The agent workstation is mainly divided into three feature areas and has a top navigation bar, as shown in the figure below:
Position
Feature
Feature Description
Top Navigation Bar
Inbound call
Click Outbound Call to bring up the dial pad. After a number is entered, the system will make an outbound call using this number.
Workstation
Current workstation
Management Panel
The administrator can click Management Panel to enter the management configuration page for related configurations.
Status
Available: When an agent is available, the system will assign reception tasks to the agent, and the agent can also proactively make outbound calls.
Busy: When an agent is busy, the system will not assign reception tasks to the agent, but the agent can still make outbound calls.
On break:When being on break, the agent can choose the specific reason for the break. The system will not assign reception tasks to the agent, but the agent can still make outbound calls.
In line: When an agent is in line, the system will not assign reception tasks to the agent, and the agent cannot make outbound calls.
Offline: After an agent goes offline, the system will not assign reception tasks to the agent, and the agent cannot make outbound calls.
Mobile Phone Answering
Enable Mobile Phone Answering to receive inbound calls on the agent's mobile phone.
Mobile outbound call
Enable Mobile Phone Outbound Call to make outbound calls on the agent's mobile phone.
Left Zone
Session Task Zone
This zone is used to display the currently served call, online or audio and video call tasks.
Middle Zone
Current Task Processing Zone
Agents can process current telephone services in this zone. They can also communicate with users using graphics and text, and audio and video in the session window.
Right Zone
Third-Party System Access Zone
This zone is used to integrate third-party systems, such as the customer relationship management (CRM) system.
Yes
No
Was this page helpful?