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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 and 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.

Consult, Transfer, and Conference

Allows CX agents to consult, transfer an active conversation, or 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.

Raise Hand

Enhances agent-supervisor interaction by allowing agents to request help during active conversations. Supervisors can easily identify these requests and assist in a non-intrusive manner.

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

Allows agents to initiate contact with a customer even if no conversation with the customer is going on.

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.

Join Pull-based Requests

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

Leave Conversation

Enables the agent to leave 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





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