An employee in the contact center who takes service calls and processes subsequent data at a computer. In the system, an object that represents an employee in the contact center. In client-server applications, the part of the system that prepares and exchanges information on behalf of a client or server application. In a business role, a human resource whose primary role in the business consists in the handling of interactions.
A general term for someone who handles customer inquiries and support in a contact center. Besides handling telephone calls, agents also can be skilled in answering e-mails, holding chat sessions, and other contacts with customers using other media types. Also referred to as a customer service representative (CSR), sales representative, rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant, or specialist.
In Workforce Management (WFM), a database object that is imported from the Configuration Database and represents a contact-center employee.
A Person object in Configuration Manager, where the Is Agent check box is selected.
In Premier Edition Cloud, a contact-center employee who handles calls, chat sessions, or emails, and processes this information using the VCC Agent Dashboard application.
The Dashboard view helps you to better monitor real-time service levels and other statistics for your team (supervisor and agent) or contact center (administrator). These statistics are displayed as collapsible widgets. Open this view by clicking the Dashboard tab at the top-left of the screen:
The Dashboard view is divided into the following:
What can I do with this view?
- scroll through all the queues, eServices interactions, and skills that you are monitoring
- view the Queue and Skill Service Levels
- view the current activities for all active agents that you are monitoring
Can I allow agents to see the Dashboard view?
If enabled for your contact center, users who only have the agent role can log into VCC Dashboard and access a read-only version of the Dashboard view.
This feature enables agents to know the availability of other agents without the risk of these users making changes to contact-center operations.
How do I personalize this view?
You can sort widgets by various criteria, depending on the statistics available in the widget.
Click to sort in ascending or descending order.
Click the link beside the sort order icon to change the sorting critera.
Pinned widgets are always displayed at the top, even when sorted.
You can pin one or more widgets so they always appear at the top. If you change the sort order, pinned widgets are sorted first, then widgets that are not pinned.
To pin a widget, click the pin icon beside the widget.
To remove the pin, click the pin icon again.