The enables agents to use a graphical user interface (GUI) to manage customer interactions across all channels. Agent Console is easy to use and requires no special software or hardware to run. It is 100% cloud-based and accessible from anywhere and anytime as long as you have a computer and internet access. With Agent Console, agents can have quick access to FAQs, use the Local CRM or their familiar External CRM, and see and chat with other agents for coaching and help. Virtual Contact Center administrators can take advantage of the permission-based application by allowing agents to access certain functions until they are up-to-speed and ready to take advantage of the full capabilities.
If you are an agent, your contact center supervisor provides you with the information you need to access your Agent Console account, your contact center policies, and guidelines to use that account. For details about our latest Virtual Contact Center features, see What's New for Agents.
For details on how to start using this guide, see our content on Get Started and Tour Your Interface.
Each agent workstation requires a phone and a computer with Internet address:
For information about agent workstation technical requirements, see your contact center supervisor, or refer to the Technical Requirements document.
Known Issue: If you use Internet Explorer to run Virtual Contact Center applications, you may encounter high memory usage. To resolve this issue, clear your browser cookies and cache, activate the setting to clear history, clear history on exit, and reboot.
Note: Virtual Contact Center is partially compatible with Safari, offering support for the Agent Console Control Panel functionality.
Note: Firefox requires the QuickTime plug-in for audio features.
Note: Chrome and Firefox do not support the Collapse Window functionality in Agent Console.
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