Agent Desktop 2.0 User Interface
Below is a high-level diagram of the Agent Desktop 2.0 user interface during an active call. For more information on specific elements or functions, refer to the relevant sections of this guide.
Top Bar
The left side of the top bar contains your status information, including key details of your current interaction, when applicable. The right side gives you access to help materials, application settings, and the log out function.
User Status Icon
The user status icon displays your current state above a timer indicating how long you've been in that state.
To change your status manually, click on your user status icon and select a state from the drop-down list. For more information, see How to Interpret Your State.
Interaction Summary
During an active interaction, key details appear in the top bar to the right of your user status icon, such as the interaction type (e.g. email or phone), the time elapsed performing this activity, and key case or contact information.
While on a call, these details also include certain call controls and the selected service. For more information, see Interaction Details.
Help
Click the Help icon to access help materials, such as links to documentation, HR, and procedures.
User Settings
If you have already uploaded a user profile photo, that image is shown in the top bar, followed by a down arrow. If you have not uploaded a user profile photo, an icon with your initials will appear there instead. Hover your cursor over your photo or initials to display your name, team, and extension number.
Click on your user icon to see the following options:
Log Out
Click Log out to log out of your working session. Alternately, you can log out by using the keyboard shortcut Alt+Shift+Q.
Settings
Click the Settings menu option to navigate to the Settings page. Here you can edit your contact information, configure calendar and interaction settings (e.g. pre-recording messages), and set workspace preferences (e.g. language).
Keyboard Shortcuts
Click the Keyboard Shortcuts menu option to view all keyboard shortcuts for Agent Desktop 2.0.
Configuration Profiles
Privileged users can click the Configuration Profiles menu option to view and edit (if applicable) configuration profile settings.
About
Click the About menu option to view application and license information.
Sidebar
The elements of the sidebar on the left-hand side of the page perform the following functions. Note that the sidebar elements you see may depend on the features enabled in your configuration profile, your role in the contact center, and the features enabled for your contact center.
| Icon | Name | Description |
|---|---|---|
|
Show Panel / Hide Panel | Press the Show Panel button below the user status indicator to display the Communication Panel. The Communication Panel houses the Active Interactions List as well as the Interaction Details, Directory, Dial Pad, Favorites, and Recents tabs. Once clicked, this button is replaced with the Hide Panel button. Click the Hide Panel button to hide the Communication Panel. |
|
Context | If a conversation or case has been selected on the Agent Desktop, the Context button will become enabled. Click to view information associated with the current interaction, including case information (where applicable), third-party content (i.e. web screen pop), and activity forms. |
|
Calendar | Click the Calendar icon to view and edit your calendar in the main workspace. For more information, see How to Open the Calendar. |
|
Cases | Click Cases to work with email cases from your Team Queue, Personal Queue, or Bookmarked Cases in the main workspace. For more information, see section Email and Cases. |
|
Records | Click Records to view and search all cases and external contacts in your contact center. |
|
Campaigns | Click Campaigns to view metrics for active voice and messaging campaigns. This icon is shown only to campaign operators logged in to Agent Desktop. For more information, see the Campaign Operator Guide. |
|
Supervisor | Click Supervisor to view team, service, and agent metrics. This icon is shown only to supervisors logged in to Agent Desktop. |
|
Chat | Click Chat to initiate one-on-one and group conversations with other users in your organization. For more information, see How to Use Chat Center. |
|
QM | Click QM to view scheduled, pending, and completed evaluations. Privileged users can also complete evaluations. For more information, see the OmniQM Guide. |
|
KB | Click KB to access your contact center's Knowledge Base at any time. For more information, see Knowledge Base Overview. |
|
Home | Click Home to view metrics related to your and your team's performance in the main workspace. The default view shows your personal KPIs, the current status of all team members, and metrics for services associated with your skills. For more information, see Home Page Overview. |
Communication Panel
The Communication Panel contains several tabs: Interaction, Directory, Dial Pad, Favorites, and Recents. It can be accessed via the Show Panel button on the sidebar. This panel provides a centralized interface for calls and chats.
Active Interactions List
The Active Interactions List (AIL) at the top of the Communication Panel 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 Communication Panel. When you select an email from this list, the email content and the related controls will appear in the main workspace.
