Agent Menu

Check agent's status then left-click to select the most appropriate action for the current context.

 

 

 

Set Presence

 

If interactions are beginning to back-up even though you have scheduled enough staff, this may be due to an agent forgetting to log in. Use the Presence interface to log them in via the Agent Menu.

 

  1. Left-click the selected agent to access ClosedAgent Menu
  2. Select Set Presence
  3. Select Queue and press to log agent in

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    ClosedOther Presence states

 

 

 

Instant Message

 

You notice that an agent has breached an interaction threshold and is stuck on a phone call. Sending an Instant Message will allow the call to continue whilst giving the agent a chance to let you know more about the situation.

 

  1. Left-click the selected agent to access ClosedAgent Menu
  2. Left-click the selected agent within the Agent column

  3. Select Send Instant Message

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  4. Type your message in the text editor and press the icon or hit Enter to send

 

 

Administration

 

You attempt to contact the agent by dialling mobile but notice that the number is not associated to their extension. Use the Properties link to add contact information and related details like a profile photo, employee number and more.

 

  1. Left-click the selected agent to access ClosedUnified Communications menu

    2.  

  2. Select Properties
  3. Navigate to Numbers Tab > Mobile field and enter the number
  4. Press to save

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