Why use mobile agents?
Mobile agents are generally used in two different situations:
- You might have an on-call agent who normally works at their computer, but needs to step away from their desk. Switching to their mobile profile will mean they do not miss a call.
- You might have agents in the field who are unlikely to be by a PC when a call comes in, but are nevertheless the appropriate expert to take a specialist call.
How mobile agents work
Once the agent switches to their mobile profile (see below), they will be offered calls just as frequently as any non-mobile agent. The call will be sent to the agent's mobile for them to answer.
- Because the call goes through LeadDesk to reach the agent, it will be reported as normal.
- After the call ends, the agent will be sent an SMS with a link that will let them record an outcome for the call, as well as, optionally, a call comment.
Once a call is directed to an agent's mobile phone it is a regular mobile phone call. It can't be directed back to the agent's desktop mid-call!
Setup
With the exception of needing a mobile profile, described below, the setup for mobile agents is much the same as for any agents who take calls. The agent will need access rights to the project they will be working on, and if the queues they serve have skill requirements, they will need to be allocated those skills.
To set up mobile agents for your environment you will need:
- LeadDesk Mobile activated for your environment.
- Any users who might be working mobile will need a mobile profile.
For more information see Switching to taking calls on your mobile.
Activating LeadDesk Mobile
The Mobile interface is not activated automatically for LeadDesk environments. If you want to use mobile agents, you will need LeadDesk Mobile from the LeadApp store.
Creating the agent profile
You will need to ensure that agent profiles are enabled for your environment. Speak to your account manager if they are not.
To create a mobile profile for one of your agents, in your Admin account:
- Go to the Users page.
- Go to the User list subpage.
- If necessary, search for the agent you want to set up.
- Click the agent name to open their details.
- Go to the Agent profiles section of the account information.
- Click the Create profile button.
In the Create agent profile dialog:
- Type a Name for the profile.
- Click the Profile UI mode drop-down list and select Mobile.
- Type the agent's mobile Phone number. This should be in the format:
<+><country code><local number>
For example, +358123456789 - Click the Create button.
- Click the Save button in the top right to save the changes to the user.
Using flows
If you are using mobile agents and have access to Advanced flows, you might want to consider including the Postfix applet in your flow that directs the call to your queue, and from there on to agents.
The Postfix applet lets you add a two digit code, for example 99, to the end of the incoming phone number. That way when it arrives to the agent's mobile phone they can see if the call is coming from a queue.