Other Features
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.
![](https://files.readme.io/512ea62-Notification.png)
Agent Pause
Agents can take breaks by clicking the pause icon.
![](https://files.readme.io/5655b1f-Pause_.png)
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.
![](https://files.readme.io/ec1f547-Send_SMS.png)
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.
![](https://files.readme.io/064b463-Call_History.png)
Agent Performance
Provides metrics like answered calls, CSAT, top agents, and more.
![](https://files.readme.io/3a20c0d-Performance.png)
Exception Scenarios & Handling
In case of internet disruptions or issues, use the below options:
![](https://files.readme.io/cf9f2c0-Logout.png)
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.
![](https://files.readme.io/550cb86-image.png)
- 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
Updated 2 months ago