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Your contact center supervisor provides you with the URL, username, and password required to log in to your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. account.

Note: Based on the configuration of your 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., you may receive the login information through a system generated email or from your 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. manually. The email includes Username, System Generated Password, and link to the Agent Console.

To log in to the Agent Console:

  1. In your preferred browser, enter the URL for your Agent Console.

    Figure 1: Agent Console: Login Screen

  2. In the login page, enter your username and password. Click Login.

    By default, the Agent Console launches in Break status.

    Note: Agent Console usernames and passwords are case sensitive. If your access to Agent Console is being denied due to IP address restrictions, an automatic email is sent to your Virtual Contact Center administrator. He is then able to give you the access authorization.

  3. Select Available or Work Offline status to initiate the session.

Your supervisor may also instruct you to update certain parts of your Agent Console user profile.


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