Unified Agent Desktop

overview the unified agent desktop is the agent's primary interface, also referred to as the agent console it provides a single, consolidated workspace for handling all customer interactions across every channel (voice, email, chat, social media) it is designed to streamline workflows and provide agents with all the information they need in one place how it works when an agent logs in, they are presented with the agent console this interface includes call/interaction controls, a customer information panel, a communication window for the active channel, and a status management menu this unified view allows agents to handle omnichannel interactions without switching between different applications prerequisites the user must have an "agent" role configuration steps accessing the desktop (agent) this is the default interface for agents and is not configurable by the agent themselves location agent > login screen action log in with valid agent credentials the system will automatically load the unified agent desktop (agent console) use cases omnichannel support an agent handles an inbound call, and during the wrap up time, they respond to an email and a chat session all from the same screen informed conversations an agent receives a call, and the customer's entire interaction history across all channels automatically pops up on their screen benefits increased agent efficiency eliminates the need to switch between multiple applications, reducing clicks and saving time on every interaction improved customer experience provides agents with a complete view of the customer journey, leading to more personalized conversations reduced training time a single, intuitive interface for all tasks makes it easier and faster to onboard new agents limitations the layout and available widgets may be fixed by the administrator, offering limited personalization options for individual agents