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Using the Voiso mobile app
- 29 Jan 2025
- 5 Minutes to read
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Using the Voiso mobile app
- Updated on 29 Jan 2025
- 5 Minutes to read
- Print
- DarkLight
- PDF
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Who should read this article: Agents
Use the Voiso mobile app to handle all your contact center voice calls from your Android or iOS mobile phone.
Introduction
Voiso offers a mobile version of the Agent Panel that you can use to handle calls whether you are working remotely or are on the go. Just download the app and sign in with your Voiso contact center account, and you will be ready to handle calls.
Find out how to download the mobile app on your Android or iOS device, refer to Installing the Voiso Mobile App.
Tip
Your contact center administrator must enable your account to use the mobile app.
Features of the mobile app
The Voiso mobile app has the same user experience as the Voiso Agent Panel.
| # | Description |
|---|---|
| 1 | Enter phone numbers here to dial calls manually. You can tap-to-call from the contact list (5) or recent calls (6). |
| 2 | The dialpad. Tap the numbers to dial phone numbers and send DTMF signals to make selections during a call. |
| 3 | Tap to call phone numbers you have entered manually. |
| 4 | Dialpad icon. Tap to display the dialpad. |
| 5 | Contact list icon. Tap to display the contact list. |
| 6 | Recent calls icon. Tap to display the list of recent inbound and outbound calls you have handled. |
| 7 | Menu screen icon. Tap to display the menu screen. |
Your status
Tap the availability status to open the status menu. Tap a status to set your availability. To receive inbound calls, set your status to Available. To log out of the Voiso mobile app, tap Logout. Tap other statuses to set yourself as unavailable with the specified reason.
Contacts
Tap the contact list icon to switch to the Contacts page. Tap a letter or scroll to navigate the contacts list. Use the search to find a specific contact.
Recent calls
Tap the recent calls icon to switch to the Recents page. Tap a call to call the contact.
Use the All calls filter to see both inbound and outbound calls. Use the Inbound or Outbound filters to see only inbound or outbound calls.
Tap the kebab (three dots) to view call details. On the Details page, tap Call to call the contact.
Menu screen
Tap the menu icon to switch to the menu screen. The menu screen provides the following features:
| # | Description |
|---|---|
| 1 | Your contact center extension. Other users and the system can reach you by dialing this number. |
| 2 | Caller ID groups menu. |
| 3 | Agent metrics menu. |
Caller ID groups
Access the Select a Caller ID group page from the Menu screen.
Tap a caller ID group to set it as your caller ID for your next outbound call. Use the search to find a specific caller ID group.
Agent metrics
Access the Agent metrics page from the Menu screen.
Tap a metric to view a description. Scroll down the page to see more metrics. The date and time of your last login is displayed at the bottom of the list.
The following metrics might be set up by your administrator for you to view:
| Metric | Description |
|---|---|
| AACWT | Average After Call Work Time: The average time an agent spends in the After Call Work state. |
| AC | Answered Calls: The number of inbound calls an agent answered. |
| ACD | Average Call Duration: The average time callers spend on the phone with an agent. Includes hold time. |
| AHLDT | Average Hold Time: The average time callers spend on hold with an agent. |
| AHT | Average Handling Time: The average time an agent spends handling a call. Includes routing, talk, hold, and after call work time. |
| ANA | Average Non Answered: The average number of inbound calls routed to an agent that were not answered by the agent |
| Ans. Eff. | Answered and Effective: The number of outbound calls that were connected and had a duration longer than the Effective Call Duration timer setting. |
| Ans. Not DVM | Answered (not Direct to Voicemail): The number of outbound calls that were answered by a person and had a duration longer than the VoiceMail timeout timer setting. |
| Ans. Not Eff. | Answered and Not Effective: The number of outbound calls that were connected and had a duration longer than the VoiceMail timeout timer setting, but shorter than the Effective Call Duration timer setting. |
| Ans. Ratio | Answer Ratio: The percentage of outbound calls that connected. It does not include calls that were shorter than the Effective Call Duration timer setting. |
| ATT | Average Talk Time: The average time callers spend speaking with an agent. It does not include hold time. |
| TTT | Total Talk Time: The total time an agent spends talking on calls. Includes talk and mute time. |
| DVM | Direct to Voicemail: The number of outbound calls answered by an Answering Machine. The number of outbound calls that connected and had a duration less than the VoiceMail timeout timer setting. |
| HC | Handled Calls: The number of inbound calls an agent handled. Calls transferred from other agents are included, but calls transferred to other agents are not included. |
| Incor. Nmbr | Incorrect Number: The number of outbound calls that could not be completed due to an incorrect called party number. |
| Last Login | The date and time an agent last logged in. |
| New Nmbrs | New Destination Number: The number of new destination numbers an agent tried to reach. |
| No Ans. | No Answer: The number of outbound calls that reached the contact, but were not answered. |
| TC | Total Calls: Total number of calls placed or routed to an agent. Includes inbound, manual outbound, and Dialer calls. |
| TIC | Total Inbound Calls: The number of inbound calls routed to an agent. |
| Total Outbound Calls | The total number of outbound calls an agent placed. |
| Uniq. Nmbrs | Unique Numbers: The number of unique destination numbers an agent tried to reach. |
| 0-1 min | The number of outbound calls with a duration of more than 0 and less than 60 seconds. Dialer calls included. |
| 1-3 min | The number of outbound calls with a duration of more than 1 and less than 3 minutes. Dialer calls included. |
| 3-10 min | The number of outbound calls with a duration of more than 3 and less than 10 minutes. Dialer calls included. |
| 10+ min | The number of outbound calls with a duration of over 10 minutes. Dialer calls included. |
| After Call Work | The duration an agent was in the After Call Work status after login. |
| Available | The duration an agent was in the Available status after login. |
| Inbound | The duration an agent was in the Inbound status after login. |
| Offline | The duration an agent was not connected to the network after login. |
| Outbound | The duration an agent was in the Outbound status after login. |
| Unavailable | The duration an agent was in the Unavailable (with reason) status after login. |
| Lunch, Coffee Break, Meeting, etc. | The duration an agent was in each custom status after login. |
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