Tour Your Interface
- Control Panel: Provides controls to process interactions in your contact center and to manage agent status. For a quick look at the Control Panel functionality, refer to the Agent Console Quick Start Guide.
- Display Panel: Provides access to CRM data, profile settings,
agent directory (only available to Unified Login with Virtual Office users),and message recording settings.
The following table gives a summary of the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console user interface:
|1. Control Panel
||Use the Agent Console Control Panel to access the controls and status information, process an interaction, and work with Agent Console tools. Inside the Control Panel, use the Status tabs to maintain your agent status.
Agent Console dynamically adjusts the Control Panel tabs in response to the interaction type and task you are performing. For example, phone interactions are processed using the Phone tab.
|2. Display Panel|| The Display Panel provides access to CRM data, profile settings, and message recording settings. The Display Panel opens with three default tabs and opens additional tabs for each menu action.