Agent Toolbar

The following list describes the icons in the (Undefined variable: productVariables.thinAgentShort) and (Undefined variable: productVariables.powerAgentShort) toolbar. Each icon opens a panel that enables you to perform the actions listed.

  • — View the contacts waiting in the queue.
  • Phone Icon — Place an outbound call, use a keypad during an active call, and view your call history.
  • Email Icon — Send an outbound email. It is only available if you are assigned to an outbound email skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
  • — View a history of the calls you have received and placed.
  • — Activate an automated outbound phone skill that dials numbers from a calling list for you.
  • — View a list of agents, including their current stateThe availability status of an agent., and skills where you can transfer calls.
  • — View your schedule.
  • Schedule a reminder to call a contact.
  • — View three reports on your performance.
  • — View information about you and your instance of Agent for troubleshooting purposes.
  • Customize your Agent interface and set the number and urgency of messages recorded in the event log.
  • — View logged notes about your activity for troubleshooting purposes.
  • — Submit suggestions and issue tickets to your administrator.
  • — View a list of your agents currently on an active call and monitor, coach, barge, or take over calls. It is only available in (Undefined variable: productVariables.thinAgentShort).
  • — Pin (Undefined variable: productVariables.powerAgentShort) on your computer desktop for easy access. It is only available for (Undefined variable: productVariables.powerAgentShort).
  • — Log out of Agent and end your session.