in a campaign to stop receiving activities for that campaign. The agent can
then stop working for a break, or perform pending work related to that campaign at the end of the working
shift. For example, the agent can run the campaign script to finish administrative work for interactions of
the campaign. Or for telephony campaigns, the agent can perform back-office work, such as calling
specific contacts.
The agent can only logout after becoming not ready in all campaigns.
Actions
The campaigns area allows the agent to perform the following actions related to the work status of the
agent in the assigned campaigns:
Ready All
Click Ready All to set the agent ready in all the campaigns of the campaigns list.
Not Ready All
Hover the mouse over the Not Ready All line and select a not ready reason from the list appearing
at the right to set the agent not ready in all the campaigns of the campaigns list that are in ready
state. All campaigns go then to not ready state with that not ready reason.
Not ready reason (all campaigns)

To select or change the common not ready reason of all assigned campaigns that are ready and
not ready, hover the mouse over the Not Ready All line and select one of the not ready reasons
from the list appearing at the right. This action sets the agent not ready with that not ready reason
in ready campaigns. If the agent is already not ready in a campaign, the action sets that common
not ready reason.
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Ready
Hover the mouse over the campaign line of the campaigns list and click Ready in the list appearing
at the right to set the agent ready in that campaign.
Not Ready
Hover the mouse over the campaign line of the campaigns list and and select one of the not
ready reasons from the list appearing at the right to set the agent not ready in that campaign.
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Not ready reason
To select or change the not ready reason of a campaign that is not ready, hover the mouse over
the campaign line of that not ready campaign from the campaigns list and select one of the not
ready reasons from the list appearing at the right.
Sessions viewer
The session viewer area displays the session attributes and the identifier of the interaction participants.
The session viewer area displays the following customization possibilities and information:
Session type
The icon on top of each list represents each session and indicates the session type:
Session
Script
Inbound call
Outbound call
Preview call
Call
Instant messaging
Email
Preview email
Workflow.
Session identifier
Represents the session number between parenthesis, after the session type icon.
Session name
Shows relevant information about the session, after the session identifier. For example, the
contact name, email or telephone number, the campaign name, or other information.
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Activity
Inside each session there are one or more activities:
Script
Phone call
Instant messaging
Inbound email
Forward email
New email
Reply email
Reply all email
Workflow
Other
Knowledge base
Create quick text document, Create article, or Create email template
Activity identifier
Some activities show extra information after the activity icon. For example, the number of the
script session is detailed after the script icon .
Participants
For calls and instant messaging, the session tree also displays the participants entity. The
participant type appear between parenthesis as follows:
• Primary, when there is a direct connection to the participant.
• Secondary, when the connection has been extended.
When the participants node is open, the tree shows details about the participants:
Agent, followed by the name of the agent.

Contact, followed by the phone number.
Example of a sessions viewer
The image shows an example of a session viewer area, with two sessions:
• Session (8) is a phone call, supported by a script.
• Session (9) is a phone call, supported by a script, with the phone number 02453492.
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Main toolbar
The main toolbar warns the agent that a new session arrived at the workstation and of which type.
Sessions selector
Is only available in enhanced mode and if the agent chooses to display the Sessions selector >
In toolbar. Session selector shows the icon that represents the type of activity, and the identifier
of the session being handled by the agent. The icon and the identifier change according to the
task that the agent is performing. When agents handle more than one session at the same time,
the session selector displays an arrow that allows changing between sessions. When the agent
does not have an open session, the session selector states No sessions. The icon of the session
is according to chapter Info (page 72).
Notifications area
In the Notifications area, uAgent Web displays the messages of the day, and notifications including
errors and messages.
The bell icon shows the number of unread notifications that an agent receives. Click the bell icon to see
the notifications.
The Notifications area is organized in the following tabs:
• Messages of the day
• Notifications, including messages and errors related with the agent interaction.
Messages of the day

uAgent Web displays personal, team, and contact center messages in the Messages of the day tab.
Personal
Displays the message of
the day sent to an agent.
Team
the day sent to a team.
Contact center
the day sent to all agents.
Campaign
the day sent to all agents
who are assigned to a
campaign.
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Notifications
uAgent Web displays notifications including errors and messages related to the interaction that the agent
is handling in the Notifications tab.
The Notifications tab is organized in the following tabs:
• The Errors tab displays the errors related with the interaction.
• The Messages tab displays the messages that the agent receives.
Note: If you click a tab, you filter the notifications displayed in the Notifications table by the selected
notification type. If you click again on the same tab, the table displays all types of notifications.
The Notifications tab area allows to perform the following operations:
Mark all as read

Marks as read all notifications in the table.
Clear all
Erases all the notifications in the table.
Mark as read
Marks the notification in the table as read.
Note: In the Errors and Messages tabs, you also have access to the operations, but only for the
specific type of notifications associated to the tab.
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Errors
Displays errors related to the interaction that the agent is handling.
The Errors tab allows performing the following operations:
Errors table
Error
Name of the error. The errors can be related to the script, the telephony and other activities.
Date and time
Date and time when the error occurred.
(Error description)
Details about the error mentioned in the column Error.
Example of error message

For example, the image shows an Errors table with two errors:
• In the first error, the agent was unable to disconnect the call.
• In the second error, the agent failed to transfer the call because the dialed number was invalid.
Messages
Displays messages related to the interaction that the agent is handling.
The Messages tab allows performing the following operations:
Messages table
Message
Title of the message. For example, the messages can be related to the script, to the campaigns
or to the activities. In addition, the supervisors broadcast messages to this area.
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Date and time
Date and time when the message was displayed.
(Message text)
Details about the message.
Example of message
For example, the image shows a message received informing the agent to set ready in all campaigns.
Knowledge Base
Displays documents that help the agent to handle the interaction.
Toolbar
Campaign filter
Filters the knowledge base documents by campaign. By default shows All campaigns.
New
Shows the following menus that open a dialog to add a new document:
Article
Email template
Quick text document.
Send by email
Creates a new email with the selected email template. Only available when the agent opens the
knowledge base inside a session.
Copy to clipboard
Copies the information in the document.The information can be later pasted to another document,
email, or chat.
Edit
Edits the selected document.
Print document
Opens the Print dialog to print the selected document.
Filter by type
Filters the documents by type.
Filter by state
Filters the documents by state.
Browse
Opens a panel on the left with the knowledge base tree.
Search
Opens a panel on the left to search for documents.
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Browse
Content
Represents the knowledge base content.
Category
Represents a knowledge base category.
Search
The section Search has the following elements:
(Search field)
Field to insert words or numbers to search for.
ID
When checked, search in the identification of the document.
Find in selected fields
When checked, search in the selected text fields.
All Fields
Searches in all fields. When checked all the following fields
get checked. When unchecked, all the following fields get
unchecked.
Title
Searches in the title of the documents.
Body
Searches in the content of the documents.
Keywords
Searches in the keywords defined for each document.
Description
Searches in the description field of the documents.
The section Category criteria has the following elements:
All categories
If checked, uAgent Web searches in all categories.
Find in
If checked, uAgent Web only performs the search in the selected category.
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Browse
Opens a dialog box with the knowledge base tree, in order to select the category.
Find
Starts the search.
Document list
ID
The identification of the document.
Title
Name of the document.
Attachments
Shows the icon if the document has an attachment, and is blank otherwise.
Type
Type of document represented by the following icons:
Article
Email template
Quick text document.
State
State of the document represented by the following icons:
Draft, the default state of a document.

Approved, after the supervisor approves the last changes.
Category
Folder to which the document belongs.
Updated
Date and time of the last update of the document.
Preview
Displays the content of the selected document and lists the attachments.
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Details
Displays further information about the selected document.
Id
The identification of the document.
Title
Name of the document.
Category
Folder to which the document belongs.
Description
Summary of the document contents.
Keywords
Significant word or phrase used to describe the contents of a document.
Change log
Displays the chronological list of changes performed in the selected document.
Moment
Date and time of the changes.
User
The user who performed the changes.
State
The state of the document represented by the following icons:
Draft, the default state of a document.

Approved, after the supervisor approves the last changes.
Summary
Description of the changes.
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Comments
Displays previous comments and allows the agent to insert new comments about the selected document.
Moment
Date and time of the comments.
User
The user who wrote the comment.
Comment
The observation of the user.
Add comment
Adds a new comment.
Mailbox
Displays the emails waiting in the campaign mailbox.
Open Mailbox
To open the mailbox, agents click one of the following:
• Pickup email in the interaction menu at the bottom left of the agent session screen, to be able to
pick up an e-mail and be able to start manually an email interaction as in the following figure:
• in the session toolbar.
Toolbar
Pick up
Opens an email session with the selected email.
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Search
Opens a panel on the left to search for an email or group of emails.
Refresh
Updates the list of emails with the emails that have just arrived.
Campaigns
Filters the emails that are queued to the selected campaign. The default value is All campaigns.
Type
Filters the emails that are in the selected folder. The default value is My Inbox.
Mailbox folder
Possible values are:
Inbox
Shows all emails of the Campaign.
MyInbox
Shows all emails of the Campaign that were sent directly to the agent.
Sent items
Shows all emails that the agent sent from Campaign.
Emails list
Agent
The name of the agent associated to the email. For the email folder Inbox, only the agent
associated to the email can pick-up the email.
From
Email address of the contact that sent the email. Just available for inbox folders.
To
Email address of the contact that received the email. Just available for sent items folders.
Subject
The topic of the email.
Moment
The date and time when the contact center received or sent the email.
Details
Shows more information about the selected email.
Email preview
Shows the contents of the email, without removing the email from the campaign queue, to make
sure that the agent opens the right email.
Contact profile
Shows the available information about the contact associated with the email, as in the contact
profile dialog of a session.
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Workflow tasks
Displays the workflow tasks that are in the campaign queue.
Open Workflow tasks window

To open the Workflow tasks window, agents click one of the following:
• Pickup workflow tasks in the interaction menu at the bottom left of the agent session screen, to
be able to start manually handling a workflow task as in the following figure:
• in the session toolbar.
Toolbar
Pick up
Opens a workflow session with the selected task.
Search
Opens a panel on the left to search for workflow tasks.
Refresh
Updates the list of workflow tasks.
Campaigns
Filters the workflow tasks that are queued to the selected campaign. The default value is All
campaigns.
Tasks
Filters the workflow tasks that are in the selected folder. The available filters are:
• All, the default value, shows all workflow tasks of all types except for final.
• My tasks, shows pick-up tasks assigned to the logged agent or to no agent.
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Workflow tasks list
Priority
Relative priority of the workflow task. The possible values are between -50 and 50.
First name
The first name of the contact profile associated with the workflow task.
Last name
The last name of the contact profile associated with the workflow task.
Process Unique Id
Unique id of the workflow process.
Process definition
Name of the workflow process.
Task definition
Name of the workflow task.
Agent
User name of the agent associated with the workflow task.
Details
Shows more information about the selected workflow task.
Task
Shows information about the workflow task, without removing the task from the campaign queue,
to make sure that the agent opens the right task.
Contact profile
Shows the available information about the contact associated with the workflow task, as in the
contact profile dialog of a session.
The tab Workflow data groups information in the following tabs:
Data
Displays details about the workflow task and process.
Attributes
Displays a list of the characteristics of the workflow process with the associated values.
Notes
Displays comments associated with the workflow process.
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Workflow tasks window, tab Workflow data, tab Data
View the details of a workflow task.
In uAgent Web, go to Workflow tasks, select a task, tab Task > Data.
General
Agent
User name of the agent associated with the workflow task. For example, Kevin.
Campaign
Name of the campaign that runs the workflow task. For example, AutoRepairs.
Moment
Date and time when the workflow task is scheduled to be handled. The field is empty when the
workflow task is not scheduled.
GMT moment
When the timezone of the contact is not GMT, the field shows the scheduled date and time for
handling the workflow, converted to the Greenwich Mean Time timezone.
Task
Definition
Name of the workflow task. For example, AcceptCar.
State
State of the workflow task on the Server. For example, Waiting pickup.
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Type
The type of workflow task. For example, Agent PickUp.
Priority
Relative priority of the workflow task. The possible values are between -50 and 50.
Process
Unique ID
Unique ID of the workflow process. For example, # 74.
Definition
Name of the workflow process. For example, AutoRepairs.
Priority
Priority class of the workflow process. The possible classes are: low, medium, and high.
Motivator
The uAgent Motivator allows team leaders and supervisors to rank agents, teams, and campaigns.
The uAgent Motivator are uAgent components that have the following advantages:
• Track agent, team, and campaign performance in real time.
• Agents become aware of performance according to business objectives.
• Agent motivation to work harder and fulfill business objectives.
The uAgent Motivator includes agent and team leaderboards, and a campaign performance window.
Note: You can configure the uAgent Motivator leaderboards using the uAgent Web personalization
toolbox.
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Agents leaderboard
The Agents leaderboard displays a header with an indicator for team performance and columns with
indicators for individual performance. The leaderboard highlights the logged agent position.
The image below is an example of an Agents leaderboard.
The Agents leaderboard has the following parts:
Header (41 calls)

