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LeadDesk Agent Manual

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Table of contents

1. CALL ............................................................................................................................................................... 3

1.1 Automatic ................................................................................................................................................ 3

1.2 Semi-automatic ....................................................................................................................................... 4

1.3 Contact list ............................................................................................................................................... 5

1.4 Orders and callbacks ................................................................................................................................ 6

1.5 Interviews ................................................................................................................................................ 8

1.6 Manual calling.......................................................................................................................................... 9

1.7 Saved callbacks ........................................................................................................................................ 9

2. HISTORY ....................................................................................................................................................... 11

3. ORDERS ....................................................................................................................................................... 12

4. AWAY........................................................................................................................................................... 13

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1. CALL

Call page is a basic view that opens up first when the agent logs in to LeadDesk. On this page the agent can

see the campaign where he/she is attached and also the customer’s information. Agent can also check and

make callbacks and call manual calls.

1.1 Automatic

The name of this page depends on the call type that the admin has determined for the current campaign

that the agent is calling (Automatic / Semi-automatic).

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FEATURES

1. Start automatic calling. LeadDesk starts automatic calling from the contact list when the agent

clicks “Start automatic calling” –button.

2. Disconnect and call to the next contact. When the agent clicks “Next contact” –button the

software disconnects the current call, chooses a new contact and calls that contact automatically.

This function disconnects the current call and moves forward on the contact list, but keeps the

previous contact on the list.

3. Disconnect, call to the next contact and remove previous contact from the contact list. When the

agent clicks “Next contact and remove” –button the software hangs up the call, chooses a new

contact and deletes the previous contact from the contact list. Use this feature only when the

number you are calling is invalid.

4. Stop automatic calling. When the agent clicks the “Stop automatic calling” –button the software

stops the automatic calling function.

1.2 Semi-automatic

FEATURES

1. Start calling with the semi-automatic calling mode. When calling with the semi-automatic calling

mode the customer’s information (at least a phone number) shows up on the screen but the

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software does not start to call automatically. You can decide yourself when to start. This happens

by clicking the “Call” –button.

2. Hang up but keep the same customer. Agent can end the call and keep the current customer’s

information on the screen by clicking the “Keep same” –button.

3. Hang up and call to the next contact. By clicking the “Next contact” –button the software chooses

the next contact from the list. The calling occurs in semi-automatic mode. This function hangs up

the current call and moves forward on the contact list, but keeps the previous contact on the list.

4. Hang up, call to the next contact and remove previous contact from the contact list. When the

agent clicks “Next contact and remove” –button the software hangs up the call, chooses a new

contact and deletes the previous contact from the contact list. Use this feature only when the

number you are calling is invalid.

5. Previous calls to the current contact. This line shows the information of previous calls made to the

current contact.

1.3 Contact list

In this page you can examine the contents of the contact lists attached to the current campaign.

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FEATURES

1. Show deleted. Default setting is that only the remaining contacts are shown but by ticking this box

the deleted contacts are also shown on the list.

2. Search. You can search contacts by typing the name of a contact or part of it into the free text field.

3. Call. By clicking the green button with customer’s number on it you can call directly to the contact.

4. Other info. Default setting is that only fields ”Other info 1, 2, 3” are shown but if you hover the

mouse cursor on top of the line you can also see the other typed info for the contact.

5. Delete contact. By clicking the “red cross” –button you delete the contact permanently from the

system.

1.4 Orders and callbacks

When the contact answers the phone the order window shows up automatically. The fields automatically

show the customer’s information but you can also edit or add to the information manually, during or after

the call.

1. Contact. In these fields you can see customer’s basic info automatically but you can also add more

info manually.

2. More. By clicking “More” –button you see more info about the customer.

3. Make another call. If you reach a company switch or a wrong person you can manually type a new

number to the “Phone number ” –field and then click “Call” –button to call to that number.

4. Disconnect. Disconnects the call but the order window stays open.

5. Forward. By clicking the arrow next to the “Forward” –button you can transfer the current call to

another agent.

6. DTMF. Opens up a number pad for numeric choices (for example: “If you want to talk to customer

service press 1”)

7. Record. You can record the call for example when making a deal.

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8. Close. By clicking the arrow next to the “Close” –button you can choose the call ending reason. NB!

Do not click the “Close” –button until you are completely ready with your call /order. After that

the software saves all the information made, closes the order window and returns to the call

view.

