The Agent Layouts

The Buzzeasy agent application, during a conversation, is divided into two main areas: the work area on the left side of the screen and the add-ons on the right side, equally split vertically.

The work area refers to user interface components relevant to the conversation type itself.

The user interface components based on media type are as follows:

• Call Control: Displays call controls and call details. During a voice conversation, two call controls can be present simultaneously (during consult), or one call control plus the directory when engaging in collaborative scenarios.
• Campaign: Displays campaign details such as custom fields, phone numbers, contact record name, and action buttons like call, reschedule, or postpone. This will open a call control when dialing a customer. A maximum of one campaign and one call control can be displayed on the left side simultaneously.
• Email: Displays email details, including the email subject, TO/CC fields, email controls, and the editor. A maximum of one email can be displayed on the left side. The directory used for collaborative scenarios is incorporated into the email.
• Chat: Displays the chat conversation along with chat controls. There can be one chat displayed on the left side. The directory for collaborative scenarios is displayed in a modal.

The add-ons in the Buzzeasy agent application are as follows:

• Customer Data: Contains information about customer data and incorporates the Activity History, showing the task history for the customer, as well as the Case component if the feature is enabled.
• Scripting & External Page: Contains customized scripts and/or an external page displayed to the agents.

Customizing the Agent Layout

Supervisors can customize the layout of the agent application during a conversation by setting the percentage each side (left or right) should take. The vertical split is defined through the portal.

To achieve this, navigate to Buzzeasy Portal > General > Agent Layout. Create a new layout and set the desired vertical split.

Note

The Buzzeasy agent application supports various screen sizes. If the configured layout does not meet Buzzeasy's minimum width and height requirements, it will adjust accordingly for the agent.

This will then be assigned to an Agent Workspace based on the desired media type, allowing supervisors full flexibility to configure a different layout for each media type per queue.