Title of the Agents leaderboard. If the title displays a value, the value refers to the agent team
in the monitoring time frame. For example, the team of agent Francis handled 41 calls since
the beginning of the day.
Campaign name (Telemarketing)
When the leaderboard is configured for a group of campaigns, the combo-box displays the name
of the selected campaign. For example, Telemarketing. Click to display the list of campaigns
that are not currently selected.
Agent rank
Rank of the logged agent considering the values of the rank indicator column. If the agent is
placed after the 20 best agents, the field displays >20.
Rank
Ordered list of the agent and the team colleagues considering the rank indicator column. The
list displays up to 20 agents. The table displays medals for the top 3 agents, and arrows to
indicate change:
Gold
Silver
Bronze
The agent improved at least one position in the rank
The agent fell at least one position in the rank.
Agent
Short name of the agent.
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Indicator columns (Handled inbound, Average handling time, and Talk time)
Indicator columns provide information about the agent performance. The table displays the
column used to rank the agent in bold. If the indicator is a KPI, the color of the indicator value
is as follows:
• Default, when the gray condition is false.
• Green, when the gray condition is true.
• Yellow, when the yellow condition has been true for a consecutive period of time longer than
the yellow timeout.
• Red, when the red condition has been true for a consecutive period of time longer than the
red timeout.
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Agents leaderboard properties
To configure Agents leaderboard, select the control Agents Leaderboard from the Personalization
Toolbox.
1. Define the time frame and the context.
Time frame
Period to which the indicators apply.
Current day
Display values since the beginning of the day.
Current month
Display values since the beginning of the month.
Current year
Display values since the beginning of the year.
Theme
Theme to apply to the leaderboard.
Context
Scope to which the indicators apply.
Contact center
Configures indicators that gather values from all the contact center campaigns.
Group of campaigns
Configure specific indicators per campaign to display values per campaign. Business counters
are only available in this context.
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2. Define the header.
Header
Title that appears on top, above the ranking table. For example, [TEAM] of [AGENT] spent
[VALUE] in Talk state. The title can include the following runtime fields:
• [VALUE], value of the indicator, defined in Field name, for the team in which the agent is
working. If the agent has no team the runtime field will display ?.
• [TEAM], team in which the agent is working.
• [AGENT], name of the agent.
Field type
Type of indicator, either built-in counter or user-defined Key Performance Indicator (KPI), to
use in the header runtime field [VALUE].
Field name
The name of the indicator whose result is displayed in the header runtime field [VALUE]. The
indicator must have the time frame of the Agents leaderboard. If the indicator is of type KPI,
the selected KPI must have the dimension Contact center x All teams.
Format
Type of number of the indicator: number, percentage, timespan, or currency.
Decimal places
Number of decimal places to display. Leave empty to use system regional settings.
Title visible
Defines if the title is visible in the leaderboard.
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3. Define the campaigns and columns.
Move up
Moves the selected column to the left in the Agents leaderboard.
Move down
Moves the selected column to the right in the Agents leaderboard.
Add
Adds a new column to be edited.
Delete
Deletes the selected column.
When you select a column, a table displays the following attributes:
Header
Title of the indicator column.
Field type
Type of indicator, built-in counter, user-defined Key Performance Indicator (KPI) or business
counter. Business counter is only available for the context Group of campaigns.
Field name
The name of the indicator. The indicator must have the time frame of the Agents leaderboard.
If the indicator is of type KPI and the context is Contact center, the selected KPI must have
the dimension Contact center x All agents. If the indicator is of type KPI and the context
is Group of campaigns, the selected KPI must have the dimension Campaign x All agents.
Format
Decimal places
Use for rank?
Select Yes to use the selected column to calculate the rank. Select Yes (Descending) if the
best value is the highest. Select Yes (Ascending) if the best value is the lowest.
Visible Rows
If set to All, the leaderboard displays all agents. If set to Not Null, the leaderboard only
displays the agents in which the value of the Field name is not empty.
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4. Define the campaigns and columns for a group of campaigns.
For the context Group of campaigns, the following operations are available:
Add campaign
Displays a list of campaigns to add to the leaderboard and adds the selected campaign. Add
at maximum 10 campaigns.
Remove campaign
Removes the campaign of the tab from the leaderboard.
Teams leaderboard
The Teams leaderboard displays a header with an indicator for contact center performance and columns
with indicators for team performance. The leaderboard highlights the position of the team of the logged
agent.
The image below is an example of a Teams leaderboard.
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The Teams leaderboard has the following parts:
Header (in average of 4m56s)

Title of the Teams leaderboard. If the title displays a value, the value refers to the contact center
in the monitoring time frame. For example, the average talk time for the contact center is 4m56s
since the beginning of the month.
Campaign name (Telemarketing)
When the leaderboard is configured for a group of campaigns, displays the name of the selected
campaign. For example, Telemarketing. Click to display the list of campaigns that are not
currently selected.
Agent team rank

Rank of the team of the logged agent considering the values of the rank indicator column. If the
team is placed after the 20 best teams, the field displays >20.
Rank
Ordered list of teams considering the rank indicator column. The list displays up to 20 teams.
The table displays medals for the top 3 teams, and arrow to indicate change:
Gold
Silver
Bronze
The team improved at least one position in the rank
The team fell at least one position in the rank.
Team
Team name.
Indicator columns (Handled inbound, Average handling time, and Talk time)
Indicator columns provide information about the team performance.The table displays the column
used to rank the team in bold. If the indicator is a KPI, the color of the indicator value is as follows:
the yellow timeout.
red timeout.
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Teams leaderboard properties
To configure Teams leaderboard, select the control Teams Leaderboard from the Personalization
Toolbox.
Time frame
Current day
Current month
Current year
Theme
Context
Scope to which the indicators apply.
Contact center
Configures indicators that gather values from all the contact center campaigns.
Group of campaigns
Configure specific indicators per campaign to display values per campaign. Business counters
are only available in this context.
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Header
Title that appears on top, above the ranking table. For example, Contact center teams
talked on average [VALUE]. The title can include the following runtime fields:
• [VALUE], value of the indicator, defined in Field name, for the contact center.
• [TEAM], team in which the agent is working. If the agent has no team, the runtime field
will display ?.
Field type
Type of indicator, either built-in counter or user-defined Key Performance Indicator (KPI), to
use in the header runtime field [VALUE].
Field name
indicator must have the time frame of the Teams leaderboard. If the indicator is of type KPI,
the selected KPI must have the dimension Contact center.
Format
Decimal places
Title visible
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3. Define the campaigns and columns.
Move up
Moves the selected column to the left in the Teams leaderboard.
Move down
Moves the selected column to the right in the Teams leaderboard.
Add
Delete
When supervisors select a column, a table displays the following fields:
Header
Field type
Type of indicator, built-in counter, user-defined Key Performance Indicator (KPI) or business
counter. Business counter is only available for the context Group of campaigns.
Field name
The name of the indicator. The indicator must have the time frame of the Teams leaderboard.
If the indicator is of type KPI and the context is Contact center, the selected KPI must have
the dimension Contact center x All teams. If the indicator is of type KPI and the context
is Group of campaigns, the selected KPI must have the dimension Campaign x All teams.
Format
Decimal places
Use for rank?
Select Yes to use the selected column to calculate the rank. Select Yes (Descending) if the
best value is the highest. Select Yes (Ascending) if the best value is the lowest.
Visible Rows
If set to All, the leaderboard displays all agents. If set to Not Null, the leaderboard only
displays the agents in which the value of the Field name is not empty.
In the context Group of campaigns, the following operations are available:
Add campaign
Displays a list of campaigns that can be added to the leaderboard and adds the selected
campaign. Add at maximum 10 campaigns.
Remove campaign
Removes the campaign of the tab from the Teams leaderboard.
Campaign performance
The Campaigns performance window displays a header with an indicator for contact center performance
and columns with indicators for campaign performance.
The image below is an example of a Campaigns performance window.
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The Campaigns performance window has the following parts:
Header (on average 4m56s talking)

Title of the Campaigns performance window. If the title displays a value, the value refers to the
contact center in the monitoring time frame. For example, the average time contact center agents
spend talking since the beginning of the year is 4m56s.
Campaign
Name of the open campaigns, service campaigns, or a defined set of campaigns.
Indicator (Handled interactions and Contacts in "Done" state)
Columns that provide information about the performance of the campaign, with a value for each
campaign in the monitoring time frame. If the indicator is a KPI, the color of the indicator value
is as follows:
the yellow timeout.
red timeout.
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Campaign performance properties
To configure Campaigns leaderboard, select the control Campaigns Performance from the
Personalization Toolbox.
Time frame
Current day
Current month
Current year
Theme
Context
Scope to which the counters apply. Business counters are available in all contexts.
Open campaigns
Configures counters to be displayed for the campaigns that the agent has opened.
Service
Configures counters to be displayed for the campaigns of the selected service.
Group of campaigns
Configure counters to be displayed for the selected campaigns.
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Header
Title that appears on top, above the ranking table. For example, The contact center
agents handled [VALUE] calls. The title can include the following runtime fields:
• [VALUE], value of the indicator, defined in Field name, for the contact center.
• [TEAM], team in which the agent is working. If the agent has no team the runtime field will
display ?.
Field type
Type of indicator, either built-in or user-defined Key Performance Indicator (KPI), to use in
the header runtime field [VALUE].
Field name
indicator must have the time frame of the Campaigns performance window. If the indicator
is of type KPI, the selected KPI must have the dimension Contact center.
Format
Decimal places
Title visible
Header visible
Defines if the header is visible in the leaderboard.
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3. Define the columns.
Move up
Moves the selected column to the left in the Campaign performance window.
Move down
Moves the selected column to the right in the Campaign performance window.
Add
Delete
When supervisors select a column, a table displays the following fields:
Header
Field type
Type of indicator, built-in counter, user-defined Key Performance Indicator (KPI), or business
counter.
Field name
The name of the indicator. The indicator must have the time frame of the Campaigns
performance window. If the indicator is of type KPI, the selected KPI must have the dimensions
Contact center x All campaigns. If the indicator does not apply to a listed campaign, the
field will be empty.
Format
Decimal places
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Leaderboard built-in counters
Displays the description of the built-in counters available for the leaderboards.
The locations to configure each counter are represented by a visual code in front of the description. The
visual code uses the following icons:
Agents leaderboard
Teams leaderboard
Campaigns performance
Not available
Header
Columns
Header and columns
The windows near the icon of each leaderboard panel represent the locations where you can configure
the indicators. For example, % of "Successful" outbound interactions is available for the columns of
Agents leaderboard, for the header and columns of Teams leaderboard, and for the header of Campaigns
performance.
% of "Successful" outbound interactions

Percentage of outbound calls, from connected and not connected calls, that
ended according to the business objective. The quotient between successful
calls and all outbound call tries.
% of connected outbound calls that reached "Handled" state

Percentage of connected outbound calls that were handled by agents. The
quotient between handled calls and connected outbound calls.
% of connected outbound calls that reached "Qualified" state

Percentage of outbound connected calls that reached the intended customer,
but did not achieve the business objective. The quotient between qualified
calls and connected outbound calls.
% of connected outbound calls that reached "Success" state

