Agents are the frontline staff who interact directly with customers.
Responsibilities:
- Answer calls or respond to chats/emails.
- Follow scripts or procedures.
- Log call outcomes and customer information.
- Transfer calls or escalate when necessary.
Access Level:
- Limited access.
- Can only see their own performance (if allowed).
- Cannot make system changes or monitor others.
configuration:
- Enable the Agent button from user settings.
- Select the Agent group.
- write their extension.
- Select phone topology (External phone or Web Phone).
- Follow other steps from here.
Login to the Agent user
Live Dashboard
The Live Dashboard provides a real-time view of an agent’s assigned queue. It helps agents stay informed about queue activity, call performance, and current status.
Incoming Call Popup
When a customer call comes in, a pop-up notification appears on the agent’s screen to provide immediate context about the caller and the call queue.
Dashboard Agent
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.
My Dashboard
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.
If they have a license to use the application (e.g., Tickets, SMS, Web Chat, etc.), they have limited access to it.
There are two types of agent phones:
External Phone : Agents use an IP phone to make calls.
Webphone: Agents make calls directly through the Call Center browser interface.
Incoming call to Webphone Agent