- Agent Guide Introduction
- What Is Agent Desktop?
- User Interface OverviewGetting Started
- Working in Agent Desktop
- Working in Agent Desktop
- Cases and Email
- Home Page
- Knowledge Base
- Mobile Interactions
- Outbound Campaigns
- Quality Management
Home Page Widgets
The configuration of the home page can be changed; either you or your supervisor can select what widgets to show in any of the six slots. If the widgets are changed, the current layout is saved upon logout.
List of Home Page Widgets
The following is a list of the widgets available for the home page, including descriptions of what they do. Widgets are listed in alphabetical order.
The Agenda widget displays upcoming agenda items from your Calendar. If there is no agenda, the widget will display text stating so.
The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than 2 hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.
If the number of scheduled items is too large, then the widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.
The Alerts widget displays the last delivered supervisor’s internal chat message. If a new message is delivered, it replaces the previous one. If you click within the Alerts widget, Agent Desktop navigates to Personal Chat and the current message is considered “read” and is removed from the widget.
Break Time Remaining
The Break Time Remaining widget displays the total time used out of your allotted break time. If you hover your cursor over the widget, you may highlight either allotted break time or used time.
The Dispositions widget displays a count of all dispositions that have been assigned to handled tasks. If you hover your cursor over the widget, you may highlight information about any of the displayed dispositions.
My Stats vs. My Team
The My Stats vs. My Team's widget displays metrics of your performance against the average of your team's. The metrics are the following:
Displays the number of interactions handled by agents for the day
- Average handling time
Displays the average amount of time spent handling and completing interactions
- Successful interactions
Displays the percentage of calls that received the Success disposition type
If you hover your cursor over the widget, you may highlight information about any of the displayed metrics.
The Satisfaction widget displays a short list of real-time metrics related to a customer's satisfaction.
You can also configure what real-time metrics are displayed within the widget. The metrics are:
Please note: Demeanor, Net Promoter Score, and Resolutions are the default metrics displayed.
Configuring the Satisfaction Widget
Metrics available for display will be seen in the Available box on the left and metrics already displayed will be seen in the Included box on the right.
- To add a metric, select the button with the greater-than symbol
- To remove a metric, select the button with the less-than symbol
- To add all metrics, select the button with two greater-than symbols
- To remove all metrics, select the button with two less-than symbols