Percentage of outbound connected calls that ended according to the business
objective. The quotient between successful calls and connected outbound
calls.
Average No. of agents in "Not Ready" state

Average number of not ready agents in the elapsed time of the selected time
frame. The quotient between the sum of the time that each agent was not
ready in the time frame and the elapsed time of the time frame.
Average No. of agents in "Ready" state

Average number of ready agents in the elapsed time of the selected time
frame. The quotient between the sum of the time that each agent was ready
in the time frame and the elapsed time of the time frame.
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Average No. of calls per contact before a "Qualified" call
Average number of call tries placed to a contact before reaching the intended
customer.
Average No. of calls per contact before a "Successful" call

Average number of call tries placed to a contact before reaching the business
objective.
Average time in "Alerting" state

Average time that agent sessions were in alerting state. The alerting state
applies to inbound calls, emails and instant messages, outbound preview
calls and emails, and workflow tasks. The alerting time happens before the talk time or the handling time.
Average time in "Handling" state

Average time that workflow tasks and emails were in handling state. The
handling state happens between the end of the alerting state and the moment
when the agent becomes cleared.
Average time in "Inbound Talk" state

Average time that agent sessions for inbound calls and instant messages
were in talk state. The talk state happens between the end of alerting and the
beginning of wrap-up. For calls, the time in talk state includes the periods that the agent directly talks to
the customer, places the call on hold, extends, or transfers the call.
Average time in "Inbound Wrap-up" state

Average time that agent sessions for inbound calls and instant messages
were in wrap-up state. The wrap-up state happens between the end of the
talking state and the moment when the agent becomes cleared.
Average time in "Outbound Talk" state

Average time that agent sessions for outbound calls were in talk state. The
state talk happens between the end of alerting and the beginning of wrap-up.
The time in talk state includes the periods in which the agent directly talks to the customer, places the
call on hold, extends, or transfers the call.
Average time in "Outbound Wrap-up" state

Average time that agent sessions for outbound calls were in wrap-up state.
The wrap-up state happens between the end of the talking state and the
moment when the agent becomes cleared.
Average time in "Script sessions" state

Average time that agent sessions had an open script, with or without an
ongoing interaction.
Average time in "Talk" state

Average time that agent session for calls and instant messages were in talk
state. The talk state happens between the end of alerting and the beginning
of wrap-up. For calls, the time in talk state includes the periods in which the agent directly talks to the
customer, places the call on hold, extends or transfers calls.
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Average time in "Waiting in queue" state
Average time that inbound calls, emails, and instant messages spent waiting
in the campaign queue. Interactions wait in queue while there are no ready
agents to receive the interaction.
Average time in "Waiting" state

Average time that inbound calls, emails, and instant messages spent waiting
in the campaign queue or alerting at agent workstations.
Average time in "Wrap-up" state

Average time that agent sessions for calls and instant messages were in
wrap-up state. The wrap-up state happens between the end of the talking
state and the moment when the agent becomes cleared.
Conversion rate
Percentage of outbound contacts that ended according to the business
objective per total outbound contacts that reached the intended customer.
The quotient between successful calls and the sum of qualified calls, successful calls, and unsuccessful
calls.
Maximum time in "Alerting" state

Maximum time that an inbound call, an inbound email, an inbound instant
messaging interaction, an outbound preview interaction, or a workflow task
spent alerting at agent workstations.
Maximum time in "Waiting in queue" state

Maximum time that an inbound call, an email, or an instant messaging
interaction spent waiting in the campaign queue. Interactions wait in queue
while there are no ready agents to receive the interaction.
Maximum time in "Waiting" state

Maximum time that an inbound call, an email, or an instant messaging
interaction spent waiting in the campaign queue or alerting at agent
workstations.
No. of "Discarded" outbound interactions

Number of predictive dialing calls hung up by customers before the full greeting
threshold.
No. of "Handled" interactions

Number of handled calls, emails, instant messages, and workflow tasks.
Handled calls are calls connected to the agent that the agent or the customer
disconnected, even if the agent discarded the script. Handled emails are inbound emails that the agent
opened or outbound emails that the agent sent with success. Handled instant messages are inbound
instant messaging interactions that the agent accepted.
No. of "Handled" inbound interactions

Number of handled inbound calls, inbound emails, and instant messaging
sessions. Handled calls are calls connected to the agent that the agent or the
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customer disconnected, even if the agent discarded the script. Handled inbound emails are emails that
the agent opened. Handled instant messages are instant messaging interactions that the agent accepted.
No. of "Handled" outbound interactions

Number of handled outbound calls and outbound emails. Handled outbound
calls are connected calls that the agent or the customer disconnected, even
if the agent discarded the script. Handled outbound emails are emails that the agent sent with success.
Outbound instant messaging interactions are instant message interactions between agents in which a
campaign script is added.
No. of "Handled" outbound telephony interactions

Number of handled outbound calls. Handled outbound calls are connected
calls that the agent or the customer disconnected, even if the agent discarded
the script.
No. of contacts in "Aborted" state

Number of contacts that did not reach the intended customer within the limit
of contact tries.
No. of contacts in "Canceled" state

Number of contacts that were manually canceled.
No. of contacts in "Done" state

Number of contacts that ended with business status successful, unsuccessful,
or non qualified, and that the Altitude uCI Server will not call again.
No. of contacts in "Non Qualified" state

Number of contacts with a call that did not reach the intended customer.
No. of contacts in "Not Scheduled" state

Number of contacts for which no further calls will be made to the customer.
No. of contacts in "Not Touched" state

Number of outbound contacts that have never been called.
No. of contacts in "Qualified" state

Number of contacts with a call that reached the intended customer but did
not achieve the business objective.
No. of contacts in "Scheduled" state

Number of contacts for which more calls will be placed to the customer.
No. of contacts in "Success" state

Number of contacts with a call that ended according to the business objective.
No. of contacts in "Unsuccessful" state

Number of outbound contacts with a call that reached the intended customer
but the customer refused the objective.
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No. of contact tries
Total number of calls placed to contacts.
No. of contact tries with "Non qualified" outcome

Number of calls that reached the wrong person.
No. of contact tries with "Qualified" outcome

Number of calls that reached the intended customer, but where the business
objective was not achieved.
No. of contact tries with "Success" outcome

Number of calls that reached the intended customer and ended according to
the business objective.
No. of contact tries with "Unsuccessful" outcome

Number of calls that reached the intended customer but the customer refused
the objective.
No. of interactions in "Alerting" state

Number of inbound calls, emails and instant messages, outbound preview
interactions, and workflow tasks that are alerting at agent workstations.
No. of interactions in "Waiting in queue" state

Number of inbound calls, emails, and instant messaging interactions waiting
in the campaign queue. Interactions wait in queue while there are no ready
agents to receive the interaction.
No. of interactions in "Waiting" state

Number of inbound calls, emails, and instant messaging interactions waiting
in the campaign queue or alerting at agent workstations.
No. of "Offered" inbound interactions

Number of inbound calls, emails, and instant messages, associated with a
campaign.
No. of "Qualified" outbound calls per hour of work

Number of outbound connected calls that reached the intended customer but
did not achieve the business objective divided by the hours of ready time of
the agents.
No. of "Script sessions" occurrences

Number of open script sessions.
No. of "Successful" outbound interactions per hour of work

Number of outbound connected calls that ended according to the business
objective divided by the hours of ready time of the agents.
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No. of Workflow Tasks in "Workflow Tasks in Progress" state
Workflow tasks waiting to be delivered to agents or manually picked up by
agents.
Service level
Percentage of inbound interactions that waited in queue within the upper
service level before being delivered to an agent. The upper service level is
considered the maximum reasonable waiting time.
Total time in "Handling" state

Total time that agent sessions for workflow tasks and emails were in handling
state. The handling state happens between the end of the alerting state and
the moment when the agent becomes cleared.
Total time in "Inbound Talk" state

Total time that agent sessions for inbound calls and instant messages were
in talk state. The talk state happens between the end of alerting and the
beginning of wrap-up. For calls, the time in talk state includes the periods that the agent directly talks to
the customer, places the call on hold, extends, or transfers the call.
Total time in "Inbound Wrap-up" state

Total time that agent sessions for inbound calls and instant messages were
in wrap-up state. The wrap-up state happens between the end of the talking
state and the moment when the agent becomes cleared.
Total time in "Outbound Talk" state

Total time that agent sessions for outbound calls were in talk state. The talk
state happens between the end of alerting and the beginning of wrap-up. The
time in talk state includes the periods that the agent directly talks to the customer, places the call on hold,
extends, or transfers the call.
Total time in "Outbound Wrap-up" state

Total time that agent sessions for outbound calls were in wrap-up . The
wrap-up state happens between the end of the talking state and the moment
when the agent becomes cleared.
Total time in "Script sessions" state

Total time that agent sessions had an open script, either with or without an
ongoing interaction.
Total time in "Talk" state

Total time that agent sessions for calls and instant messages were in talk
state. The talk state happens between the end of alerting and the beginning
of wrap-up. For calls, the time in talk state includes the periods that the agent directly talks to the customer,
places the call on hold, extends, or transfers the call.
Total time in "Wrap-up" state

Total time that agent sessions for calls and instant messages were in wrap-up
state. The wrap-up state happens between the end of the talking state and
the moment when the agent becomes cleared.
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Windows system tray
The Windows system tray displays an icon that allows the configuration of the uAgent Web softphone.
Right-click the uAgent Web softphone to display the list of options, as follows:
Device Configuration
Audio Out
Select the output audio device.
Audio In
Select the input audio device.
Ringer
Select the ringer audio device.
Use acoustic echo cancellation (AEC)
If checked, reduces the echo effect of the speakerphone and the echo that arises when the
sound from the speakerphone or headphone leaks into the microphone.
Use auto gain control (AGC)
If checked, adjusts the microphone volume so that the other party does not hear the distortion
that might be caused by extreme microphone inputs.
Use noise reduction
If checked, reduces the background noise by generating a cancelling anti-noise signal.
Mic boost
Check the option to increase the volume of the microphone.
Ring thru PC speakers
Check the option to use the PC speakers as the ringer.
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Device Controls
Speaker
Sets the speaker volume.
Microphone
Sets the microphone volume.
Ringer
Sets the ringer volume.
Mute
Mutes or unmutes the speaker or microphone.
Session window components

Depending on the configuration of uAgent Web, agents may view all or only some of the described session
window components.
Start session script

Starts a session script.
Start script
The agent can start handling a script by clicking Start script in the interaction menu at the bottom left
of the agent session screen, to start a script manually as in the following figure:
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Note: If there is more than one campaign available to the agent, a window appears for the agent to
select which campaign to use and the campaign script session only starts once the agent selects the
campaign.
The attribute Destination displays the following options:
Destination
The type of entity to use for dialing a call: Agent or Phone.
Agent
Dials the extension associated with the agent user name. Agents type a new user.
Number
Dials the inserted number. Agents type a new number. By default, manual calls are considered
external calls. To dial an extension, agents must prefix the number with the Direct number
prefix, which defaults to an equal sign (=). For example, agents dial =2000 to reach the extension
2000.
Address book
Shows the address book: the list of agents and, if LDAP functionality is active, also the list of
LDAP contacts.
Address book
Hides the address book.
The address book displays the following tabs:
Contacts
Shows the contact list retrieved from a LDAP service.
Agents
Shows the agent list.
Session selector in toolbar

Agents can select a session from a list to work in simultaneous sessions.
The session selector in toolbar has the following parts:
Session type
Type of session. The example represents an instant messaging session. The other session
types are as follows:
Script
Inbound call
Outbound call
Preview call
Call
Workflow
Email
Preview email.
(6) Session identifier

Session number. The example is session number 6.
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user@mail.com Session name
Displays relevant information about the session. For example, the contact name, email or
telephone number, the campaign name, or other information.The example shows the user email.
Arrow
When there are more than one open session, displays the list of sessions that are not currently
selected.
Small session slider

Displays session details as a tooltip.
The small session slider has the following parts:
Session type
Type of session. The example represents an email
session. The other session types are as follows:
Script
Inbound call
Outbound call
Preview call
Call
Instant messaging
Preview email
Workflow.

