Call Navigation
Answering an inbound voice call
Inbound calls are distributed to you based on your Routing Profile which has been defined by your Supervisor.
Calls are queued in the order they are received, and you will be offered the next call in the queue as soon as your status is set to “Available”.
When a new call arrives, SmartAgent:
- Changes your status to Inbound Call
- Displays the caller’s number & call information in the header
There are two call answering options, and your supervisor will have chosen which option applies to you:
- Manual-answer: You will need to click the green button to answer a call.
- Auto-answer: This means a contact will be accepted automatically.
When a call is answered, SmartAgent:
- Changes your status to In Call
- Starts & displays the Call Timer
- Displays the in-call controls
Understanding tags & whispers
Tags are pieces of onscreen information that SmartAgent has identified as part of the inbound call management process.
Whispers can be an audio prompt to the customer or the agent taking the call 
Tags & whispers are used for a variety of reasons and have been agreed with your system administrators. These can include:
- The queue that the call has arrived into
- The reason for the call / option selected by the caller
- A call that relates to a particular department or brand in your company
- Other relevant information that has been identified
The tags and whispers are designed to give you more detailed information about a call type, or the caller.
Holding, Resuming & Muting a call
You may need to place a call on hold for a short period of time. If you place a caller on hold they will hear music/messaging for the duration of the hold period.
These buttons will appear against the caller, and will be repeated if you transfer and speak to another department.
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To place a call on hold, click the on the Pause button
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To resume the call again, click on the Play button
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To mute the call, click on the Mute icon
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To unmute the call, click the Mute button again