The following list describes the icons in the Thin Agent and Power Agent toolbar. Each icon opens a panel that enables you to perform the actions listed.
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— View the contacts waiting in the queue. -
— Place an outbound call, use a keypad during an active call, and view your call history. -
— Send an outbound email. It is only available if you are assigned to an outbound email skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. -
— View a history of the calls you have received and placed. -
— Activate an automated outbound phone skill that dials numbers from a calling list for you. -
— View a list of agents, including their current stateThe availability status of an agent., and skills where you can transfer calls. -
— View your schedule. -
— Schedule a reminder to call a contact. -
— View three reports on your performance. -
— View information about you and your instance of Agent for troubleshooting purposes. -
— Customize your Agent interface and set the number and urgency of messages recorded in the event log. -
— View logged notes about your activity for troubleshooting purposes. -
— Submit suggestions and issue tickets to your administrator. -
— View a list of your agents currently on an active call and monitor, coach, barge, or take over calls. It is only available in Thin Agent. -
— Pin Power Agent on your computer desktop for easy access. It is only available for Power Agent. -
— Log out of Agent and end your session.