helpdesk@technical-op.com Session name
telephone number, the campaign name, or other information. The example shows the extension
number that is calling.
Border
The currently open session has a thicker border.
Large session slider

Displays additional session details. Other details appear as a tooltip.
The large session slider has the following parts:
Session type
Type of session.The example represents an instant messaging
call session. The other session types are as follows:
Script
Inbound call
Outbound call
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Preview call
Call
Email
Preview email
Workflow.

user@mail.com Session name
telephone number, the campaign name, or other information. The example shows the customer
name and the telephone.
00:02:25 Session duration
Elapsed time since the session has begun. The session duration includes the dialing time, the
alerting time and the preview time. The example shows an activity that lasts for 2m 25s.
Type of activity
Media used for the activity or the script. The example represents instant message activity. Each
session can include more than one activity. The other session types are as follows:
Script
Instant messaging
Email
Workflow
Other.
reserved Session state

Name of an important session state intended to call the agent attention. The session of the
example is in state reserved. The other states are: alerting, waiting instant messaging, and idle
in a session.
00:02:13 State duration
Displays for how long the session has been in the state since the last change in state. The
session of the example is in state reserved for 2m 13s. The state duration only appears for the
states: waiting instant messaging, idle in a session and reserved. The waiting instant messaging
starts counting when the last message from the customer arrives at the agent workstation and
stops counting when the agent answers.
Progress bar
Only applies to states Waiting instant messaging and Reserved. The progress bar of the Waiting
instant messaging shows how much time of the no-response timeout has been reached. The
progress bar of the reserved state gives feedback about how much reservation time is left. The
bar moves forward and displays different color as time goes by. The progress bar of the example
is green, which means that the session is in state reserved for less than 60% of the configured
time. If the agent reaches 60% of the configure time, the progress bar turns yellow. If the agent
reaches 80% of the configure time, the progress bar becomes red.
Border
The currently open session has a thicker border. When the agent mouses over the session slider,
the border becomes orange, as in the example.
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Tooltip
Mouse over the session slider to see a tooltip with detailed information about the session and
the activity. The example shows the complete name of the customer, Susan Corr.
Outcomes
Displays the activity outcomes configured for campaigns with default script.
Depending on the Management Portal configuration for agent applications, the agents:
• Do not see the button Outcomes.
• See the button Outcomes, and choose either to insert lines or not.
• See the button Outcomes, and must insert at least one line before ending the script.
Agents use the outcomes to record the business result of the interaction with the customer. The information
displayed in the Outcomes list depends on the configuration of the business outcomes for each campaign.
The Outcomes table displays the following buttons:
Insert
Inserts a new line with the value of at least one outcome.
Edit
Allows changing the selected line of outcomes.
Delete
Removes the selected line of outcomes. uAgent Web does not show a confirmation dialog.
The example displays the business

outcomes for a campaign that handles
requests by urgency level. The business
outcomes for the campaign are first and
second level urgency.
Edit outcome
Name
Name of the outcome, already filled in.
Value
Field where agents insert the value of the outcome.
For outcomes with enumerate values, agents select an enumerate value from the combo box.
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Script
Displays the default script attributes.
Default script
Name
Name of the activity attribute field, defined in Management Portal.

Value
Value of the field for the loaded customer. Agents keep, change or add new information to the
existing fields.
Inbound email
Displays the default window for handling inbound emails.
Toolbar
Reply
Replies to the sender of the email using information from the inbound email. For example, the
field To is automatically filled.
Reply all
Replies to the sender and to all the other recipients of the email.
Forward
Sends the email to other recipients.
Print email
Prints the email header and body.
Email
From
The name and address of the contact that sent the email.
Note: The From attribute is hidden for anonymous campaigns.
Sent
The date and time when the customer sent the email.
To
The recipient or recipients of the email.
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Subject
The topic of the inbound email.
Attachments
The files attached to the inbound email.
Body
The message of the email.
Outbound email
Displays the default email editor for handling outbound emails.
Email operations
Send email
Sends an email to the specified recipient.
Save as template
Saves the subject and body of the email as an email template in the Knowledge Base.
Open quick text panel

Displays a panel on the right with the sentences configured as quick text for agents to add to
the outbound email.
Print email
Prints the email header and body.
Address book
Pops up the window Address book.
Check names
Opens the address book listing the contacts with the typed letters. Requires LDAP functionality.
Spell check
Checks the text for spelling mistakes on the subject and body of the email.
Email contents
From
The address that will send the email.
To
The recipient or recipients of the email. When the LDAP services are enabled, opens the dialog
Address book.
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Note: You cannot send an email to more than 100 recipients simultaneously.
Note: You cannot send emails to customers in anonymous campaigns.
Cc
The recipients that receive a copy of the email. When the LDAP services are enabled, opens
the dialog Address book.
Bcc
The recipients that receive a copy of the email, keeping the names of the recipients secret. When
the LDAP services are enabled, opens the dialog Address book.
Subject
Add attachment
Browses the files to attach to the email. The attribute displays the files already attached to the
email.
Body
The message of the email.
Agents type the first letter of the email address to display all the email addresses that match the letter
and select the email address for each of the attributes.
Bullets and indentation

Insert/Remove Numbered list
Creates a numbered list.
Insert/Remove Bulleted list
Creates a bulleted list.
Increase Indent
Increases the indent level of the selected text.
Decrease Indent
Decreases the indent level of the selected text.
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Text alignment
Justify left
Aligns the text to the left.
Justify center
Centers the text.
Justify right
Aligns the text to the right.
Justify general
Aligns the text to the left and to the right, by creating space between words.
Text style, font and color

Style
Changes the font, color and paragraph spacing of the
selected text according to the selected style.
Font
Changes the font of the select text.
Size
Changes the font size of the selected text.
Text color
Changes the selected text color.
Background color
Changes the background color under the select text.
Text formatting
Bold
Makes the selected text bold.
Italic
Italicizes the selected text.
Underline
Underlines the selected text.
Strikethrough
Draws a line through the middle of the selected text.
Superscript
Creates small letters above the line of text.
Subscript
Creates small letters below the line of text.
Knowledge Base
Insert email template
Adds the subject and body of an email template to the outbound email.
Insert Knowledge Base article
Adds the content of an article to the outbound email.
Edit and print

Cut
Cuts the selection to the clipboard.
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Copy
Copies the selection to the clipboard.
Paste
bInserts the clipboard contents into the email.
Paste as plain text
Inserts the clipboard contents into the email as plain text.
Paste from Word
Inserts the clipboard contents into the email, maintaining the format from Word.
Print body
Prints the email body.
Spell check
Checks the text for spelling mistakes on the body of the email.
Text operations
Undo
Reverses the most recent action.
Redo
Replays the most recent undone action.
Find
Pops up the window Find and Replace. Finds the specified text in the email.
Replace
Pops up the window Find and Replace. Finds and replaces the specified text in the email with
a new text.
Select all
Selects all text in the email body.
Remove format
Removes the format of the selected text.
Links
Link
Pops up the window Link. Creates a link.
Unlink
Removes a link.
Anchor
Pops up the window Anchor properties. Inserts a link to jump to a specific place in the current
email.
Images and tables

Insert image
Pops up the window Image Properties. Defines or changes the image
properties.
Table
Pops up the window Table properties to insert a table.
Insert Horizontal Line
Inserts a horizontal line below the cursor position.
Insert Special Character
Pops up the window Select Special Character to insert a special character in the email body.
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Find and Replace
Match whole word
If checked, finds only the entire words
and not larger words that contain the
typed string.
Match case
If checked, finds only the words that
match the case of the typed words.
Match cyclic
If checked, finds and replaces in the
whole email body.
Image Properties
URL
The URL of the picture.
Alternative text
The text that will appear when
mousing over the picture or
when the picture is not available.
Width
The width of the image, in pixels.
Height
The height of the image, in
pixels.
Lock Ratio
When locked, maintains the ratio
between the Width and Height
of the image.
Reset Size
Resets the image size.
Alignment
Selects the type of alignment.
Border
The line weight of the border in points (pt). Type the number of points.
HSpace
The space between the image and the text on the left and on the right of the image.
VSpace
The space between the image and the text above and below the image.
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Link
Link type
The type of link:
• URL
• Link to anchor in the text
• E-mail.
Protocol
For URL links. One of the following
options:
• http://
• https://
• ftp://
• news://
• Other
URL
For URL links. The reference to an Internet resource.
Select an Anchor
For Link to anchor in the text links. Search an anchor By Anchor Name or By Element Id.
E-Mail Address
For E-mail links. The e-mail address.
Message Subject
For E-mail links. The message subject.
Message Body
For E-mail links. The message body.
Anchor properties
Name
The name of the anchor starting with a letter.
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Table properties
Caption
Title or explanation of the table.
Summary
Description of the table.
Rows
Number of rows.
Columns
Number of columns.
Headers
Select if the first column, the first row or both
are headers of the table.
Alignment
Alignment of the table in the email body.
Width
Width of the table in percentage or in pixels.
Height
Height of the table in pixels.
Border size
Line weight of the border, in pixels.
Cell spacing
Space between the table cell, in pixels.
Cell padding
Space between the text inside the table and the border surrounding the test, in pixels.
Inbound instant messaging

Displays the default window for handling instant messages.
(Header)
Displays an identification of the other participants. For example, the email of the customer, or
the user name of another agent.
Show quick text

Displays a panel on the left with the sentences configured as quick text for agents to add to the
instant messaging.
History
Pops up the window Instant messaging recent history. The button is enabled after ending an
extended instant messaging session, and until the session is closed. Shows the extended
conversation between the agents.
Send message
Sends the message that the agent writes in the text box.
Instant messaging content
Displays the names of the participants in the chat and the conversation.
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Instant messaging recent history
The dialog has the following areas:
Instant messaging tooltip information

The tooltip displays the start time of the conversation, followed by the name of the first participant,
and the beginning of the first sentence of the conversation.
(Conversation)
Displays the content of the conversation selected on the left area.
Contact browser
Agents use the contact browser to view the contact profiles of the selected directory and load the contact
profile as a contact for the campaign.
In uAgent Web, click in a session to display the list of contact profiles of a directory.
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Toolbar
Load contact
Adds the selected contact profile as a contact in the campaign. If a call is scheduled for the
contact, a dialog appears asking whether the agent wants to keep the scheduled time. If a call
is scheduled for the contact, and the agent has scheduled a new call during the session, a dialog
appears asking the agent to choose one of the scheduled dates.
Refresh
Updates the list of contact profiles in the directory.
Directory
Name of the directory that has the contact profiles. For example, Telemarketing.
(Search in)
Name of the contact profile field to filter. For example, Unique ID or Company name. Supervisors
define the fields that can be searched in Management Portal.
(Keywords)
The content of the field to be searched, defined in Search in. For example, for Unique ID, insert
the unique id of the contact profile to search for. When agents insert more than one word, uAgent
lists the contact profiles that have all the typed words.
Search
Filters the contact profiles with the characteristics selected in the previous field.
Clear search
Shows all contact profiles.
Contact profile list

Lists some information about each contact profile to ease the search. Supervisors define the columns of
the contact profile list in Management Portal. The default columns are the following:
First name
First name or given name of the contact.
Last name
Last name or family name of the contact.
Gender
Gender of the contact.
Title
Title of the contact. For example, Mr., Ms. or Mrs.
Unique ID
Unique identifier of the contact profile of the contact. The unique identifier is defined according
to the contact center policies. For example, the contact center may define that the unique identifier
is the social security number of the contact.
Details
Shows specific information about each contact profile. For example, agents view the personal information
to ensure that the contact profile is the right contact profile of the contact to load.
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Contact
For campaigns configured to automatically load inbound contacts, uAgent Web automatically searches
for the contact in all the directories assigned to the campaign, using the phone number of the caller (for
phone calls) or the sender email address (for email).
If only one contact matches the search, uAgent Web loads the contact and the campaign script
automatically. If uAgent Web is unable to identify the contact, or identifies multiple contacts, agents select
one of the following options:
Search for the contact

Search for the contact using the uAgent Web contact browser. Agents select and load a contact
from the list of contacts. The campaign script starts after the agent loads a contact.
Create a new contact
Create a new contact profile. Agents fill information about the contact, such as email addresses,
phone numbers and the unique identifier. The campaign script starts after the contact profile is
created.
Start without contact
Start the campaign script without a loaded contact. Agents can later load a contact or create a
new contact using the uAgent Web contact browser.
Preview
For email activities. Previews the inbound email.
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Undetermined contact
If multiple contacts match the phone
number or sender email address,
uAgent shows a list of the possible
contacts to load. Each row of the list
shows the full name, the unique
identifier, and the directory of the
contact.
Load
Load the selected contact and
start the campaign script.
Details
Show the details of the
selected contact profile.
Address book
Displays the LDAP address book to find an email recipient.
Search
Shows or hides a panel on the left to search for contacts.
Source
Name of the LDAP service of the desired contact list.
Search
Panel to search inside each LDAP attribute that characterizes a contact. Supervisors can add
extended attributes in Management Portal.
Search
Filters the contact list according to the selected criteria.
Clear search
Removes all filters from the contact list.
The contact list displays at least the following LDAP basic attributes:
Name
Name of the contact.
Alias
Letters that represent the name of the contact.
Phone
Phone number of the contact.
Email
Email address of the contact.
To
Adds the selected contact to the recipients of the email.
Cc
Adds the selected contact to the recipients that receive a copy of the email.
Bcc
Adds the selected contact to the recipients that receive a copy of the email, keeping the names
of the recipients secret.
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Right-click over a contact to display the following menu:
Add to To
Adds the selected contact to the recipients of the email.
Add to Cc
Adds the selected contact to the recipients that receive a copy of the email.
Add to Bcc
Adds the selected contact to the recipients that receive a copy of the email, keeping the names
of the recipients secret.
Contact properties
Opens the dialog Contact properties to show all the LDAP attributes of a contact.
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Info
Contains information about the current activity.
Alerting
An activity arrived at the workstation of the agent.
Accept
When a session is alerting, accepts the incoming activity in order to handle it.
Connection is down
Notifies the agent that the connection is down through the message: Connection is down.
Please wait while uAgent Web tries to recover.
Connection reestablished
Notifies the agent that the connection has been recovered through the message: Connection
reestablished. Finish session to complete recovery.
Disconnected
Notifies the agent that uAgent Web is disconnected through the message: Disconnected from
Server.
Session information
All sessions display the section Session information.
Type
The session type.
Data
Inbound call
Outbound call
Preview call
Call
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Instant messaging
Email
Preview email
Workflow.
Name
The session identifier followed by the session name.The session name shows relevant information
about the session. For example, the contact name, email or telephone number, the campaign
name, or other information.
Reserved
The agent is handling the activity before the timeout, or before ending reservation time.
Started at
The session start date and time.
Duration
Elapsed time since the session has begun.
Data
Sessions that have an associated script display the section Data.
Data
Link to the script tab.
Campaign
Name of the campaign where the script is running.
Script
Name of the script that is running for the campaign. For example, [Default] for a campaign
running the default script.
Contact
Link to the contact profile tab. If the contact profile in unknown, the area displays Contact [new].
When an activity with the contact profile has already occurred, the area displays Contact followed
by the number of the contact.
(Contact profile name)
Full name of the loaded contact profile. For example, James Smith.
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Timezone
Timezone associated with the contact. For example, GMT.
Load suggested contact
When no contact profile is loaded, loads the contact profile associated with the activity.
Scheduled for
Displayed when the contact is scheduled. When the contact is scheduled without a moment, the
field states As soon as possible. When the contact is scheduled with a moment, the field
shows the scheduled date and time.
Started at
The date and time when the script was loaded.
Duration
Time spent with the script.
Telephony
Sessions that have a call activity display the section Telephony.
Number
The phone number of the contact.
State
The state of the call in uAgent Web.
Participants
Lists the name of the participants in the call. When the name is not available displays the phone
number. For example, if the agent starts a conference call, the box displays the phone number
of the contact and the name of the other agent that is on conference.
Started at
The date and time when the call activity began.
Duration
Time spent with the call activity.
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Supervisor help
For Alcatel-Lucent telephony switch. Agents working in uAgent request help from a switch
supervisor through the Supervisor help operation. The box displays the state of the supervisor
help request.
Cancel
For Alcatel-Lucent telephony switch. Cancels the supervisor help request.
Email
Sessions that have an email activity display the
section Email.
Subject
From
The name and address of the contact that
sent the email. For example,
helpdesk@technical-op.com.
To
The recipient or recipients of the email.
ID
The identifier of the email on the database.
State
The state of the email in uAgent Web.
Created on
The date when the contact center received
the email.
Recovered email
Notifies the agent that the email has been
recovered.
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Instant messaging
Sessions that have an associated instant messaging activity display the section Instant messaging.
Instant messaging
Link to the instant messaging tab.
State
The state of the instant messaging in uAgent Web.
Participants
The name of the participants in the instant messaging. When the name is not available, displays
the email. For example, if the agent starts a conference instant messaging, the box displays the
email of the contact and the name of the other agent on conference.
Started at
The date and time when the instant messaging activity began.
Duration
Time spent with the instant messaging activity.
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Workflow task
Sessions that have a workflow activity display the section Workflow task.
Name
The name of the workflow task being handled by the agent.
State
The state of the workflow task in uAgent Web.
Recovered task
Notifies the agent that the workflow task has been recovered.
Info for Alcatel-Lucent supervisor help

Supervisor help operations for integration with Alcatel-Lucent OXE.
Alcatel-Lucent switch supervisors reply to supervisor help requests from agents using the following:
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Note: The operations are disabled if the session has an external phone media.
Barge-in
Accept the help request
in barge-in mode. The
supervisor participates in
the conversation as a
conference with the
agent and the other
party.
Whisper-in
Accept the help request
in whisper-in mode. The
supervisor listens to the
conversation and talks to
the agent. The other
party does not hear the
supervisor.
Listen-in
Accept the help request in listen-in mode. The supervisor listens to the conversation. The agent
and the other party do not listen to the supervisor.
Permanent
Accept the help request in permanent supervision mode. The supervisor listens to all
conversations from a specific agent.
Refuse
Refuse the help request. The help request is redirected to another supervisor.
Supervised agent
The user name of the agent that requested help, followed by the extension of the agent.
Dialogs of uAgent Web

uAgent Web dialog windows.
Dial
Dial an external phone number, or call an agent.
Agents click:
• Dial a number in the interaction menu at the bottom left of the agent session screen, to make a
manual personal call as in the following figure:
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• in the session window toolbar, to call a contact.
The attribute Destination displays the following options:
Destination
The type of entity to use for dialing a call: Agent or Phone.
Agent
Dials the extension associated with the agent user name. Agents type a new user.
Number
Dials the inserted number. Agents type a new number. By default, manual calls are considered
external calls. To dial an extension, agents must prefix the number with the Direct number
prefix, which defaults to an equal sign (=). For example, agents dial =2000 to reach the extension
2000.
Address book
LDAP contacts.
Address book
Contacts
Agents
Agent list
Find
Filters the agent list by full name and name with the typed keywords.
Ready in
Filters the agents that are ready in the selected campaign, or in all campaigns.
Full name
Full name of the agent.
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Name
User name of the agent.
The work of the agents is displayed as described below:
With phone call

Displays whether the agent is handling calls.
With script
Displays whether the agent has an open script session.
Extend call
Extend the current call to another agent.
Agents click to place a call on hold while talking to another agent. The customer does not hear the
conversation between the agents.
Agents fill in one of the following fields:
Agent
Agents type a new user.
Extension
Agents type a new extension. By default, calls are extended to other extensions. To extend a
call to an external number, agents must prefix the number with the External number prefix,
which defaults to a tilde (~). For example, agents would extend a call to ~214129800 to reach
the external number 214129800.
Purpose
For some switches, agents must select the purpose of the operation Extend. The possible
purposes are: Conference, Alternate, Transfer, and Default. The purpose Alternate allows
agents to switch between the first call and the extended call.
Show address book
LDAP contacts.
Hide address book
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Contacts
Agents
Agent list
Find
Ready in
Full name
Name

With phone call
With script
Transfer call
Transfer the call to another agent.
Agents click to transfer calls to another agent, or to ACD groups that forward the call to another service.
After a transfer, agents lose the connection with the contact.
If the other agent or the supervisor is not available to answer the transferred call, the call will be lost. To
ensure that the other agent or the supervisor is available to handle the call first extend the call.
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Agent
Extension
Agents type a new extension. By default, calls are extended to other extensions. To extend a
call to an external number, agents must prefix the number with the External number prefix,
which defaults to a tilde (~). For example, agents would extend a call to ~214129800 to reach
the external number 214129800.
Show address book

LDAP contacts.
Hide address book
Contacts
Agents
Agent list
Find
Ready in
Full name
Name
With phone call

With script
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Send digits
Agents can use DTMF tones in outbound calls to interact with an IVR.
Agents click to use DTMF tones.

Agents can send digits as follows:
• Click the dialpad to send one digit.
For example, an item from a list
of options.
• Enter the sequence of digits to
send. For example, the customer
number.
Send
Sends the sequence of
digits that the agent inserts.
For example, 123.
Clear
Clears the sequence of
digits that the agent inserts.
Close window
Closes the window.
Schedule new call

Agents schedule a new call if the call is connected to someone other than the contact or the contact is
not available.
Agents click to schedule a call.
Phone
When a contact is loaded, select a phone type and the phone number is automatically filled in.
The default phone type is Custom. The agent can also directly type the phone number.
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Schedule phone rule
Opens the dialog Choose phone schedule rule with the current schedule phone rule, if the
agent is handling a call and wants to define a phone schedule rule for the current contact. The
agent can edit and change the rule.
Agent
Optional. The name of the agent to handle the call. The Server delivers the call to the named
agent when calling the contact.
Moment
The date and time to call the contact.
Time limit
Optional. The time until which the contact can be called.
OK
Schedules the call.
Connect instant messaging

Start an instant messaging session with another agent.
To start an instant messaging session, agents click:
• Start IM in the interaction menu at the bottom left of the agent session screen, to start a manual
instant messaging session as in the following figure:
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• to start an instant messaging inside a session.
Agents fill in one of the following attributes:
Agent
Enter the user name of the agent.
Campaign
Enter the campaign name.
Agents available
Shows agent list.
Agents available
Hides agent list.
Find
Ready in
Filters the agents that are ready in the selected campaign.
Name
Full name
With script
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Extend instant messaging
Extend the instant messaging session to another agent.
Agents click to open a new instant messaging to get help from another agent. The customer does not
see the conversation between the agents.
Agent
Campaign
Agents type a new campaign.
Agents available
Shows agent list.
Agents available
Hides agent list.
Find
Ready in
Name
Full name
With script
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Transfer instant messaging
Transfer the instant messaging session to another agent or to a campaign.
Agents click to send the instant messaging to another agent or to a campaign. Agents transfer an
instant messaging for another agent to handle the contact.
Before transferring an instant messaging, ensure the other agent is available to handle the instant
messaging. Otherwise, the customer is left waiting and the instant messaging is lost.
Agent
Campaign
Agents type a new campaign.
Agents available
Shows agent list.
Agents available
Hides agent list.
Find
Ready in
Name
Full name
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With script
Transfer email
Transfer the email to another agent or to a campaign.
Agents click to send the email to another agent or to a campaign. Agents transfer an email for another
agent to handle the email.
Agent
Agents type a new user. If the agent is not ready in the campaign, the Altitude uCI Server assigns
the email to the defined agent and sends the email back to the mailbox.
Campaign
Agents type a new campaign. The Altitude uCI Server delivers the email to an agent ready in
the campaign.
Agents available
Shows agent list.
Agents available
Hides agent list.
Find
Ready in
Name
Full name
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Logged
Displays whether the agent is logged in the campaign.
Select business status

