How to Use the Directory

You can contact users registered in your contact center by selecting them from the Directory tab. The directory displays users in your organization grouped by teams. It may also show service queues and some frequently used external numbers.

To view directory contacts, click the Directory tab. The directory will initially list all teams configured in your contact center. Service queues and external numbers also will be organized in folders. To see items of a particular team or folder, click the arrow icon next to its name.

Additionally, you can search for a directory item by typing the contact name or number in the search field that you see above the list of contacts. As you type, only the matching items will remain visible in the directory.

For users registered in your contact center, the directory provides information about their current availability to communicate:

• For agents, depending on your contact center's configuration, you will see either agent state icons or presence icons.

• For non-agents, presence icons are always shown.

Placing a Call From the Directory

To call a number from the directory, follow these steps.

1. Select the contact you wish to call. The contact’s number will appear in the Number Input Field.
2. If necessary, select the service as described in section How to Make an Outbound Call.
3. Click the Initiate call button.

Presence Icons

Available

The user is at the desk and is not on a phone call.

Away

The user is logged in but is likely to be away from the desk at the moment. This status is assigned automatically if no computer activity has been detected for the last 15 minutes. As soon as some activity is detected, the user is automatically switched to status Available. This status does not prevent you from attempting to contact the user.

Do Not Disturb

The user has manually set the status indicating the desire not to be contacted at the moment. This status does not prevent you from attempting to contact the user.

On the Phone

The user is currently on a phone call. This status is assigned automatically when the user makes or answers a phone call. This status applies to users busy with phone calls only; status Available will be displayed for users who handle interactions of any other media types.

Logged out

The user is currently logged out.

Agent State Icons

Ready

The user is in the Ready state.

Not Ready

The user is in the Not Ready state. Note that the text of both system Not Ready reasons and custom Not Ready reasons are displayed.

Busy

The user is in the Busy state. For this state, the directory displays the media type of the interaction the user is busy with (i.e., call, chat/SMS, email, or preview).

• Busy Call
  
  
• Busy Chat
  
  
• Busy Email
  
  
• Busy Preview
  

If an agent has multiple interactions of different media types, only one media type is displayed in the following precedence order:

• Call
• Chat
• Preview
• Email

After Call Work

The user is in the After Call Work state.

Supervising

The user is in the Supervising state.

Logged Out

The user is logged out.

How to Use the Directory

You can contact users registered in your contact center by selecting them from the Directory tab. The directory displays users in your organization grouped by teams. It may also show service queues and some frequently used external numbers.

To view directory contacts, click the Directory tab. The directory will initially list all teams configured in your contact center. Service queues and external numbers also will be organized in folders. To see items of a particular team or folder, click the arrow icon next to its name.

Additionally, you can search for a directory item by typing the contact name or number in the search field that you see above the list of contacts. As you type, only the matching items will remain visible in the directory.

For users registered in your contact center, the directory provides information about their current availability to communicate:

• For agents, depending on your contact center's configuration, you will see either agent state icons or presence icons.

• For non-agents, presence icons are always shown.

Placing a Call From the Directory

To call a number from the directory, follow these steps.

1. Select the contact you wish to call. The contact’s number will appear in the Number Input Field.
2. If necessary, select the service as described in section How to Make an Outbound Call.
3. Click the Initiate call button.

Presence Icons

Available

The user is at the desk and is not on a phone call.

Away

The user is logged in but is likely to be away from the desk at the moment. This status is assigned automatically if no computer activity has been detected for the last 15 minutes. As soon as some activity is detected, the user is automatically switched to status Available. This status does not prevent you from attempting to contact the user.

Do Not Disturb

The user has manually set the status indicating the desire not to be contacted at the moment. This status does not prevent you from attempting to contact the user.

On the Phone

The user is currently on a phone call. This status is assigned automatically when the user makes or answers a phone call. This status applies to users busy with phone calls only; status Available will be displayed for users who handle interactions of any other media types.

Logged out

The user is currently logged out.

Agent State Icons

Ready

The user is in the Ready state.

Not Ready

The user is in the Not Ready state. Note that the text of both system Not Ready reasons and custom Not Ready reasons are displayed.

Busy

The user is in the Busy state. For this state, the directory displays the media type of the interaction the user is busy with (i.e., call, chat/SMS, email, or preview).

• Busy Call
  
  
• Busy Chat
  
  
• Busy Email
  
  
• Busy Preview
  

If an agent has multiple interactions of different media types, only one media type is displayed in the following precedence order:

• Call
• Chat
• Preview
• Email

After Call Work

The user is in the After Call Work state.

Supervising

The user is in the Supervising state.

Logged Out

The user is logged out.

