6. Manager Level - Call Center Feature - Agent Management 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 Agent Management tab in the left-hand menu of the portal to open the corresponding section of the Call Center.

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

• Agent Management Status Bar (blue rectangle): this bar allows you to control the status of 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.

    

• Action Bar (red rectangle): this bar contains all the action controls used to manage call center members and skills.

  

  • Filter: clicking this field allows you to sort the agents.

  • Search Bar: it functions as a typical search field, helping you locate a particular agent.

  • Select All: this checkbox not only allows you to select all agents in the Agent List, but also all agents with the “Ready” status or all agents with the “Away” status.

    

  • Mark as Ready: when at least one agent is selected from the list, this button will appear. Clicking it will change the status of all selected agents to “Ready.”

  • Mark as Away: when at least one agent is selected from the list, this button will appear. Clicking it will change the status of all selected agents to “Away.”

• Agent List (yellow rectangle): each agent assigned to the call center appears here as a record in the table. Each row provides key information, including the agent’s name, current status, caller ID, and a button to manually end the agent’s session. Clicking any record expands it to display additional details about the selected agent.

  

Here you can see all the queues and campaigns each agent is assigned to, along with their roles within them. From here, you can manually change the status of the selected agent in each queue and campaign. Admins can eavesdrop on an agent during an active call by clicking the ear icon.