Engage Voice | Navigation and layout for Agent

Agent is the customer-handling platform where agents and supervisors spend most of their time. Understanding the agent platform is important so you can get busy interacting with customers. 
 
All configurations for the agent interface are performed by administrators in the admin interface. Admins configure the functionality of the agent interface such as assigning queues and dial groups. What you can access in the agent interface depends on how your administrator configures it for you. To learn more about how admins configure this, visit Intro to Admin
 
Now let’s take a closer look at navigating the agent interface.

Navigating the agent interface

Agent is a user-friendly web application that lets you interact with customers using phone calls, chats, emails, and other work-related items. As you handle these interactions, the interface offers several tools that enhance your experience. Let’s take a look at some of them.

Top header bar

Once you log in to the agent interface, you will see the header bar at the top of the screen. From left to right, you’ll find the hamburger menu, the agent state you’re initially logged in to, your user info, and the app switcher.
View of agent top header

Hamburger menu

On the upper left-hand corner, you will see the hamburger menu. If you click on this, the left-hand navigation bar below will expand and reveal the names associated with each icon.

Agent states

At top right, you’ll find your agent states, which are status notifiers that allow users to see what an agent is doing. Once you click on the agent state, the status notifiers you can choose from will drop down underneath. 
 
Agent states can signify an agent’s status such as when they’re available, engaged in a call, on break, away from their desk, or other options that their administrator configured for them. For more information on how admins set this up, visit Configuring agent states on an account.

User Info

At the top right corner beside the agent state, you will find your user info, signified by a circle with your initials in the center.  If you click this, a window including your user info will drop down underneath. Here you will find your full name and the following information:
  • Session Info: Hover your mouse over this option to see your login details such as the SIP phone you're registered to, your login type for inbound/outbound calls, skill profile, and dial group. If you need to update the queues or campaigns that you're handling calls for, your profile and dial group, click Update Session to modify the info you're currently logged in with
  • Contrast Mode: If you need better contrast in the colors presented in the agent interface to better suit the device you’re using, toggle this option to switch on the color contrast
  • Sign Out: Click this to sign out of your login session

App switcher

At the top right corner beside the user info, you will see your app switcher. If you have permission to access Analytics and Admin, you’ll also see tiles for these applications in the dropdown. You can simply click on a different tile to switch applications.

Left-hand navigation bar

The left-hand navigation bar is the vertical menu that appears on the left side of your screen. This menu provides all the main navigation options needed to get around the platform and allows an easy way for agents to perform their day-to-day work activities. Please note that it’s possible that not all menu options will be available for you.
 
Now let’s discuss what you can access within the navigation bar.

Dialpad

The Dialpad is the first option at the top of the left nav bar and is the first page you’ll see when you log in. Above the dialpad, you’ll find a toggle you can switch on or off to indicate when you’re connected and ready to receive calls. The calls routed to you will come in via the dialpad, and once engaged with a caller, the dialpad will present call options such as the requeue, transfer, disposition, hold, mute, and record button.

Chat

If you’ve been given access to chat and have logged in to a chat queue, you will be able to navigate to the chat interface via the chat bubble icon. Once you click on the chat icon, any pending or active chats will display. For more information about chats, visit Chat for agents overview.

Dialing

Dialing, indicated by the phone icon, is where agents can make outbound calls by fetching leads. If agents are logged in to a preview or progressive dialer, they can use this menu option to fetch leads and view lead information before making an outbound call. To learn more about preview and progressive dialers, read Intro to outbound dialing.

Callbacks

The Callbacks menu option, indicated by the calendar icon, is where you’ll find all your current and future callbacks. If an agent dispositions a call to trigger a callback in the system, the scheduled call will go here. To learn more, you can read Using the callback feature in Agent.

Call History

The Call History menu option, indicated by the clock icon, contains all the previous leads or customers you have spoken with. You may also call back a customer by going through the call history and finding that lead. Please note: Call History is limited to 500 records total and records are stored no longer than 24 hours.

Agent Stats

The Agent Stats menu option, indicated by the bar graph icon, provides real-time metrics. You can view your performance-related data in the form of customizable panels and tables. To learn more about Agent Stats, you can read Agent Stats overview.

Lead Search

The Lead Search menu option, indicated by the magnifying glass icon, is helpful if you need to search and retrieve a lead’s information.

Call Logs

The Call Logs menu option, indicated by the pointing arrows icon, allows you to look up details related to your call records and system activity. For example, the search results will provide you the details for calls you received/made, when you went offhook, when you logged in, when you dispositioned a call, etc. You can also filter the results by start and end date.

Scripts

The Scripts menu option, indicated by the paper icon, allows you to review a script while you’re not on a call. This helps an agent preview and study a script before engaging in a conversation with a customer. To learn more about scripts, visit Intro to agent scripting.

Supervisor

You can view the Supervisor menu option, indicated by a person icon, if you have supervisor access. Here, you can view an agent’s stats based on their skill, state, talk time, or any other viewing option configured by your administrator. To learn more, read Intro to supervisor for agents.
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