Agent Capabilities
This document describes the capabilities of the Expertflow Contact Center agents.
Agent Capabilities
| Capabilities | Description |
|---|---|
The agent can login to AgentDesk using the user's login credentials defined in Keycloak. When integrated with Cisco Finesse, the agent must specify its Cisco login credentials. When the agent desk is embedded in Cisco Finesse, the agent is automatically logged in to the AgentDesk. | |
Enables agents to change their states globally and MRD-wise. | |
Browser and sound notifications | Enables agents to view browser notifications along with a beep on receiving a new conversation and whenever agents receive new message from the customer. Browser notifications should be enabled to receive these notifications. |
Enables agents to receive a conversation from queues where new requests are pushed to agents. | |
Enables agents to pull requests from Pull-based Lists that they are subscribed to and join a conversation. | |
Allows agents to see, and update customer profiles based on the conversation with the customer and assign label to the customers. | |
Allows agents to handle an ongoing conversation, Link Customer Profiles, View Conversation History, View Active channels, View Conversation Data, Receive Delivery Notifications, Typing Indicators, Bot Suggestions, Send a quoted reply, Send file attachments, Send Formatted Text, View Conversation Notifications | |
Allows CX agents to transfer an active conversation, add agents to the conference, and send Whisper Message. | |
Enables the agent to change the language of the AgentDesk interface. | |
A wrap-up is a concluding note added to the conversation that helps the business to know what the conversation was about. Expertflow CX agents can provide wrap-ups to conversations that they handle, during or after the conversation. | |
Enables the agent to leave a conversation | |
Enables agents to switch channels, to make an outbound contact on a different channel in an ongoing conversation. | |
Enables the agent to make a manual outbound contact. | |
The agent can logout the AgentDesk by selecting a logout reason defined by the system administrator |