The main window

The Agent’s main window consists of a ribbon at the top, the modules in the middle and the status bar at the bottom. An overview with a diagram is on the chapter page.

Title bar

There are four icons on the left of the title bar:

• Phone system — green when the softphone is registered with the phone system, otherwise red. Clicking it registers the softphone again.
• Server — green as long as the Agent is connected to the server.
• Wrap-up and Activity — the same switches as in the ribbon, see Controlling your availability.

On the right is your name with a person icon. Green means logged in and free, red means busy — in a conversation, in wrap-up, in an activity or with the presence “not available” — and gray means not logged in. Next to it, Information shows the manufacturer, version and serial number. Once you have been in wrap-up or in activities, your counters for them also appear here: number, total and average duration.

Ribbon

Actions tab

This tab holds the commands for your daily work. When a call comes in, the Agent switches to this tab by itself.

Which groups you see depends on your profile: the Softphone group only appears with the integrated softphone, Record only with the call recording permission.

Settings tab

This is where you set up the user interface, skills, keyboard shortcuts, ringtones and audio devices. There is no separate settings dialog; everything else is described in Settings.

Module tabs

Modules such as Email/Fax, Chat or Tickets bring their own tabs. When such a module is active in the main window, its tabs appear in the ribbon; if you detach it as a separate window, it carries its own ribbon.

Modules

The modules are the windows you work in: Conversations, Agents, Attached data, Agent transfer, Skill transfer, Tickets, Browser, Transcription, Statistics, Email/Fax, Chat, the Media player and, for supervisors, Report and Dashboard.

• Initially, all modules sit as tabs along the top edge. Clicking a tab shows the module, clicking it again hides it.
• When an email or a chat comes in, the matching module slides out by itself.
• You cannot close a module.
• If your profile allows UI changes, you can dock modules differently, arrange them side by side or as tabs, resize them and detach them as a separate window by double-clicking the title.
• Your profile and your qualifications determine which modules you see at all: Email/Fax, for example, only appears if you are qualified for emails or faxes.

Modules describes what the individual modules can do.

Status bar

On the left are the same icons as in the title bar, plus the icon for exiting the Agent. Next to them runs a clock: in dynamic wrap-up the remaining time, in manual wrap-up or an activity the time elapsed so far. During a call, the phone number, name, language, skill and Duration follow, after the call Last call duration.

On the right are

• per channel, the number of waiting and connected conversations (Calls, Emails, Faxes, Chats) as soon as any are waiting,
• Agents: how many agents with the same skills and languages are logged in and how many of them are busy,
• your personal counters per channel: number, total and average duration, separately for outgoing conversations,
• the Zoom slider,
• the information center.

Double-clicking the status bar turns the Agent into a bar at the edge of the screen.

Customizing and resetting the layout

The Agent automatically saves the arrangement of the modules, the size and position of the window, the zoom, the columns of the lists, and the skin and color palette on the server — for you as an agent, not for the computer. When you log in at another workstation, you find everything as you left it.

To return to the default arrangement, choose Settings › User interface › Reset layout. All modules then sit as tabs along the top edge again. The button only appears if your profile allows UI changes.

Zoom

The Zoom slider on the right of the status bar enlarges the Agent’s fonts and windows continuously from 100% to 300%. The setting is part of your saved layout.

Messages and information center

New messages appear at the bottom right of the screen and disappear after five seconds; priority messages stay until you close them. Some messages offer a matching button right away, such as Play audio, Open link or Open special agent settings.

The information center — the exclamation mark on the far right of the status bar — collects all messages. Red means unread messages, green that you have read them all. Clicking it opens the list; double-clicking an entry shows the message again.

They include notices of an interrupted connection, messages from your supervisors sent with Team Message (Message from: …) and Warn handling time if a conversation takes longer than intended for the skill.

The program icon in the Windows taskbar also shows your state: a green receiver for a call, an envelope for an email, a fax or chat icon, a red pen for manual wrap-up, an orange one for dynamic wrap-up and a red on/off icon for an activity.

The Agent as a bar at the edge of the screen

Double-clicking the status bar docks the Agent as a narrow bar at the bottom edge of the primary screen, similar to the Windows taskbar; other windows use the rest of the screen. Another double-click restores the normal window, with all modules as they were.

If your profile does not allow the Graphical user interface, the Agent always runs as a bar. Then only the functions of the status bar are available: wrap-up, activity, exit and the counters.

Help

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