1. Introduction to the Dialer 0:00
Overview of the Direct to Agent Dialer.
2. Homepage Overview 0:07
Sign in to access the homepage.
Options available at the left:
Payments
Dialer
Options available at the bottom:
View contact info and user ID under settings.
Add Multi-Factor Authentication (MFA).
Logout button location.
Theme settings for light or dark mode.
3. Payments Tab 0:33
Top up your balance:
Use preset amounts or custom amounts (minimum $100).
Confirm top up to complete.
View balance and transaction history.
4. Dialer Overview 1:16
Overview screen shows:
Total hours logged in.
Talk time, wait time, pause time, wrap up time.
Agent status options located in the top corner.
5. Agent Statuses 1:31
Offline – Not reachable, cannot take calls.
Available – Can receive calls from queues and direct dials.
Customer Support Mode: Prevents calls from queues while making or waiting for a direct call.
Follow Up –Wrapping up a previous call. Add additional lead info, notes and disposition after a call.
Paused – Not reachable, taking a break.
6. Dialing Out and Audio Settings 2:44
Use the dial pad to make calls.
Adjust audio settings as needed.
7. Analysis Section 3:23
Access stats such as CPA and total sales.
Filter data based on timestamps.
8. Monitoring Calls 3:42
View call logs and recordings.
Filter by timestamp for easy navigation.
9. Compliance Dashboard 4:04
Check compliance reports after making sales.
Ratings for each sub-category and overall score.
10. Agent Settings 4:34
Set up voicemail and check messages.
Add life states or Medicare states as needed.
11. Appointments 5:08
View existing appointments.
Schedule new appointments by filling out parameters.
12. Queues Section 5:30
Overview of available queues:
Queue name and tags for call categories.
Filter options available.
Billable calls: Charges apply after 10 seconds.
Edit queue settings or leave the queue.
13. Resources for Queues 6:35
Access resources related to specific queues (e.g., final expense, Medicare).
Navigate easily through folders for assistance.
14. Conclusion 6:46
Thank you message for participating in the tour.
Link to Loom