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Section

1 . Agent Instructions to use Agent WebStation

The Agent WebStation software provides several modules for agents and each provides a unique function. Agents access the Agent WebStation modules using a supported Internet Web browser (e.g., Microsoft Internet Explorer or Netscape Navigator). The following modules are available in the Agent WebStation:

What's in this Section?

Starting Agent WebStation

  1. Start the Internet World Wide Web browser software (e.g., Netscape Navigator or Microsoft Internet Explorer) on your PC if it is not already running.
  2. If the Agent WebStation is not already started, then start the program by doing one of the following:
    • In the web browser, start the Agent WebStation program by selecting the bookmark link (or favorite link), if one is already defined, or
    • In the web browser, type the following address: http://ServerName/ (where, ServerName is the name of the TotalView Server where the Agent WebStation software is running) and press Enter.
  3. The Agent WebStation Logon page is displayed similar to Figure 1-1 or Figure 1-2. To log on to the Agent WebStation, see Logging on to Agent WebStation, 1-5.



Figure 1-1 . Agent WebStation Logon Page - Agent ID Logon



Figure 1-2 . Agent WebStation Login Page - ACD Logon

Select Language to use in Agent WebStation

When the Agent WebStation Logon page is displayed as shown in Figure 1-1 or Figure 1-2, each language in which the Agent WebStation is available is listed on the page. For information about selecting a language on the Logon page or a language preference, see language page of "general" tab, 1-19.

Logging on to Agent WebStation

If the Agent WebStation Logon page is displayed as shown in Figure 1-1, then proceed to Agent ID Logon, 1-5 below, to logon to the Agent WebStation.

or

If the Agent WebStation Logon page includes the "acd" field as shown in Figure 1-2, then proceed to ACD Logon, 1-5 below, to logon to the Agent WebStation.

Agent ID Logon

When this Logon screen is displayed, you will enter your agent ID.

  1. If the Agent WebStation Logon page is displayed as shown in Figure 1-1, then click in the user ID field and type your agent ID.
  2. Click in the password field (or press Tab on your keyboard) and type your agent password. An asterisk "*" is displayed for each character typed.
  3. Click the logon button or press Enter on your keyboard to log on.
    • If you typed your user ID or password incorrectly, then an error message is displayed and you will have to retype your ID and password again and then click logon or press Enter to logon to the Agent WebStation.
    • If you entered your user ID and password correctly, then the Agent WebStation Home page is displayed similar to Figure 1-3.

NOTE: If no Agent WebStation features are enabled, the following message is displayed in the home page when you attempt to log on: "No Agent WebStation features are currently enabled." You will not be able to log on to the Agent WebStation until a supervisor has enabled at least one feature.

ACD Logon

  1. If the Agent WebStation Logon page includes the "acd" field as shown in Figure 1-2, then you will need to logon to an ACD and enter your logon ID associated with the selected ACD.
  2. In the acd field click the Drop List button and select an ACD from the list.

    NOTE: This list contains all ACDs defined for the system, you must choose one of the ACDs which has been assigned to you, in order for your logon to be valid.

  3. Click in the user ID field and type your logon ID for the ACD you selected (case is sensitive).
  4. Click in the password field (or press Tab on your keyboard) and type your TotalView agent password. An asterisk "*" is displayed for each character typed.
  5. Click the logon button or press Enter on your keyboard to log on.
    • If you selected an incorrect ACD, or you typed your logon ID and/or password incorrectly, then an error message is displayed and you will have to select a valid ACD, and/or retype your logon ID and password again and then click logon or press Enter to logon to the Agent WebStation.
    • If you entered the acd, user ID, and password correctly, then the Agent WebStation Home page is displayed similar to Figure 1-3.

NOTE: If no Agent WebStation features are enabled, the following message is displayed in the home page when you attempt to log on: "No Agent WebStation features are currently enabled." You will not be able to log on to the Agent WebStation until a supervisor has enabled at least one feature.

Home Page

Once you have successfully logged onto the Agent WebStation, the "home page" is displayed with the text "Hello, <your agent name>" displayed in the top right corner of the screen. Your name will appear on every screen.