How to Use the Directory

You can contact users registered in your contact center by selecting them from the Directory tab. The directory displays users in your organization grouped by teams. It may also show service queues and some frequently used external numbers.

To view directory contacts, click the Directory tab. The directory will initially list all teams configured in your contact center. Service queues and external numbers also will be organized in folders. To see items of a particular team or folder, click the arrow icon next to its name.

Additionally, you can search for a directory item by typing the contact name or number in the search field that you see above the list of contacts. As you type, only the matching items will remain visible in the directory.

For users registered in your contact center, the directory provides information about their current availability to communicate:

• For agents, depending on your contact center's configuration, you will see either agent state icons or presence icons.

• For non-agents, presence icons are always shown.

Placing a Call From the Directory

To call a number from the directory, follow these steps.

1. Select the contact you wish to call. The contact’s number will appear in the Number Input Field.
2. If necessary, select the service as described in section How to Make an Outbound Call.
3. Click the Initiate call button.

Presence Icons

Available

The user is at the desk and is not on a phone call.

Away

The user is logged in but is likely to be away from the desk at the moment. This status is assigned automatically if no computer activity has been detected for the last 15 minutes. As soon as some activity is detected, the user is automatically switched to status Available. This status does not prevent you from attempting to contact the user.

Do Not Disturb

The user has manually set the status indicating the desire not to be contacted at the moment. This status does not prevent you from attempting to contact the user.

On the Phone

The user is currently on a phone call. This status is assigned automatically when the user makes or answers a phone call. This status applies to users busy with phone calls only; status Available will be displayed for users who handle interactions of any other media types.

Logged out

The user is currently logged out.

Agent State Icons

Ready

The user is in the Ready state.

Not Ready

The user is in the Not Ready state. Note that the text of both system Not Ready reasons and custom Not Ready reasons are displayed.

Busy

The user is in the Busy state. For this state, the directory displays the media type of the interaction the user is busy with (i.e., call, chat/SMS, email, or preview).

• Busy Call
  
  
• Busy Chat
  
  
• Busy Email
  
  
• Busy Preview
  

If an agent has multiple interactions of different media types, only one media type is displayed in the following precedence order:

• Call
• Chat
• Preview
• Email

After Call Work

The user is in the After Call Work state.

Supervising

The user is in the Supervising state.

Logged Out

The user is logged out.

User Interface Overview

The Agent Desktop application user interface is shown with an active call. Its main elements are shown, and these elements are often referred to in the subsequent sections of this guide.

Menu Elements and Functions (at left side of Agent Desktop)

The elements of the Agent Desktop application screens perform the following functions.

Active Conversations List (ACL)

The Active Conversations List shows all your active interactions. For example, if you make a consultation call while holding a service call, this list will show them as two separate items. When you select a particular call or chat from this list, more information about this interaction and the related controls will appear in the Contact Info Panel. When you select an email from this list, the email content and the related controls will appear in the Context Information Area. For emails, the Active Conversations List also provides access to your team email queue, your personal email queue, and case history.

Contact Info Panel

The Contact Info Panel provides information about and controls the interaction selected in the Active Conversations List. This is the area of the application that you will use most often to handle your active (established) calls and chats.

The Contact Info Panel contains the following:

• Service Selector for associating calls with the specific services your contact center provides
• Number Input Field for entering phone numbers for outbound and internal calls
• Directory and Dial Pad for accessing your company's directory of users and accessing the standard phone dial pad

User Status Indicator/Selector

The User Status Selector and Indicator displays your current state and, when clicked, a drop-down list of other states to select. You can use the selector to change your state manually.

For more information, see section Understanding and Handling Your States.

Timer

The timer indicates the time spent in the current agent state.

Conversations

To show or hide the Active Conversations List in the Context Information Area, click the Conversations icon. When the Active Conversations List appears, you can access the Directory, Favorites, Recents, and Dial Pad.

The contents of your Context Information Area (at the center of the Agent Desktop) depend on what you are currently doing while logged in to Agent Desktop. For example, in the screenshots shown, the user is viewing the My Grades section of Agent Desktop while navigating to Conversations.

Notice the difference between the two Agent Desktop views shown.

Directory

The Directory is your contact center's ready-to-use phone book, allowing you to browse through teams of agents, supervisors, or even important external contacts. The Directory stores the names, numbers, profile photos, and user state in your contact center. Users are organized according to teams, and you can expand or collapse the full list of users within each team.

Mousing over a user's name causes the phone icon and the chat icon to appear. Clicking on the phone icon will initiate a call to that user. Likewise, clicking on the chat icon will initiate a chat to that user.

