Call Center App - Agent Cards

Description: The purpose of this article is to provide a detailed overview of the design and functionalities of the Agent Cards used in the Call Center App.

The Call Center App serves as the central digital workspace for call center operations. It grants call center managers access to a wide array of tools and features, facilitating efficient management and supervision of call center agents.

Upon entering the Call Center App, users will see the Dashboard Tab as the default view.

The Dashboard Tab is designed for call center managers, supervisors, or team leaders, accessible from their desktop computers. Its interface offers an intuitive approach, providing comprehensive real-time insights into the call center's operations.

This page features the Agent Card Dashboard, which showcases the Agent Cards of all call center agents in the managed digital call center department. 

These cards contain an extensive array of information, which will be elaborated on below.

Agent Cards Overview

Each Agent Card comprises three distinct vertical sections, presenting specific details about the individual agent, their status, and work statistics.

Although all Agent Cards share a similar appearance, they are categorized into six types distinguished by color codes, each offering slightly different information. 

When you click on the three-dot button located in the top section of any Agent Card, a drop-down menu appears, presenting a list of actions that can be applied to the chosen agent or call. The available sets of actions vary slightly for each type of Agent Card.

In the following sections, we will describe these various Agent Card types, sections, and the available actions for each. 

• Ready: this type is used when an agent is online and prepared to receive calls.

• Top section: this section of an Agent Card, distinguished by its light-blue color, includes the type name (Ready), the agent's name, their extension number, and the three-dot button for accessing actions.
• Middle section: this section indicates that the agent currently has no active calls and also lists their Skills.
• Bottom section: in this section, you can find the agent's call handling statistics for the current day.

Actions available upon clicking the three-dot button:

• Restart agent: by choosing this option, you will restart the agent: their status will change to "offline," and after the reload procedure completes, it will switch to "ready."

The "Restart Agent" action is typically employed to resolve issues such as when an agent is not receiving any calls.

• Log out agent: by selecting this option, you will force the agent to log out.

• Queue Call: this type is used when an agent is currently on call.

• Top section: this section of an Agent Card, distinguished by its green color, includes the type name (Queue Call), the agent's name, their extension number, and the three-dot button for accessing actions.
• Middle section: this section indicates that the agent is currently on a call and provides the call details, including the Active Call Details code and its duration, along with a list of the agent's Skills. Furthermore, this Agent Card may display two badges when a specific call is received, indicating whether the call has been labeled as "top priority" set by the call center manager in the Active Call Details section of the Dashboard Tab or if it is a "callback."

• Bottom section: in this section, you can find the agent's call handling statistics for the current day.

Actions available upon clicking the three-dot button:

• Restart agent: by choosing this option, you will restart the agent: their status will change to "offline," and after the reload procedure completes, it will switch to "ready."
• Log out agent: by selecting this option, you will force the agent to log out.

• Paused: this type is used when an agent is away from the keyboard and must specify the reason for the pause, such as lunch, meeting, and so on.

• Top section: this section of an Agent Card, distinguished by its red color, includes the type name (Paused), the agent's name, their extension number, and the three-dot button for accessing actions.
• Middle section: this section indicates that the agent is currently on a pause and displays the reason and duration of the pause, along with a list of the agent's Skills.
• Bottom section: in this section, you can find the agent's call handling statistics for the current day.

Actions available upon clicking the three-dot button:

• Restart agent: by choosing this option, you will restart the agent: their status will change to "offline," and after the reload procedure completes, it will switch to "ready."
• Log out agent: by selecting this option, you will force the agent to log out.

• Wrap Up: this type is used immediately after an agent finishes a call with a customer. During this phase, the agent typically completes any necessary post-call tasks, such as updating customer information, recording notes about the call, or finalizing the resolution of the customer's query or concern.

• Top section: this section of an Agent Card, distinguished by its rust color, includes the type name (Wrap up), the agent's name, their extension number, and the three-dot button for accessing actions.
• Middle section: this section indicates that the agent is currently in the wrap-up phase, with no active calls, and displays the duration of the wrap-up process, along with a list of the agent's Skills.
• Bottom section: in this section, you can find the agent's call handling statistics for the current day.

Actions available upon clicking the three-dot button:

• Restart agent: by choosing this option, you will restart the agent: their status will change to "offline," and after the reload procedure completes, it will switch to "ready."
• Log out agent: by selecting this option, you will force the agent to log out.

• Receiving Call: this type is used when the agent is receiving a call but not in a call.

• Top section: this section of an Agent Card, distinguished by its blue color, includes the type name (Receiving Call), the agent's name, their extension number, and the three-dot button for accessing actions.
• Middle section: this section indicates that the agent is currently getting a call and provides the call details, including the Active Call Details code, along with a list of the agent's Skills. As the call with the agent hasn't started yet, there is no duration counter displayed in this section. Furthermore, this Agent Card may display two badges when a specific call is received, indicating whether the call has been labeled as "top priority" set by the call center manager in the Active Call Details section of the Dashboard Tab or if it is a "callback."

• Bottom section: in this section, you can find the agent's call handling statistics for the current day.

Actions available upon clicking the three-dot button:

• Restart agent: by choosing this option, you will restart the agent: their status will change to "offline," and after the reload procedure completes, it will switch to "ready."
• Log out agent: by selecting this option, you will force the agent to log out.

• Logged Out: this type is used when an agent is offline.

• Top section: this section of an Agent Card, distinguished by its grey color, includes the type name (Logged out), the agent's name, their extension number, and the three-dot button for accessing actions.
• Middle section: this section indicates that the agent currently has no active calls and also lists their Skills.
• Bottom section: in this section, you can find the agent's call handling statistics for the current day before they log out. If the agent has been offline since the beginning of the day, this section will not contain any statistical information.

Actions available upon clicking the three-dot button:

• Log in agent: by selecting this option, you will force the agent to log in.

In the meantime, there is the "Hide offline agent" toggle switch on the Dashboard of Agent Cards. After you enable it, all offline agents will be excluded from being shown on the Dashboard of Agent Cards.