The "home page" is also displayed when you click the home link from the navigation bar while any Agent WebStation page is displayed.



Figure 1-3 . Agent WebStation Home Page - all items included

Home Page Contents

On the top of the Home page the current date is shown as "Today is <date>". You may specify the data items you want shown on your home page by editing your personal Agent WebStation preferences (using the Preferences link on the toolbar, see My Preferences, 1-11). By default the schedule for the current day, the current week, and the next week are all be shown if the ScheduleViewer is enabled. The statistics for the current date are shown if the StatsViewer is enabled. These defaults are used if no preferences have been defined.

A "hide" link is available above the table in each section on this page, as shown in the example above. Clicking a "hide" link will hide the section and update your preferences so that the section is hidden the next time the home page is shown. NOTE: You may choose to show the section again by selecting it in the Preferences screen.

The navigation bar on the left side of the Home page displays links for only the features that are enabled.

"your schedule for today"

If your preferences (as described in your schedule for today, 1-21) indicate that your schedule for the current date is to be shown, then your schedule detail is displayed in the top, left corner of the home page area.

The format of the schedule detail is the same as in the ScheduleViewer daily format (see View Schedules in Daily view, 1-40) except the schedule date, start time and end time are not shown.

A "schedule change" symbol is displayed on lines for which unacknowledged changes exist.

Schedule data in the Home page is updated each period, as in the ScheduleViewer. (NOTE: The length of the update interval is specified by the supervisor in the MU preferences file.) If your schedule data is not available for the current date, then the text "no data available" is displayed in place of the schedule detail.

A link to the ScheduleViewer is available below the schedule detail. Clicking this link displays the ScheduleViewer page, using the daily format.

"your schedule for this week"

If your preferences (as described in your schedule for this week, 1-21) indicate that your schedule for the current week is to be shown then your schedule start and end times for each day of the week in which the current date falls is displayed.

Each 3-character day of the week is listed, beginning with the MU's first day of the week. The associated date is shown next to the day of the week. The schedule start and end times are displayed below the day of the week and date information.

Schedule data in the Home page is updated each period, as in the ScheduleViewer (NOTE: The update interval is specified by the supervisor in the MU preferences file.) If schedule data is not available for a date, then the text "No data available" is displayed in place of the schedule detail for that date.

A link to the ScheduleViewer is available below the schedule. Clicking this link displays the ScheduleViewer page, using the weekly format.

"your schedule for the next week"

If your preferences (as described in your schedule for next week, 1-21) indicate that your schedule for the following week is to be shown, then your schedule start and end times for each day of the week that follows the week in which the current date falls is displayed.

Other than the dates for which data are shown, this section is exactly like the "your schedule this week" section described above.

"your current statistics for today"

If this option is enabled in your preference file (as described in your current statistics for today, 1-22), then your total statistics for the current date are displayed.

Each data item that is to be displayed in the StatsViewer, according to the preferences, is listed, with the associated values displayed below. Times are formatted according to your preferences (as described in Time format, 1-24). If no data items have been selected for display in the StatsViewer, then the following text "No data items have been selected for display."

The calculations used to determine the values shown in the Home page are the same calculations used to determine agent values in the StatsViewer. MU and agent data group statistics will not be shown in the Home page.

If data are not available for the current date, then the text "No data available" is displayed in place of the contact statistics.

A link to the StatsViewer is available below the agent's statistics. Clicking this link displays the StatsViewer page, using the daily format.

Toolbar

When you have logged onto the Agent WebStation, the Toolbar, as shown in Figure 1-4 is displayed. This toolbar is available at all times, on all Agent WebStation pages, while you are logged in to the Agent WebStation. Each toolbar link is explained in the following paragraphs.



Figure 1-4 . Agent WebStation Toolbar

Logout

Click the Logout toolbar link to log out of the Agent WebStation. For more information, see Log out of Agent WebStation, 1-34.

My Preferences

Click the My Preferences toolbar link to display the Preferences page where you can set up "general", "home page", "StatsViewer", "my schedule changes" and "my trades" (schedule trades) preferences. For more information, see Agent WebStation "My Preferences", 1-17.

