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User Interface Overview

The picture below shows the Agent Desktop application screen with an active call and identifies its main elements. These elements are often referred to in the subsequent sections of this guide.

The elements of Agent Desktop

The elements of the Agent Desktop applications screens perform the following functions:

• User Status Indicator/Selector – Displays your name, your current state, and your next state. You also use it to change your state manually.

• Active Communications List (ACL) – Shows all your active interactions. For example, if you make a consultation call while holding a service call, this list will show them as two separate items. When you select a particular call or chat from this list, more information about this interaction and the related controls will appear in the Contact Info Panel (see below). When you select an email from this list, the email content and the related controls will appear in the Context Information Area (see below). For emails, the Active Communication List also provides access to your team email queue, your personal email queue, and case history.

• Number Input Field and Service Selector – Lets you enter phone numbers for outbound and internal calls and associate such calls with specific services that you provide.

• Recent Contacts, Directory, Favorite Contacts, Dial Pad – Helps you enter the phone numbers by storing your previous call attempts, providing access to the company’s directory, and allowing you to create your personal list of frequently called numbers. Also provides access to the standard phone dial pad.

• Contact Info Panel – Provides information about, and controls for, the interaction selected in the Active Communications List (see above). This is the area of the application that you will use most often to handle your active (established) calls and chats. For emails, this area shows the content of your personal email queue and/or you team email queue.

• Text Input Field – Allows you to enter messages for real-time text-based interactions, such as service chat, SMS, and internal chat.

• Dashboard – Displays statistics about your current performance and/or performance of your team.

• Help, Settings, Logout – Provides access to help materials, application settings, and logout function.

• Context Information Area – This area displays web pages and forms that can be used to provide the information you need in order to serve your customers (e.g., customer profile) and enter new information based on your conversation with the customer (e.g., a purchase order). Appearance of content in this area is often synchronized with delivery of a customer interaction to your desktop (e.g., during call ringing). For more information, see section Understanding Screen-pop. Context Information area is also used for:

  • standard email processing functions such as message reviewing, reply editing, and case search

  • knowledge base

  • pop-out chat panels

  • display of data received from customers during chat sessions

  • calendar display

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