Agent Desktop with Designer Panel

An Agent Desktop that is designed by using the Designer tool is a U-CRM Agent Desktop. A U-CRM Agent Desktop displays the following panels:

• Agent panel (left side): Contains a dial pad and options to contact customers.
• Designer panel (right side): Contains the configured components that can contain contact information (CRM), performance statistics, or targeted scripts to guide you when performing specific activities. 

Whether an agent sees the Designer panel on an Agent Desktop depends on the service to which the agent is logged in. If a service is assigned to an Agent Desktop with the Designer panel and the agent logs in to this service, the Designer panel is displayed to the agent.

The components that appear on a U-CRM Agent Desktop depend on the configuration of the Designer Desktop that is assigned to the Agent Desktop. This configuration is set by your manager through the Designer tool. Depending on the configuration, you can use a U-CRM Agent Desktop to:

• Manage accounts, contacts, and tickets.
• Initiate calls; send emails and SMSes; and chat with customers, agents, and managers.
• Review scheduled callbacks.
• View the interaction history of contacts.
• View activities or tasks assigned to you.
• View your schedule and request swapping of shifts and leaves.
• View statistics pertaining to your productivity, term code distribution, and time distribution.
• Use the Knowledge Base (KB) portal.
• Access external web applications.

Show Me How

This video shows how to use the Developer Tools to record problems you might be having on the ADN application, and send the log files to LiveVox Customer Care.