ユーザインターフェイスの概要
エージェントデスクトップアプリケーションのユーザインタフェイスがアクティブコールと同時に表示されます。表示されるのは、本ガイドの以下のセクションでよく取り上げられるインターフェイスの主な要素です。
メニュー要素と機能 (エージェントデスクトップの左側)
エージェントデスクトップアプリケーション画面の要素は以下の機能を果たします。
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.
コンタクト情報パネル
コンタクト情報パネルは、アクティブな会話リストで選択されたインタラクションに関する情報を提供し、それをコントロールします。それは、アクティブな（確立された）コール及びチャットを処理するために最も頻繁に使用されるアプリケーションエリアです。
コンタクト情報パネルは以下を含みます:
- サービスセレクター：お客様のコンタクトセンターが提供する特定サービスをコールと結びつけるため
- 番号入力フィールド：外線及び内線コールの電話番号を入力するため
- ディレクトリ及びダイヤルパッド：貴社のユーザディレクトリ及び一般電話のダイヤルパッドへアクセスするため
ユーザステータスの表示/選択
ユーザステータスの表示/選択 は、現在の状態及び選択できるその他状態のドロップダウンリストを表示します。リストを表示させるには、タブをクリックしてください。状態を手動で変更するにはセレクタ（選択機能）をご利用ください。
詳しい情報は、 状態の説明と取扱方法をご覧ください。
タイマー
タイマーは、エージェントの現在状態が続いた時間を示します。
会話
コンテキスト情報エリアにおけるアクティブな会話リストを表示または非表示するには、会話アイコンをクリックしてください。アクティブな会話リストが表示されると、ディレクトリ・お気に入り・最近使ったコンタクト・ダイアルパッドへアクセスできます。
エージェントデスクトップの中央にあるコンテキスト情報エリアの内容は、エージェントデスクトップにログイン中に行う操作によって異なります。例えば、表示のスクリーンショットでは、エージェントは会話へ移動する前に、エージェントデスクトップの私の評価を確認します。
表示されている2つのエージェントデスクトップのスクリーンショットの違いに注目してください。
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.
テキスト入力フィールド
テキスト入力フィールドでは、サービスチャット、SMS、内部チャットなどのテキストベースのリアルタイムインタラクションのメッセージが入力できます。
選択された会話のコンテンツ
エージェントデスクトップにおいて会話またはケースが選択された場合、電子メール・チャットメッセージ・当該の会話に関連するコンテンツは、コンテキスト情報エリアで表示されます。
カレンダー
カレンダーアイコンをクリックすると、コンテキスト情報エリアにおけるユーザカレンダーを閲覧・変更できます。詳しい情報は、カレンダーの確認方法をご覧ください。
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.
