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Agent Console

Agent Console is viewable on the main menu bar. This allows agents control over voice and instant messaging sessions.

The Agent Console appears as a separate window if accessed from the administrative website (Figure 1) or as an extended pane in the user’s Skype for Business conversation window (Figure 2).

Figure 1 Agent Console window

Figure 2 Agent Console pane in Skype for Business conversation window

Call Control

Use the buttons at the top of the Agent Console window to control calls (Figure 3). Depending on the configuration and state of the session, different buttons may display. Buttons display tool tips when hovered over with the pointer.

Figure 3 Agent Console call control buttons

Details

Click this to add notes about a call or tag the call with a disposition and/or sub-disposition, which will be used for report sorting (Figure 4).

Text entered in the Conversation Note box will be saved with the call in Connect. If the same individual calls again, these conversation details will be visible to other agents. They will also appear when searching past sessions.

Click Save and Close to save the conversation details. Click Cancel to exit without saving.

Figure 4 Conversation Details

Start Holding

Click this to place the caller on hold with music (or messages for IM sessions). Click this a second time to take the caller off hold.

While the call is on hold, a timer will display the number of seconds the caller has been holding.

End

Click this to end the current call and begin after call work.

Record

Click this to start recording the current call. If the call is already being recorded, clicking this will have no effect.

Stop Recording

Click this to stop recording the current call. This is useful if sensitive information is discussed and should not be recorded. If the call is not already being recorded, clicking this will have no effect. This functionality will affect both audio recording and IM transcription.

Xfer to Invitee

This option appears when an additional participant is invited into the call. Click this to transfer the call to a new participant.

Eject Invitee

This option appears when an additional participant is invited into the call. Click this to remove the invited participant from the call.

(Transfer to) Agent

Click this to transfer the current call to another agent within your call center, consult with another agent while the customer is on the line, or bring an additional agent into the call with the customer. Agents that receive a call this way will have access to the full Agent Console and their time spent on the call will be included in Connect call metrics.

Users can search for agents by entering the agent name and clicking Search (Figure 5). The results will display the first few matches for that name.

Figure 5 Transfer to Agent window

A Star icon next to a user name indicates supervisor status. A Telephone icon next to a user name indicates external phone numbers configured as agents outside of the Clarity Connect system.

Four types of agent transfers are available:

  • Consult allows the two agents to speak alone while the caller is placed on hold before either bringing the other agent into the call with the customer, transferring the call to the new agent, or returning to the call with the customer without the new agent.
  • Transfer allows the call to be transferred to the new agent if he or she is available to take the call. The current agent will remain on the call with the customer until the new agent answers.
  • Invite brings the new agent into the conversation with the customer, after which the current agent can either eject or transfer to the new agent.
  • VM transfers the call immediately into the new agent’s voicemail box without ringing the agent. VM is not available for external phone numbers.

When consulting with an agent, there are three options (Figure 6):

  • Transfer ejects the agent from the call and transfers the call to a new agent.
  • Invite brings the agent currently being consulted into the call with the customer for a three-way conversation.
  • Cancel ejects the new agent from the call.

Figure 6 End call options

(Transfer to) Queue

Click this to transfer the current call to a selected queue from the list of queues (Figure 7).

  • Consult finds an available agent with the necessary skills for the selected queue and allows the current agent to speak with the new agent (if desired) before either bringing the other agent into the call with a customer, transferring the call to the new agent, or returning to the call with the customer without the new agent.
  • Enqueue immediately ejects the current agent from the call and places the customer in line for the new queue in the position the customer would be in had he or she initially been in that queue upon connecting.

Figure 7 Transfer to queue

(Transfer to) Contact

Click this to transfer or consult with a user not configured as an agent in your contact center. When transferring a call in this manner, the contact being transferred the call will not have access to the Agent Console and his or her metrics will not be recorded.

The window shown in Figure 8 and Figure 9 appears when clicking the Contact button.

Figure 8 Search for a contact by phone number

Figure 9 Search for a contact by e-mail

Four types of contact transfers are available:

  • Consult allows the agent and contact to speak alone while the caller is placed on hold before either bringing the contact into the call with the customer, transferring the call to the new contact, or returning to the call with the customer without the new contact.
  • Transfer allows the call to be transferred to the new contact if he or she is available to take the call. The current agent will remain on the call with the customer until the new contact answers.
  • Invite brings the new contact into the conversation with the customer, after which the current agent can either eject or transfer to the new contact.
  • VM transfers the call immediately into the new contact’s voicemail box without ringing the contact. VM is not available for external phone numbers.

When consulting with a contact, three options are available (Figure 10):

  • Transfer ejects the agent from the call and transfers the call to a new contact.
  • Invite brings a new contact into the call with the customer.
  • Cancel ejects the new contact from the call.

Figure 10 End a call

Context Tabs

The Agent Console loads any contextual information available for the current call in the context tabs section. Click the Customer Details, Conversation History, Conversation Details, or Call Flow Details tabs to access information on the current call (Figure 11). The Call Flow Details page loads either details relating to the call or a URL configured via a CRM or ticketing integration.

Figure 11 Context tabs

Instant Message Prompts

IM prompts are visible in the upper right corner of the Agent Console (Figure 12). Select a prompt from the drop-down menu to immediately send that prompt’s text to a customer. Supervisors can configure IM prompts on the administrative website under Handling > IM Prompt Maintenance.

Figure 12 IM Prompts

Metrics

A metrics bar displays several statistics in the lower view of the Agent Console (Figure 13):

  • Talk indicates how long the agent has been connected with the customer.
  • Session indicates how long the customer has been on the phone or in an IM session, including time spent navigating through the voice menu and time spent speaking with agents.
  • # Queued indicates how many calls are waiting in queues for which the agent is skilled.
  • Available Agents indicates how many agents are currently available to take calls in queues for which the user is skilled.
  • Your # Handled indicates how many calls the agent has handled that day.

Figure 13 Agent Console metrics bar

Supervisor Agent console

When a supervisor joins a session using the Dashboard, he or she can control session participation level using the additional buttons once in the Agent Console (Figure 14):

  • Details allows the supervisor to read notes about a call or view a call’s disposition and/or sub-disposition, which are used for report sorting (Figure 4).

Text entered in the Conversation Note box will be saved with the call in Connect. If the same individual calls again, these conversation details will be visible to other agents. They will also appear when searching past sessions.

Click Save and Close to save the conversation details. Click Cancel to exit without saving.

  • Barge In will notify all conversation participants the supervisor has joined the call. The supervisor will be seen/heard when this option is selected. This option is only available if the user has already silent or whisper joined the call.
  • Start Whisper is available once the supervisor has joined the call. This feature allows the supervisor to only be heard by the agent upon joining the call. The agent will also be notified when a supervisor whisper joins so he or she won’t be surprised when hearing a new voice on the line or seeing the supervisor’s IMs.
Supervisor IMs are sent to participants using the same logic as above.

Figure 14 Supervisor Agent Console