This section focuses on testing the agent's experience of contact center skill groups as outlined in the testing section of your provided workbook (with purchase of Professional Services for a Contact Center Install).
Agent Experience Testing
Below is a brief description of each testing item included in the test sheet of the workbook
Note: It is imperative this is tested from all agent PC's and environments. Results may differ if when different VPNs, networks, and firewalls are in use.
All agents can sign into Contact Center Agent Client (CCAC) from their PC’s
Navigate to http://<ipaddress of server>:9080/ccagent (documented in the testing workbook) in either Chrome or Firefox. This does not work in Internet Explorer.
User: Agent (extension)
Password: Extension number by default. (305, in this example)
Troubleshooting:
If the agent does not see the login screen
- Doublecheck the IP address used in the URL. It should be the Chronicall/ACR server
- Verify the agent can ping the IP address used. Work with your network admin if needed.
Also, verify they can telnet the IP address via port 9080
All agents can activate the voice channel
Media channels are visible and toggled in the agent's media pane on the left of the Contact Center Agent Client. Available media types based on licensing purchased are Voice and Chat. If the channel is gray, the agent should be able to select the channel and activate it (turns red or blue).
Requirements include:
- Logged into their phone
- Not on DND (either MM-DND or Do Not Disturb via the PBX)
- To disable MM-DND, slide the "ready" slider in CCAC to the right
Troubleshooting:
If the agent does not see the channel button(s), they are likely unable to reach the Contact Center server.
Work with your network admin to verify the agent is able to telnet the Contact Center server (not the Chronicall/ACR server) via port 9095.
Agents are assigned to the correct skill groups
The agent's skill group assignments were programmed to match what was requested in the workbook. Please verify you are seeing the correct skill groups for which the agent should engage.
Note: If the agent’s channel(s) is gray, the channel is not fully active and the agent will not be accepting new media. You can mouse-over the red channel button to see why they are not enabled. Reasons include “on a call, on DND, etc”
Verify After Call work is working and set as desired
When an agent concludes a skill group call, they will (by default) be placed into an After Call Work state. This is a buffer of time the agent will not be presented a new call from a skill group. The agent may end the timer early or let the timer elapse to become eligible again.
Note: Direct and Internal calls can still reach the agent during this time
To test, simply answer a skill group call as an agent and monitor the Contact Center Agent Client when the call ends and verify you see the following in the left pane.
Training articles:
Verify Missed Call Work is working and set as desired
When an agent misses a skill group call, they will (by default) be placed into a Missed Call Wrapup state. This is a buffer of time the agent will not be presented a new call from a skill group. The agent may end the timer once they return to their desk or let the timer elapse to become eligible again.
A second option is for the agent to be removed from the skill groups and notified with an alert allowing them to log back in when ready.
Note: Direct and Internal calls can still reach the agent during this time
To test, simply present a skill group call to the agent and purposely miss it (about 15 seconds by default). Monitor the agent's Contact Center Agent Client for the results
Training articles: