Call Centre Agent Guide

This Guide will demonstrate on how to use Call Centre features through the NVG Portal and Web Phone.
Please make sure your Microphone is turned on and verified as functioning.
It will ask to allow Microphone in your Web Browser.
Recommended Wen Browsers: Google Chrome, Firefox, Microsoft Edge, Brave, Vivaldi and Safari.
It will work on many other Browsers, but if any support is needed, please replicate it via Google Chrome first.

We encourage to check these Guides beforehand:

Portal - Home View

Web Phone Guide

The Call Centre Agent Portal allows you to login and logoff from your assigned Queues as well as change status for breaks.

Queue Status

Offline
Online
Online: Single-Call
Offline: Lunch
Offline: Break
Offline: Meeting
Offline: Other
Offline: Web

Offline Status

When you login to the portal your Status will be Offline.
You can see this within the Portal or, within the Web Phone.

To logoff for the day, simply Select: Go Offline.
You may also simply click the Offline button through the Web Phone.

Portal

Web Phone

Going Online

To set the Online Status you can simply click the drop-down menu of the Offline bar in Red and Select: Go Online.

You can change the Status via Web Phone drop-down menu and Select: Go Online.

In some circumstances you want to access a single Queue or quickly set you as available. You may do this by logging into specific Queue in the Main pane of the Portal or via the Web Phone My Queues.

Agent Call Status

Portal

Web Phone