For outbound interactions, agents can qualify the interaction using a business status.
uAgent Web displays the dialog when the script ends if:
• The session is from type data and outbound call,
• The agent application property Ask for business outcome is enabled in Management Portal, and
• The business status is not set by the script.
The default business outcomes are as follows:
Successful activity
The call reached the intended customer, and ended according to the business objective. The
customer will not be contacted again.
Unsuccessful activity
The call reached the intended customer, but did not end according to the business objective.
The customer will not be contacted again.
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Qualified call
The call reached the intended customer, the agent explained the objective of the call to the
customer, but the business objective has not been achieved. The customer will be contacted
again.
Non-qualified call
The call did not reach the intended customer. The customer will be contacted again.
Start supervision
Supervision operations for Alcatel-Lucent OXE supervisors.
Alcatel-Lucent OXE supervisors click to start a supervision operation. The list shows the agents that
are logged in to uAgent.
Refresh
Updates the information of the table.
Find
Type the user name or the full name of the agent. The table shows the agents with a matching
user name or full name.
Ready in
Select one campaign from the list. The table shows the agents that are ready in the selected
campaign.
With call
Displays if the agent has a phone call.
With script
Displays if the agent has a script session.
Barge-in
Start supervising the selected agent in barge-in mode. The supervisor participates in the
conversation as a conference with the agent and the other party.
Whisper-in
Start supervising the selected agent in whisper-in mode.The supervisor listens to the conversation
and talks to the agent. The other party does not hear the supervisor.
Listen-in
Start supervising the selected agent in listen-in mode. The supervisor listens to the conversation.
The agent and the other party do not listen to the supervisor.
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Permanent
Start supervising the selected agent in permanent supervision mode. The supervisor listens to
all conversations from a specific agent.
Cancel
Closes the dialog box.
Contact profile
Displays the attributes of the contact profile.
In uAgent Web, click in a session. uAgent Web opens a new session tab for the contact profile
properties.
On the top of the dialog there are the following options:
Apply
Applies changes to the contact profile. The modified fields are only saved when the data
transaction ends.
Cancel
Erases the new and changed information from all the contact profile sections.
Load
Loads the contact profile.
Unload
Unloads the contact profile.
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Directory
The directory to which the contact profile belongs to. For existing contact profiles the agent
cannot change the directory. For new contact profiles, the agent can change the directory in the
combo-box.
The contact profile displays the following sections on the left:
Personal info
Personal data of the contact profile.
Phone and fax
Phone and fax numbers of a contact profile.
Email and IM
Email and instant messaging addresses of a contact profile.
Addresses
Post addresses of the contact profile.
Job info
Professional information of a contact profile.
Comments
Additional information about the customer.
Contact profile, tab Personal info

Displays the personal attributes of the contact profile.
Name
First
First name or given name of the contact. For example, Mary.
Middle
Middle name or other names of the contact.
Last
Last name or family name of the contact. For example, Taylor.
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Title
Title of the contact. For example, Mr., Ms. or Mrs.
Suffix
Additional information about the contact, such as letters that indicate that the contact holds a
position, educational degree, accreditation, and so on. For example, PhD.
Nickname
Nickname of the contact. For example, Taylor1985.
Full name
Full name of the contact. The system automatically writes the full name based on the previous
name fields. For example, Ms. Mary Taylor.
General
Unique ID
Unique identifier of the contact profile of the contact. The unique identifier is defined according
to the contact center policies. For example, the contact center may define that the unique identifier
is the social security number of the contact.
Gender
Gender of the contact. For example, Female.
Birthday
Date of birth of the contact. For example, 05/12/1985.
Children
Number of children. For example, 0.
Preferred language
Preferred language of the contact. For example EN, stands for English.
Marital status
Marital status of the contact. For example, Single.
Spouse or partner
Name of the spouse or partner.
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Contact profile, tab Email and IM
Displays the email and instant messaging addresses of the contact profile.
Email
Emails of the contact profile. For example, Email 1 is mary.taylor@technical-op.com.
Instant messaging
Instant messaging addresses of a contact profile. For example, Instant messaging 1 is
taylor@technical-op.com.
Create new email

Opens the email editor.
Contact profile, tab Phone and fax

Displays the phone and fax numbers of the contact profile.
Phone numbers
The phone numbers of this section should be inserted according to the dial rules of the contact center.
Home
Phone number from the place where the contact profile lives. For example, 02471724.
Business
Phone number from the workplace of the contact profile. For example, 02238030.
Mobile
Mobile phone of the contact profile. For example, 02230617.
Other
Extra phone number of the contact profile.
Dial number
Opens the dialog Dial with the field Phone number already filled in.
Schedule phone rule

• Opens the dialog Select phone schedule rule with the current schedule phone rule, if the
agent is handling a call and wants to define a phone schedule rule for the current contact.
The agent can change the rule.
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• Opens a dialog displaying the rule assigned to the phone, if the agent is handling a call and
opens the Contact Browser. The agent can view but not edit the rule of each contact. For
example, for contact properties in preview in the contact browser, contact profile preview in
mailbox, and workflow tasks.
Fax numbers
Home
Fax number from the place where the contact profile lives.
Business
Fax number from the workplace of the contact profile. For example, 02238030.
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Contact profile, tab Addresses
Displays the addresses of the contact profile.
The tab Addresses has three sections:
Home address
The address from where the contact profile lives.
Business address
The address from the contact profile workplace.
Other address
An additional address from the contact profile.
Each type of address has the following fields:
Street
Street name and house or building number. For example, 5112 Mac Arthur BLVD, NW. The
street syntax depends on the country and on the contact center rules.
City
City or province. For example, Washington.
State
Name of the state. Only applicable to some countries, such as USA, Australia, Malaysia, and
Mexico. The state might be written in full or abbreviated. For example, DC for District of Columbia.
Post code
A code of digits or digits and letters, added to the postal address. For example, 20016. In the
USA is equivalent to zip code. The post code rules depend on the country.
Country
Name of the country or nation. For example, USA.
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Contact profile, tab Job info
Displays the job attributes of the contact profile.
Company
Company or employer name of the contact profile. For example, Example Software.
Title
Job title of the contact profile. For example, CEO.
Department
Name of the department where the customer works. For example, Quality Assurance.
Office
Name or location of the office where the customer works. For example, USA.
Profession
Profession or trade.
Manager
Name of the manager.
Assistant
Name of an assistant.
Industry
Industry area of the contact profile. For example, Software.
Income
Income or salary of the contact profile.
Contact profile, tab Business fields

Displays the contact profile extensions of the contact profile.
Name
Name of the business field. Supervisors define the names of the business fields, according to
the needs of the contact center. For example, in a bookstore, supervisors defined the business
field Customertype because the discounts depend on the type of card that the customer has.
Value
Value of the business field. Agents fill in the values of the business fields for each customer. For
example, the agent filled in Gold in the field Customertype because the customer is a gold
member and therefore gets a higher discount.
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Contact profile, tab Scheduled activities
Displays the outbound calls and emails scheduled for the contact profile.
(Empty)
State of the scheduled activity on the Server. The state can be one of the following:
Executing
(Empty) To be executed.
Moment
Date and time for the Altitude uCI Server to perform the scheduled activity for the contact.
Campaign
Name of the campaign that has scheduled activities for the contact. For example, BackOffice.
To be handled by
Name of the agent to handle the activity with the contact. If empty, any agent at the contact
center may handle the scheduled activity.
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Contact profile, tab Inbound emails
Displays the emails sent by the contact profile.
Moment
Date and time when the email was sent. For example, 18-05-2012 16:33:00.
From
Email address of the contact that sent the email. For example, customer@mailserver.com.
Subject
Campaign
Name of the campaign that received the email. For example, Telemarketing.
Pickup
Opens an email session with the selected email.
Details
Opens a dialog to preview the email.
Contact profile, tab Workflow tasks

Displays the workflow tasks that need to be completed for the contact profile.
(Empty)
State of the workflow task on the Server. The state can be one of the following:
(Empty) Started
(Empty) Waiting pick-up
Executing.
Moment
Date and time when the workflow task is scheduled to be handled. The field is empty when the
workflow task is not scheduled.
ID
The ID of the workflow process.
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Unique ID
The unique Id of the workflow process.
Process name
Name of the workflow process definition. For example, car-repair.
Type
The type of workflow task. For example, Agent pickup that represents an agent pickup task.
Name
Name of the workflow task. For example, pick.
Campaign
Name of the campaign that runs the workflow task. For example Reception.
To be handled by
Name of the agent assigned to the workflow task. If empty, any agent at the contact center may
handle the workflow task.
Pickup
Opens a workflow session with the selected task.
Details
Opens a dialog to preview the workflow task.
Contact profile, tab History

Displays the past interactions of the contact profile.
Moment
Date and time of the finished activity.
Direction
Displays whether the interaction was started by the customer or by the contact center.
Media
Media type of the activity, such as Telephony media, Email media, Instant messaging media,
Social media and Workflow media. The supported social media types are Facebook and
Twitter. The media can be followed by contact data.
Campaign
Name of the campaign that refers to the activity with the contact profile.
Handled by
Name of the agent that handled the activity.
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Details
Displays specific information about the selected activity.
For example, the image below displays the list of activities for a customer. There are 3 registered activities
for campaign Telemarketing:
• On 29/01/2015, the customer spoke with agent Kevin.
• On 30/01/2015, the customer spoke with agent Francis.
• On 02/02/2015, agent Kevin loads the contact profile to check the customer details.
Contact profile, tab Comments

Agents use the comments to add or update information about a contact.
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Email details
Agents select an email and click Details to view the details of the email.
Status
State of the email activity. The possible states are:
• Start
• Executing.
From
Email address of the contact that sent the email.
Sent
Date and time when the email was sent.
To
Email recipient. The address that the contact used to reach the contact center.
Subject
Topic of the email.
(Email body)
Previews the contents of the email. For example, in the email displayed in the image, the customer
complains about a pizza.
Workflow details
Agents select a workflow task and click Details to view the details of the workflow task.
Process name
Name of the workflow process definition.
Name
Name of the workflow task. For example, pick.
Moment
Date and time when the workflow task is scheduled to be handled.
Campaign
Name of the campaign that runs the workflow task. For example Reception.
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Type
The type of workflow task. For example, Agent pickup that refers to an agent pick-up task.
To be handled by
Name of the agent assigned to the workflow task. If empty, any agent at the contact center may
handle the workflow task.
Status
State of the workflow task on the Server. For example Started, Waiting pickup, or Executing.
Process completed tasks

List of workflow tasks from the same process that have already been finished.
Moment
Date and time when the workflow task was handled.
Type
The type of workflow task.
Name
Name of the workflow task.
Campaign
Name of the campaign that runs the workflow task.
Handled by
Name of the agent who handled the workflow task.
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History details
Agents select a past interaction from the history and click Details to view the details of the interaction.
Activity type
Displays whether the activity is inbound or outbound.
Media type
The type of media of the activity. For example Telephony media.
End state
The outcome of the activity. For example, Invalid Number or Handled.
Moment
Date when the activity was handled.
Duration
The duration of the call activity. For example, 0 days 0 hours 15 minutes 1 seconds.
Handled by
User name of the agent. For example, Francis.
Campaign
Name of the campaign in which the activity took place. For example, Telemarketing.
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Agent properties, tab Info
Displays the properties of the agent.
Login name
Name of the agent on the Server. For example, sup04.
Full name
Agent type
The type of agent. For example, Human.
Team
Name of the team where the agent is working. For example, Evens.
Queue
Number of queued activities
Number of calls, emails, instant messaging, and workflow tasks waiting to be handled by the
agent. The queue does not include the alerting activities.
Avg. data transaction duration
Average time that the agent spent handling each session.
Agent properties, tab Status

Displays the current state of the agent.
Logged since
Date and time of the last login. For example, 1/27/2018 5:43:04 PM.
Ready since
Date and time of the set ready operation. For example, 1/27/2018 5:43:57 PM.
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Extension
Number of the extension that the agent is using to receive calls. For example, 13.
Interactions
Displays the following categories followed by values true or false:
With phone call

The agent is handling a call.
With email
The agent is handling an email.
With instant messaging
The agent is handling an instant messaging session.
With workflow
The agent is handling a workflow task.
With data transaction
The agent is handling a script session.
In wrap-up
The agent is handling an activity before the timeout.
Agent properties, tab Connection