TotalView eTrainer

Click the TotalView eTrainer toolbar link to display the TotalView eTrainer page. This page lists the Agent WebStation eTrainer modules that you can access. For more information, see TotalView eTrainer, 1-32.

Help

Click the Help toolbar link to display the Agent WebStation help, which includes help for ScheduleViewer (including Trade Schedules and Schedule Changes), StatsViewer, Schedule Bidding and Preferences.

Navigation Bar

When you have logged onto the Agent WebStation the Home page is displayed, with the Navigation Bar shown on the left-hand side of the screen similar to Figure 1-5. The Navigation Bar is displayed, regardless of the WebStation page being displayed.



Figure 1-5 . Navigation Bar

ScheduleViewer link

Click the ScheduleViewer link in the Navigation Bar to display the ScheduleViewer with your schedule data for the current week displayed. For detailed information, see ScheduleViewer, 1-35.

Schedule Trades

Click the Schedule Trades link in the Navigation Bar to display the ScheduleViewer My Trades page with your trade information shown for all dates. For detailed information, see WebStation Schedule Trades, 1-66.

NOTE: This link will not be shown if the Schedule Trades feature is not enabled, or if your supervisor has not set up trade rules for you.

StatsViewer link

Click the StatsViewer link in the Navigation Bar to access the StatsViewer. For detailed information, see StatsViewer, 1-125.

NOTE: This link will not be shown if the WebStation StatsViewer feature is not enabled.

Time Off Manager

Click the Time Off Manger link in the Navigation Bar to access the Time Off Manager feature (Year Selection page). For detail information, see Time Off Manager, 1-159.

NOTE: This link will not be shown if the WebStation Time Off Manager feature is not enabled.

Schedule Preferences

Click the Schedule Preferences link in the Navigation Bar to access the Schedule Preferences feature. For detailed information, see Schedule Preferences, 1-199.

NOTE: This link will not be shown if the WebStation Schedule Preferences feature is not enabled, or if your supervisor has not given your MU/Agent Data Group permission for this module.

Schedule Bidding link

Click the Schedule Bidding link in the Navigation Bar to access the Schedule Bidding feature. For detailed information, see Schedule Bidding, 1-143.

NOTE: This link will not be shown if the WebStation Schedule Bidding feature is not enabled, or if the MU does not allow schedule bidding in the Agent WebStation.

Alerts

If the ScheduleViewer feature is enabled for the customer, a section labeled Alerts is shown in the Navigation Bar below the module links. Schedule change alerts, schedule change request alerts, and schedule trade request alerts are listed in this section, and the Acknowledge Alerts button is displayed, similar to Figure 1-6:



Figure 1-6 . Alerts

The following alerts can be displayed, schedule change alerts, and schedule change request alerts.

For details on acknowledging your alerts, see Acknowledging your Alerts, 1-37.

Schedule Change Alerts

The Alerts section of the Navigation bar displays a list of all changes that have been made to your schedules since the last time you acknowledged your schedule changes. The changes are listed on rows with schedule change (delta) icons and the date of the schedule that has changed. You can click on these alerts to view your schedule data for that date in the ScheduleViewer. (See View Schedules in Daily view, 1-40).

Schedule Change Request Alerts

When the Schedule Changes feature is enabled (see WebStation Schedule Changes, 1-48), agents are allowed to request changes to their schedules. If the status changes for any of your schedule change requests, one of the following alert icons will be shown in the Alerts section.

The Alert icons are used to notify you when the status of your schedule change requests have changed, as follows:

- A check mark icon is shown for pending, approved, or completed schedule change requests. See Pending schedule change requests, 1-57, and Completed schedule change requests, 1-58.

- An "x" icon is shown for denied or failed schedule change requests. See Unsuccessful schedule change requests, 1-58.

- A schedule change with pencil icon is shown for schedule change requests that have been modified by a supervisor. See Schedule change (delta) icon - modified request, 1-57.

If you place the mouse cursor over a schedule change request alert, a tool-tip text box is displayed, describing the current of status of the schedule change request. To get more information, you can click on the alerts to view your schedule change requests for that date in the "my schedule changes" tab. (See WebStation "my schedule changes" tab, 1-48 for details).

