Zylinc Attendant Console

In Zylinc Attendant Console, agents typically transfer most calls.

Attendant Console integrates call handling with calendar and search features. That helps you quickly find people and resources across your entire organization, based on their skills, availability, etc.

This way, you can quickly transfer inquiries to the people who are best suited to handle them.

Status

In order to receive calls your status must be Active. You can also receive calls in Standby status, but only if the call situation gets critical.

To verify your status, select Actions > Status in the Attendant Console window's top menu.

Always verify with your colleagues before you change your status away from active: If you're the last agent in active status, and you then change your status to inactive or offline, the queue may automatically close, because there's no one left to answer calls. Ask your Zylinc administrator if you're in doubt.

If you lock your computer, for example with the +L key combination, your status may automatically change to inactive. When that's the case, you must manually change you status to active after you've unlocked your computer again.

Whether or not your status changes to inactive is controlled by this setting: File > Settings > Interface > Switch > Behavior > Set agent inactive when Windows is locked.

If you use Follow Me (which forwards all your calls to a number that has been defined as your Follow Me number, for example your mobile number), your status will not change to inactive when you lock your computer.

Call reception modes

You can receive calls in two modes: Either calls are automatically assigned to you, or you can manually select the calls that you want to answer.

To change your mode, select Actions > Mode.

In some organizations, you must use a particular mode.

For step-by-step information about how to answer and handle calls, see Handle calls in Zylinc Attendant Console.

To get an overview of all agents who are online, use the Agent overview.

You can view the status and personal queue for each online agent. Information about yourself always appears first.

You can view agents' status based on colors:

Idle (that is ready to answer calls)

Busy

In wrapup

Standby

Inactive

Unreachable

You can view agents' modes based on icons:

Agent uses desktop version of Zylinc, and manually selects which inquiries to answer

Agent uses desktop version of Zylinc, and automatically gets inquiries

Agent uses mobile version of Zylinc

Agent works in Follow Me mode, where calls to the agent are forwarded to another number

You can filter the agents so that you only view relevant agents: In the top part of the Agents overview, select either ...

  • All

  • Active: Only display agents who are active or standby

  • Subscribed to my queues: Only display agents who subscribe to at least one queue that you also subscribe to

  • Subscribed to my queues - Active: Only display agents who are active or standby, and who subscribe to at least one queue that you also subscribe to

  • Inactive: Only display inactive agents

Your organization may not use all of the filters.

You can view the situation on your organization's queues in the Queues overview.

Queues can be divided into two: The ones that you receive inquiries from, and the ones that you don't receive inquiries from. When you receive inquiries from a queue, you're said to subscribe to that queue.

If you don't receive inquiries from a queue, there are two possible explanations: Either you've actively chosen not to subscribe to it (and hence not receive inquiries from that queue), or you simply can't subscribe to it.

Queue that you can't subscribe to

Queue that you don't subscribe to

Queue that you subscribe to

To subscribe to a queue in the Queues overview, place your pointer over the icon, and then select the queue so that the icon changes to .

Remember that if a queue has the symbol, you can't subscribe to it.

If you want to select multiple queues for subscription, click in the top part of the Queues overview.

If you don't see the , you don't have rights to select queues yourself.

Your Zylinc administrator may have made you permanently standby on other queues than the ones that you're able to select.

In the Queues overview you can view graphical representations of queues and the agents that subscribe to them.

The person icon next to each queue indicates whether you receive inquiries from the queue. means that you can receive inquiries, because you subscribe to the queue. means that you'll not receive inquiries, because you don't subscribe to the queue. means that you can't receive inquiries from the queue.

If you change your status to inactive, the person icons will keep their status. This way, you'll know which queues you'll receive inquiries from, when you change your status back to active or standby.

For each queue you can view ...

  • General information about the queue (such as queue type and service goal) if you place your pointer over the queue name:

  • The number of agents who subscribe to the queue.

