Admin interface. Outbound. Omni. Talk. Mobile.
Application or browser?
We recommend that Admin users use LeadDesk through a browser. Specifically, we support Google Chrome.
Agents using LeadDesk might also use it in a browser, but might alternatively use the dedicated Windows application. The application version offers improved control of sound settings for agents.
Admin
If you need to create contact lists, agents, and reports, as well as monitoring activity on the environment, you will need an Admin account. You cannot make or receive calls using an admin account, but you can listen in to calls made by your agents.
When you log in to an Admin account, you will see the Overview page, with a top menu to navigate around other parts of the interface.
Team leaders, managers and sponsors
Other users may also be given access to the Admin interface. Team leaders, managers and sponsors can all be given access, but may not be give access to all pages of the interface.
Agent
If a user needs to be able to make or receive calls, they will need to be logged in as an agent. There are several different agent interfaces, depending on your use case for LeadDesk.
Agent - Outbound
Agents using LeadDesk primarily to make calls, perhaps as part of a sales campaign, survey, or charity, use the Outbound interface.
Agents working outbound will work their way through contact lists, making outbound calls.
Legacy Outbound
A few clients still use an earlier version of the Outbound interface. This is not recommended for new clients and is not discussed in this onboarding guide.
Agent - Omni
Agents using LeadDesk primarily to provide customer service, receiving calls, emails or messages, use the Omni interface.
Omni can still be used to make outbound calls, but that is not the primary focus of the Omni interface..
Agent - Talk
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LeadDesk also offers an interface that lets you click on phone numbers on webpages to dial them. This is a much slimmed-down version of LeadDesk, but you may use it alongside your own CRM tool. |
Agent - Mobile
In many companies, the people with the most expertise on a topic are often the ones needed in the field and can't be tied to their desks. However, you can still use their expertise in answering inbound calls. With LeadDesk Mobile you can add mobile agents to your call queues and route the right calls to the right people in your organisation – at their desks or mobile.