Schedule Trade Request Alerts

If the Schedule Trades feature is enabled (see WebStation Schedule Trades, 1-66), agents are allowed to post schedules for trading and indicate what kind of schedules they would accept in return. If the status changes for any of your schedule trade requests, one of the following alert icons will be shown in the Alerts section.

The Alert icons are used to notify you when the status of your schedule trade requests have changed, as follows:

- A check mark icon is shown for pending, approved, or completed schedule trade requests.

- An "x" icon is shown for denied or failed schedule trade requests.

- A check mark with star icon is shown for an open schedule trade request that has been accepted.

- A double smiley face icon is shown for an agent-specific schedule trade that has been requested.

If you place the mouse cursor over a schedule trade request alert, a tool-tip text box is displayed, describing the current of status of the schedule trade request. To get more information, you can click on the alerts to view your schedule trade requests for that date in the "my trades" tab. (See ScheduleViewer "my trades" tab, 1-96 for details).

Information

The "Information" section of the Navigation Bar includes the following items:

Current Scheduled Activity

When the ScheduleViewer screen is displayed, if your supervisor setup the ScheduleViewer to "Show current scheduled activity", then your "Current Scheduled Activity" is displayed in the "Information" section of the Navigation Bar (see Figure 1-5). The description of your current scheduled activity is shown for the current date and time, including the start and end time. After the current scheduled activity, the text "Next Scheduled Activity" is shown along with the description of your next scheduled activity, including the start and end time.

If no additional scheduled activities exist, or if you do not have a schedule for the current date, then the text "Unscheduled" is displayed with no start and end time range.

Note that if your supervisor did not setup the ScheduleViewer to "Show current scheduled activity", then the "Current Scheduled Activity" will not appear in the "Information" section of the Navigation Bar.

Released Schedules

The released schedules start and end dates show the date range for which you may view your schedules in the ScheduleViewer. If you click the start date, then your schedule data for that date is displayed. If you click the end date, then your schedule data for that day is displayed.

Schedules Last Modified

The last modified date shows the last date and time that any of your schedules were changed by a supervisor.

Page last refreshed

The last refresh time of the page that is currently displayed in the main window is also shown in the Information section. This timestamp is shown for all Agent WebStation pages, and is updated each time a page is displayed or refreshed. Note that this timestamp does not reflect the last refresh time of data shown in any pop-up windows.

Agent WebStation "My Preferences"

When you have logged in to the Agent WebStation, if the My Preferences link is available on the toolbar, you can edit your personal Agent WebStation preferences. Click the My Preferences link on the toolbar to display the Agent WebStation Preferences page. The five preference tabs which may be displayed include: "general", "home page", "StatsViewer", "my schedule changes", "my trades", and "agent schedules". The Agent WebStation Preferences page appears similar to Figure 1-7, displaying the "color scheme" page of the "general" tab by default.

"general" preferences tab

In the "general" tab, the following links are available: "color scheme", "personal information", and "language".

color scheme page of "general" tab

The "color scheme" page of the "general" tab (shown similar to Figure 1-7) is displayed by default when accessing Agent WebStation Preferences. Here, you may choose the color scheme you would like to use in the Agent WebStation. The selected color scheme applies to all pages in the Agent WebStation when you log in. The "Slate" color scheme is used by default, if you have not yet chosen a different color scheme. Each color scheme has a dark color, a medium color, and a light color.



Figure 1-7 . Agent WebStation Preferences - general tab, color scheme
Save/Cancel changes

After viewing or making changes to your color scheme preferences in this screen, you can do the following to save or cancel the changes:

personal information page of "general" tab

In the "personal information" page of the "general" tab (shown similar to Figure 1-8) you will specify how you want your name shown on the top of each Agent WebStation page. If no name is specified here, then your agent name as defined by a supervisor is used. Enter any string up to 40 characters for this optional field.



