Agents have access to the following top features:

Agent Notification

Agents receive admin chat broadcast notifications at the top of their screen. The bell icon turns dark.

Agent Pause

Agents can take breaks by clicking the pause icon.

Agent sending text messages

NOTE: This feature is available through an applicable role in the system. Please check with your administrator for further details.

To send SMS to customers, agents click the messaging icon. Below is the interface.

Key Outbound Message points:

Phone field is prepopulated if texting a customer while on call, else it is empty.
Phone number format: E164 (+14089088345, +44987345678).
Templates enabled by the administrator come up in the dropdown.
Agents can edit templates in the text box.

Call History

Agents can see the recent calls from customers. Contact your administrator to enable this feature.

Agent Performance & Dashboard tab

The Performance and Dashboard tabs, provide metrics like average talk time, top-performing agents, login details, pause reasons, Avg After Call Work Time (ACW), Average Hold Time(AHT), etc.

Exception Scenarios & Handling

In case of internet disruptions or issues, use the below options:

Each of the options serves a specific purpose as outlined below:

Force to Ready State: Transition from Busy or ACW to Ready.
Refresh: Resend events if network issues.
Logout: Log out from the system.

Number Masking

Customer phone numbers can be masked in the following format on the Agent toolbar. This is applicable both for inbound & outbound scenarios.

Admin can enable this using the 'Show Customer Number from Last N Numbers' setting under 'Admin Settings'
- Ex: If 'N' is set to 4 - then the last 4 digits are visible for the Agent
This masking is applicable everywhere in the agent login wherever customer's phone number is visible

Agent Toolbar Keyboard Shortcuts

Agents can use the following shortcuts to navigate and interact with the toolbar efficiently. These shortcuts are also designed to support visually impaired agents, ensuring accessibility for all users. These shortcuts are compatible with Mac OS as well, where the ‘Option’ key replaces the ‘Alt’ key.

Action	Shortcut	Description
Switch Mode	Alt + M	Switch between different modes (e.g., call, chat, etc.).
Accept Call	Alt + A	Accept an incoming call.
Reject Call	Alt + R	Reject an incoming call.
Conference	Alt + C	Initiate conference calls with multiple participants.
Transfer	Alt + T	Initiate call transfer.
Hold	Alt + H	Put an active call on hold.
Mute	Alt + M	Mute/unmute the microphone.
Keypad	Alt + K	Open/close the dialer keypad.
Hangup/Disposition	Alt + D	Hang up the call and open the disposition window.
Submit Disposition	Ctrl + S	Submit the disposition information and close the window.
Agent to Agent Call	Alt + Shift + A	Open the Agent to Agent Calling window.
Performance Tab	Alt + P	Open the performance tab.
Outbound Message (on Call)	Alt + Shift + O	Initiate an outbound message during a call (from call controller).
Outbound Message	Alt + O	Send an outbound message to a customer (general).
History	Alt + H	View call history or logs.
Notifications	Alt + N	Open notifications panel.
Force Ready State	Alt + Shift + R	Force the agent to enter the ready state.
Change State to Ready	Alt + Shift + Y	Change agent state to ready.
Change State to Pause	Alt + Shift + P	Change agent state to pause and select a pause reason.
Audio Settings	Alt + Shift + S	Open the audio settings window.
Dashboard	Alt + D	Open the dashboard.