Welcome to the UCX Agent and Attendant Console KB

Imagicle UCX Console is the perfect companion application for handling inbound calls to different set of users within your Company:

Switchboard Operators

This is the Imagicle UCX Attendant Console, available in two profiles:

UCX Attendant Console Enterprise
UCX Attendant Console Professional

Switchboard operators need to quickly answer to whole Company's inbound calls, reading caller ID data before answering and, once call is answered, check the availability of the target employee based on telephony presence, rich presence and calendar information; all of them easily readable and searchable from the UCX Attendant Console "Colleagues" panel. Operators can transfer calls to target employees in three different ways:

Consultative transfer: where the operator calls the target destination and inform the employee about calling contact and call reason. If the target employee accepts to talk with contact, the transfer is accomplished.
Blind transfer: where the operator simply transfer the call to target employee, without caring about eventual outcome of the transfer.
Camp-on transfer: this is the recommended method for call transferring, where the call is placed in a special Imagicle-based park area, waiting for target employee to answer the call, even when busy. If the employee does not answer the call within a configurable timeout, the call comes back to the operator for further action.

All above contacts search and call handling actions are available through configurable keyboard shortcuts called "hotkeys". Each operator can configure these hotkeys in the way she/he wants. Operators' profiles are saved in Imagicle UCX Suite server, available for the next login, even from a different workstation.

Contact Center Agents

This is the Imagicle UCX Agent Console for Contact Center usage, available in three profiles:

UCX Agent Console Advanced 1
UCX Agent Console Advanced 2
UCX Agent Console Advanced 3

Agents are part of one or multiple answering groups, handle by Imagicle Advanced Queuing, where they need to quickly answers to inbound queries coming from the phone system and from chat channels (Advanced 2 and 3 only).

Through the Imagicle UCX Agent Console, other than having the option to selectively login and logout to one or multiple queues, they can access to queue panels to monitor the amount of waiting calls and, at the same time, observe how many agents are active in the same queues.

Depending on configured call distribution algorithm, agents are engaged in different ways:

Automatically, following a predefined order and escalation levels
Automatically, based on a "longest idle" algorithm, which load-balance the inbound traffic across all logged-in agents.
Call broadcast to all agents at the same time
On-demand, where call is retained in the queue until one agent recognizes the calling party and decides to manually book and pick-up the call.

Agents have the option of temporarily set themselves in pause, declaring the pause reason as configured by the system administrator. This action is tracked within Imagicle UCX Suite, together with login and logout time periods.

Imagicle is also providing "wrap-up" feature, where the agent is automatically set in pause at the end of each served call, for a configurable time period, allowing her/him to update a CRM or other administrative tasks.

Supervisors and queue managers

The supervisor typically manage a group of agents/operators, monitoring their performances and their reaction times upon incoming call or chat queries. In a Contact Center environment, it is very important to respect the SLA agreed with customers or even within own Company, to always provide the contracted service expectations.

For this purpose, supervisors and queue managers have the access to a specific UCX Agent/Attendant Console panel called "Dashboard" where they can monitor in real-time both the waiting queues and relevant agents' performances and KPIs.

Based on Dashboard data, the supervisor can immediately react upon unexpected traffic volumes coming into queues, by adding/removing/moving agents from queues, and by applying different overflow behaviors upon queue time-outs, exhausted queue resources and excessive average waiting time.

Imagicle UCX Attendant Console types

UCX Attendant Console Enterprise

Switchboard operators and supervisors/queue managers typically leverage this fully-featured version of Imagicle console client. This UCX attendant console version provides the following features:

Selective login/logout button for each queue.
Queues panels to monitor queued calls, with relevant calling number and name
Agents panel, to monitor which agents are logged in to queues.
Dashboard panel, to allow supervisors to view agents status and handled/missed calls, current agents on call, queue counters and average/maximum waiting time in queues, etc.

UCX Attendant Console Professional

This is the simplified version of Imagicle UCX Attendant Console, ideal for contact center agents who don't need to selectively login to single queues, no need to be aware about who's waiting in the queue and just providing real-time counters about waiting calls and average waiting time.

UCX Attendant Console Professional supports visual impaired operators, by providing special script to interface Braille keyboard, specific software tools including text-to-speech for blind operator, and zoom magnifier for short-sighted operators.

Omnichannel capabilities

UCX Agent Console include a "chat" tab, where agents can handle inbound chat queries coming from customers or internal employees. To leverage such omnichannel feature, UCX Agent Console Advanced 2 and Advanced 3 license is required. This application allows to redirect incoming Whatsapp/Facebook/Telegram/others chat queries to a pool of agents, who can directly answer through embedded chat panel. See below:

Imagicle UCX Console Licensing

UCX Attendant Console

UCX Attendant Console Enterprise and Attendant Console Professional are licensed on concurrent sessions base, meaning the number of concurrent logged in operators, following a typical CAL (Client Access License) licensing model.

While Imagicle UCX Attendant Console requires Imagicle own call queuing and distribution application, for each UCX Attendant Console Entp/Pro license you get two Imagicle Advanced Queuing channels, to provide two queue resources to each operator.

Considering 5 operators, they can leverage 10 channels for call queuing, meaning they can be busy on the phone and have up to 10 calls waiting to be served. If you are expecting a high volume of inbound calls hitting Imagicle queues, then you can expand the number of Advanced Queuing channels to accomodate more calls in the waiting queues.

UCX Agent Console

All UCX Agent Console licenses are based on number of actual named agents involved in the contact center, regardless how many of them are concurrently logged in to service.

Together with each UCX Agent Console Advanced license, you get two Imagicle Advanced Queuing channels, to provide two queue resources to each agent.

UCX Agent Console Advanced 2 and Advanced 3 also include digital channel, to interface UCX Suite to the most common chat services. Some chat services, like Whatsapp, require own subscription based on traffic volumes.

Licenses naming

While accessing to Imagicle admin web portal: ADMIN ⇒ Licenses, you can see how many UCX Consoles have been licensed. See below sample:

License Activation

A license code must be provided by Imagicle for each requested product.
Read this KB about how to activate the licenses

License assignment to Imagicle users

Please consult this KB article for further details.