The Agent dashboard allows employees to interact with clients in a variety of ways, from phone calls to SMS, and emails to instant messaging.
Agents are given the tools to interact with clients and to a certain extent self-monitor/manage.
From the agent, dashboard agents have access to the following standard functionality.
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Home Button - returns the user to the default screen.
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On duty/Off duty toggle - allows the agent to adjust their routing status between off duty and on duty.
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Channel Availability drop-down - allows the agent to select between inbound and outbound channel availability.
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Assist button - allows the agent to raise their “hand” and request assistance.
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Reminder/Notification drop-down - allows an agent to see any pending/completed reminders.
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Alerts button - allows an agent to see any alerts they have received for the day.
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Mailbox - allows an agent to view any mailbox messages left by clients.
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Activity status window - allows an agent to see their current activity status (waiting, conversing, wrap-up, and not responding).
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Dashboard sound effects toggle - allows an agent to enable/disable dashboard sound effects.
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Company directory - allows an agent to view all members within the organization.
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Outbound flow drop-down - allows agents to select between available outbound flows.
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Members name - shows the agents name
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Presence drop-down - allows an agent to select between various presence codes when routing status is set to off duty.
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Settings - allows an agent to make adjustments to their profile.
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Logout button - allows the agent to log out when in an off-duty state.
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Recent activity - allows an agent to view and interact with their recently successfully connected interactions.
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Recent conversations - allows an agent to view their recent conversations.
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Dialler status - allows an agent to access their dialler status view (used for campaign-related tasks).
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Interaction log - allows an agent to view past interactions and can be used to self-assess.
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Alerts tile - allows an agent to see any alerts they have received for the day.
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My stats - allows an agent to view their statistics for the day.
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Open Contact card - allows an agent to open up their contact card.
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Connected interactions view - allows an agent to see the interactions/tasks they are currently connected to.
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Refresh timer - allows an agent to set a refresh time for the Connected interactions view.
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Manual refresh - allows an agent to manually refresh the connected interactions view.
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Webphone - Allows the agent to receive and make calls.