The Agent Desktop incorporates the Communication Toolbar and Task Management features. The Agent Desktop Toolbars provides a simple interface for a range of communication providers which we offer for a range of telephony providers. CallScripter Task Management is available from the task bar at the foot of the agent desktop.
The Communication Toolbar allows the agent to select and log in to their communication provider and perform available actions (such as change status, make outbound calls). These actions depend on which communication provider is installed, and the functionality available via the telephony platform. The following article describes all elements of the Agent Desktop. Note that the functionality available via the toolbar is different for all telephony providers.
Communication Provider
Before a communication provider can be selected from from the drop down list, the corresponding CT Provider must be installed on the Agent PC. Providers must also be configured in the System Manager module in both the Toolbar Provider Admin and Application Settings icons. Once a Provider is selected the agent is selected to enter login information, where this is permitted by the telephony integration.
When the login button is clicked an information status message (toast) appears in the bottom right of the screen to let the agent know what's happening.
Once successfully logged in the agent toolbar will display an Actions menu, which offers further features depending on the specific telephony integration in use:
If outbound dialler campaigns are available, they will also appear here. The availability of menu options is also dependent on the configuration applied in System Manager
Additional tabs may be configured in System Manager --> Application Settings. By default, tabs show "Your Stats, Callcentre Stats, Today's News and Messages. However, these tabs can be hidden altogether, or changed to show a web page of your choosing.
Allows messages to be sent to specific agents, groups or everyone. The message displays across the top of the screen. See Agent Messaging for more information.
The activities drop down menu allows agents to move easily between scripts (for example, if they are working with an email script, and a call triggers another script pop, the Activities button allows them to move back to the original script when required). These activities are live only whilst in the Agent Desktop, if the agent leaves this screen all activities are cleared out.
The Information button is a troubleshooting tool. It allows users to view script, and if appropriate, campaign information. The Information button also allows users to specify variables or fields to view/populate when running a script. This button is disabled until a script is running. See the Script Watcher section for more information.
This section shows the number of incomplete script runs and outstanding Task Alerts in the Task Management system for groups which the agent is assigned to.
Clicking on this section will display the number of outstanding alerts and the group they relate to. Outstanding tasks are defined by those that are scheduled to alert prior to the current time, and have not been cleared off by an agent. If multiple alerts have been entered for a single session, only one alert will appear.
The agent can then select the group to access the Task Management script for that group, which will display a list of all outstanding alerts. The group names which appear are defined by the names of the groups within the User Manager.
From version 4.5.28, the menu will show list of incomplete scripts, outbound rescheduled calls, message queue tasks and email campaign scripts.
From version 4.5.30 the menu will also include transferred scripts.
View of all live/inbound scripts. Outbound Scripts are viewed by clicking on the Outbound link (shown at the end of the A - Z links across the top of the screen). Note that from version 4.5.28+ if no scripts are marked live, or permissions are not set, the screen will display a message "no scripts to display".
