Agent Capabilities

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

Agent Capabilities

Capabilities	Description
Login to Agent Desk	The agent can login to Agent Desk using the user's login credentials defined in the 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 Agent Desk.
Change Agent State	Enables agents to change their states globally and MRD-wise.
Accept a Conversation	Enables agents to auto-answer, receive a conversation from queues, handle an ongoing conversation, view, update, link customer profiles, view conversation history, and view active channels.
View Conversation Data	Enables agents to view conversation data for an active conversation and past conversations based on permissions.
Pause/resume a Conversation	Agents can pause / resume an active Conversation to temporarily stop SLA and Inactivity timers. The conversation will resume upon Paused-timer expiry or upon agent request. The Customer may also receive the `Pause`, `Resume` notifications. This may be configured using Conversation Studio.
Transfer and Conference	Allows CX agents to transfer an active conversation, add agents to the conference, and send Whisper Message.
Send a Whisper Message	Allows agents to send a Whisper message
Send a Message	Enables agents to send plain text messages, bot suggestions, formatted text messages, quoted replies, file attachments, receive delivery notifications, view typing indicators, and view and play recording links.
View Conversation Notifications	Allows agents to view conversation notifications in real-time.
Change Agent Desk Language	Enables the agent to change the language of the Agent Desk interface.
CTI Call Controls	Agents avail with call control functions via Agent Desk (Agent SDK) CTI toolbar. To improve usability, and enhance agents' overall call-handling experience, agents have the option to fix the CTI toolbar in the conversation view on the right side above the customer information panel
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.
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.
Assign Labels	Allows the agent to assign a pre-defined label to a customer.
Understanding Customer List View	Enables agents to understand the Customer List view and allows agents to set the Column Preferences of their own choice.
Leave Conversation	Enables the agent to leave a conversation
Join Pull-based Requests	Enables agents to pull requests from Pull-based Lists that they are subscribed to and join a conversation.
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. Sound beep on receiving any new message can not be disabled.
Logout	The agent can logout the AgentDesk by selecting a logout reason defined by the system administrator