Menu and Sidebar

After you log in and select your projects, you are navigated to your Agent workspace. Here you can navigate between different menu options or start working on items assigned to you.

Table of Contents

• Menu Options
• Dialer Mode
• Work Items
• Types of Work Items
• Upcoming Work Item
• Ongoing Work Item
• Interaction with Customer
• Interaction with Ticket
• Multiple Interactions with Ticket
• Multiple Interactions with Customer
• Ticket Work Item

Menu Options

You can navigate to various menu options on your Agent Workspace:

• Dashboard: It navigates you back to your Dashboard where you can see your Activities and Tickets.
• Custom call: It navigates you to the Custom call function, where you can initiate custom calls with extensions, other agents, or unique phone numbers.
• Browser: It navigates you to the embedded browser content enabled for you.

Dialer Mode

If you are logged in to a primary project that has an auto-dialer, like Predictive, Power, or Outbound IVR, then this will be displayed to you.

If you are currently on a break or on a call, then the animation will stop. The animation will also stop if you have selected to go on a break while you are still on a call.

If you are in Afterwork, then the animation will turn, indicating that you should expect a call from a dialer after finishing your task.

Work Items

On the Sidebar you will find items that you work with. These can be interactions, tickets, customers, or other items.
This section is split into 2 sections: Ongoing and Upcoming work items.

• Upcoming work items: Work items allocated to you from an interaction queue that hasn’t been opened yet. These work items are displayed based on priorities in your contact center.
• Ongoing work items: Work items allocated to you that you have already opened and you are currently working with. Items are displayed based on the time when they were last opened.

Note: In Upcoming work items, interactions follow this priority: 1. calls, 2. chats, 3. e-mails. The interactions that arrived at the earliest are displayed first.

Types of Work Items

Upcoming Work Item

A new upcoming work item is displayed to you with basic information about the interaction type, the customer, and the content.

Ongoing Work Item

Once you select an upcoming work item, it is displayed in your Ongoing work items.

Interaction with Customer

If a customer record is assigned automatically or manually to an interaction, then the customer’s name is displayed in the work item.

Interaction with Ticket

If a ticket record is assigned automatically or manually to an interaction, then a local menu is also displayed next to the customer’s name.

Multiple Interactions with Ticket

You may have multiple active interactions with the same customer in a Ticket, in this case, you can easily switch between the individual interactions.

Multiple Interactions with Customer

In case you have multiple interactions with the same customer, but they are not connected to the same ticket, then you can switch between them.

You can also minimize this view if you would like to.

Ticket Work Item

In case you have no active interactions in a Ticket, the Ticket’s data is displayed in the work item.