Engage Digital | Intro to Agent

The agent interface allows agents to respond to customer messages on all channels, whether it’s from mobile messaging, web chat, email, or social media channels. This allows agents to respond efficiently to messages, comments, and issues posted or sent via Twitter, Facebook, and more.
The configuration for the agent interface is done via the admin interface — from routing rules for incoming chat messages to user access and permissions. Administrators can enable features for agents, such as the reply assistant and Ask an Expert. If you are an administrator, you might want to read Intro to agent configuration.
Within the agent interface, the Inbox and Routing mode are the two operational modes that agents can use to manage conversations. Conversations are customer cases assigned to agents. You can access these modes via the left-hand navigation bar. For more information on how to navigate the agent interface, visit Navigation and layout for Agent.
Note that while the Inbox and Routing mode have similarities, these two operational modes have unique features. The main difference between the Inbox and Routing mode is how messages are organized and routed to agents. 

Now let’s take a closer look at each operational mode, starting with the Inbox.


The Inbox enables agents to respond to messages that have been sorted out and placed in different folders according to their channel, theme, status, team, or categorization. These folders are created and customized by your admin according to your needs.
Admins can sort messages into mailbox folders according to the channel from which they originated. Channels refer to the various digital channels that are managed within the platform. A channel is associated with an account on a digital medium such as Twitter, Facebook, email, or webpage chat. 

An agent can look up a message thread using the search bar of the Inbox. They can also engage with customers, sort messages, and use shortcuts to quickly organize messages and resolve awaiting conversations. To learn more, visit Intro to Inbox.
Agent Inbox view

Routing mode

In Routing mode, agents are assigned interactions automatically using the platform’s automatic contact distributor logic. The assignments are configured by the admin based on agent competencies and level of urgency to comply with SLAs. Note that certain interactions that require real-time responses, such as chat, are always performed in Routing mode. 

The mailbox folders in Routing mode are categorized according to the workflow status of interactions nested in three different mailbox folders. Unlike the Inbox, where mailbox folders can be customized and grouped according to your preference, the Routing mode folders are grouped according to the workflow status of the message. To learn more about this, visit Intro to Routing mode.
Agent Task view


The Supervision menu allows supervisors and administrators to monitor agent activity in real time. Supervisors can access metrics including:
  • Agent’s average presence time
  • Average interaction duration
  • Number of interactions waiting
To learn more, visit Intro to Supervisor
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