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Your CTExpress Portal!

Create an agent in Yaco

How to create an agent in Yaco?

You must enter the Yaco web interface with a user
administrator, once you have access, in the left panel click on the option "Agents", there a menu will be displayed with the agents already created, click on the option "Add New", there a new window will appear, where personal data such as name, surname, identification number, email are filled in, the chat option is activated, a username and password are entered, the time zone is selected, which corresponds to the country where the campaign is located and finally an extension is assigned, once this data is completed, the agent is activated and the changes are saved.

Call Module

Why are calls not coming in even though the agent is logged in and available and there is a call queue?

It should be displayed in the agent's Yaco interface if there are no pending typings to be performed, if so, the typing must be completed so that the call can enter the agent correctly. If all the typings have already been completed, the agent must log out and clear all the browser cache, and restart the page, once this is done, the agent must log in again and the calls must be entered again. If the failure continues, please contact Calltech support.

How did you make a report of the agents' calls?

Enter the Yaco web interface, with an administrator user or supervisor user, once you enter, go to the left panel and click on the “Call logs” option, there a table will appear with all the calls generated, in case you want to better view the report, you can export said information by clicking on the “Export” option, which will download an Excel file in which all the calls can be viewed.

How do I view calls that have come in for agents?

To view the calls that agents had during the operation, you must enter the Yaco interface with the administrator user or supervisor user, and in the left panel click on the “Agent Report” option. There you can view all the calls generated in the campaign or campaigns that are configured in Yaco. These calls can be viewed by agent, by date or by campaign, depending on what you want to view.

Calls come in, but there is an audio error, the agent's camera is not displayed.

The agent must validate in the browser options that the camera and microphone permissions are active. If they are inactive, they must enter the browser tools and allow them. The browser may request a restart, so you must exit the page and log in again. If the permissions are active, you must clean the browser's history and cache. Once this cleaning is done, restart the web application and test again. If the failure continues, please contact the Calltech support team.
Identifying Campaigns Assigned to Agents

How can the agent know which campaigns he is involved in?
assigned? 

In the agent interface you will find a drop-down button which
When you click on it, it will show you the campaigns to which the agent is assigned and
which are receiving attention

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