Figure 1-8 . Agent WebStation Preferences - general tab, personal information
Save/Cancel changes

After viewing or making changes to your personal information preferences in this screen, you can do the following to save or cancel the changes:

language page of "general" tab

In the "language" page of the "general" tab (shown similar to Figure 1-9) you may choose the language that is to be used in the Agent WebStation. If you choose a language in "My Preferences", that language is used the next time you log into the WebStation. The language that is chosen on the Agent WebStation Logon page is only used on the Login page. Once you have logged in, if a language preference has been saved, then your preferred language is used. If no language preference exists, then the language that was selected on the Login page is used.



Figure 1-9 . Agent WebStation Preferences - general tab, language
Save/Cancel changes

After viewing or making changes to your language preferences in the screen, you can do the following to save or cancel the changes:

"home page" preferences tab

Clicking the "home page" tab displays the home page preferences similar to Figure 1-10. Place a check mark in the boxes next to the items you would like to see on your Agent WebStation home page. All of these options are checked by default.



Figure 1-10 . Agent WebStation Preferences - home page tab
your schedule for today

Select this option if you want your home page to include your schedule detail for the current date. This option is only shown if the ScheduleViewer feature is enabled.

your schedule for this week

Select this option if you want your home page to include your schedule start and end times for the current week. This option is only shown if the ScheduleViewer feature is enabled.

your schedule for next week

Select this option if you want your home page to include your schedule start and end times for the week following the current week. This option is only shown if the ScheduleViewer feature is enabled.

your current statistics for today

Select this option if you want your home page to include your total agent statistics for the current date. These statistics will be updated each period while the home page is displayed. This option is only shown if the StatsViewer feature is enabled.

Save/Cancel changes

After viewing or making changes to your preferences in this screen, you can do the following to save or cancel changes:

"StatsViewer" preferences tab

The "StatsViewer" tab is only shown if the StatsViewer feature is enabled, and if the supervisor allows agents to enter personal StatsViewer preferences for your MU/agent data group.

Clicking the "StatsViewer" tab displays the StatsViewer preference page similar to Figure 1-11. Here, you may specify which data items you would like to see in the StatsViewer, and how the data should be displayed.



Figure 1-11 . Agent WebStation Preferences - StatsViewer tab

You can select which contact statistics data are to appear in the StatsViewer, you can select the format for time value statistics displayed, you can select the way in which your contact statistics are to be compared with the average contact statistics for the other agents in your agent data group and your MU, and you can select whether or not to show details.

NOTE: The StatsViewer will only display data for one date at a time. You may choose to see a weekly view, a monthly view, or a year-to-date view of your agent statistics, however, only the totals for the specified range are shown in this case.

Contact statistics data selection

Each item that has been selected by the supervisor in the Supervisor WebStation for display at the agent data group (or MU) level is listed here. Place a check mark in the boxes next to the data items you want to be shown in the StatsViewer. All fields are checked by default.

Data Display

You can select options for the following data display fields.

Time format

This is the format in which items will be shown in the StatsViewer. Select the format for time values displayed in StatsViewer - click the Drop List button and select one of the following time formats:

This will default to the time format that has been specified in the agent data group Preference file, or "SSSSSS" if no preference has been set.

Comparison

This is the method of comparison that will be used in the StatsViewer when you log onto the Agent WebStation. Select the comparison method to use for the contact statistics data displayed. Click the Drop List button and select one of the following ("None" is the default selection).

See MU and Agent Data Group Statistics, 1-134 for examples.

Show details

The setting in this field determines whether or not the queue (or skill) statistics sections will be shown in the StatsViewer. This field defaults to checked. If this box is unchecked, then only the Totals section will be shown. If this box is checked, then in addition to agent total statistics for the selected date range, your queue or skill statistics will be shown. That is, each queue or skill for which statistics exist for you for the selected date range will be shown in a separate section, below the Totals section. (NOTE: Typically, statistics are stored by queue, but it is possible for statistics to be stored by skill).

NOTE: This field will only be displayed on this screen if the MU or agent data group preferences indicate that details are to be shown.

