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Agent Workstation

Last updated: 2024-09-03 18:05:51

    Workstation Overview

    The agent workstation is primarily divided into three functional areas and one top navigation bar, as shown below:
    
    
    
    
    Position
    Feature
    Description
    Top Navigation Bar
    Workstation
    Current Workstation
    Status
    Available: When available, the system assigns conversations to the agent. Agents can also initiate outbound calls.
    Busy: When busy, the system does not assign new tasks, but the agent can still make outbound calls.
    On break: During a break, agents can select a specific reason for the break; the system will not assign tasks, but outbound calls can still be made.
    Offline: Once offline, the system stops assigning tasks, and the agent cannot make outbound calls.
    
    Left Section
    Conversation Task Area
    This area displays current active tasks, including phone calls and online audio/video communications.
    
    
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