Profile

Click the profile icon to:

1. Set your availability status
2. Set your working location. Choose from ‘Home, ’Office', or enter a custom location.
3. Enter a message which is visible to other agents and supervisors when they search for another agent. E.g, Ethan has searched for Ava and see she has entered a custom message. 

4. Log out of the client. 

Favourites

You can mark contacts as favourites so they are quick to access. You can create your own contact groups and populate them with users from the system or add your personal contacts.
 

Adding a contact as a favourite

Search for a name or contact number

Click the 3 dots in the top right of the contact card

Click ‘Mark as favourite’

Adding a new group

1. Click on the Favourite icon
2. Click at the top, on the 3 dots
3. Choose the option ‘New contact group’
4. In the pop-up window, fill in a name for your contact group and click the ‘OK’ button to save it. 

Now you can find your new contact group in the favorite list and in the directory.

You can edit or delete your personal contact group with the 3 dots in the top corner of the group contact card.

Creating a new contact

1. Click on the Favourite icon
2. Click at the top, on the 3 dots
3. Choose the option ‘New Contact’

In the pop-up window, enter the relevant information and click on ‘Save’ and then click the ‘x’ to close the pop-up.

Deleting a contact

Once a contact has been created in the favourites section, it can be deleted by selecting the 3 dots on the contact card and clicking ‘Unmark as favorite’.

Directory

The directory tab is automatically opened when the contact search bar is used. The directory can be used to search for:

Description	Icon
Agents (Icon changes depending on agents state)
External users created by the system administrators or supervisors.
External contacts. This is a directory of contacts created by the system admin and supervisors. It also includes a directory of phone numbers, e-mails, or web chats received on the system. External contacts are displayed when the above step 3 is clicked.
Groups To see the members of the group, use the 3 dots and choose for the option ‘Show members’.
Departments To see the members of the department, use the 3 dots and choose for the option ‘Show members’.
IVR Channel A channel is a phone number that is usually the start of a callflow, like the company main number.

Chats

One-to-one

Search for an internal user or agent.

Click the 3 dots in the corner of their contact card.

Click ‘Chat with user’.

 Group chat

1. To create a group chat, click on the chat icon in the menu bar
2. Click ‘+' to create a new group chat.
3. In the pop-out window, enter your group chat subject and toggle the users/agents you want to include.
4. Click ‘Save’
5. Once created, you can click the
   1. pencil icon to edit the group
   2. bin icon to delete the group
   3. downwards arrow to expand the window and start typing

• The Users that are not online, will receive a chat notification as soon as they are logged in to the system.
• At the Chat icon, an number will appear to indicate a new chat has arrived. This is when you don’t have the focus on the Chat feature.
• Sending attachments is supported.
• Be aware there is no delivery notification or read confirmation.
• There is a message visible when the group members have been changed.
• A server configuration can delete chat messages automatically after certain days. This number of days is maintained by the Administrator

 

Voicemail

The voicemail menu icon shows a toaster notification if there are any new messages. Once you click on the icon, the voicemail panel is opened and will show the voicemail as seen below.

Besides the personal voicemail box, there may be group voicemail boxes configured. These voicemail boxes are set up in the Administrator application and you are assigned as a User or an Owner of this group voicemail box.

Depending on agent permissions granted by administrators, you can save, ‘play on phone’ (only applicable if an external telephone is being used) to and delete the message. 

Clicking on the downward arrow shows the media player allowing the agent to play and pause the message
 

The voicemail contains:

1. The name or telephone number of the caller. Note: Name is only shown if present on the existing users list, external users or external contacts.
2. The name of the voicemail box
3. Date and time of the voicemail

A waveform of the audio. Click the small icon to expand out the waveform.

The below image shows two voicemails, one has been listened to and saved (1) and the other is new (2).

Contactlog

The list shows your contact log history up to the past 28 days with a maximum of 250 calls. 

Incoming Calls
Outgoing Calls
Missed Calls
Transferred Calls
For Agents , the list also shows routed calls, regardless if these calls have been answered or not by you.

Email

Agents skilled to work on email interactions can use the email menu icon to view emails in the queue (also shown on left side of screen). 

You can use the drop down selection (1) to switch between different email accounts if there are more than one set up.

The status filter (2) can be used to switch between an array of different email statusus and the date filter (3) can refine the serach further.

Contact History

The contact history shows previous contacts with the searched caller that are registered by the system. For example, Carlos called the main line and chose the option for sales which Ava answered at 15:20 on 10/02.

Settings

Agents can use the settings tab to edit audio devices, log in and out of groups (if allowed) and much more. See the article ‘Agent Settings’.