Favorites

The Favorites tab contains your personal list of frequent contacts; favorites may be both internal and external. Mousing over a Favorite contact's name causes the phone icon and the chat icon to appear. Clicking on the phone icon will initiate a call to that user. Likewise, clicking on the chat icon will initiate a chat/SMS/MMS to that contact.

To add a contact to your Favorites list, mouse over the contact's information until a contact card pops. From here, you will be able to click the star button, which adds the contact to your Favorites.

Recent

The Recent tab displays all recent interactions you have processed, including internal system messages.

Dial Pad

The Dial Pad is a standard phone dial pad; it can be used to dial outgoing calls or for selecting IVR menu options.

Directory and Dial Pad

The Directory and Dial Pad button is a versatile tool that allows you to easily toggle between active interactions and the buttons displayed in the Conversations area (i.e., Directory, Favorites, Recent, and Dial Pad). Additionally, different information will be popped to you depending on how the button looks when you select it. Note that the behavior of this button changes depending on whether the Conversations area is open or closed.

The Directory and Dial Pad button has two different looks.

The first is a filled dial pad grid.

The second is an empty dial pad grid.

If the Conversations area is open and the button is displayed as a filled dial pad, clicking on it will display all the tabs normally seen in the Conversations area (i.e., Directory, Favorites, Recent, and Dial Pad are displayed); however, the Dial Pad is displayed by default. Note that if there are active interactions, they will be displayed in the Active Conversations List. If the Conversations area is closed, mousing over the button displays the same information.

If the Conversations area is open and the button is displayed as an empty dial pad, clicking on it will display any active interactions (e.g., an active chat session). Any other active interactions will be displayed in the Active Conversations List. If the Conversations area is closed, mousing over the button displays the same information. Note that if there are no active interactions, selecting or mousing over this version of the button will display an empty Conversations area.

Text Input Field

The Text Input Field allows you to enter messages for real-time text-based interactions, such as service chat, SMS, and internal chat.

Selected Conversation's Documents

If a conversation or case has been selected on the Agent Desktop, the email messages, chat messages, or other documents associated with the conversation will be displayed in the Context Information Area.

Calendar

Click the Calendar icon to view and edit the user's calendar in the Context Information Area. For more information, see section How to Open the Calendar.

My Cases

Click My Cases to work with email cases from your Team Queue, Personal Queue, or Pinned Cases in the Context Information Area. For more information, see section General Information About Handling Email.

Contacts

Click Contacts to search and view contact information for the people in your directory, cases, and recent contacts list.

Supervision

The Supervision icon is shown only to supervisors logged in to Agent Desktop.

Chat Center

Click Chat Center to initiate chats with chat groups or personal chats with other users in your organization.

My Grades

Click My Grades to view metrics related to your and your team's performance in the Context Information Area. For a more detailed explanation, see General Information About My Grades.

Controls Area (at top right of Agent Desktop)

This area on the user interface provides access to help materials, application settings, and the log out function.

Contact Search

Click the Contact Search icon to display a text field for searching your contacts.

Wallboard

Clicking the Wallboard icon will direct you to the Wallboard Builder application in a new browser tab or window. Wallboards display statistics and informational widgets about your current performance and/or performance of your team. If you have the privilege to edit wallboards, you can customize them from the Wallboard Builder application.

Help

Click the Help icon to access help materials, such as links to documentation, HR, and procedures.

Settings

If you have not uploaded a user profile photo, Agent Desktop Settings is shown as a cog icon . If you have already uploaded a user profile photo, that same image is shown in place of the cog icon. Click either icon to update your settings.

Mousing over the user profile photo or the Settings cog icon will cause the first name, last name, and extension number of the logged-in user to be shown.

Note that in previous versions of Agent Desktop, the user's first and last name used to be displayed at the top of the Active Conversations List, next to the user status indicator. That area is now used for displaying contact information for the party with whom you are communicating.

Log out

Click Log out to log out of your working session.

Context Information Area (at center of screen)

The Context Information Area displays web pages and forms that can be used to provide the information you need in order to serve your customers (e.g., customer profile) and enter new information based on your conversation with the customer (e.g., a purchase order). The appearance of content in this area is often synchronized with the delivery of a customer interaction to your desktop (e.g., during call ringing). For more information, see section Understanding Screen-pop.

The Context Information Area is also used for the following:

• Your grades and wallboards
• Standard email processing functions such as message reviewing, reply editing, and case search
• Knowledge Base
• Pop-out chat panels
• The display of data received from customers during chat sessions
• Teams and services dashboards
• Calendar display

Alerts

Alerts are orange icons that indicate the number of items on a contact that require attention. Note that this may include unread emails and pending calendar events. In order to resolve the alerts, agents must complete pending calendar events and process/open any new emails.