Sales agent guide

Univerx is a live video support platform. As a sales agent, you use it to receive video calls from customers, guide them through their questions in real time, and keep track of your daily activity — all from your browser, with no software to install.

This guide covers everything you need for your day-to-day work: logging in, handling calls, managing your queue, and troubleshooting common issues.

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Before your first shift

Make sure you have the following ready before you log in for the first time:

• Your work email address and password (provided by your manager or IT team)
• A computer with a modern browser (Google Chrome or Microsoft Edge recommended)
• A working headset or speakers and microphone
• A stable internet connection
• Camera access allowed in your browser (you will be prompted the first time)

Tip

Google Chrome gives the most reliable experience for video calls and co-browsing. If you run into issues on another browser, try Chrome first.

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Start-of-shift checklist

Run through this checklist at the start of every shift to make sure you are ready to take calls:

• Log in to Univerx at your company’s Univerx URL
• Check that your camera and microphone are working (your browser may ask for permission)
• Confirm you can see the Dashboard and the Customer queue table
• Make sure your internet connection is stable

Note

There is no separate “go available” or availability toggle visible in the current version of the app. Customers are routed to you by your manager through queue assignments. If you are unsure how your team handles queue assignments, ask your manager.

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What you will see on the dashboard

When you log in, you land on the Dashboard. Here you can:

• See customers waiting in the Customer queue table
• View each customer’s name, the page they are on, their wait time, and SLA status
• Click Join next to a customer to start a video call with them
• See your Daily statistics (calls handled, quotes sent, sales closed, customers waiting)

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Guide contents

Log in and set up Sign in, reset your password, allow camera and mic access, and check your devices.

Join and run a video call Accept incoming calls, use camera and mic controls, and handle call issues.

Queue management Understand the queue, handle missed calls, and manage your availability.

After-call wrap-up What to do after a call ends, including notes and follow-up steps.

Troubleshooting and FAQ Fix common issues with login, camera, mic, and incoming calls.

Glossary Definitions of key terms and statuses you will see in the app.