We are modernizing parts of our Agent interface to match current usability standards by removing the on-screen dial pad from the initial screen for a more intuitive design. (See Fig 1 Before vs After). This change lends to a quicker and more efficient use of the user’s physical keyboard to enter numbers versus having to mouseover and clicking on numbers on the screen (See Fig 2). In the event where Dual Tone multi-frequency (DTMF) or ‘touch tones’ are required, the dialpad will be easily revealed with a click on an icon (See Fig 3). Fig 4 shows an animation of the new manual dialing flow.