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, create a new contact, and stores all your customer conversations. It is also where you can start a new interaction with a customer.
There are 4 key areas on the agent dashboard:
- The Home Bar
- The Statistics Panel
- The Action Panel
- The Recent Activity Panel:
- The Home Bar: The home bar will display from any view of your dashboard.
On the home Bar you will find from left to right:
Home Button: This icon allows you to return to your Recent Activity view from any other view.
Status Indicator: This controls whether or not an agent receives incoming interactions. As seen in this example, the current status is “Off Duty”. This means that the agent is not available to receive interactions. Clicking on the status indicator allows the agent to toggle their status between Off Duty and On Duty. Once the status reflects as “On Duty” and Waiting, it means that the agent is ready to receive incoming interactions.
Reminder icon: This icon serves as a reminder to notify the agent of pending interactions that were scheduled as a follow up on a specific date and time.
Mailbox: This icon indicates that a client left a voicemail message. Clicking on the mailbox icon allows the agent to view and listen to personal or group mailbox messages.
Activity Indicator: The activity indicator is located in the center of the home bar. This will display the
agent’s current activity as seen in the examples below:
Waiting Indicates that you are currently waiting to receive a new interaction.
Conversing indicates that the agent is currently on an interaction.
Not Responding indicates that the interaction was either not answered or it was rejected.
Conversing Wrap-Up indicates the interaction ended, however, the agent is completing after call work before moving on to the next interaction.
Volume controller: Allows an Agent to enable or disable dashboard sounds.
Company Directory: Clicking on the Company directory icon will display a list of all members within your organization. It allows you to make internal calls directly to your colleague’s extension, views their email address, it also displays the current state of each member (on a call, available or offline).
Flow Selection: This drop-down selection allows you to select between available outbound flows assigned by the administrator.
Name Field and Presence Selection: This field displays your name it also allows you to set your presence by clicking on the drop-down arrow to choose a break code when in an “Off Duty” State.
Setting button (Cog Icon): Clicking on the Settings button shows your relevant user information such as name, email address, role, and company name.
From the drop-down, there are two additional options to click on “Edit Profile” and “View Organization”
Edit Profile: Clicking on “Edit Profile” takes you to your “Personal Information” view, where they can see member specific information.
This view allows you to edit your name, password, upload a picture of yourself or enable additional features such as personal voicemail, call forwarding, and email signature.
View Organization: Clicking on the “View Organization” option takes you to the members view as seen in “Company Directory “
Logout Button (Power Icon):
When you are in an “On Duty” state the “Logout” button is grayed out, preventing you from logging out while still “On Duty”
When you are in an “Off Duty” state the “Logout” button becomes clickable. As the name implies clicking this button will log you out of your dashboard.
- The Statistics Panel: This panel running vertically along the left-hand side of your agent dashboard displays your daily performance.
- No Responses: These were interactions you did not answer in time while your status was set to On Duty.
- Transferred: These were the interactions you transferred to other agents.
- The Action Panel: This panel is located on the right-hand side of your dashboard. The action Panel consists of 4 buttons as seen below:
Recent Conversations: Clicking on the Recent Conversations button will take you to the Recent Conversations view. This view shows all of your recent conversations you had with your customers and allows you to filter through all conversations by selecting the type of conversation you want to view.
Interaction Log: Clicking on the Interaction Log button takes you to the Interaction Log View. From this view, you can see all interactions that you've made and received, as well as filter through the interactions.
The search function allows a maximum of 30 days in any search.
Each tile represents a separate Interaction and will contain the following information:
- Channel or Contact Method (inbound, outbound or internal calls, SMS or Email)
- Outcome (Answered, Attempted or Missed)
- To and from contact number
- Date and time
- Call Duration
- Call Recording
- Survey score.
Connected Interactions: Clicking on the connected interactions button will display a list of Interactions of live interactions namely, Inbound Emails, Inbound SMS, Campaign Leads, and Callbacks. Not ending an interaction correctly will keep you in a Conversing state until the above-mentioned interactions are closed and this view allows you to do just that.
My Stats: Clicking on the My Stats tile presents you with their personal statistics for the day, this refreshes daily.
Recent Activity: Once you've interacted with your customers, those activities will be displayed as your recent activity. Click on an activity tile to open the contact card.