- Agent Guide Introduction
- What Is Agent Desktop?
- User Interface OverviewGetting Started
- Working in Agent Desktop
- Call Controls
- 1.1 Service Name
- 1.2 Buttons
- 1.3 Report a problem with the call
- 1.4 Notes
- 1.5 Dispositions
- How to Answer an Incoming Call
- How to Reject an Incoming CallAfter Call Work and Dispositions
- Dispositions and Notes
- How to Wrap Up After Call WorkCallback Reservation
- About Callback ReservationConferences
- How to Host a Conference
- How to Participate in a ConferenceConsultations and Transfers
- How to Make Consultations and TransfersDirectory
- How to Use the DirectoryFavorites
- How to Use Favorite ContactsFollow-ups
- How to Schedule a Follow-up ActivityMute and Hold
- How to Hold and Retrieve a Call
- How to Mute a Call
- How to Release a CallPlacing Calls
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Speed Dial Through External IVRsRecording and Voice
- How to Connect a Voice Application to Your Call
- How to Record a Call
- How to Stop Call Recording
- How to Use Prerecorded Messages
- Voice Signatures Redialing
- How to Redial a Previously Dialed NumberSending Numeric Information
- How to Send Numeric InformationService Queue
- How to Place a Call in a Service Queue
- Chat Center
- Knowledge Base
- Outbound Campaigns
The following is a list of controls seen during active phone calls and what they do.
During active phone calls, the name of the service the call is happening on is displayed above the selection of buttons.
Add new case
The Add new case button allows you to create a new case from the phone call. Cases allow you to make notes on interactions, send emails, and so forth. For more information, see How to Create New Cases.
When selected, the Dial Pad, pops out a dial pad, allowing you to either click the keys on the pad or use your keyboard to enter DTMF keys. Note that this may be used to speed dial through external IVRs.
The End Call button ends the call when selected.
Flag the call
When selected, the Flag the call button causes a flag to appear on your supervisor's screen, indicating to them that you need help or consultation with the interaction. For more information, see How to Flag an Interaction.
The Hold button allows you to place a call on hold; callers will hear hold music or any prompts specific to your contact center. It is recommended to place a caller on hold before transferring them. Note that this button is different from the Mute the microphone button.
Initiate transfer or conference
When selected, the Initiate transfer or conference button pops a window that allows you to conduct a consultation with another agent or supervisor, conduct a conference call with multiple parties, or make a blind transfer. For more information, see How to Make Consultations and Transfers.
Mute the microphone
The Mute the microphone button mutes your microphone; callers will hear silence. Note that this button is different from the Hold button.
Schedule a follow-up activity
The Schedule a follow-up activity button allows you to schedule follow-up activities in your calendar. For more information, see How to Schedule an Event.
If your contact center allows recordings, the Start recording button allows you to manually begin recording the call.
Report a problem with the call
If you experience call quality issues, clicking report a call problem pops a window where you may select the type of issue you are experiencing; the issue is brought to the attention of your contact center administrators. For more information, see How to Report a Call Quality Problem.
The Notes field is where you may enter any notes about an active interaction. For more information, see How to Enter Dispositions and Notes.