Overview
This is a quick guide to basic guide provides basic information on how to navigate the CommUnity Call Center functionsusing the Telephone, HUD Web, and myHud platforms.
Telephone ContentInstructions
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HUD Web ContentInstructions
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myHub ContentInstructions
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CommUnity Call Center Telephone Keycodes
ACTION | PHONE KEYCODES |
AGENT LOGIN | Dial *1 to login to your queue(s) from your assigned phone. |
AGENT LOGOUT | Dial *3 to logout of your queue(s) from your assigned phone. |
AGENT STATUS | Dial *5 to check your login status from your assigned phone. |
LOGIN WITH FORWARD | Dial *50 to login to your queue(s) and respect forwarding rule |
LOGIN ROAMING | Dial *54 to login to your queue(s) from any phone. |
LOGOUT ROAMING | Dial *56 to logout of your queues from any phone. |
AGENT STATUS ROAMING | Dial *55 to check your login status from any phone. |
HUD Web Community Call Center Functions
HUD Web - How to Login to the Call Center Queues
via HUD WebSelect Click the Call Center icon at the top of the page.
Select Click the My Status Tab.
Select the Queues you want to log into.
Click the Login button at the top of the queue list.
HUD Web - How to Logout of the Call Center Queues
via HUD WebSelect Click the Call Center icon at the top of the page.
Select Click the My Status Tab.
Select the Queues you want to logout of.
Click the Log Out button at the top of the queue list.
Select a log out reason.
HUD Web - How to View
Queue Status in HUD WebThisMy Queues
The My Queues page displays the queues and status assigned to the user.
How to display My Queues:
Select Click the Call Center icon at the top of the page.
Select Click the My Queue Tab tab.
The following status info. information is displayed for each Queue:
Long Hold
Waiting
Average Wait Time
Average Talk Time
Abandoned Call Percent.
Active Calls
HUD Web - How to View All
Queue Status in HUD WebThisQueues
The All Queues page displays all of the location’s queues . The stats that are displayed are the same as the My Queue stats.for a location.
How to display All Queues:
Select Click the Call Center icon at the top of the page.
Select Click the All Queue TabQueues tab.
Note: There are 2 views available for both queue pages.
Click the
icon to display the List view.
Click the
icon to display the Tile view.
HUD Web - How to View My Status
This The My Status page displays the user’s assigned queues queues assigned to the user and if the user is logged in or not of a to the queue.
How to display My Status:
Select Click the Call Center icon at the top of the page.
Select Click the My Status Tab tab.
As describe above previously a user can log in or out of a queue from this page.
MyHud
myHud Community Call Center Functions
myHud - How to
access CommUnityLogin to the Call Center
Via myHudQueues
Open the myHud app in on your P/C.
Click the Call Center icon in the left panel.
To log into all queues with a single click, click on the All Queues field and select Logged in.
To log into a single queue, click on the desired Queues field and select Logged in.
myHud - How to
LoginLogout to the Call Center Queues
via myHudOpen the myHud app in on your P/C.
Click the Call Center icon in the left panel
To log into all queues with a single click, click on the All Queues field and select Logged in.
To log into a single queue, click on the desired Queues field and select Logged in.
How to Logout to Call Center Queues via myHud
Select the Call Center icon in the left panel.
Select the Queues you want to logout of.
Click the Log Out drop down menu .and Select a log out reason.
myHUD - Call Center Manager
How to
Accessdisplay the
myHudCall Center Manager:
This page displays the queues and status assigned to the user.
How to display My Queues:
Select Open the myHud app in on your P/C.
Click the Call Center Manager icon in the left panel.
The Call Center Manager page will display as a pop out.
Call Center Manager Page
The myHUD Call Center Manager provides the following sectionsInfo:
① My Calls - Display the calls the agent is Displays the agents current calls.
② Parking Lot - Displays the calls that have been parked.
③ Queue StatisticsInformation:
Queue name
Available Agents
Callers Waiting
Call Abandoned
Calls Completed
Total Calls
④ Queue Agent info:
Name
Call Type
Status
Elapsed
Avg Talk
⑤ Caller Waiting - Display the calls that are waiting to be picked upanswered.
⑥ Supervisors - Display the active Queue supervisors.
Agents can Call or Chat with a supervisor by clicking on the 3 dot icon next to the desired supervisor.
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