{"id":2753,"date":"2025-05-09T15:56:16","date_gmt":"2025-05-09T15:56:16","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=2753"},"modified":"2025-06-22T10:17:25","modified_gmt":"2025-06-22T10:17:25","slug":"my-dashboard-agent","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/call-center\/call-center-v-1-x-x\/authentication\/users\/my-dashboard-agent\/","title":{"rendered":"Agent"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Agents are the frontline staff who interact directly with customers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Responsibilities:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Answer calls or respond to chats\/emails.<\/li>\n\n\n\n<li>Follow scripts or procedures.<\/li>\n\n\n\n<li>Log call outcomes and customer information.<\/li>\n\n\n\n<li>Transfer calls or escalate when necessary.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Access Level:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Limited access.<\/li>\n\n\n\n<li>Can only see their own performance (if allowed).<\/li>\n\n\n\n<li>Cannot make system changes or monitor others.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>configuration<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enable the Agent button from user settings.<\/li>\n\n\n\n<li>Select the Agent group.<\/li>\n\n\n\n<li>write their extension.<\/li>\n\n\n\n<li>Select phone topology (External phone or Web Phone).<\/li>\n\n\n\n<li>Follow other steps from <a href=\"https:\/\/wiki.xontel.com\/ar\/documentation\/call-center\/authentication\/users\/\" data-type=\"page\" data-id=\"17\">here<\/a>.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:25px\"><strong>Login to the Agent user<\/strong><\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-206fc1a711d3b370d82bf9425902f17f wp-block-paragraph\" style=\"color:#4e7188;font-size:20px\"><strong>Live Dashboard<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Live Dashboard provides a real-time view of an agent\u2019s assigned queue. It helps agents stay informed about queue activity, call performance, and current status.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1327\" height=\"602\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/call.gif\" alt=\"\" class=\"wp-image-4486\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:18px\"><strong>Incoming Call Popup<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When a customer call comes in, a <strong>pop-up notification<\/strong> appears on the agent\u2019s screen to provide immediate context about the caller and the call queue.<\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-a982222d474b5fc9b8e341a3fab926d8 wp-block-paragraph\" style=\"color:#4e7188;font-size:20px\"><strong>Dashboard Agent<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Agent Dashboard gives each agent a private, real-time overview of their login activity and call performance. It is designed to empower agents with clarity about their daily workload, call outcomes, and break tracking, all filtered by date if needed.<\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-366f023030bdeec35d79077633e03af2 wp-block-paragraph\" style=\"color:#4e7188;font-size:20px\"><strong>My Dashboard<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Personal Dashboard offers agents a focused view of their break statuses and missed call history. This helps agents manage their workday efficiently and follow up on missed communication in a timely manner.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1327\" height=\"486\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/break.gif\" alt=\"\" class=\"wp-image-4489\"\/><\/figure>\n\n\n\n<p class=\"has-vivid-red-color has-text-color has-link-color wp-elements-8af09143bf5abc419ca743d8ae72ae77 wp-block-paragraph\"><em>If they have a license to use the application (e.g., Tickets, SMS, Web Chat, etc.), they have limited access to it.<\/em><br><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>There are two types of agent phones:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>External Phone<\/strong> : Agents use an IP phone to make calls.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Webphone<\/strong>: Agents make calls directly through the Call Center browser interface.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1327\" height=\"600\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/webdialer.gif\" alt=\"\" class=\"wp-image-4492\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Incoming call to Webphone Agent<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>","protected":false},"author":1,"featured_media":0,"parent":3005,"menu_order":3,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-2753","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-doc-demo-articles"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/2753","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":10,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/2753\/revisions"}],"predecessor-version":[{"id":4552,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/2753\/revisions\/4552"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/3005"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=2753"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=2753"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=2753"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}