Save/Cancel changes

After viewing or making changes to your preferences in the StatsViewer tab, you can do the following to save or cancel the changes:

"my schedule changes" preferences tab

The "my schedule changes" tab is only shown if the WebStation Schedule Changes feature is enabled, and if the MU to which you are logged in allows schedule changes. This tab is used to control the data displayed in the "my schedule changes" tab of the ScheduleViewer. (See WebStation "my schedule changes" tab, 1-48)

Clicking the "my schedule changes" tab displays the schedule changes preference page similar to Figure 1-13.



Figure 1-12 . Agent WebStation Preferences - my schedule changes tab

The settings on this tab will determine the types of records that are shown by default in the "my schedule changes" page of the ScheduleViewer. Your schedule change requests will be displayed if their current status matches one of the following:

Only the records whose status is currently one of those you selected by placing a check in the box next to the status will be displayed in the "my schedule changes" page. By default all check boxes will be checked.

Save/Cancel changes

After viewing or making changes to your preferences in the screen, you can do the following to save or cancel the changes:

"my trades" preferences tab

The "my trades" tab is only shown if the WebStation Schedule Trades feature is enabled, and if the MU to which you are logged in allows schedule trades.

Clicking the "my trades" tab displays the schedule trades preference page similar to Figure 1-13.



Figure 1-13 . Agent WebStation Preferences - my trades tab

The settings on this tab will determine the types of records that are shown by default in the "my trades" page of the ScheduleViewer. Your schedule trade requests will be displayed if their current status matches one of the following:

Only the records whose status is currently one of those you selected by placing a check in the box next to the status will be displayed in the "my trades" page. By default all check boxes will be checked.

Save/Cancel changes

After viewing or making changes to your trade preferences in the screen, you can do the following to save or cancel the changes:

"agent schedules" preferences tab

The "agent schedules" tab is only shown if the WebStation Schedule Trades feature is enabled, and if your MU allows you to see other agents' schedules.

Clicking the "agent schedules" tab displays the agent schedules preference page similar to Figure 1-14.



Figure 1-14 . Agent WebStation Preferences - agent schedules tab

This page allows you to choose which columns you want to see in the "agent schedules" tab of the ScheduleViewer module (see Figure 1-44). Select the check box next to each field you would like to be displayed. The columns that are selected in Figure 1-14 will be shown by default, if you do not make changes in this page. For full descriptions of each column, see Agent schedules columns, 1-117.

Save/Cancel changes

After viewing or making changes to agent schedules preferences in the screen, you can do the following to save or cancel the changes:

Select another Preference page without saving

If you have made any changes on a specific Preference page, you must save the changes before opening another Preference page. If you do not save changes, but select another tab, then the following message will be displayed.

"Changes have been made in this screen. If you do not want to save the changes, click OK. Otherwise, click cancel and then click save."

Click OK to discard the changes, close the message box, and continue opening the other preference page. Click cancel to close the message box and return to the page in which the changes had been made. At this point, click save if you wish to save the changes in the current preference page.

TotalView eTrainer

Click the TotalView eTrainer link to display the TotalView eTrainer page, similar to Figure 1-15.This link is available in the toolbar at the top of each page, at all times, while you are logged in to Agent WebStation. All training modules which you have access to are listed on this page.



Figure 1-15 . eTrainer page (Page 1 of 2)



Figure 1-15. eTrainer page (Page 2 of 2)

NOTE: You may not have access to all of the training modules shown in Figure 1-15 if your supervisor has not given you permission for all of these modules.

Selecting a Training Module

Click an eTrainer module name link to display the eTrainer topic you want to access. Note that there are descriptions of each module underneath the module names. Once you click an eTrainer module link, the corresponding module displays in a separate window. Follow the instructions in the eTrainer module to complete training for the topic you selected.

NOTE: If you select an eTrainer module, then leave the window open and select another eTrainer module, this new module may not be visible when you select it. This is because the same eTrainer window is used to display subsequent eTrainer modules, and this window may be "hidden' behind the Agent WebStation application.

Log out of Agent WebStation

The Logout link is available in the top, left corner of each page. This link is enabled at all times, on all pages, while you are logged in to the Agent WebStation. Click this link to log out of the Agent WebStation and display the Login page.

To re-enter the Agent WebStation screen, you will have to log in again, see Logging on to Agent WebStation, 1-5.


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