Modules are the windows in the Agent’s main window in which you work: lists, tiles and views for conversations, colleagues and customer data. How to show and arrange them is described in The main window.
All modules at a glance
| Module | Purpose | You see it if … |
|---|---|---|
| Conversations | All conversations of your skills and languages | your profile allows Show conversations overview |
| Agents | Your colleagues and their state | your profile allows Show agents overview |
| Agent transfer | Passing conversations to colleagues — see Transferring | your profile allows Show agent transfer |
| Skill transfer | Passing conversations to a skill — see Transferring | your profile allows Show ACD transfer |
| Attached data | Everything that is known about the current conversation | your profile allows the Attached data module |
| Tickets | Searching for earlier conversations, listening to recordings | your profile allows Search functions |
| Browser | Web pages, for example your CRM | your profile allows Web browsing |
| Transcription | The call as text — see The Transcription module | your profile allows Show transcription |
| Statistics | Your own metrics over time | your profile allows Personal statistics |
| Email/Fax | Handling emails and faxes — see Emails and faxes | you are qualified for emails or faxes |
| Chat | Handling chats — see Chats | you are qualified for chats |
| Media player | Playing voicemails and recordings — see Voicemails | you are qualified for voice recording |
| Report, Dashboard | Evaluations for supervisors — see Report and dashboard | you are a supervisor and may run reports |
Whether a permission in the profile takes effect also depends on the license. For Tickets, Browser and Statistics, myContactCenter needs a separate license; if it is missing, the module stays hidden even if the profile allows it. If you belong to several profile groups, a permission applies as soon as one of them grants it.
Customizing lists
The Conversations, Agents and Tickets modules and the two transfer modules show tables or tiles. If your profile allows UI changes, you can customize them:
- Columns: Right-clicking a column header opens the column menu. There you sort, group and filter, show and hide columns and open the column chooser with further columns.
- Order and width: Drag column headers to a different position, or drag their edges to make them wider or narrower.
- Groups: If you drag a column header above the table, the Agent groups by this column; each group shows its value and the number of entries.
The Agent saves your customizations on the server; they follow you to every workstation. Without the permission, the lists stay as your administrator has set them.
In the Conversations and Agents modules, you decide in the context menu how the groups behave: Groups expanded keeps all groups expanded at all times, Dynamic grouping lets you expand and collapse them yourself. The entry always shows the setting you switch to.
Automated processes
Your administrator can store an agent script for the entire contact center. It runs in the background and responds to events — for example when a conversation rings or ends. A script can, for example, open the customer screen of your CRM in the Browser module, start another program, show a window of its own or trigger wrap-up.
The script has no user interface of its own; you only notice it by what it does. It only runs if your profile allows Agent side scripts.