4. Agent Level - Call Center Feature - Documentation tab

After you click the “Begin Session” button, the session will start and the Queues tab will appear in the main space of the app.

Click the Documentation tab in the left-hand menu of the portal to open the corresponding section of the Call Center.

The interface of the Agent Performance tab can be divided into three primary sections:

• Documentation Status Bar (blue rectangle): this bar allows you to control the status of the your session.

  • The status button lets you update your account’s status. Clicking it opens a drop-down list with options such as “Ready,” “Away,” or “End Session.”

    

  • The button with the human icon provides access to the agent workspace, where you can enter call details, notes, and other related information.

    

• Subtab Bar (red rectangle): it includes a list of subtabs, and selecting any of them updates the content displayed in the Text Area.

• Text Area (Yellow rectangle): this area displays the documentation corresponding to the subtab selected in the Subtab Bar.