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 Cisco login credentials. When the Agent Desk is embedded in Cisco Finesse, the agent is automatically logged in to the Agent Desk.
Expertflow CX uses Keycloak for centralized IAM (Identity and Access Management) functions. All application users' roles and permissions are defined in Keycloak.
See Security and User Permissions for more details on user authorization with Agent Desk.
Login Options | Description |
---|---|
Login with Cisco Finesse | This is available in the following modes,
|
Login with Keycloak | If Cisco integration is not enabled, agents provide their KeyCloak username and password while logging in to Agent Desk. The user authentication request is redirected to Keycloak for request verification. Upon confirmation, agents get logged in to the Agent Desk with access to the permitted resources. |
The agent logs into the Agent Desk Application using extensions created by the business administrators. The user authentication request is redirected to KeyCloak for request verification. Upon confirmation, agents get logged in to the Agent Desk with access to the permitted resources.
Agents are in a Not-Ready state by default. They need to change their state to Ready to receive requests from the assigned MRDs. There are two levels of state changes in the Agent Desk.
When using with Cisco Finesse, Agent state is synced with Finesse Agent state.
Logout Options | Description |
---|---|
Logout | To log out, click the profile menu at the top right on the Agent Desk and click the Logout button. |
Logout when integrated with Cisco Finesse | To logout, users need to logout from the finesse application resulting in logout from Agent Desk as well. |