Interaction Details
Click the Interaction icon during an active interaction to access the Interaction Details tab. This tab provides information about and controls the interaction selected in the Active Interactions List. This is the area of the application that you will use most often to handle your active (established) calls and chats.
When an active call session is selected from the AIL, this tab displays call controls and contact information, as well as searchable conversation history.
When an active chat session is selected from the AIL, this tab displays the messages exchanged in that session. The Text Input Field at the bottom of the panel allows you to enter messages for real-time text-based interactions, such as service chat, SMS, and internal chat.
After an interaction ends for a service with After Call Work, the Resolution sub-tab opens automatically. For more information, see How to Wrap Up After Call Work.
Directory
The Directory is your contact center's ready-to-use phone book, allowing you to browse through Internal (e.g. agents, supervisors) and External (e.g. customers) contacts. The Directory lists contact names, numbers, profile photos, and user states, and gives users immediate access to all available communication channels (voice, chat, email, etc.) for a given contact.
Internal users are organized according to teams, while service queues are organized by folder. Clicking the drop-down icon next to a team or folder name reveals its contents.
Mousing over a contact's name brings up phone and chat icons. Clicking on the phone icon initiates a call to that contact. Likewise, clicking on the chat icon displays activity history and allows you to send a message to that contact.
If your contact center integrates with Microsoft Teams for company messaging and internal communications and you are signed in to your Microsoft account, you may notice Teams-related items in the Agent Desktop directory, such as the following:
- Microsoft Teams Channels folder
- Microsoft Teams Chats folder
- Teams user personnel listed inside either the Microsoft Teams Channels folder or the Microsoft Teams Chats folder
- The user presence of Teams user personnel
Dial Pad
When you open the Dial Pad tab, you will see numeric digits for entry of phone numbers and menu options, along with a number input field for typing or pasting phone numbers or other applicable characters for quicker dialing, and a service selector.
To place an outbound call, first click Select a Service to choose the contact center service to use for the call. Depending on your contact center’s setup, you may be required to select a service for every call. Use the country code drop-down to the left of the number input field to insert the recipient's country code (e.g. USA, "+1 "), or select Any Phone Number to leave the field blank. Then, enter the phone number on the dial pad or type it in from the keyboard. Clicking number and character keys from the dial pad automatically populates the number input field.
When the call is active, the number input field can be used for typing in numbers for IVR menu prompts or entering other characters, such as asterisks or commas, when speeding through IVRs. This field supports input of all character keys (e.g., numbers 1 through 9, commas, asterisks, hashtags) from the keyboard, as well as copy-paste from the clipboard. Note that each comma delays the sending of subsequent symbols for one second. You can edit your entry by using the Backspace or Delete button on your keyboard.
Favorites
The Favorites tab contains your personal list of frequently used communication channels for contacts; favorites may be either internal or external. Each listing in Favorites displays an icon showing the type of communication channel: phone call, chat/SMS/MMS, or email. Clicking on a listing will initiate communication to that user via the indicated channel. For more information, see How to Use Favorites.
Recents
The Recents tab displays all recent interactions you have processed, including internal system messages. From here you can search for a specific interaction or use filters to sort recent interactions by Calls, Messages, or All. Hover your cursor over a recent interaction to bring up one or more of the following options, depending on the interaction type:
- Favorite this communication channel
- Call this person
- Review chat history or initiate chat
- Schedule a follow-up activity
- View contact details
Main Workspace
The contents of your main workspace (at the center of the Agent Desktop) depend on what you are currently doing while logged in to Agent Desktop.
During specific services, the main workspace may display 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 main workspace is also used for the following:
- Your personal and team metrics
- Standard email processing functions such as message reviewing, reply editing, and case search
- Knowledge Base
- Pop-out chat panels
- Calendar display
Notifications
Notifications and errors appear in the top right corner of the main workspace. Notifications are displayed in green, while error messages are displayed in pink.
Alerts
Alerts are orange icons that indicate the number of items on a contact that require attention. Note that these may include unread emails, pending calendar events, or unread chat messages. In order to resolve the alerts, agents must complete pending calendar events and process/open any new emails or chats.