Displays the connection state of the agent.
Connection state
State of the connection to Altitude uCI Server.
Altitude uCI Server
Altitude uCI Server identifier. For example, 10.2.198.6:1500.
Site
Name of the site where the agent is working. For example, site training.
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Recovery system
Behavior of uAgent Web regarding the connection to Altitude uCI Server as follows:
uAgent Web is connected or trying to recover the connection to Altitude uCI Server
automatically.
uAgent Web logs out the agent.
Connection state
The state of the connection of uAgent Web to the Altitude uCI Server is one of the following:
Connected
uAgent Web is connected to Altitude uCI Server.
Connected recovering
uAgent Web connection to Altitude uCI Server has been reestablished. However, the recovery
mode is not complete because sessions with data transaction are running.
Disconnected recovering
uAgent Web is attempting to connect to Altitude uCI Server.
Configuration modes of uAgent Web

Supervisors define the configuration mode and whether the agent can change the layout in Management
Portal.
The configuration modes are the following:
• Minimal
• Classic
• Enhanced.
The following table displays the windows or components presented by default in each interface mode.
Default windows/components Minimal Classic Enhanced
Campaigns
Main toolbar
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Default windows/components Minimal Classic Enhanced
Session viewer
Messages of the day

Messages
Errors
Pop-up sessions
Embedded sessions
Session sliders
However, if agents have permissions to change the interface, agents can remove windows, add windows
and change the location. Even if the agents do not have permissions, supervisors can redefine the layout
by using the uAgent Web Personalization Toolbox.
All windows can be added to any interface mode, but the component session slider is only available for
the enhanced interface.
Classic interface
The classic interface contains a main window with the main activities and access to the campaigns area
and user menu and opens a new window for the session.
The classic interface displays the notifications area, agent global status area with access to the campaigns
area and access to the user menu for the main uAgent Web operations. For example, for setting ready
or not ready in campaigns in the campaigns area or viewing the campaign message of the day in the
notifications area.
The sessions viewer displays the activities related to the session. For example, the session below has a
script and with an Helpdesk campaign interaction. When an activity arrives at the agent workstation,
uAgent Web pops up a session window with information about the session.
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Minimal interface
The minimal interface contains a main window that displays the campaigns where the agent is assigned
to work in the campaigns area and opens a new window for the session.
The minimal interface allows the main uAgent Web operations and displays the notifications area, the
agent global status area with access to the campaigns area with the list of campaigns where agents are
assigned to work and whether agents are ready to receive activities and with the access to the user menu.
Agents use the menu commands to perform operations with the campaigns, such as setting ready or not
ready in a campaign.
When an activity arrives at agent workstations, uAgent Web pops up a session window with information
about the session.
Enhanced interface
The enhanced interface displays all information about campaigns in the campaigns area and session
activities in one single window.
The enhanced interface displays the notifications area, agent global status area with access to the
campaigns area and access to the user menu for the main uAgent Web operations. For example, for
setting ready or not ready in campaigns in the campaigns area or viewing the campaign message of the
day in the notifications area.
The session area displays the activities of the session. Agents click the buttons of the toolbar to help
handle activities.
The session slider is only available for the enhanced layout, and has three modes plus tooltips.
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User Defined interface
Agents may be able to customize the uAgent interface. Agents may dock windows, that is, nest windows
inside the main window.
To dock a window, do the following:
1. Click over the header of a pop-up window or docked window, and keep the mouse button pressed.
2. Move the window over the desired area until the configuration buttons appear.
3. Move the window over the configuration button that represents the desired location.
4. Release the mouse button over the selected configuration button.
To undock a window, do one of the following:
• Double-click the header of the window.
• Drag and drop the window without mousing over any configuration button.
Note: The message "This control has been deprecated. Please edit your layout or contact an
administrator." appears in the left area as an information for the user because the campaigns area
existed there in uAgent Web previous version but not anymore.
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Motivator interface
The motivator interface contains a main window with the main activities and access to the notifications
area, to the campaigns area, to the user menu, to uAgent motivator and opens a new window for the
session.
The motivator interface displays uAgent motivator and menu commands for the main uAgent Web
operations, such as in the campaigns area for working in individual campaigns, running the campaign
script or viewing the campaign message of the day.
The sessions viewer displays the activities related to the session. When an activity arrives at the agent
workstation, uAgent Web pops up a session window with information about the session.
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User menu
Displays the User menu for several operations of uAgent Web.
Extension
Changes or sets the number of the extension where the agent will be working. The button is
only active when the agent has no open campaigns.
Change Password
Change the agent password. See Change Password (page 13).
Agent Properties
Displays information about the work of the agent, such as for how long the agent has been
logged, the state of uAgent Web connection to the Server, and the number of interactions in the
queue.
Console Configuration
Overwrites the personal layout with the current layout.
Knowledge Base
Displays the uAgent Web Knowledge Base window.
About
Displays the version of uAgent Web.
Knowledge Hub
Displays a page where the agent can login or sign up to the Altitude University Knowledge Hub.
The Altitude University Knowledge Hub allows agents to register and take training courses to
improve their knowledge on Altitude solutions.
Logout
Logs out the agent from uAgent Web. Agents must close all open sessions before logging out.
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Personalization Toolbox
Displays the Personalization Toolbox for creating and editing the layout of uAgent Web.
Load personal layout

Loads the personal layout of the current agent logged to uAgent Web.
Load default layout

Loads the default layout of the role of the current agent logged to uAgent Web.
Load layout
Loads a specific layout. Select a saved layout from the list.
Save layout
Overwrites the personal layout with the current layout.
Save layout as new layout

Saves the current layout as a new layout.
Console settings
Enables the configuration of the layout of uAgent Web.
Leave config mode

Closes the window.
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Control toolbar
Drag the controls from the Personalization Toolbox to an empty slot in uAgent Web. The available controls
are the following:
Teams leaderboard
Displays the Teams leaderboard.
Agents leaderboard
Displays the Agents leaderboard.
Campaigns performance
Displays the Campaigns performance leaderboard.
Url loader
Allows the agent to display the contents of a specified URL.
Control container
Adds a container to display additional controls.
Session list
Displays the list of script sessions that the agent is handling.
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Menu and toolbar operations
List of the menu and toolbar operations.
uAgent Web includes the following operations, available either as menu commands or as toolbar icons.
Icon Description
Accepts a call, email, instant messaging, or workflow task. Agents accept the activity to handle the
activity.
Ends the reservation time for all media of the current session. The reservation time is the time that
agents have to handle activities. Agents end the reservation time to receive new activities.
Note: The operation is disabled if the session has an external media.
Dials a number in the current session. For example, agents click the button to call a contact regarding
an email inquiry or to ask for help handling an email.
Note: The operation is disabled if the session has an external phone media.
Hangs up the phone call. Agents hang up the call to end the conversation with the contact.
Sends DTMF tones. Agents use DTMF tones to interact with an IVR.
Places the contact on hold. Agents place the contact on hold to talk to an agent nearby.
Extends the phone call to another agent. Agents extend the phone call to get help from an agent
over the phone.
Retrieves the contact call that is on hold. Agents retrieve a call to reconnect to the contact after
placing the contact on hold or after extending a call.
Performs an assisted transfer or a blind transfer.
• For an assisted transfer, extend the call to another agent or supervisor first to ensure that the
agent or the supervisor is available to handle the call.
• For a blind transfer, transfer the call directly to another agent or the supervisor. However, the
call will be lost if the agent or the supervisor is not available to answer the call. Contacts get
tired of waiting and hang up.
Starts a conference call after agents have extended the call to another agent or the supervisor.
Agents start a conference call to talk to the contact and another agent or the supervisor at the same
time. The conference call ends when one of the agents hangs up. The other agent continues to
talk with the contact.
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Icon Description
Extends or dials a call to the supervisor. Agents dial a call to the supervisor to request help.
For Alcatel-Lucent telephony switch. Extends or dials a call to one of the supervisors configured
in CCD and RSI PGs. Agents dial a call to the supervisor to request help.
For Alcatel-Lucent telephony switch. Supervisors select a supervision operation from a list. The
button is only available for supervisors configured in CCD and RSI PGs.
For Alcatel-Lucent telephony switch. Cancels the supervisor help request from an agent. The button
is only available for supervisors configured in CCD and RSI PGs.
Starts recording the current call.

Stops recording the call.

Runs the campaign script to guide agents through the activity with the contact. Usually, the campaign
script runs automatically when agents receive an activity. If agents receive an activity without a
script, agents use this command to manually run the script.
Note: The operation is disabled if the session has an external media.
Ends the campaign script and saves all the information regarding the activity.
Note: The operation is disabled if the session has an external email media.
Discards the campaign script and does not save any information regarding the activity. Agents
discard the script in the following situations:
• After transferring a call.

