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Overview of Agent Console User Interface

The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. interface is split into:

Table 1: Summary of Agent Console Functional Areas

Functional Area Description

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 in to maintain your agent status.

The Agent Console dynamically adjusts the Control panel tabs in response to the interaction type and task you are performing. For example, Phone interaction is processed using the Phone tab.

  • Phone tab:The Phone tab allows an agent to manage phone interactions. All call handling functions such as making calls, placing a caller on hold, conferencing and transferring calls are performed using the Phone tab.
  • Chat tab:The Chat tab is used to manage chat interactions from customers or from other agents.
  • Email tab: The Email tab is used to accept and respond to emails.
  • Status tab: The Status tab displays agents, and queue information,such as number of calls waiting, calls in progress, and the status of logged in agents in your group.
  • Notices tab: The Notice tab allows agents and supervisors to post and receive informational notices.

The Control Panel menu offers action items:

  • Profile: to view or edit yourAgent Console account settings.
  • My Recording: to allow agents to record messages to be played to customers.
  • External CRM: to initiate an integrated external CRM session.
  • CRM: to access cases, customers, and tasks from the local CRM.
  • FAQ: to access frequently asked questions and answers for repetitive use.
  • CollaborateSee Desktop Sharing.: if your account includes the optional Collaborate feature to remotely connect to a customer computer with remote desktop control options and co-browsing capabilities.
  • Help to navigate to Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. help resources.
  • Monitoring: to display the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. and Agent management tool in separate browser window.
  • Reporting: to display the Agent Supervisor Console report selection and generation tool.
  • Collapse Window: The Collapse Window button at the bottom of Control Panel hides or shows Display Panel.
  • Note: Chrome and Firefox do not support Collapse Window functionality in Agent Console.

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.

  • Customers: to list your open case records by customer.
  • Cases: to list your open case records.
  • Tasks: to view the tasks assigned to you.

 


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