Agent Dashboard Part 1 - Dashboard

Updated: May 31, 2024

The agent dashboard is the control center for users with agent roles. It provides contact functionality for calls, SMS, emails, voice mails, scripts, calendar events, notes, connectors, as well as the ability to join campaigns and queues.

Dashboard Navigation Tab



A) Agent Status Bar



This status, known as the "Agent Status," declares an agent's availability. Agent statuses can be manually selected from the drop-down menu if the setting for that status has "Agent Can Select" enabled. If it's disabled, the status only changes when on a call or when the call ends.

B) Dial Pad (Webphone)



The dial pad or "webphone" provides telephony capabilities such as inbound/outbound dialing, internal/external transferring, call-forwarding, and 3-way conferencing.

• Outbound Dialing: Dial out by A) by placing the cursor on the "Enter a Number" section and type the number or extension on your keyboard or B) press the digits on the dial pad. Then press the green phone icon to initiate the call.
  • *There is another way to dial out using the contact form, which will be explained further in the article.

The browser may require the agent to allow access to the microphone. Ensure that Call Tools' website is allowed access by clicking Done.

• Inbound Dialing: When an inbound call rings on the agent dashboard, the dial pad will display call accept or reject icons.
  

• Transferring/Conferencing:  To initiate a transfer or conference during a call, click Transfer.

Then click Keypad Entry or Predefined Destination. If "Keypad Entry" is selected, enter a phone number or extension. If "Predefined Destination" is selected, find the destination in the search field.



Then click Complete Transfer to transfer the call, 3 Way to create a conference, Swap to switch between the contact and the 3rd party or Abort Transfer to terminate the transfer/conference attempt.



If a 3-way conference is created, to terminate the conference, click Hang Up Transfer Call.



C) Connectors

Connectors are agent dashboard buttons that can be customized to execute a variety of tasks when on a call. Connectors can trigger browser HTTP GET and POST requests, automations, and initiate call transfers or speed dial actions. (Read more about Connectors).

This section that makes up the status bar, dial pad, and connectors remains stationary as the user navigates the dashboard. This is useful as it allow the agent to access different areas of the dashboard while on a call. The layout can be changed by going to User Profile Settings > Agent Dashboard.

D) Contact Table

The center of the page displays a contact table with various sub tabs. (See below)



Contact. This tab displays the contact's information. Any information that's available during the creation of the contact, whether phone list upload, API, or manual creation, is displayed in this table. "DNC" and "Mobile" statuses are displayed as well.

Below the contact's information is what are called "Meta Fields." These fields display data such as: "Contact ID," "Created On," "Owned By," and "Last Outbound Call" to name a few. As contact is made throughout the customer's journey, these value update.

Lastly, the lower section of the table can be customized to display notes, agent scripts, or connectors.

*Manual Outbound Call to the Contact

When the contact form has populated a contact's phone number, an outbound call can be manually made to the contact. Within the "Contact" sub tab, under "Phone Number," click the blue phone icon to place the call. Additionally, you can also click the green phone icon as well.



SMS. This tab displays SMS conversations with the contact. It provides severals features: an SMS conversation history viewer, an SMS template selector, an option to select different phone numbers to SMS, and the "Message" section where the text is composed. If the DID is MMS-enabled, attachments can be sent. Click the paper clip icon search for an image. Click Send to deliver.

Email. This tab displays outbound emails sent to the contact. It provides several features: a history viewer of email sent, an email template selector, an option to select different email addresses to email and the email composer. The email composer consists of "Send To," "From," "Subject" line, and the message body to write the email. If an email template with HTML formatting is used, ensure Is HTML is enabled. Click Send to deliver.

Agent Scripts. This tab displays any current scripts available to the agent. There are account level scripts that are available on every call. There are also queue and campaign level scripts that change depending on the call's scenario.

Notes. This tab displays a history of all notes taken for the contact. Click Create Note to compose and click Save Note to finish.

Calendar Events. This tab display calendar events for the contact. Calendar events are scheduled reminders related to contact. For example, a calendar event can be a call back, task, presentation, follow up or anything that requires an action to be taken on the contact.

History. This tab displays a history of actions taken on the contact. For example, all forms of contact, connector button clicks, automations, tagging, dispositioning, calendar events, goals, and many more actions are stored.

Contact Quick View Section



On the left side of the page, there are three sections displaying a quick view of the certain contact information. The "Contact" section displays basic personal information, the "Tags" section displays tags that are current attributed to the contact as well as the ability add, remove, and create tags, and the "Create Note" allows the user the create a note.

Save Contact. When ever changes are made to the contact, click the Save Contact button, located on the lower left side of the page, to store any changes.


Next Article: Agent Dashboard Part 2 - Campaigns & Queues