Agent Controls

Expertflow exposes Agent Controls SDK which is a set of agent and supervisor capabilities made available via an SDK for applications, such as AgentDesk for the contact center agents and supervisors. Using this SDK, customers would be able to develop their own Mobile/Desktop App for agents.

The SDK should allow a third party to use the following functions:

	As an agent	As a supervisor	Status
Login/Logout	Log in or out of the application	Log in or out of the application	AVAILABLE
Change State	should be able to change my state, Ready/ Not Ready	change my state as well as, force change the state of logged-in team agents
Change MRD State	Set myself available/not-available for each MRD	change MRD state of team agents
Handle Conversation	Receive inbound queued requests from any channel view interaction history view bot suggestions respond to customer update customer interaction-profile request for assistance (agent/bot) view conversation notifications whisper messaging delivery notifications reply to a specific message send File message/attachments add wrap-up leave conversations
Create and Update Customer Profile	create and update the profile data based on the conversation with the customer
Switch between Active Conversations	receive requests from multiple customers at the same time. Can switch between active conversations to respond the request.
Transfer	transfer the request at any time during the conversation if I see that another agent can better handle it.
Conference	add one or more agents to the conference in the ongoing conversation
Monitor Team Performance
Monitor Real-time Statistics of conversations		can monitor Queue Stats, Agent Stats with current state and ongoing conversation details in real-time.

Design Customer Schema		add/remove customer profile attributes according to business requirement