Note: this is the first part in a series on your agent dashboard.
Think of the agent dashboard as your base of operations. When you're not busy with an interaction, this is where you'll spend most of your time.
The dashboard tracks your daily performance, allows you to set your availability and stores all your customer conversations. It is also where you can start a new interaction with a customer.
There are four key areas on the agent dashboard:
- The home bar (top):
- This navigates back to your dashboard where you can set your availability, change settings and log out.
- The stats panel (left):
- This displays vital statistics about your daily performance.
- The action panel (right):
- This displays your recent conversations and interaction history.
- The recent activity panel (center):
- This displays a list of the conversations you've had with your customers.
The home bar
Below is the left-hand view of your home bar located at the top of your agent dashboard.
On it you'll find (from left to right):
- The home button (house icon):
- Click on the house icon to return to your agent dashboard from any view.
- The status indicator:
- This controls whether you will receive work items or not. The above example is in the Not Ready state. This indicates that you are not available, which means no work items (inbound or outbound) will be served to you. Clicking this status indicator will toggle your status between Not Ready and Ready. When you're in the Ready state, you will receive work items.
- The mailbox (mail icon):
- This notifies you that a customer has left a message. Click the mail icon to display the message inbox.
- The activity indicator:
Your activity indicator is located in the center of the home bar.
- While you're waiting for a work item, your activity will be set to 'Waiting'. If you are busy with an interaction, it will appear as 'Conversing'.
Below is the right-hand view of your home bar located at the top of your agent dashboard.
On it you'll find (from left to right):
- The volume controller (speaker icon):
- This lets you set the overall volume of the software.
- The name field:
- This field displays your name and current availability status.
- The settings button (cog icon):
- This opens your settings pop-up panel.
- The logout button (power icon):
- This allows you to log out of the system. (Note: you must be in the Not Ready state before you can log out.
The settings pop-up
The stats panel
The panel running vertically along the left-hand side of your agent dashboard displays your daily performance. These numbers are updated throughout the day to reflect your customer interactions.
The following stats are shown on this panel (from top to bottom):
- Missed interactions:
- These were the interactions you did not answer in time while your status was set to Ready.
- Transferred interactions:
- These were the interactions you transferred to other agents.
- Average agent rating:
- This is the average score your customers have given your service. (This will only be shown if your organization is using agent-rating surveys.)
- Successful conversations :
- This will display your conversations that have been marked as Successful. (For example, if you completed a sale.)
- Unsuccessful conversations :
- This will display your conversations that have been marked as Unsuccessful. (For example, if you lost a sale.)
The action panel
The Recent Conversations and Interaction History buttons are located on the right-hand side of the agent dashboard.
Click on these buttons to view an overview of all the conversations and interactions you've had with your customers.
Inside the Recent Conversations menu, for example, you'll be able to view all recent conversations as well as their outcome. You can use the filter function to search for a specific interaction by separating your conversations by all, new, pending, successful and unsuccessful.
The recent activity panel
Once you've interacted with your customers, those activities will be displayed as your recent activity.
Click on an activity tile to open that contact card.