SpitFire® Predictive

Agent Quick-Start Guide

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The design of the Agent window allows the user to have the Agent window on the left side of the screen,
and the script for the campaign on the right side at the same time.

FIRST, make sure the headset is connected to the server.
Turn on the headset at the box and listen for a hollow sound.
If there is no sound, do not try to log on, and instead, notify your Supervisor.

Next, launch the Agent application by selecting the icon on your desktop and highlighting it with your mouse.
Right-click on the icon.

This will open a drop-down menu. Select "Open" and left-click to launch the program.

This will launch the Agent application.

The Agent window will now display "Ready for LogOn".

Next, click the "LogOn" button.

The window will now display "Waiting For 1st Call".

The "LogOn" tab will also be replaced by a "LogOff" tab.

Now, when a call is sent to you, you will hear a zip tone in your headset,
and the script that is loaded will be displayed on the screen as shown above.

If you do not receive the client's information and only hear their voice,
select the blue "Plus" sign and this will retrieve the data.
Do not just restart the application.

Next, make sure that all the information displayed regarding the client is accurate,
and update any changes.

If there are customized fields that need specific information,
click on the "User Fields 1" tab as shown above.

This will open the pre-defined user fields where you will enter the information for this client.

The "User Fields 2" tab has more user-defined fields that can be set by the Supervisor.
There is also a "Notes" field where you can enter additional information.

If you need to put the client on hold, simply select "Hold"
then re-select the same button to bring them back.

If you wish to print the lead, left-click on the "Print" button.
This needs to be done prior to dispositioning the call (a printer also needs to be set up).
This will print the lead, as well as any "User Fields".

Next, you must disposition the call before a new call will be sent.
It is very important that you do not just leave the line hanging.

If the client asks not to be called again, simply select the "No Call" button as the disposition.

Once the call is dispositioned, the information will be shown on the status screen
and you will be ready for the next call.

When you are finished for the day, you MUST hit "LogOff" before leaving the station.
This is imperative, otherwise calls will be sent to your station with nobody there to answer the call.

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