Screen layout of the Agent Application
Screen layout in break state
When you login, you are in break state. You see this screen.
Task list
The Task List is at the left of the screen. Conversations routed to you will appear here when you leave break.
At the bottom of the Task list is the New outbound tasks button, represented by a plus sign icon.
Work area
The center of the screen is your work area. It changes depending on what you are doing. In break state for example, it has a dark yellow background.
Agent profile
At the top right is the agent profile. If configured in your corporate directory, your profile picture will appear here. Your current state also appears here along with the duration you spent in it.
Change state icon
To the right of the agent profile is the Change state icon. This looks like an arrowhead or chevron icon, pointing down.
Use this to come out of break state and handle tasks.
Performance dashboard
Below the agent profile is the Performance dashboard. This displays key metrics about your performance, the performance of your queues, among other things.
See the Performance Dashboard section for more details.
Screen layout with active tasks
You must login and come out of break state to start handling tasks.
A busy agent having two tasks will have a screen that looks like this:
Click a task in the Task list to open it.
The work area is typically split in two. By default, details of the conversation or campaign data appear on the left. The customer details and activity history show up on the right.
Layout management
You can reconfigure the work area using the Layout Mode icon at the top right corner to split your layout in different ways.
Use the Panel Close buttons at the top right corner of each panel to hide it from view.
Use the Panel Add buttons at the bottom or right edges of the panels to select which of the hidden ones to show.
Customer data panel
Customer Data panel shows the details and the activity history of the customer in the active task.
Next steps
- Read all about the Customer Details and Activity History panels
- Learn about agent states and task states
- Discover how to log on and log out of the Agent application
- Learn how to open a task and close a task