Contact Hub

Contact Hub

Contact Hub allows an agent to handle both inbound and outbound (dialer) calls from a single page.

Contact Hub works for Inbound agents, Outbound agents and Blended agents.

To use the Contact Hub click the 'Start' button and select the Allocation that you are going to work on.

Outbound Calls

As soon as an Allocation is selected the Contact Hub will start dialing (unless the allocation is in Preview Mode). As soon as the first call connects the Lead details will be popped ready for you to start a conversation and perform any necessary data entry.

Inbound Calls

As soon as an Allocation is selected the Contact Hub will connect you to each queue as dictated by your current Team.

If there are calls waiting in any of the queues the Contact Hub may immediately pop the first call. With inbound calls there may not be an exact match to any lead within the system. In this case a search bar will be displayed allowing you to search for the customers lead.

If no lead exists for the customer you will need to click the 'New' button to create a new lead for the customer. The next time the customer calls this new lead will be automatically popped.

Blended

If you are operating in Blended mode (making both outbound dialer calls and taking inbound calls) then the Contact Hub will immediately start dialing leads from the selelcted Allocation. At the end of each call the Contact Hub will check each queue that you are a Member of (according to your current Team settings). If any calls are waiting the Contact Hub will pause the dialer and pop the lead details of the Inbound Call as described above for Inbound Calls.