The Call Center Agent dashboard shows detailed call-center activity for the individual call agent. If you are logged in as a call agent, the Call Center Agent dashboard is visible as soon as you click on the Call Center menu icon. If you are logged in as a call-center supervisor or an office manager, the Call Center Agent dashboard is visible when you click the Call Center link on the options bar.
On the Call Center Agent dashboard, you can log in and out of call queues, view and change your availability status, and see individual call statistics. You can also view a list of your recent calls and active phones assigned to you.
NOTE: The call activity and statistics that display on the Call Center Agent dashboard are based on your logged-in phone extension.
NOTE: If you are logged in as a Call Center Supervisor, you can perform call center agent tasks and receive calls from one or more call queues if your agent status is set to ‘Online.’ See the “Hosted Voice Administrator User Guide” for more information about editing Call Queue agent statuses.
The following table describes each part of the Call Center Agent dashboard:
