Agent Capabilities

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 Cisco login credentials. When the Agent Desk is embedded in Cisco Finesse, the agent is automatically logged in to the Agent Desk.

Enables agents to change their states globally and MRD-wise.

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.

Enables agents to view conversation data for an active conversation and past conversations based on permissions.

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.

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

Allows agents to send a Whisper 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.

Allows agents to view conversation notifications in real-time.

Enables the agent to change the language of the Agent Desk interface.

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.

Enables agents to switch to third-party applications by simply switching tabs in the Conversation View

-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.

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

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

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.

The dashboards embedded in Agent Desk are the real-time dashboards for supervisors and agents to view the summary statistics of the contact center including queues, agent states, and the real-time conversations that are ongoing with agents and the bots.

Allows the agent to assign a pre-defined label to a customer.

Enables agents to understand the Customer List view and allows agents to set the Column Preferences of their own choice.

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

Enables the agent to leave a conversation

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.

The agent can logout the AgentDesk by selecting a logout reason defined by the system administrator