Introduction¶
The Console combines the workflows of Agents, Supervisors, and Contact Center Operations Managers. It allows them to communicate with customers, monitor operations in real-time, and access historical performance reports.
The Console allows agents to access Agent AI and execute conversational tasks. Agent AI seamlessly performs the following functions:
- Guide agents through conversations by providing response suggestions.
- Find information from an external system or knowledge base.
- Provide structured training and coaching to Agents.
Access the Console¶
To access the console, follow these steps:
- Click the Console icon on the left panel.
The Agent Console is displayed.
The Agent Console is an agent’s primary working area consisting of the following panels:
- The Conversation Tray
- Incoming Interactions (Next Customer notification)
- Live Interaction Pane
- Additional Tools (Agent AI Widget, History, Actions, Responses, User Info). The layout and components can be customized. Learn more.
Agent Features¶
The Agent Console has several primary agent features, including:
- Agent conversation tray with status-based filters, sorting, manual phone dialer, a list of conversations, and information on individual interactions.
- Incoming interaction notifications (in-app and system notifications with sound).
- Live Interaction panel for Agents and Supervisors to interact with customers. They can send attachments and secure forms, initiate an audio or video call, transfer conversations, and end interactions with a default or custom disposition code and closing remarks.
- Customer information, including interaction history and access to previous conversations.
- Agent assistance, including auto-suggested actions and responses, response history, and the ability to browse and use predefined, standard responses.
- Integration with third-party sites or systems via widgets displayed within the console.
- Customizable layout via Manage Layout.
Supervisor Features¶
The console offers several features that enable contact center supervisors to monitor agent activity, including:
- Activity view by Agent: Supervisors can view all agent activities, such as load percentages, queues, average times, and other efficiency metrics.
- Activity view by Skill: Supervisors can view agent skill points, such as overdue, ongoing, idle, expired, completed, transferred, dropped-off, total conversations, average handle time, and active and queued customers.
- Agent Console View: Supervisors can access the agent view on their console and perform actions.
- Context Chat: Supervisors can chat with a peer supervisor for a customer context and provide quick assistance.
- Conference: Supervisors can join a conference or group chat to have multiple agents assist customers in real-time.
- Take Over: Supervisors can take over an agent’s conversation with a customer to improve response.