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Voice Controls

  • On Call Controls

    You can mute, hold, or end a conversation using the on-call controls that appear above the notes window.

    1. To mute a call, click the microphone icon with a dash going through it. To unmute the call, click the button again.
    2. To put a call on hold, click the pause button. To take the call off hold, click the button again.
    3. To end a call, click the red phone facing down icon.Screen_Shot_2021-12-20_at_1.56.10_PM.png

     

  • After Conversation Work and Dispositions
    1. After ending a call with a customer, a wrap-up panel will appear in which you can detail information regarding the conversation.Screen_Shot_2022-01-18_at_10.24.49_AM.png
    2. Here you can note the conversation disposition, such as “issue resolved” or “callback requested,” you can also fill in any additional wrap-up notes detailing the conversation.  
    3. Once finished, click End Wrap-up, and the information will be synced back to the help desk.