Agent Desktop User Interface Guide

2023-05-29 784 Words 4 Minutes

Introduction

This manual describes the features for Farlon Agent Desktop, a unique Contact Center solution with agent and attendant functionality combined. Farlon Agent Desktop can help your Contact Center increase customer satisfaction by improving productivity and significantly increasing first contact resolution. Farlon Agent Desktop makes workflow more efficient for all Contact Center employees. It is user-friendly and customizable to your way of working. And it is built on Cisco UCC Contact Center technology, ensuring advanced Contact Center functionality.

Note: Some features described in this manual may not be available for your Contact Center.

Intended Audience

This document is written for Contact Center supervisors, agents and attendants.

User Interface

Farlon Agent Desktop user interface

1 Title bar
Bar shows your name, agent ID, the switch you are connected to and you current agent status

2 Tab menu
The menu contains the following tabs:

  • Phone
  • Tools
  • Statistics
  • Supervisor (available only for supervisors)
  • Transfers
  • Phone Book
  • Contacts
  • Web Browser
  • Setup

3 Function buttons
Panel contains tabs that each display button panel organized into groups.

NOTE: Hover the mouse cursor over a button to bring up a tool tip window describing buttons function and shortcut.

4 Agent State Line
Line displays a color indicating the agent’s current status.

  • Not Ready - Red
  • Ready - Green
  • Reserved or Work, Ready - Yellow
  • Talking - Blue

5 Call list
List displays calls you are currently managing. You can manage up to two calls at the same time. A text/symbol indicates the actual state for each call.

  • Alerting – Your phone is ringing
  • Talking – You are connected to the caller and can speak into the receiver
  • Failed – The system failed to establish the call
  • Held – An active call is on hold and the recipient cannot hear you. The recipient will typically hear music or a tone indicating the call is on hold
  • Initiated – You initiated a call to a second party. The call will continue in this call state until it is answered or disconnected
  • Queued – The call is placed in a phone queue
  • Disconnected - The call is disconnected
  • Inactive – The call ends and is removed from the Call List

6 Presentation window
Windows shows presentation text for the call being answered. The text displayed is related to the current organization to which the call came.

7 Queue Barometer
It shows skills based statistics for your groups: calls in queue, agents in Ready state and longest wait time. NOTE: If you are the last agent leaving the group, the system will show a popup box to inform you. You can move the Queue Barometer to another position or hide it. For each skills group there is a skill group alarm. The skills group alarm shows you the actual phone queue situation for each skills group.

Skills group alarm states are: Informational, Warning, Moderate, Serious, Critical and Crisis

8 Data Area
This area content depends on the open tab.

  • Statistics - Detailed statistics on agents, skill groups and telephone traffic.
  • Transfers – a built-in switchboard with a queue list for transferring a call to a relevant queue.
  • Phone Book – a built-in switchboard including an employee database with calendar status, telephone and mobile numbers, email addresses, etc. Switchboard functionalities are described in the document ‘Farlon Agent Desktop Switchboard’
  • Contacts - a built-in switchboard with a list of external contacts.
  • Web Browser - Built-in web browser with integrated IT systems such as intranet or CRM system.

9 Status Bar
The bar is divided into the following zones (from left to right):

  • Status text describes actual activities for the program. This zone is a different color than the rest of the ‘Status Bar’
  • Auto function icons appear when ‘Auto Search’, ‘Auto Answer’, ‘Auto Asterisk’ or ‘Incremental Search’ are enabled.
  • Agent State Lamps have the same color as your ‘Agent State Line’ and indicate your current agent status
  • Connection mode shows ACD server connection state. Normal icon means connected, icon with red cross means that the program is disconnected. If the program is disconnected, try logging out and then logging back in. If that does not work, reboot the program. If the program is still disconnected then contact your system administrator.
  • Information Click ’exclamation mark’ icon and an information window will appear. The content of this window is for informational purposes only.
  • Skills group alarm Shows you the actual phone queue situation for each skills group. Skills group alarms have the same icons as the skills group alarms in the skills based statistics. Alarm icons blink for 15 seconds and then remain visible until they disappear. Click on the alarm icon to open the ‘Statistics’ tab. ‘Skills group alarm icons’ are the same as shown on ‘Queue barometer’

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