After logging in to the system, the Agent icon from the menu on the welcome screen.

Test by selecting the audio input (microphone) and output (speaker/headphone) device from the settings section that appears after logging into the Agent screens. If the microphone is working properly, click on the microphone icon and observe the animated sound animation. Click the "Test Audio" button for the headset and you will hear a beep sound. Echo cancellation can be either enabled or disabled by toggle switch. Finally, adjust the volume and then save.

As it can be seen from the image, click on the drop-down menu to be able to select status after sound settings. Then, select the status from the corresponding drop-down menu.

There are also custom status that be can be selected as it can be seen in the following image.

Note: Make sure your status is "Ready" so that you can answer the incoming call.

Note: If your status is "Not Ready", you will not be logged in to the Agent screens.

You can view the detailed information of incoming and outgoing calls from the "Active Call" tab.

Click on "My Messages" tab to see the messages we send to or receive from other users.

To be able to send message, click the "Send Message". After you select the users and then one of the pre-defined titles from drop-down menu in the respective field, write down the message content and click the "Send Message" button.

Click on the "Team" tab to display the users in the team. All teams you are in are listed on this screen. By selecting the team you want, you can see which users are in that team and you can also filter the online users of that team.

Click the "Performance" tab to access our performance data. You can access data related to your own performance in the relevant area. Besides, it can filtered based on a specific timeline such as Today, Yesterday, This Week etc.

Click the "Add/Remove" button to add and edit performance data. Then, click save.

Status Durations can be displayed by clicking "Status Durations" falling under Performance Section.

Click on the "Previous Calls" tab to view the calls you have made over the system. As the title implies, missing finish codes can be displayed by clicking "Missing Finish Codes".

You can access the queue data by clicking the queues link.

Click on the "Evaluations" tab to see your call evaluations.

By clicking "play" icon, the call record can be listened.

By pressing the respective buttons, you can play, rewind, forward the call record as well as adjust the listening speed and volume.

By clicking the objection button, you can object to the evaluation of your call. When you write your objection reason and click the submit button, your objection will be sent to the respective Quality Evaluation Specialist.

You can access our integrated IVR applications screens by clicking the "IVR Applications" tab. This screen is mostly used to get paid on call. The relevant IVR application must be defined in the system settings.

You can access your profile details by clicking the icon where the initials of your name are displayed at the bottom left of the page. You can renew your personal information and password by clicking the My Profile section in this menu. You can also access the Microphone and Headphone settings from this section. As the image implies, Messages, Team, Queues and Help Center are other sections that can be reached in this regard.

Last but not least, to switch to dark mode, click the night mode icon in theme.

In order to make a call, type the number you want to call in the search box. Select the queue you want to search from from the Queue selection drop-down menu. Start the call by clicking the call button.

By clicking Contacts, you can also call the saved ones.

When a new call comes in, it appears as a pop-up on the screen. In this pop-up window that opens, you can either reject the incoming call or accept. On this screen, you can also see which number and queue the call came from. Campaign information is also displayed on this screen in campaign calls.

Note: In order to receive and make a call, your status must be "Ready".

To make the call from the second line, select the second line from the left menu as it is indicated. You can make a call from Line 2 where the number that will be called needs to be typed.

You can put the call on hold by clicking the hold button. To get the call back on the line, click the relevant button again.

Click the transfer button to transfer the active call.

You can transfer via Consult option that you will be transferring by talking. Blind transfer, on the other hand, allows you to transfer to number directly without need of talking.

You can transfer the active call to the desired queue by clicking Queues.

You can transfer the active call to the agents by choosing either Consult or Blind Transfer in this regard.

You can transfer the active call to the contacts registered in the phone book by again choosing one of the aforementioned transfer options.

You can transfer the active call to any IVR desired.

You can mute your voice by clicking the microphone button during the call.

Click the conference button to be able to make conference; while there are calls on both lines. You can view the call from the screen where the lines you have taken into the conference are located.

Click on the "Chat" tab from the sidebar to log in to our chat module.

The incoming chat can be either rejected or accepted.

In the active chat tab which will show up directly when the incoming chat is accepted and opened, apart from having a conversation with the customer, you can access the details of the selected chat in "Chat Info", check chat past in "Chat History", for your convenience you can also send template messages.

You can customize the chat menu with the pin method.

You can avail of speech to text and live translete as it can be seen in the following image.

To transfer the chat, click on the transfer button which is located on the upper right side next to end chat button and select the transfer method. You can transfer to either queue or user.

You can access the previous terminated chats, after pressing "Chat" icon at left sidebar and then selecting "Previous Chats" tab.

You can access the chat history after clicking the respective icon in "History". Tag can be added as well by clicking the icon in "Tags".

You can view the team we have defined and formed by clicking "Team" tab.

The chat queues are displayed by clicking "Queues" tab.

Chat performance and status durations are displayed under "Chat Performance" tab. By choosing the respective timeline, more defined results can be seen.

Besides, by clicking "Add/Remove" icon, the data you want to add or remove are selected after clicking save to finalize your choice.

As it is stated above, status durations can be also displayed.

Evaluated chats can be displayed after clicking "Chat Evaluations" tab.

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You can access the messages you send and receive through the system by clicking "My Messages" tab. You can send messages to users.

To be able to send message, click the "Send Message". Select one of the pre-defined titles from drop-down menu in the respective field. Then write down the message content and click the "Send Message" button.