HumanForce - Call Center Agent Guide

New Here? Watch This First (2 Minutes)

Your First Day Made Easy

This video shows exactly what buttons to click and when. Watch it once, and you'll know 80% of what you need.

[Video placeholder: "HumanForce in 2 Minutes - Your First Task"]

First Time Using HumanForce?

Start Here If This Is Your First Day

Don't read everything! Just follow these 2 steps:

5-Minute Quick Start - Learn the basics
Complete Your First Task - Step-by-step guide

Daily Tasks (What You'll Do Every Day)

Taking & Completing Tasks

How to Claim Tasks - Get work assigned to you
How to Complete Tasks - Finish and close tasks
What If No Tasks Available? - What to do when queue is empty

Communicating with Customers

Making Phone Calls - Call customers from the system
Sending Messages (SMS/Email) - Text or email customers
Adding Notes - Document what happened

Scheduling

Booking Appointments - Schedule customer visits
Checking Calendar Availability - Find open slots

Special Situations (When Things Get Tricky)

Know exactly what to do when:

Situation	What To Do	Quick Link
Customer is angry	Escalate immediately	Guide →
Customer asks about pricing	Check your authority first	Guide →
Customer wants a manager	Use escalation process	Guide →
No appointments available	Follow rebooking steps	Guide →
Can't reach customer	Try all methods, then close	Guide →
Timeout warning appeared	Click to stay active	Guide →

System Issues (Something's Not Working?)

Quick Fixes

Before calling support, try these:

Phone Won't Connect - Check browser/Five9
Task Disappeared - Find lost tasks
Error Messages - What they mean
System Frozen/Slow - Refresh safely

Still broken? Contact Support (Phone: 555-1234)

Frequently Asked Questions

Can I work on multiple tasks at once?

No. You can only have ONE active task at a time. If you try to claim another task, you'll see an error. You must complete or release your current task first.

What does "escalate" mean?

Escalation means sending the task to a specialist team (Account Management, Sales, or Management) when you can't resolve it yourself. Common reasons: angry customer, pricing questions, or customer requests manager.

What is a "subtask"?

A subtask is a follow-up task that gets created automatically. For example, if you can't reach a customer, the system creates a subtask to try again later.

Where are call recordings stored?

Call recordings are stored in Five9. You can access them through the Five9 interface, not through HumanForce. Check with your supervisor for access.

How long do I have to complete a task?

Most tasks don't have a strict time limit, but:

After 2 minutes of inactivity, you'll get a warning
After 5 minutes of total inactivity, the task will be released back to the queue
Stay active by moving your mouse or typing notes

See All FAQs →

Want to Learn More?

Once you're comfortable with the basics, explore these:

Understanding the Interface - What each panel does
Task Types Explained - Different kinds of work
Best Practices - Tips from experienced agents
Keyboard Shortcuts - Work faster

Success Checklist

You're doing great if you can:

✅ Claim and complete a task in under 5 minutes
✅ Know when to escalate vs. when to handle yourself
✅ Find the customer's phone number and call them
✅ Book an appointment in the calendar
✅ Know what to do when you see a timeout warning

Need help if you:

❌ Can't find where to claim tasks
❌ Don't know what "escalate" means
❌ Can't figure out how to call the customer
❌ Keep losing tasks due to inactivity

Start with First Day Guide

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Need Help Right Now?

Technical Support: 555-1234 (24/7)
Your Supervisor: [Find on company directory]
IT Help Desk: support@company.com

Last updated: January 2026 | Suggest improvements