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Agent Capabilities

This document describes the capabilities of the Expertflow Contact Center agents.

Agent Capabilities



Login to AgentDesk

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.

Change Agent State

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.

Accept a Conversation

Enables agents to receive a conversation from queues where new requests are pushed to agents.

Join a Pull-based Request

Enables agents to pull requests from Pull-based Lists that they are subscribed to and join a conversation.

View and Update a Customer Profile

Allows agents to see, and update customer profiles based on the conversation with the customer and assign labels to the customers.

Handle a Conversation

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

Transfer and Conference

Allows CX agents to transfer an active conversation, add agents to the conference, and send Whisper Message.

Change AgentDesk Language

Enables the agent to change the language of the AgentDesk interface.

Apply Wrap-up and Add Notes

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.

Leave Conversation

Enables the agent to leave a conversation

Handling Multi-channel Conversation

Enables agents to switch channels, to make an outbound contact on a different channel in an ongoing conversation.

Make a Manual Outbound Contact

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

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