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How do I use the Main View?

The Workspace Main View

After you successfully log in, the Agent Desktop Main View is displayed in your browser window. The Main View is like a personal control panel for your contact center. The Main View enables you to:
  • Manage your status
  • Start new interactions (phone calls and email messages) with people in your company or with contacts by using the Team Communicator
  • Manage your calls and view your Dashboard
  • Manage your active interactions by using the Interaction Bar

Overview

Use the Status icon to manage your global Ready/Not Ready status.

Tabs

The Main View enables you to perform many of the tasks that are essential to managing your channels, campaigns, KPIs, workbins contacts/customers, and messages. Use the tabs in the Main View to access the most common features that you use every day.

  • My Channels—Set your Ready/Not Ready status on individual interaction channels, such as voice, chat, and email. Note: Not all channels are available in all environments or for all agents.
  • Dashboard —Enable you to view your latest statistics (KPIs) and alerts.

The Supporting Views Menu

The Supporting Views (IW Supporting Views Button 850.png or Workspace Menu) enables you to access all of the views available to you, including returning you to the tab views. Click this menu to perform tasks, including the following tasks:

Making Calls using Team Communicator

The Team Communicator lets you to start a call with internal (in your company) people or a call or email (if available in your environment) with external (outside your company, including contacts and customers) people to help resolve a particular customer case or for other purposes, such as a follow-up call or a meeting.

Team Communicator

You can also use Team Communicator to call or email (if available in your environment) a customer directly.

Interaction Notification

You are notified of a new inbound interaction in the Interaction Preview, a small dialog box that is displayed in the bottom right corner of the Main View. The Interaction Preview usually gives you the option to accept or reject the interaction.

When you accept an inbound interaction or start a call or email (if available in your environment) someone, the Interaction Bar is displayed in the Main View.

Opening the Help Documentation

Select Help VCC2.5.9 VCCAgent Help Button.png in the top right corner of your window to access this information about VCC Agent Desktop.

Workspace: Managing Your Dashboard

Click the Workspace tab to view and manage your:

Manage Your Workbins

A workbin is like a personal queue, in which you can store e-mail and other interactions that are to be handled later.

The Workbins button displays the Workbins view, or from the Workbins drop-down list, choose one of the following workbin views:

  • Workbins — For all agents, a view of your personal workbins.

To view another workbin, select it in the Workbin explorer on the left-hand side of the view.

The list of available workbins depends on the configuration of your system. The default selected workbin is the first workbin in the list that is specified by your system administrator. Some of the workbins which might be configured for you include:

  • In-Progress — Contains inbound e-mail
  • Draft — Contains outgoing e-mail messages that have been saved as draft

Managing Your Interactions

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Use the Interaction Bar to manage interactions.

Whenever you have one or more active interactions (an interaction is a call, an email, or a chat), the Interaction Bar appears at the top of the Main View. Each interaction is represented by a control bar, which you can use to perform basic actions that are specific to the interaction type, such as ending a call. Note: Not all channels are available in all environments or for all agents.

If you place your mouse pointer over an interaction in the Interaction Bar, a tooltip appears, which summarizes the content of the interaction. This information includes a summary of all the interactions involved in this thread, as well as any consultation interactions that are related to the interaction.

See the Team Communicator topic for more information.

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This page was last modified on August 26, 2016, at 03:24.