Screen Layout of the Agent Application

Information in this article is also available in the Buzzeasy Academy video below.

Screen layout in break state

When you login, you are in break state.

Header bar & profile menu

The section at the very top of the page is the header bar. This is where key details about favorite queues are displayed as well as your profile menu.

Your profile menu shows you your name, current state, duration and profile picture if available. Click it to open and reveal additional Breaks, the Logout option, the Available state and generic settings.

When configured by your supervisors, you can also select which of the available business units you will work in.

Through the settings option you may change the language of the agent application, the first day of the week, date/time format and test the browser notification system.

Task list

The Task List is below the header bar. When you leave a break state, conversations routed to you will appear here alongside their icon, duration and customer name (if available). The + sign icon represents the New Task button, click it to open the Lookup and start a Task.

Work area

The left side of the screen is your work area. It changes depending on what you are doing. In break state for example it shows your state duration, the break name and a button to quickly start working.

Agent dashboard

The right side of the screen is the Agent Dashboard, presenting key metrics about your performance, the performance of the queues you are associated to, among other things.

See the Dashboard section for more details.

Screen layout with active tasks

You must login and come out of break state to be able to start handling tasks.

The work area is typically split in two. By default, the conversation interface along with its details or campaign data appear on the left. Customer details, task history and other task related details show up on the right. These will be described in a different article.

When working on multiple tasks, switch between them by clicking the target item in the task list. You may start new tasks while busy depending on the type of task you are currently having.

Additionally, the Agent Performance dashboard is also available through your profile menu while you are busy with tasks.

Minimum supported screen size

The minimum supported screen-size and resolution is 1280x720 on an 11 inches monitor. This means that the team takes into consideration that screen size when designing and developing new features.

Resolution & sizes lower than that are not taken into consideration during UI/UX designs and new feature implementation, as such, visual issues may occur. We recommend you use browser zoom capabilities (CTRL+ /CTRL -) to zoom in or out and ensure the layout is optimal for you.