The Agent Desktop is a configurable application that provides access for agents to various interactions depending upon configuration. Those interactions can include:
Agent desktop
Softphone
Messaging
Tasks
Customer overview
Knowledge base
Standard processes
Smart logging
External web applications
Status agent
In the Status agent section in the Connect Interactions Agent Desktop, you see who's logged in, on which campaign, telephone extension, and the current telephony status.
Current interaction
Your current interaction, usually a telephone call, as well as the queue where the current call originated from.
With the buttons "Hold" and "Hangup" you can either put the call on hold or end.
The "Record" button allows you to start a recording of the call.
Activities
In the activity section you can find your current activity, but also select your next activity from a dropdown.
If you want to start dialing you will need to assign a phone first (see below). The most commonly used activities are:
Activity | Description |
|---|---|
Take calls | ready to receive calls from a queue |
Coaching | when being coached or having some on the job training |
Break | having a short break or lunch break |
Wrap-up | when doing after call work |
Queues
In the Queues section, you can see the current number of waiting persons per queue. You only see the queues where you have established skilled.
Transfer buttons
The transfer buttons menu is used for transferring to other queues or departments, You can choose a transfer option and with Warm or Blind how you want to transfer (meaning with or without consultation). During the transfer you have 3 options:
Option | Description |
|---|---|
Takeback | discard the transfer, back to the caller |
Switch | toggle between caller and transfer destination |
Transfer | transfer the current caller |
The Options menu
In the top-right corner, you will find the Options menu by clicking on the down caret. In this menu, you will see options such as:
Option | Descriptions |
|---|---|
Reset UI | used to reset all your current selections; a fresh start |
Choose Language | make a choice from the various languages |
Logout | log out from the VANAD Aloha Agent Desktop |
Login or Logout telephony
To be able to accept phone calls or make phone calls you need to be logged in on a telephony level. Whenever you switch to an activity that requires telephony and you have no telephony logged in, you are asked to log in to your telephony.
In the telephony login screen add your extension and click "OK". You are now available for telephony.
In case your connection disappears or you choose to Logout, your Activity will be automatically set to non-active call activity.