Preview of the Contact Center Supervisor and Agent Experience

Supervisors and Agents will have similar views when they log in to the Contact Center; the menus on the left are controlled by the access level granted to the users, but everyone should log in to see a dashboard, which displays helpful real-time information.

• ACD Users shows users and their current state.
• In Queue shows the number of callers in the queue, and their current wait time.
• Today's Handletime is helpful key statistics that display how the Contact Center is performing on the current day.
• User states show individual users their states in real-time.
• Active Contacts shows users that are currently in conversations.

In the upper right-hand corner, there is a START SESSION button that takes Agents to the Agent Experience, where they will actually handle calls. Alternatively, agents can also download a dedicated Desktop Agent Experience App to handle calls there.

When the Window is opened, it will ask the Agent to speak into the Microphone to verify audio is working.

Agents can see callers in Queue, available teammates, and they will have the ability to start New Conversations if they are allowed to place outbound calls or SMS.

There is a Hamburger menu on the upper left-hand side of the Agent experience that will allow them to view conversations (the main page).

Adjust Stations Settings

Station settings can be used to Switch Companies (if they belong to multiple companies) or change their language.