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VCC Agent Desktop

Agent Desktop allows agents to handle calls and other customer interactions such as chat and email. Agents can also manage their channels and system ready status, and communicate with other agents by transferring interactions, consulting about interactions, and conferencing calls.

Interaction channels

Agent Desktop currently lets agents handle the following types of interactions with customers:

The system directs customer interactions to the Agent Desktop. Agents accept or reject interactions from a pop-up notification on their desktop. The Agent Desktop has different features for each channel type to allow agents to control phone calls, compose emails, or engage in two-way chats.

Agents can manage their channels by using the My Channels tab of the main Agent Desktop window. This feature enables agents to log off of channels and to change their status from Ready to Not Ready, or from Not Ready to Ready.

Statistics and KPIs

The Agent Desktop also helps agents to keep on top of their key performance indicators (KPIs), personal statistics, and queue statistics.

The Dashboard tab of the main Agent Desktop window provides statistics about call handling, chat, email, voice, and queue statistics. Agent-specific statistics include the number of interactions that an agent handled for the shift, average handle time, average call time, average processing time, talk time, and wrap-up time. The statistics also include time spent in the Ready state and on-hold.

Queue statistics include the call waiting time for voice interactions, chat or emails pending waiting time, as well as the current maximum wait-time and average wait-time for callers waiting in this queue.

Managing internal interactions

Internal interactions are communications between agents and other people inside the company. These might include direct calls from person to person in the company, or consulation, conference, and call transfers by an agent while handling a voice, chat, or email interaction.

Supervisors might also use barge-ins or call monitoring to listen silently or communicate with agents and/or the customer. See How do I monitor calls? for more information about call monitoring.

How do agents transfer or conference interactions?

When transferring or conferencing a call, the agent can select a skill for the target agent. When calls are transferred, they can be:

A warm transfer is when the originating agent remains on the call during the transfer, while a cold transfer is when the agent transfers the call and is immediately disconnected from the call. The caller either connects to the target agent or waits in queue until the target agent becomes available.

For information about consultation, conference, and transfer, refer to these topics in the Agent Desktop Help:

What are capacity rules?

Capacity rules govern how many channel interactions (voice, chat, or email) that an agent can handle at one time. Agents will not receive new interactions from the routing engine if the following capacity rules are met:

Voice channel

Agents are ineligible to receive new interactions if they are already involved in:

  • 1 voice interaction


  • 1 chat interaction

Chat channel

Agents are ineligible to receive new interactions if they are already involved in:

  • 3 chat interactions


  • 1 voice interaction


  • 1 email interactions AND 1 chat interaction

Email channel

Agents are ineligible to receive new interactions if they are already involved in:

  • 1 interaction of any type (voice, chat, or email)
This page was last modified on September 15, 2016, at 12:26.


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