Agent console

Agent Console

Unified desktop for handling customer interactions across all channels.

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Overview

The Agent Console provides a single interface for agents to manage voice, chat, email, and social interactions.

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Console Layout

┌─────────────────────────────────────────────────────────────────────────────┐
│  Agent Desktop                                           [Status: Available] │
├─────────────────────────────────────────────────────────────────────────────┤
│                                                                             │
│  ┌──────────────────────┐  ┌──────────────────────────────────────────────┐ │
│  │  Active Conversations│  │  Customer: John Smith                        │ │
│  │                      │  │  Channel: Voice    Queue: Support            │ │
│  │  ► John Smith (Voice)│  │  Wait time: 2:34   Priority: High            │ │
│  │    Sarah Lee (Chat)  │  │                                              │ │
│  │    Mike Brown (Email)│  │  ┌────────────────────────────────────────┐  │ │
│  │                      │  │  │  Conversation                          │  │ │
│  │                      │  │  │                                        │  │ │
│  │  ──────────────────  │  │  │  [Transcript / Chat History]           │  │ │
│  │  Queue: 3 waiting    │  │  │                                        │  │ │
│  │                      │  │  └────────────────────────────────────────┘  │ │
│  └──────────────────────┘  │                                              │ │
│                            │  ┌────────────────────────────────────────┐  │ │
│  ┌──────────────────────┐  │  │  Customer Context                      │  │ │
│  │  Agent AI Assist     │  │  │  • Account: Premium                    │  │ │
│  │                      │  │  │  • Recent orders: 3                    │  │ │
│  │  💡 Suggested:       │  │  │  • Previous contacts: 2                │  │ │
│  │  "I can see your..." │  │  │  • Sentiment: Neutral                  │  │ │
│  │                      │  │  └────────────────────────────────────────┘  │ │
│  │  [Use] [Modify]      │  │                                              │ │
│  └──────────────────────┘  │  [Transfer] [Hold] [Mute] [End]             │ │
│                            └──────────────────────────────────────────────┘ │
└─────────────────────────────────────────────────────────────────────────────┘

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Agent Status

Agents set their status to control availability:

Status	Description	Receives Work
Available	Ready for new interactions	Yes
Busy	Handling interactions, at capacity	No
Away	Temporarily unavailable	No
Break	On scheduled break	No
Training	In training session	No
Offline	Logged out	No

Status Configuration

Agent Status Settings:
  auto_away:
    enabled: true
    idle_timeout: 5m

  status_reasons:
    away:
      - Lunch
      - Meeting
      - Personal
    break:
      - Coffee break
      - Rest break

  max_concurrent:
    voice: 1
    chat: 3
    email: 5

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Conversation Handling

Accepting Interactions

When a new interaction is routed to an agent:

1. Alert — Visual and audio notification
2. Preview — Customer info, channel, queue, wait time
3. Accept/Decline — Agent can accept or let it route to next agent

Interaction Alerts:
  visual:
    enabled: true
    flash_taskbar: true
  audio:
    enabled: true
    sound: chime
  auto_accept:
    enabled: false
    timeout: 30s

Multi-Channel Inbox

Handle multiple conversations simultaneously:

• Voice — One active call at a time
• Chat — Up to 5 concurrent chats (configurable)
• Email — Unlimited in queue, configurable active limit

Conversation Controls

Control	Voice	Chat	Email
Hold	Yes	N/A	N/A
Mute	Yes	N/A	N/A
Transfer	Yes	Yes	Yes
Conference	Yes	No	No
End	Yes	Yes	Yes
Wrap-up	Yes	Yes	Yes

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Customer Context

View customer information alongside conversations:

CRM Integration

Display data from connected CRM systems:

Customer Context:
  sources:
    - type: salesforce
      display:
        - field: Account.Name
          label: Account
        - field: Contact.Title
          label: Title
        - field: Account.Type
          label: Account Type

    - type: internal
      display:
        - field: customer_tier
          label: Tier
        - field: lifetime_value
          label: LTV

Interaction History

View previous interactions:

• Recent conversations
• Ticket history
• Purchase history
• Notes from previous agents

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Agent AI Assist

Real-time AI assistance during conversations. See Agent AI for details.

Features

Feature	Description
Suggested Responses	AI-generated reply suggestions
Knowledge Search	Search knowledge base inline
Auto-Summary	Real-time conversation summary
Next Best Action	Recommended actions

Using Suggestions

1. View suggestion in Agent AI panel
2. Click Use to insert directly
3. Click Modify to edit before sending
4. Provide feedback (👍/👎) to improve suggestions

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Transfers

Transfer Types

Type	Description
Blind Transfer	Transfer without introduction
Warm Transfer	Consult with target, then transfer
Conference	Add another party to the call

Transfer to Queue

Transfer Settings:
  allowed_queues:
    - Tier 2 Support
    - Billing
    - Sales
  require_notes: true
  transfer_context:
    - conversation_summary
    - customer_info
    - case_details

Transfer to Agent

Transfer directly to a specific agent:

1. Click Transfer
2. Search for agent by name or skill
3. View agent availability
4. Add transfer notes
5. Complete transfer

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Wrap-Up / After Call Work

After completing an interaction:

Disposition Codes

Disposition Codes:
  categories:
    - name: Resolved
      codes:
        - First Contact Resolution
        - Resolved with Follow-up
        - Resolved - Known Issue

    - name: Unresolved
      codes:
        - Escalated
        - Customer Callback Requested
        - Requires Research

    - name: Other
      codes:
        - Transferred
        - Dropped
        - Test Call

Wrap-Up Settings

After Call Work:
  mode: timed  # immediate, timed, indefinite
  duration: 60s
  allow_extend: true
  required_fields:
    - disposition_code
    - case_notes
  optional_fields:
    - follow_up_date
    - tags

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Keyboard Shortcuts

Shortcut	Action
Ctrl+Enter	Send message
Ctrl+H	Hold/Resume
Ctrl+M	Mute/Unmute
Ctrl+T	Open transfer dialog
Ctrl+K	Search knowledge base
Esc	Cancel current action

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Related

• Routing — How interactions reach agents
• Agent AI — Real-time AI assistance
• Skills — Agent skill configuration