  • The number of inquiries that wait in the queue:

    You can determine how long inquiries have waited based on colors:

    Acceptable

    Waiting time has exceeded the service goal of the queue

    To view queue waiting time, place your pointer over the waiting inquiries indicator:

  • The status of agents who subscribe to the queue. If many agents subscribe, you'll see an agent summary instead of individual agent icons. You can view agents' status based on colors:

    Idle (that is ready to answer calls)

    Busy

    In wrapup

    Standby

    Inactive

    Unreachable

    When standby agents become needed, they're displayed among the other agents on the queue, like in this example where the standby agent became needed when the only active agent went offline:

    To view information about individual agents on a queue, place your pointer to the left of the queue name, and then click the small triangle.

Some organizations use colors to identify their queues. When that's the case, you can view the queue color to the left of the queue name.

Your personal queues overview (My queues) shows how many inquiries wait specifically for you. Inquiries can end up in your personal queue if ...

  • another agent transfers an inquiry to you

  • one of your transfers fails

  • your system is set up to offer new inquiries this way

  • someone calls your agent phone

When you have inquiries that wait for you in your personal queue, you'll not receive inquiries from other queues until you've answered all of the inquiries that wait in your personal queue.

You can filter the queues so that you only view relevant queues: In the top part of the Queues overview, select either ...

  • All queues

  • All open queues

  • My queues: Only display queues that you can receive inquiries from. This can include queues that you subscribe to as well as queues that you don't subscribe to.

  • Subscribed queues: Only display queues that you subscribe to. If you're standby, this filter will display the queues that you'll receive inquiries from if the queue situation becomes critical.

Your organization may not use all of the filters.

To search for a particular queue on the Queues tab, click .

The Incoming calls overview displays all incoming calls in your queues.

If you're in automatic mode, you get calls automatically, and all you need to do is click the Answer button in the top part of the Attendant Console window to answer them.

If you're in manual mode or in automatic mode with inactive status, you select the required call in the Incoming calls overview, and then you click the Answer button.

The oldest call in is selected by default, so all you need to do to answer that call is to click Answer. You only need to manually select a call if you wish to answer a different call.

In the Waiting Time column, you can see if call waiting times live up to your organization's service goals. When a new call is queued, it'll slowly turn yellow after a while. If the call has been waiting long enough for the service goal to be in jeopardy, it'll turn orange. If it turns completely red, the service goal has been exceeded.

Individual queues may have different service goals. Ask your Zylinc administrator if you're in doubt.

If a call is displayed in bold, and all other calls are gray, the call in bold is specifically for you. You'll typically only get such calls if transfers fail, or if other agents transfer them to you specifically. If you don't answer the call, it'll may become available to everyone after a while, depending on how your system is configured.

Likewise, a call intended specifically for another agent may become available to you and other agents if the original agent doesn't answer it. When that's the case, the call will have the status Transferring (name of original agent).

In the Active calls overview, you can view information about your ongoing calls. Incoming calls appear in the top part of the overview, and outgoing calls (for example when you call someone in order to transfer a call to them) appear in the bottom part.

You can only have one incoming call and one outgoing call active at a time. This means that you can't answer new incoming calls while you have an active call.

See more in Handle calls in Zylinc Attendant Console.

To quickly find the right people in your organization, and view whether they're available, use the Time overview (see View people, resources, and availability). In many organizations, the Time overview also lists other resources, such as meeting rooms, projectors, etc. The Time overview provides all the information you need to be able to transfer calls to the right people and provide the best possible service.

If the Time overview contains many people and other resources, use Search to filter the Time overview according to your needs.

Quick reference

The Zylinc sales team has vast experience with multi-channel contact center solutions of all sizes, for all types of organizations.

They'll be happy to help you assess your needs and recommend the right implementation for you.

Contact the Zylinc sales team on info@zylinc.com, call them on +45 7023 2328, or chat with them on www.zylinc.com.