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App Help
  • Welcome
  • Current Release Notes
  • User Training Videos
  • Getting Started
    • Logging In
    • Using Headsets
    • Using IP Phones
    • Using Land/Cell Phones
    • Voicemail & Forwarding
  • App Overview
    • Floating App
    • Toolbar Mode
  • App Navigation
    • 1 Status Bar >
      • Online Status
      • Sign Out
      • Cheat Sheet
    • 2 Telephony Bar >
      • Cheat Sheet
    • 3 Media Display >
      • Cheat Sheet
    • 4 Supervisor Bar >
      • Cheat Sheet
    • 5 Media Notifications
    • 6 Side Bar >
      • Cheat Sheet
  • Side Bar Navigation
    • 6a Directory List >
      • Cheat Sheet
    • 6b Call Information >
      • Cheat Sheet
    • 6c Search >
      • Cheat Sheet
    • 6d Recent & Scheduled Calls >
      • Cheat Sheet
    • 6e Chat >
      • Cheat Sheet
    • 6f Messages >
      • Cheat Sheet
    • 6g Scripts >
      • Cheat Sheet
    • 6h Voicemail >
      • Cheat Sheet
    • 6i Work Assignmnets >
      • Cheat Sheet
    • 6j Settings >
      • Cheat Sheet
  • App Basics
    • Controls
    • Telephony >
      • Call Waiting
    • Voicemail
    • Chat
    • Instant Message
    • SMS
    • Fax
    • Email
  • Agent Workflows
  • Supervisor Workflows
  • NetSuite Integration
  • Running Campaigns
  • Cheat Sheet
    • Floating App
    • Toolbar Mode
    • Settings
  • Glossary
  • FAQs

Floating App

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Summary of the sections highlighted in the screen-shot seen above:
  1. Agents can change their status from 'Ready/Available' to Busy or be on a specific break or reason for being busy.
  2. Dial field, numeric pad and telephony controls are used for call handling.
  3. The media display window is used for conference call control, placing individual lines or parties on hold or to drop them from a conference call.
  4. Supervisory controls allow management staff to "whisper" to the agent to help guide them on a call, or "barge in" to the call to assist. There are other advanced tools for agents here as well. You can learn more by downloading our "Cheat Sheet."
  5. Pop-up notification window will display information about the interaction upon offer to the agent.
  6. Agent Directory and expanded side-bar menu options are available to agents for additional features and functionality, such as entering notes or a disposition for the interaction handled. More details on all available options are here.

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