Welcome to the Agent Guide

Welcome to the Agent Guide. This is a document for Agents and Supervisors to understand the Agent application's interface and modes of operation.

Note

The Supervisor Guide contains extra information with regards to monitoring and other aspects.

Please use the links on the left to access the chapters directly. You can also filter the list of chapters by typing keywords in the search field at the top of the list.

The agent application

The Agent application is the part of of the system that you as an Agent interact with to work with tasks.

It enables you to answer or initiate voice calls and emails, collaborate with your co-workers while engaged with the customer during a voice call, chat, email or social messaging conversation, or get help from external consultants.

You can also access certain key performance indicators (KPIs) relating to your performance, the overall performance of the queues you are associated to, the availability of your teammates, etc.

The mobile agent application

A subset of the agent web application is accessible on mobile devices as well. For front-line or traveling agent workloads, being away from an office environments for extended periods, this approach offers the ability to participate in the customer engagement work.

The Mobile Agent application is a website that you load in your mobile browser application. Because of this, it is compatible with all major web browsers (see official compatibility list) and device operating systems.

Browser compatibility

The Agent application is a web browser based application.

The web browser application should be kept up to date. List of supported browsers.