• After an outbound call reaches a wrong number.
• After starting a conference call where another agent becomes responsible for the call.
Schedules a new call. Agents schedule a new call if the call was connected to someone other than
the contact or the contact is not available.
Opens the contact profile. Agents can view and update the information of the contact profile.
Opens the contact browser. Agents use the contact browser to search for a specific contact. Agents
can also load a specific contact to associate the contact to a session.
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Icon Description
Creates a new email. For example, agents may create a new email when talking to a contact on
the phone and the contact asks to send some information through email.
Transfers the email to another agent or to a campaign. Agents transfer an email for another agent
to handle the email.
Starts an instant messaging session with another agent. Agents start an instant messaging with
another agent to ask for help.
Note: The operation is disabled if the session has an external instant messaging media.
Stops an instant messaging with a contact or an agent. Agents disconnect instant messaging to
stop chatting.
Retrieves the instant messaging that has been extended. Agents retrieve an instant messaging to
close the instant messaging window with the other agent.
Opens a new instant messaging to another agent. Agents extend the instant messaging to get help
from another agent.
Sends the instant messaging to another agent. Agents transfer an instant messaging for other
agent to handle the contact.
Starts a conference instant messaging after agents have extended the instant messaging to another
agent. Agents start a conference instant messaging to chat to the contact and another agent at the
same time.The conference instant messaging ends when one of the agents disconnects the instant
messaging. The other agent continues to chat with the contact.
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Copyright
©Copyright 2019 Altitude Software, S.A.
All Rights Reserved
This document contains information related to Altitude Xperience software and all corresponding
Documentation. No part of this documentation may be reproduced, distributed, or transmitted in any form
or by any means, including copying, recording or other electronic or mechanical methods, without the
prior written permission of Altitude Software, S.A, obtainable from:
Altitude Software
Rua Frederico George, nº 37 A
Alto da Faia
1600-468 Lisboa, Portugal
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Index
% of connected outbound calls that reached handled state Average time in outbound talk state 48
47 Average time in outbound wrap-up state 48
% of connected outbound calls that reached qualified state Average time in script sessions state 48
47 Average time in talk state 48
% of connected outbound calls that reached success state Average time in waiting in queue state 49
47 Average time in waiting state 49
% of successful outbound interactions 47 Average time in wrap-up state 49
A B
About 112 Background color 62
Accept activity 72, 115 Barge-in 78, 90
Activity 19 Bcc 61, 70
Activity identifier 19 Birthday 93
Activity type 104 Body 24, 60–61
Add 37, 42, 46 Bold 62
Add attachment 61 Border 56–57, 64, 66
Add campaign 38, 42 Browse 23, 25
Add comment 27 Business 94–95
Add to Bcc 71 Business address 96
Add to Cc 71 Business fields 7
Add to To 71
Address 92
Address book 60
C
Addresses 6 Call 106
Agent 7, 28, 30–31, 33, 55, 79–80, 82, 84–88 Campaign 20, 31, 43, 73, 85–88, 98–100, 102–104
Agent Properties 112 Campaign filter 23
Agent rank 33 Campaign name 33, 39
Agent team rank 39 Campaigns 28–29
Agent type 105 Campaigns performance 114
Agents 55, 79, 81–82 Cancel 75, 91
Agents leaderboard 114 Caption 66
Alerting 72 Category 24–26
Alias 70 Cc 61, 70
Alignment 64, 66 Cell padding 66
All categories 24 Cell spacing 66
All Fields 24 Change password 13
Alternative text 64 Change Password 112
Altitude uCI Server 106 Check names 60
Anchor 63, 65 Children 93
Apply 91 City 96
Arrow 56 Clear 83
Assistant 97 Clear search 68, 70
Attachments 25, 60 Close 83
Attributes 30 Columns 66
Audio In 53 Comments 27, 92, 101
Audio Out 53 Company 97
Available sites 12 Conference 115, 117
Available teams 12 Confirm password 13
Average data transaction duration 105 Connect instant messaging 117
Average no. of agents in not ready state 47 Connected 14, 107
Average no. of agents in ready state 47 Connected recovering 107
Average no. of calls per contact before a qualified call 48 Connection is down 72
Average no. of calls per contact before a successful call 48 Connection reestablished 72
Average time in alerting state 48 Connection state 106
Average time in handling state 48 Console Configuration 112
Average time in inbound talk state 48 Console settings 113
Average time in inbound wrap-up state 48 Contact 73
119
Contact browser 116 Field name 36–37, 41–42, 45–46
Contact center 20, 35, 40 Field type 36–37, 41–42, 45–46
Contact profile 6, 28, 30, 116 Filter 10
Contact profile name 73 Filter by state 23
Contact properties 71 Filter by type 23
Contacts 55, 79, 81–82 Find 25, 63, 79, 81–82, 85–88, 90
Content 24 Find in 24
Context 35, 40, 44 Find in selected fields 24
Control container 114 First name 30, 68, 92
Conversation 67 Font 62
Conversion rate 49 Format 36–37, 41–42, 45–46
Copy 63 Forward 59
Copy to clipboard 23 From 28, 59–60, 75, 99, 102
Country 96 Full name 79, 81–82, 85–88, 93, 105
Create a new contact 69
Create new email 94, 117
Created on 75
G
Current day 35, 40, 44 Gender 68, 93
Current month 35, 40, 44 GMT moment 31
Current year 35, 40, 44 Group of campaigns 35, 40, 44
Cut 62
H
D
Handled by 100, 103–104
Data 30, 73, 106 Hang up phone call 115
Date and time 22–23 Header 33, 36–37, 39, 41–43, 45–46, 66
Decimal places 36–37, 41–42, 45–46 Headers 66
Decrease Indent 61 Height 64, 66
Definition 31–32 Hide 55, 79–80, 82, 85–88
Delete 37, 42, 46, 58 History 66
Department 97 Hold 115
Description 24, 26 Home 94–95
Destination 55, 79 Home address 96
Details 70, 99–101 Horizontal spacing 64
Dial number 94 How to load a contact 10
Dial phone call 115
Direction 100
Directory 9–10, 68, 92 I
Discard 116
Id 24–26, 75
Disconnect 117
ID 99
Disconnected 14, 72
Inbox 28
Disconnected recovering 107
Income 97
Duration 73–74, 76, 104
Increase Indent 61
Indicator 34, 39, 43
E Industry 97
Insert email template 62
E-mail address 65 Insert Horizontal Line 63
Edit 23 Insert image 63
Edit outcome 58 Insert Knowledge Base article 62
Email 6, 70, 94, 106 Insert outcome 58
Email and IM 92 Insert Special Character 63
Email body 102 Insert/Remove Bulleted list 61
Email preview 28 Insert/Remove Numbered list 61
End 116 Instant messaging 6, 76, 94, 106
End reservation 115 Instant messaging content 66
End state 104 Instant messaging tooltip information 67
Error 22 Introduction 5
Extend 115, 117 Italic 62
Extension 12, 80, 82, 106, 112
J
F
Job info 6, 92
Fax 6 Justify center 62
120
Justify general 62 No. of contact tries 51
Justify left 62 No. of contact tries with non qualified outcome 51
Justify right 62 No. of contact tries with qualified outcome 51
No. of contact tries with success outcome 51
No. of contact tries with unsuccessful outcome 51
K No. of contacts in aborted state 50
Keywords 24, 26, 68 No. of contacts in canceled state 50
Knowledge Base 112 No. of contacts in done state 50
Knowledge Hub 112 No. of contacts in non qualified state 50
No. of contacts in not scheduled state 50
No. of contacts in not touched state 50
L No. of contacts in qualified state 50
No. of contacts in scheduled state 50
Last name 30, 68, 92
No. of contacts in success state 50
Leaderboard built-in counters 47
No. of contacts in unsuccessful state 50
Leave config mode 113
No. of discarded outbound interactions 49
Link 63
No. of handled inbound interactions 49
Link type 65
No. of handled interactions 49
Listen-in 78, 90
No. of handled outbound interactions 50
Load 10, 70, 91
No. of handled outbound telephony interactions 50
Load a contact 10
No. of interactions in alerting state 51
Load contact 68, 74
No. of interactions in waiting in queue state 51
Load default layout 113
No. of interactions in waiting state 51
Load layout 113
No. of offered inbound interactions 51
Load personal layout 113
No. of qualified outbound calls per hour of work 51
Lock Ratio 64
No. of script sessions occurrences 51
Log in 11
No. of successful outbound interactions per hour of work
Logged 89
51
Logged since 105
No. of workflow tasks in workflow tasks in progress state
Login name 105
52
Logout 112
Non qualified 90
Non-qualified 9
M Not ready 13
Not Ready 17
Manager 97 Not Ready All 16
Marital status 93 Not ready reason 18
Match case 64 Not ready reason (all campaigns) 16
Match cyclic 64 Notes 30
Match whole word 64 Number 55, 74, 79
Maximum time in alerting state 49 Number of queued activities 105
Maximum time in waiting in queue state 49
Maximum time in waiting state 49
Media 100 O
Media type 104
Office 97
Message 22–23
OK 84
Message Body 65
Old password 13
Message Subject 65
On a call 14
Mic boost 53
Open campaigns 44
Microphone 54
Open quick text panel 60
Middle name 92
Other address 96
Mobile 94
Other phone number 94
Moment 7, 26–28, 31, 84, 98–100, 102, 104
Move down 37, 42, 46
Move up 37, 42, 46 P
Mute 54
MyInbox 28 Participants 19, 74, 76
Password 11
Paste 63
N Permanent 78, 91
Personal 20
Name 58–59, 65, 70, 73, 77, 80–82, 85–88, 97, 100, 102–
Personal info 6, 92
103
Phone 6, 70
New document 23
Phone and fax 92
New password 13
Phone number 7
Nickname 93
121
Pick up 27, 29 Send 83
Pickup 99–100 Send by email 23
Post code 96 Send email 60
Preferred language 93 Send message 66
Preview 69 Send tone 115
Print body 63 Sent 59, 102
Print document 23 Sent items 28
Print email 59–60 Service 44
Priority 30, 32 Service level 52
Process definition 30 Session duration 57
Process name 100, 102 Session identifier 18, 55–57
Process Unique Id 30 Session list 114
Profession 97 Session name 18, 56–57
Progress bar 57 Session state 57
Protocol 65 Session type 18, 55–56
Purpose 80 Sessions selector 20
Show 55, 79–80, 82, 85–88
Show quick text 66
Q Site 106
Qualified 9, 90 Size 62
Source 70
Speaker 54
R Spell check 60, 63
Spouse or partner 93
Rank 33, 39
Start recording 116
Ready 17
Start supervising 116
Ready All 16
Start without contact 69
Ready in 79, 81–82, 85–88, 90
Started at 73–74, 76
Ready since 105
State 25–26, 31, 74–77, 96, 98–99
Ready to receive activities 14
State duration 57
Recovered email 75
Status 15, 102–103
Recovered task 77
Stop recording 116
Recovery system 107
Street 96
Redo 63
Strikethrough 62
Refresh 28–29, 68, 90
Style 62
Refuse 78
Subject 28, 60–61, 75, 99, 102
Refuse help request 116
Subscript 62
Remove campaign 38, 42
Successful 9, 89
Remove format 63
Suffix 93
Reply 59
Summary 26, 66
Reply all 59
Superscript 62
Reschedule phone 83
Supervised agent 78
Reserved 73
Supervisor call 116
Reset Size 64
Supervisor help 75, 116
Retrieve 115, 117
Ring thru PC speakers 53
Ringer 53–54 T
Rows 66
Run script 116 Table 63
Task 30
Task definition 30
S Task details 103
Tasks 29
Save as template 60
Team 20, 39, 105
Save layout 113
Teams leaderboard 114
Save layout as new layout 113
Text color 62
Schedule call 116
Theme 35, 40, 44
Schedule phone rule 84, 94
Time frame 35, 40, 44
Scheduled for 74
Time limit 7, 84
Script 73
Timezone 74
Search 9, 23–24, 28–29, 68, 70
Title 24–26, 68, 93, 97
Search for the contact 69
Title visible 36, 41, 45
Search in 10, 68
To 28, 59–60, 70, 75, 102
Select 12
To be handled by 98, 100, 103
Select all 63
Tooltip 58
122
Total time in handling state 52 Use acoustic echo cancellation 53
Total time in inbound talk state 52 Use auto gain control 53
Total time in inbound wrap-up state 52 Use for rank 37, 42
Total time in outbound talk state 52 Use noise reduction 53
Total time in outbound wrap-up state 52 User 11, 26–27
Total time in script sessions state 52
Total time in talk state 52
Total time in wrap-up state 52
V
Transfer 115, 117 Value 58–59, 97
Type 25, 28, 32, 72, 100, 103 Vertical spacing 64
Type of activity 57 Visible rows 37, 42
U W
Underline 62 Whisper-in 78, 90
Undo 63 Width 64, 66
Unique Id 68, 93 With call 90
Unique ID 6, 32, 100 With e-mail 14
Unlink 63 With IM 14
Unload 91 With phone call 80–82
Unsuccessful 9, 89 With script 80–82, 85–86, 88, 90
Updated 25 Workflow task 106
URL 64–65 Wrap up 14
Url loader 114 Wrap-up 106
123
.
Phone:+351 21 412 98 00
Fax:+351 21 412 98 90
Email:info@altitude.com

Uagent Web

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uAgent Web

Published: 2019-02-28 - Last revised: 2016-05 - Product version: 8.5.1000

What you should know

uAgent concepts (page 6) uAgent related concepts.

Reference (page 11) Reference of the interface of uAgent Web.

How to use this manual

The agent can add the following information:

Figure 2: Activity attributes.

Contacts can be classified by agents as follows:

Figure 5: Contact browser.

Related topics: Contact profiles (page 6)

How to load a contact

1. In the Session toolbar, click .

2. In the Contact Browser, select the Directory. For example, Training.

3. Search the contact.

b) Enter the keyword to filter contacts. For example, 1002.

4. Select a contact. For example, Charles Thompson.

Windows of uAgent Web

Agent global status area

The agent is not ready in all campaigns.

Not ready reason (all campaigns)

Agent, followed by the name of the agent.

Example of a sessions viewer

Messages of the day

The Notifications tab is organized in the following tabs:

The Notifications tab area allows to perform the following operations:

Mark all as read

The Errors tab allows performing the following operations:

Example of error message

The Messages tab allows performing the following operations:

The section Category criteria has the following elements:

Draft, the default state of a document.

Draft, the default state of a document.

• in the session toolbar.

Open Workflow tasks window

• in the session toolbar.

The tab Workflow data groups information in the following tabs:

The Agents leaderboard has the following parts:

Header (41 calls)

When you select a column, a table displays the following attributes:

Header (in average of 4m56s)

Agent team rank

When supervisors select a column, a table displays the following fields:

In the context Group of campaigns, the following operations are available:

Header (on average 4m56s talking)

When supervisors select a column, a table displays the following fields:

% of "Successful" outbound interactions

% of connected outbound calls that reached "Handled" state

% of connected outbound calls that reached "Qualified" state

% of connected outbound calls that reached "Success" state

Average No. of agents in "Not Ready" state

Average No. of agents in "Ready" state

Average No. of calls per contact before a "Successful" call

Average time in "Alerting" state

Average time in "Handling" state

Average time in "Inbound Talk" state

Average time in "Inbound Wrap-up" state

Average time in "Outbound Talk" state

Average time in "Outbound Wrap-up" state

Average time in "Script sessions" state

Average time in "Talk" state

Average time in "Waiting" state

Average time in "Wrap-up" state