DCA Agent Console

Agents can Sign In and Sign Out of the DCA service (and therefore the Skillsets they are associated to) by using the DCA Agent Console located at:

https://xxxx.advancedservicesportal.com/agent

You can also access the DCA Agent Console by selecting the [Agent Login] link on the main portal login page as shown below:-

The agent console is designed to be Mobile / Tablet / Desktop friendly and can be re-sized to fit any screen. It is recommended that you use the latest version of your preferred internet browser. See pre-requisites for more information.

Signing In

When navigating to the link above, agents will be presented with the agent login screen:

The Agent ID is allocated by the platform when the agent is created. The PIN Code can be set by the administrator who created the agent. See Managing DCA Agents.

Incorrect Login Attempts

The Agent account will be disabled after 5 consecutive incorrect login attempts. To enable a disabled Agent account please see Managing DCA Agents.

Setting Ready and Not Ready

Once signed in, the agent will initially be Signed In and Not Ready, the agent console will be shown:-

The agent name is displayed along with the agent status and the duration the agent has been at the current status. The console will automatically refresh every 5 seconds. Pressing the current status () will reveal the agent menu as shown below:-

Selecting [Ready] will change the agent status to Ready and enable calls to be delivered to them.

At any point the agent can make themselves unavailable by selecting any of the non-ready status options from the agent menu. There are 5 non-ready status options an agent can choose from to make themselves unavailable for calls. Selecting any of the non-ready status options will reveal the following:-

An optional comment can be added which will be shown in the DCA Pulse Reports. Pressing the [Set Status] button will change the agent status to the selected non-ready status.

In a Call

When the agent has answered a call the agent status will change to [In a Call] and the console will show the following active call information:-

The agent status will return to ready once the call has ended and any wrap up duration for the SkillSet has expired.

Pending Status

If the agent changes their status or signs out while their status is [in a call], their status will not change until the active call has completed and the wrap up duration has expired.

The agent console will show the status as pending:-

The agent can cancel the pending status at anytime by pressing the [Cancel] button.

Changing PIN Code

Selecting the [Change PIN Code] option from the agent menu will result in the agent being asked to confirm their old PIN code and to enter and confirm a new PIN code as shown below:-

Changing Destination

If the agent has permission to change their destination number then the console will show the [Change Destination] button. Pressing the button will allow the agent to change their active destination to any of the destinations which have been added by the administrator.

Auto Sign Out Time

Auto sign out times can be setup by an Administrator. When this feature has been enabled the auto sign out time for the current day will be shown on the main console page:-

The agent will be automatically signed out at the time shown. The Administrator can also give permission to the agent to allow them to change the auto sign out time. The [Change Time] button will be shown when the agent has been granted this permission.

Change Auto Sign Out Time

The agent can enter a new time in 24 hour format then press the [Update] button to update the time.

Signing Out

Selecting [Sign Out] from the agent menu would sign the agent out of the system, when signed out the agent will no longer receive calls for the Skillset(s) they are allocated to.