This page explains how to use the agent desktop.
Open the agent desktop
To open the agent desktop, append /agent-deskop to the URL for your
Contact Center AI Platform (CCAI Platform) instance—for example,
https://{my-instance-name}.ccaiplatform.com/agent-desktop. The agent desktop
appears.
Answer an incoming call
To answer incoming calls using the agent adapter, you need to have the CCAI Platform portal open in a separate browser window or tab.
When an incoming call arrives, the agent desktop displays the Incoming call pane.
To answer the call, do the following:
Click Answer on the Incoming call pane. A new session tab opens and a desktop layout for receiving incoming calls appears. The specific layout that appears depends on how your administrator configured the agent desktop. For more information, see Set desktop layouts for agents.
Use the call adapter to assist you in handling the call. It works the same way as the call adapter in the CCAI Platform portal. For more information, see Agent call adapter.
Use the capabilities in the panels of the agent desktop to assist you in handling the call.
End the call, or let the end-user end it.
If your instance is configured for wrap-up, then complete your wrap-up tasks.
The session tab remains open until you close it or until the maximum time that a session tab can remain open is reached. For information about how an administrator configures session tab limits, see Session tab limits.
Place an outgoing call
To place an outgoing call, do the following:
Click
dial pad. A new session tab opens and the
call adapter appears.Place your call.
Use the call adapter to assist you in handling the call. It works the same way as the call adapter in the CCAI Platform portal. For more information, see Agent call adapter.
Use the capabilities in the panels of the agent adapter to assist you in handling the call.
End the call, or let the end-user end it.
If your instance is configured for wrap-up, then complete your wrap-up tasks.
The session tab remains open until you close it or until the maximum time that a session tab can remain open is reached. For information about how an administrator configures session tab limits, see Session tab limits.
Handle an incoming chat
When an incoming chat arrives, the agent desktop displays the New Chat button.
To handle the incoming chat, do the following:
Click New Chat. A new session tab opens and a desktop layout for handling chats appears. The specific layout that appears depends on how your administrator configured agent desktop. For more information, see Set desktop layouts for agents.
Use the chat adapter to assist you in handling the chat. It works the same way as the chat adapter in the CCAI Platform portal. For more information, see Handle a chat.
Use the capabilities in the panels of the agent adapter to assist you in handling the chat.
End the chat, or let the end-user end it.
If your instance is configured for wrap-up, then complete your wrap-up tasks.
The session tab remains open until you close it or until the maximum time that a session tab can remain open is reached. For more information, see Session tab limits.
You can click the session tabs of multiple active chat sessions to switch between them.