9. Products. On this page you can see a list of all the products attached to the current campaign.

When you choose one of the products, on the right side appears additional selections for that

product. Click “Add to order” –button to add the product to the order.

10. Order. This works like a shopping cart in the internet shops where you can collect products. You

can increase and reduce the amount of one product in the order by using “+” and “-” –buttons.

When all the required products are added to the order you can click the “Send” –button which

saves the order. After this, at the bottom of the screen, the “Cancel order” and “Make a new order”

buttons appear, as well as the time of the order. If more than one order is made for one customer

you can examine and edit orders by selecting them from the dropdown menu.

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11. Callback

- When to make? Create a callback only when a customer announces a different time for desired

contact or requests the agent to call to another number.

- Public or Private callback? Mark the callback primarily to yourself (private). Private callbacks are

only visible to the agent who has made it. Public callback is visible to all agents in the current

campaign.

- New number. If a customer wishes the next call to be made to another number you can insert the

new number into this field.

- Desired callback time. Choose the agreed date by clicking the calendar and choose the agreed

time by choosing it from the dropdown menu.

- Callback comment. Write comments and notes regarding the callback in this field.

- Save / Clear. Save all the added information about the callback by clicking the “Save” –button or

clear all by clicking the “Clear” –button.

12. Delivery Address. If the ordered products are to be delivered to an address different to that of the

customer, you can write the different delivery address in these fields.

1.5 Interviews

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Interview window. Shows up automatically when a customer answers the call.

Making and saving an interview. You can complete the questionnaire during the call and click

the “Continue” –button after each page is completed. The interview can be saved from the last

page of the interview.

Interrupted interview. If the interview is interrupted you can continue it afterwards (NB! This

must be approved from the control panel by the admin).

1.6 Manual calling

FEATURES

1. Make a manual call. Type the desired number to the free text field and click “Call” –button.

2. Disconnect the call. Disconnect the call by clicking “Hang up” –button

1.7 Saved callbacks

This page shows all the callbacks that are either private to the agent or public ones which show to all agents

attached to current campaign. On this page you can edit, transfer, call and delete callbacks.

The number beside “Callback” –page title shows the number of untouched callbacks.

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FEATURES

1. Search. One can search callbacks from the list by typing the name of a callback or part of it in this

field.

2. Make a callback. By clicking the green “handset” –button you can make the callback. NB! If the

callback has been made in a different campaign than where the agent is currently attached the

software will ask permission to transfer the agent to another agent group. Agent can allow it

because he/she is transferred back to the original group after calling the callback.

3. Making a private callback public. By clicking the blue arrow the private callback is made public.

4. Transfer a callback to another agent. By clicking the light blue double arrow you open a list of

other agents from which you can choose to whom you want to transfer the callback in question.

5. Edit callback. To edit callback information click “paper-pen” –button at the end of the line.

6. Delete callback. To delete the callback permanently click the “red cross” –button at the end of the

line.

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2. HISTORY

This page shows the agent’s calling history: When the call has been made, to whom the agent spoke, in

which campaign the call was made, duration of the call etc. The agent can also listen to the recordings of

past calls.

FEATURES

1. Sort the view. You can sort the view for example by campaign, agent group, call ending reason and

time interval. When you are ready with your selections just click the “Use” –button.

2. Change the call ending reason. If the call ending reason is incorrect, by clicking the call ending

reason (shown as link) in “Status” –column you get to change it.

3. Listen to the call. By clicking “Link” –button in “Recording” –column you can listen to the recording

of the call.

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3. ORDERS

This page shows the agent’s order history. Here one can also create new orders without calling, listen to

the recordings, edit and delete orders.

FEATURES

1. Listen to the recording. By clicking the “Complete call” –button you can listen to the recording of

the call in question.

2. View / Edit. By clicking the “View / Edit” –button you can edit the order in question.

3. Delete. By clicking the “Delete” –button you delete the order from the system permanently. Use

this only when you are absolutely sure you have made a false or accidental order.

4. Create. By clicking the “Create an order W/O calling” –button you can make a new order without

calling.

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4. AWAY

On this page you can choose a status for yourself if you must stop the active calling or you have to leave

your work station. The available selections in dropdown menu are determined by the admin. The selection

goes automatically to the status “Passive” when you are not calling and to the status “Active calling” when

you start the calling again.