�️ Script: uContact Employee Guide

1. Introduction

Welcome to the uContact Agent Guide — your essential training resource for navigating the uContact system at Iristel.

uContact is “The Ultimate Cloud & Omnichannel Solution for Contact Centers,” designed to simplify your workday by streamlining communications across voice, email, chat, and more — all from a single platform.

In this session, we'll guide you step-by-step through features, benefits, and how to get started as a call center agent using uContact.

2. Features & Benefits

Let’s begin with the core benefits of using uContact:

• Voice Solution – Manage inbound, outbound, or blended calls with ACD, IVR, and auto-dialers.
• Omnichannel Messaging – Access all digital interactions in one unified space.
• Customization – Make your workspace your own with profile avatars and themes.
• Analytics – Stay on top of performance with dashboards, reports, and alerts.
• Efficiency – All of this leads to improved productivity and a better agent experience.

3. Objectives of This Training

This guide aims to help you:

• Understand setup, tools, and interface.
• Use the Softphone to handle calls directly in uContact.
• Manage the Unified Inbox for all message types.
• Gain hands-on experience to build confidence in using the platform.

4. Logging In to the Call Centre Agent Portal

To get started:

1. Visit: https://iristel.ucontactcloud.com
2. Use Chrome or Firefox.
3. On first login, allow microphone and camera access.
4. Select your language and role (Agent or Supervisor).
5. Enter credentials sent to you by email.

5. Dashboard Overview

Once logged in, you’ll see the Agent Portal Dashboard. It’s divided into 4 key areas:

• Agent Profile (top right)
• Telephone panel (right side)
• Unified Inbox (center right)
• Other Functions (far left)

Let’s break these down.

🧑‍💼 Section 1: Agent Profile

1.1 Inbound Campaign Status

Access all campaigns you’re assigned to. See:

• Service levels
• Hold times
• Agents online
• Wrap-up status

All info is visible when you hover over campaign titles.

1.2 Profile Photo

Personalize your workspace!

• Upload a photo or create an avatar.
• Your picture shows during calls and in directories.

1.3 Background & Break Background

Customize your normal and break-time backgrounds with solid colors or textures to distinguish your status visually.

1.4 Profile Overview

View real-time stats:

• Login time
• Call duration
• Interaction volume
• Productivity by the hour
• Adherence to your schedule

1.5 to 1.12 Quick Settings

• Change Password securely
• Set Sound Alerts for incoming calls or messages
• Keyboard Shortcuts for quick access
• Documents: Watch training videos and tutorials
• Connectivity Checks (general & STUN)
• Log out at the end of your shift
• Agent Status/Timer: Monitor your break and online status

☎️ Section 2: Telephone Module

2.1 Accessing the Softphone

Use arrows on the right to reveal or hide the phone keypad. Pin it if needed.

2.2 Contacts

View all contacts and campaigns:

• Mute campaigns
• Start chats
• See who’s online
• Add to favorites

2.4 History

View your call history by:

• Number
• Time
• Direction
• Duration
• Color-coded (green = answered, red = missed)

2.5 Phone

Use to:

• Make/receive calls
• Select campaigns
• Use features like hold, mute, transfer, conference, and video calls.

Transfer types:

• Attended (introduce call)
• Blind (no intro)
• External Numbers

2.6 Favorites

Access your favorite contacts instantly.

• Park a call to make another
• Resume calls easily

2.7 Telephone Directory

Your phonebook!

• Add/search contacts
• Call or transfer directly
• See notifications for new calls
• Accept or reject incoming calls
• Enter Wrap-Up mode after calls to complete notes.

📬 Section 3: Unified Inbox

The Unified Inbox centralizes interactions across:

• Email
• SMS
• WhatsApp
• Web Chat

Each message shows:

• Sender info
• Message type
• Time/date
• Campaign info

3.2 Handling Interactions

Steps to manage messages:

1. Read and assess
2. Listen and show empathy
3. Clarify and confirm
4. Propose a solution
5. Resolve and document
6. Close the interaction
   “Thank you for calling Iristel/Ice Wireless. Have a nice day!”

3.3 Types of Interactions

• SMS/WhatsApp
• Web Chat
• Broadcasts (to all agents)
• Group Chats

To start a new interaction:

• Click the pencil icon
• Choose SMS/WhatsApp or Email
• Fill in recipient info
• Use canned responses or templates
• Hit send

🛠️ Section 4: Other Functionalities

4.1 Break Management

Press the Teacup icon to choose:

• Lunch
• Bathroom
• Personal
• Training
• Meeting

Customize your break background. While on break, screen pauses and background changes. Resume using the Play icon.

4.2 Disposition Dashboard

After each call:

• Select the right disposition (Level 1, 2, or 3)
• Add comments to describe the interaction

Use the dashboard to track all dispositions and view summaries over time.

4.3 Forms

When calls are received, a form may automatically pop up. Fill out relevant client information or scripts as required.

4.4 Exit / Log Out

You can log out in two ways:

1. Bottom left icon – full system logout
2. Top right (Profile menu) – quick log out

Always log out to avoid receiving calls outside of your shift.

✅ Closing

Congratulations! You’re now equipped with a solid understanding of the uContact Agent system.

From voice calls to omnichannel messaging, from real-time analytics to personalized dashboards — uContact is your all-in-one solution to deliver excellent customer service.

Let’s get started!

‍