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Unified Agent Desktop Updates

Agent Panel Reskinning

 

With this version, the agent panel can be collapsed or expanded so that more or less space is given to widgets.  With a collapsible Agent panel, agents are able to maximize their desktop screen for any widget based application. Agents are now able to collapse the agent panel on their Unified Agent Desktop by using the hamburger (tribar) button in the upper left part of the panel.

Hamburger (tribar) button in UAD

Clicking this button will minimize the control window and the widget area will be maximized.  You can return to the original view clicking the arrow button in the area as the hamburger button.

Arrow button in UAD

When the agent panel is collapsed, during In Call state, call controls are minimized in a separate pop up window.

Minimizable Call Control pop up

Agent to Agent Chat

Previously, only supervisors were able to contact agents from the voice portal to initiate chats. With this enhancement agents can initiate the chat with other agent and supervisors.

When this feature is enabled, agents are able to search for available agent by agent name (left panel on the Chat tab) and start a conversation. Agents that have un-viewed chats from either a supervisor or another agent will see a numerical indicator next to the CHAT icon of how many unread messages they currently have

 


 

  • Agent chat records are not stored in the voice portal.
  • Agents connected to the voice portal are available for chat regardless of their current status (Ready, Not Ready, etc.)
  • Agents In Call status are able to user agent chat without the need to disconnect from the call.

 

International Manual Dialing

 

This version introduces international dialing via manual dial services. Once this feature is configured, agents can dial an international number. Select and hold the 0 (zero) button,  the + symbol gets entered which signifies an international dial. Alternatively, agents can enter the + symbol using your keyboard. For configuration details, see User Enhancements U9 section.


Manual dialing key pad


10 Digit Input Requirement 

This release offers users the ability to require a 10-digit entry for the Contact List (aka Click-to-Dial) widget.  This option is configurable and disabled by default and can be enabled by Client Services. When enabled the agent is required to type in the phone number.

When the agent is in contact list widget (click to dial), the agent can select a contact, and click in the phone icon.  A a dialog appears, asking to write the phone number to dial.

 

 

The system validates if the phone is the same, and if its, makes the phone call.  If the wrong phone number is manually entered, the agent will be presented with the following message:


 

WebRTC Reconnect - client facing?

With this version, WebRTC agent desktop audio (Call Using Computer option) will now automatically reconnect in the event of connectivity issues.  Agents will see a message indicating, “Please wait…your audio path is being established” during a connectivity interruption. The customer will be placed on HOLD status automatically during this reconnection process.

If there is a multi-party conference then all parties will maintain their current call state.

Screen Recording Enhancements


Previously, the manual call recording controls were used to control (pause, resume, and stop) the audio recordings only.
With this version, the agents are allowed to use call recording controls as audio and screen recording controls if the functionality is configured by the permitted administrative users. For configuration details, see User Enhancements U9 section.

Call and Screen recording controls

Designer

 

Designer Panel

 

This version allows agents to access designer panel if enabled by administrator. Agents have the ability to navigate through the screens. The specific objects in the account detail screen can be different based on the account type of the account being viewed (this is set by administrator). They can search for records, update fields as allowed, create contacts, review data and initiate contact (call, email or SMS). Also, they can re-order Accordion objects by dragging an object up or down in the list.

Designer panel in agent desktop

 

Agents can search accounts when they are not on a call.


Persistent Designer Panel


With this version, the new Designer panel is always open and gets refreshed to that same panel when a new call comes in. Designer panel opens on agent login and persist throughout the agent session being refreshed on different events such as receiving a call. 

 
 
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