• 5.19 • 5.2 • 5.3 • 5.8

Integrated Agent Desktop

The integrated Agent Desktop user interface is the same as the Bright Pattern Contact Center Agent Desktop application, but with the look and feel of the ServiceNow environment. Designed to increase agent productivity, the integrated Agent Desktop displays only the controls and information needed at each point of work.

Agents and supervisors can work more efficiently using the following features:

• Built-in software telephone for inbound/outbound calls, voicemail, and so forth
• Click-to-Call functionality for dialing contacts’ phones with a single click
• ServiceNow data records for setting up campaigns, caller lists, screen-pop, and more
• Activity for real-time operations displays, information about conversations, saved case logs, call recordings, and voicemails

Refer to the Bright Pattern Contact Center Agent Guide to learn more about the Agent Desktop user interface and its applications.

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