Manage Layout

The Manage Layout option lets you to add, delete, and switch between different layouts. While creating a new layout, you can add customizable widgets to the interface.

Notifications

Notifications are real-time alerts that keep agents informed about crucial events and updates. Notifications are essential in enhancing the user experience by improving responsiveness, productivity, and workflow management. By alerting agents about New Conversations, Messages from other Agents, Error prompts, Transfer Request, etc., notifications ensure that agents can prioritize their workload and deliver swift, personalized customer service.

The Notifications icon helps you choose preferences to get notified about upcoming events, agent responses, and the type of sound generated upon receiving updates.

Notifications is compatible with the following browsers:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge

Note

It is essential to check the browser and system settings to allow notifications to work properly. For example, Check if the browser pop-up and redirect are enabled, system DnD is disabled etc.

Steps to manage notifications:

1. Select the Bell icon on the top-right corner.
   

2. Select the Settings icon to view the available options.
   

3. You can manage notifications for:
   

   Notes

   1. The error prompt sound notifications apply only to console runtime errors and not validation errors on the configuration page.
   2. Web notification option is available for New Message from Customer, Message from manager, SLA Breach, Transfer Request, and New Conversation.

4. Select the name on the right corner to change the sound for a notification type.
   

Repeat Notifications

Repeated notifications for incoming interactions at configurable intervals can be enabled to ensure prompt attention to incoming conversations and transfers. This helps to:

• Minimize missed interactions.
• Improve response times.
• Enhance overall customer satisfaction and SLA compliance.

Enable Repeat Notifications

Steps to enable repeat notifications for incoming interactions:

1. Select the Repeat icon beside Incoming Interactions to enable it.
   

   Note

   The repeat functionality is not enabled by default.

2. The default timer is set to 5 seconds. Select the duration from the dropdown.
   

3. Select Save to update the notification settings.

Incoming Call Notification From Speaker When Headphones Are Connected

Agents can receive incoming calls and interaction notification sounds through their system speakers or monitor, even when connected to a headset. The conversation audio continues through the headset or default system audio device, ensuring clear separation between alert sounds and ongoing communication.

This option appears only on enabling the Incoming Interactions permission. Learn more.

It affects notifications for voice calls, consult calls, chats, and other events under the Incoming Interactions category.

When enabled, the notification sound plays on both the system speaker and the headset.

When disabled (default), the sound follows the default audio route (usually the headset).

Users can customize this setting based on their preference for alert audibility.

User Diagnostics

User diagnostics systematically assesses and analyzes network connectivity and device permissions to identify issues, optimize service delivery, and enhance user satisfaction. Using real-time monitoring, this tool helps resolve problems efficiently, improving agent performance, and ensuring a seamless customer experience.

The User Diagnostics (♡) icon is at the right corner of the Agent Console.

When an agent logs in to the Agent Console, the browser asks for microphone and speaker permissions. On granting permissions, the user diagnostics icon appears green. Hovering over the icon displays “Device connections are active.”

If device permissions are denied, the user diagnostics icon appears orange. A pop-up appears, prompting you to enable the settings.

Hovering over the icon displays “Device permissions are missing.”

Select Set Permissions to configure the device permissions.

Agent Diagnostics

Selecting the User Diagnostics (♡) icon displays the Agent Diagnostics page. There are three sections on the agent diagnostics page:

1. Audio Device,
2. Video Device,
3. Connectivity.

Audio Device: You can check your microphone and speaker by recording and playing an audio clip.

Steps to check your audio device:

1. Select the Speaker and Microphone from the dropdowns on the Audio Device tab.
   

2. Select Start Recording to record the audio.
   

3. You can record up to 12 minutes of audio. Select Stop Recording to stop the recording.
   

4. Select Play.
   

   A confirmation message displays if the audio device detects no issues.

   

   Note

   If you cannot hear the audio, check the volume, try a different speaker or microphone, or check your Bluetooth settings.

Video Device: You can check your camera by seeing if your video is visible.

Steps to check your video device:

1. Select the Camera from the dropdown on the Video Device tab.
   

2. Check if your video is visible. If yes, there are no issues with your video device/camera.
   

   Note

   If you don't see your video, select another camera. If the camera is not part of your computer, check your settings to ensure your system recognizes it.

Connectivity: You can evaluate the client's network access by checking the connectivity, bandwidth, and server reachability through a loopback connection to our telephony infrastructure.

Connectivity, Bandwidth, and Server Reachability Tests: Users can run a connectivity test to verify STUN or TURN results, ensuring their network supports real-time communication. They can also initiate a test call that sends a static audio stream and returns metrics such as jitter, packet loss, and MOS, helping to assess call reachability and audio quality.

Administrators can view detailed test results to diagnose and resolve connectivity or audio issues efficiently.

Steps to perform the connectivity, bandwidth, and server reachability tests:

1. Select Start Test.
   

   The progress is displayed.
   

