What is Agent Desktop?

Bright Pattern Documentation

Generated: 12/01/2021 11:47 am
Content is available under license unless otherwise noted.


Calls Overview

On Agent Desktop, you will be handling calls that are either inbound or outbound.

Inbound voice calls can be accepted, rejected, initiated, and transferred. Outbound voice calls can be initiated in many ways, such as by clicking on a person's contact details, dialing a user in the directory, or entering a phone number in the dialpad manually.

Tutorials

Learn more about how to handle inbound and outbound calls in this guide's Tutorials section.



Chats Overview

If chat is enabled for your contact center, you will be chatting with either other contact center users via the Chat Center, or with customers routed to you via service chats.

The Chat Center allows you to send and receive messages to individual users or to groups in your contact center. We call these types of chat interactions personal chats. The chat interactions that you have with customers are called service chats.

Articles

The following is a list of articles in this section:

Tutorials

Learn more about chat interactions in this guide's Tutorials section.

Personal Chat Tutorials

Service Chat Tutorials


Mobile Interactions Overview

Customers have increasingly been able to contact businesses via applications that they download to their smartphones. Such applications were originally designed for self-service and web-form inquiries. More recently, however, web and mobile applications have begun to support live interactions, including chat, voice, and video calling. The picture below shows an example of a customer communicating with an insurance agent via a mobile chat application.

Thus, depending on your service configuration, you may be expected to handle interactions that customers initiate via such smartphone applications. Generally speaking, you handle mobile voice and chat interactions in the same way that you handle regular service calls and service chats. A few differences that you may need to be aware of while handling mobile interactions are discussed in the sections that follow.

Articles

The following is a list of articles in this section:


Mobile chat application example



Cases and Email Overview

In addition to calls and chats, you may be assigned to process customer requests made via email. Depending on your contact center practices, customer emails can either be delivered directly to your desktop (i.e., the Push method) or appear in the team queue from which you will be expected to retrieve them manually (i.e., the Pull method).

Emails can also be assigned to you by a supervisor. In this case, they will appear in your personal queue from which you will also be expected to retrieve them manually. Finally, emails can be transferred to you by other agents. Once you have accepted an incoming email or retrieved one from a queue, all subsequent steps of its processing will be the same.

In the simplest email processing scenario, a single reply to the customer’s inquiry will be sufficient to finish the interaction. More complex scenarios may involve some follow-up messages from your contact center to the customer and/or additional communications from the customer.

To support these scenarios, each email is associated with a case and a thread. See the Cases, Email, and Threads section for more information about these entities.

Depending on your contact center configuration, you may be expected to handle multiple emails simultaneously. Your system administrator will advise you about the maximum number of emails that you may have active on your desktop at any given time.

Regardless of how many active emails you have, only one of them will be in focus at any given moment. The in-focus email is the one that is currently selected in the Active Communications List. The email working area will be entirely dedicated to the in-focus email and all of its controls will take effect for that email only. You can place another email in focus by selecting it from the Active Communications List. You can switch between your various active emails in this manner at any time.

Articles

The following is a list of articles in this section:

Tutorials

For a list of tutorials for cases and email, see Cases and Email Tutorials.


Agent Desktop with My Queue and Team Queue in Contact Info Panel




Understanding Screen-pop

Incoming interactions can be accompanied with web pages or forms that can provide additional information about the customer and/or the requested service. In this case, as soon as a new interaction is delivered to your Agent Desktop, you will see the corresponding webpage/form in the Context Information Area.

If the interaction is associated with one page or form, it will occupy the entire space of the Context Information Area. Some types of interactions may be associated with multiple pages/forms. In this case, the pages/forms will be arranged in a multi-tab view. The most relevant page/from will be displayed in the first tab called URL. To see other pages/forms, click the corresponding tabs--those tabs will usually have some descriptive names. You will get detailed information about the content and purpose of each tab from your system administrator.

Note: Depending on your system configuration, web pages and forms may appear in separate browser windows or tabs instead of the Context Information Area.

Agent Desktop temporarily stores the forms/tabs that you used for processing of the 10 most recent interactions. Any such forms/pages will be displayed when you select the corresponding contacts from the Recent tab. (If you log out or reload your browser, those forms/pages will no longer be available.)



  1. REDIRECT 5.3:Agent-guide/Work/OutboundCampaigns/Overview

Calls Overview

On Agent Desktop, you will be handling calls that are either inbound or outbound.

Inbound voice calls can be accepted, rejected, initiated, and transferred. Outbound voice calls can be initiated in many ways, such as by clicking on a person's contact details, dialing a user in the directory, or entering a phone number in the dialpad manually.

Tutorials

Learn more about how to handle inbound and outbound calls in this guide's Tutorials section.



Dashboard Overview

The Dashboard is an optional display of real-time metrics (i.e., statistics updated every five seconds) related to your and your team’s performance. For example, it can display the current number of calls in the service queue.

When enabled, the Dashboard is located in the middle of the application’s status bar (the same bar that is used to display and select your current state). The metrics displayed on your Dashboard will be configured by your contact center administrator. The Dashboard can help you stay mindful of your work and keep a productive pace.

Click to learn more about Dashboard metrics and statistics.

Articles

The following is a list of articles in this section:


Example of an active Dashboard




Ways to Request Assistance

While handling a service interaction, you have multiple ways to request assistance:



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.


The elements of Agent Desktop


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.


Active Conversations List


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:


Contact Info Panel

User Status Indicator/Selector

Agent-State-Icon-50.png

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.


Changing your agent state

Timer

AD-Timer-50.png

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

Conversations

AD-Conversations-50.png

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.


Click the Conversations icon to display the Active Conversations List


The Active Conversations List appears on the Agent Desktop


Directory

AD-Directory-Button-53.PNG

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.


Making an internal call


Favorites

AD-Favorites-Button-53.PNG

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.


Your favorite contacts


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 AD-Favorite-Star-53.PNG button, which adds the contact to your Favorites.


Add a contact to Favorites


Recent

AD-Recent-Button-53.PNG

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


Recent list


Dial Pad

AD-Dial-Pad-Button-53.PNG

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


Dial Pad


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.

AD-Directory-and-Dial-Pad-Active-53.PNG

The second is an empty dial pad grid.

AD-Directory-and-Dial-Pad-Inactive-53.PNG


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.


Mouse-Over-Active-53.PNG


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.


Mouse-Over-Inactive-53.PNG


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.


Type your message in the Text Input Field


Selected Conversation's Documents

AD-Selected-Conversations-50.png

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

AD-Calendar-50.png

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.


The Agent Desktop Calendar


My Cases

AD-My-Cases-50.png

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.


My Cases contains your email cases


Contacts

AD-My-Cases-50.png

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


My Cases


Supervision

Supervision-Icon-AD-50.png

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

Chat Center

AD-Chat Center-50.png

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

My Grades

AD-My-Grades-50.png

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.


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

Contact-Search-Icon-50.png

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


Contact Search field


Wallboard

Wallboard-Icon-50.png

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

Agent-Help-Icon-50.png

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


Agent Desktop Help


Settings

AD-User-Avatar-536.PNG

If you have not uploaded a user profile photo, Agent Desktop Settings is shown as a cog icon AD-Settings-Cog-54.PNG. 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.


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.


Mouse over Settings to view user name and extension


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

AD-Log-Out-Icon-50.png

Click Log out to log out of your working session.


Logging out of Agent Desktop


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:

Alerts

Alerts are orange icons AD-Alert-Icon-54.PNG 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.


Alerts indicate items requiring an agent's attention