inContact Agent for Salesforce Overview

inContact Agent for Salesforce (Salesforce Agent) is an agent interface that contains many of the same features and functionality found in Thin Agent and Power Agent. The power of Salesforce Agent is that it integrates directly into Salesforce so you do not have to jump between Thin Agent and Salesforce. Instead, you can use Salesforce Agent from within Salesforce.

The Salesforce Agent enables the following features:

Hover over the image below to learn about different parts of the Salesforce Agent interface.

Clicking this icon initiates an outbound call using the keypad. Your availability status does not need to be set to Available to make an outbound call.

You can click the numbers or use your keyboard keypad to enter a number to dial.

Clicking this icon displays a list of agents and their availability stateThe availability status of an agent.. You can filter the list or search for a specific agent.

Clicking an agent in the list initiates an outbound call to that agent.

Clicking this icon displays a list of skills for your business unitAn organization's access to segmented portions of the inContact platform., the number of contacts in queue for the skill, and the longest wait time in each. You can filter the list or search for a specific skill.

Clicking a skill in the list initiates handling a contact in that skill.

Clicking this icon displays you address books. All address books assigned to your user account in Central are accessible here. You can search for an address book or use the drop-down to select one from a list.

Clicking a contact in an address book displays that contact's details. You can click the mobile, email, or phone icon in the details to initiate a connection to that contact, based on the icon you click.

Clicking this icon displays your contact history. You can filter the list or search for a specific contact.

You can click a contact to display a skill selection list, and then select a skill to initiate an outbound call to the phone number in the contact history.

Clicking this icon displays basic information about you (the agent), including your currently installed version of Salesforce and a list of skills assigned to your user account.

Clicking this icon initiates the email feature. Your availability status does not need to be set to Available to create an email.

You must click the popout icon to access the email interface.

Clicking this icon displays a list of pending commitments and the option to create a new commitment.

Select Me to view your commitments, or Skill to view commitments assigned to a skill queue.

Clicking this icon displays the Agent Reports dashboards, which allow you to view your performance and productivity.

Clicking this icon displays a list of your parked email contacts. This button will be grayed out if you don't have any parked emails.

Clicking this icon redirects you to the inContact Online Help site, where you can find helpful tips and step-by-step instructions for using inContact's products.

The Agent LegAn active piece of a call that connects between routers, gateways, or telephony devices. icon shows your connectivity status. There are three status types:

Icon Description
Disconnected — The inContact platform is not connected to the agent’s station phone.
Dialing — The inContact platform is dialing the agent’s station phone number.
Connected — The inContact platform is connected to the agent’s station phone.

The Agent Leg Status is not the same as the Availability Status.

The Agent State panel shows your current stateThe availability status of an agent. in the contact center. It provides a way for you to change your status. When you change your status, the time in state (below the Availability Status bar) restarts.
Click the Option icon to change your personal information, submit feedback about inContact Agent for Salesforce, and download the Salesforce Agent Log.
The Call Queue icon is read-only and displays the number of contacts in all assigned phone skill queues.
The Work ItemCustomizable method of delivering contacts to an agent via Studio scripts. Queue icon is read-only and displays the number of contacts in all assigned work item skill queues.
The Chat Queue icon is read-only and displays the number of contacts in all assigned chat skill queues.
The Personal Queue icon is read-only and displays the number of contacts in your personal queue.
The Email Queue icon is read-only and displays the number of contacts in all assigned email skill queues.

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