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How to Use this Document

The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. user guide provides a comprehensive overview of the primary tasks performed using the Agent Console. Your contact center supervisor provides you with an overview of your duties as a customer agent, including the types of customer interactions you are responsible for.

When you log in to your Agent Console account for the first time, use this document to learn how to configure your account. Your supervisor will help you configure your Agent Console account so that it conforms with your contact center's technical requirements and operational policies.

After configuring your Agent Console account, this document provides both overview and detailed information about processing interactions, managing your status, and working with customer, case, and follow up records.


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