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Unified Agent Desktop Updates

Agent Panel Visual Modifications

 

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 Collapse Menu button (three horizontal bars) in the upper left part of the panel.

Collapse Menu 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 by clicking the Arrow button in the in the upper left part of the panel.

Arrow button in UAD

If the agent panel is collapsed while agent is in Call, call controls are minimized to be available for the agent in a separate pop up screen.

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 agents.

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.

 


 

  • Agents can only initiate chats with other agents.
  • Agent chat records are not stored in the voice portal. Chats are only stored for the duration of the session. Once agent logs off, the chat history is deleted.
  • Agent can receive or send instant chat messages to other agents regardless of their current status (Ready, Not Ready, In Call, etc.)

 

International Manual Dialing

 

This version introduces international dialing via manual dial services. Once this feature is configured, agents can dial international numbers (up to 13 digits). To dial international number, agent should press and hold the 0 (zero) button until the + symbol appears in the phone entry space, then follow with entering the number beginning with country code. Alternatively, agents can enter the + symbol using their keyboard. For configuration details, see User Enhancements U9 section.



Manual dialing key pad


10-Digit Input Requirement 

When the agent is in contact list widget (click to dial), the agent can select a contact, and click in the phone icon.  A 10-digit input requirement is enabled by default. Agent will be presented with a dialog asking to re-enter the 10-digit phone number.

 

 

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



 

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 Panel

 

This version allows agents to access and use Designer panel if enabled by administrator.
Once signed into the Agent Desktop, agents need to enter the credentials provided by the administrator to sign into the Designer panel.

Designer panel sign in

Once signed in, agents will 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).

Designer panel in agent desktop

 

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


The 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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