2. When the test completes, the detailed test results appear. You can copy the result by selecting Copy Results.
   

Note

This feature is only available when using a Kore Twilio account. It's not supported for SIP trunk setups.

Connection Handling

If the internet connection is lost, a message appears at the top of the agent console page.

The system automatically attempts to reconnect to the network. If it fails after several tries, a message instructs you to reload the page.

Features

The three monitoring icons, CSAT, Completed, and Average Response, provide details on the completed tasks, in-progress conversations, response time, and customer feedback.

CSAT (Customer Satisfaction) triggers under the following conditions:

• In all digital and voice channels, both for user-side and agent-side chat termination:
• Out of Hours of Operation: CSAT triggers when a conversation occurs outside of the designated hours of operation.
• Queue Max Timeout: CSAT triggers when a conversation remains unaccepted or unassigned to any subsequent agents due to reaching the maximum queue timeout.
  

Agent Status

The Status icon lets agents to show customers whether they're available for the conversation or not.

Agent Profile

The Agent Profile icon is located on the top-right corner of the console.

Selecting the profile displays a window that lets an agent to change their login and contact details.

Selecting Logout lets an agent to exit AI for Service.

App Language

You can choose the language for the Agent desktop application from the following language options:

• English (United States)
• Japanese (Japan)
• Korean (South Korea)

Note

The language selection does not apply to the XO Platform.

Steps to choose the app language:

1. Select App Language.
   

2. On the App language pop-up window, choose the language.
   

3. Select Save.
   

   The app language updates and displays a confirmation.

Add Users to Multiple Accounts

You can add all users (Agents/Supervisors/App Owners/App Developers/App Testers) to multiple accounts.

During Sign-in, the user can choose the account and set it as default.

Note

If the user has multiple accounts, they have the option to mark one as the default.

After the user has signed in, they can switch between accounts. The system displays the account name on the top-right corner.

Adding New Layout

To configure the responses under a new layout for a particular conversation, follow these steps:

1. Go to Console > Manage Layout > + Create New. A new layout page displays with the available widgets on the left-side panel.
   

2. Drag the required widgets to the right side of the layout page.
   

3. Enter a Layout Name for the new layout and select Save.
   

Adding Agent AI Widget to a Layout

The example illustrates the process of adding the Agent AI widget to a layout.

Maximize External Widgets

The Maximize Widgets enables agents to expand external widgets in the Agent Console to a larger, resizable view. This allows agents to access complete information within widgets without changing the fixed layout configured by supervisors or admins. Only external widgets display the maximize option.

Steps to maximize external widgets:

1. In the Agent Console, a Maximize icon appears on the external widgets.

2. Select the Maximize icon.
   

   • The widget expands in a full page view within the application interface (not a separate browser window).

   • The expanded widget occupies the screen and remains resizable and draggable within console boundaries.
     

   • A disclaimer appears in the original widget tab: “The information in this widget is now displayed in the expanded view.”
     

3. Interact with the widget in the expanded view.

Note

Only one widget can be maximized at a time.

1. Move between conversations if required.

   • The maximized widget automatically refreshes and displays content relevant to the selected conversation.
   • For widgets not tied to conversations, the widget remains available in the expanded view regardless of conversation context.

2. Close or minimize the expanded widget.

   • The widget returns to its original position and size in the layout.
   • The overlay dismisses when the agent closes or minimizes it manually.

Refresh a Widget

The widget level refresh enables customers to refresh a widget individually, eliminating the need to refresh the entire application, and keeping widgets up-to-date with the latest information.

The refresh is available only when the user is within that specific widget. Selecting this option refreshes the widget with the most recent data.

Users can refresh widgets by refreshing the entire application.

Chat

The Chat feature permits internal communication between agents and supervisors. It provides real-time help to customers to solve product-related queries. Customers prefer live chat for quick query resolution. With live chat, you can provide customers with a method to contact you when they have questions or problems that they're unable to answer.

Clicking the Chat icon opens a new display to view the available agents, search for a particular agent, see chat history, and call the agent.

Help

The purpose of Help is to assist users in understanding and using the interface by providing contextual guidance, instructions, and troubleshooting tips directly within the application.

The Help icon is located in the top-right corner.

Select the help icon to view the following support options.

• Introduction to AI for Service
• Help & Documentation
• Community
• What's New in v11.x.x
• Contact Us
• Academy
• Submit a Request
• Report voice issue for current call - When an agent faces any problem related to the agent console, they can report an issue.
  

Reporting Issues for Voice Calls

Select Report voice issue for the current call to display a pop-up with the following information:

1. Select the category of the issue from the following options, and select the issue from the available options:

   • Audio Clarity
   • Connection Problems
   • Voice Transmission
   • Other Issues (Please specify below)
     

2. Add a brief description of the issue and upload a screenshot.
   

3. Select Submit. A notification appears, and a pop-up displays.
   

   Select Done to close the Window or select Download Logs to export the logs. The communications team receives a report by mail to analyze the issue.

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