The following screenshot illustrates the locations for the main call adapter menus. See the following sections for descriptions of the menu options available under each.
Status bar
You can click the status bar to view a drop-down menu of available Status options. When you sign in to the call adapter, your status is set to Unavailable by default.
You can change your agent status at any time, unless you are in an active call.
Network menu
Select the network menu to view its three subsections. The network menu also includes a Send Report button at the bottom. You can click this button to send a report if you are experiencing network issues.
- Network Info: Displays your current network status.
- Permissions: Displays your current permissions.
- Sound: Lets you preview your notification tones and whisper notifications (spoken notifications).
Options menu
Click the Options menu to see the option to Log Out of the Call Adapter. The Options menu also contains two sub-menus, Language and Stats.
- Language: You can select your language using this menu.
- Stats: Displays your daily individual and team average statistics for Calls Today (number of calls), Duration (average length of each call), CSAT, and Sentiment Score.
Call tab
Click the Call tab to make an outbound call.
History tab
Click the History tab to view all of your previous calls. The toggle at the top of the Adapter lets you choose between viewing all calls or only Missed calls.
Click an individual call to view its Call details. This displays information about the call and includes an option at the top to either copy the CRM link into your browser or open the case in the CRM directly. You can then make any changes necessary to the case, provide updates or add additional information. You also have the option of calling the end-user back from this screen by clicking on the phone icon to the right of their phone number.
When you click a Missed call you will see additional information about the call. This includes whether or not the end-user received help from another agent, so you know if you need to call the end-user back. This information is indicated in the Call Status field.
Voicemail tab
Select the Voicemail tab to see your unanswered voicemail in each queue, as well as voicemail history. You can use the toggle at the top of the screen to switch between the Queue and History options.
- Queue: This tab displays all unanswered voicemails by queue as well as personal voicemails, depending on your configuration. The number of voicemails in each mailbox is indicated next to the queue name.
- History: This tab displays all voicemails by queue as well as personal voicemails, depending on your configuration. The number of voicemails in each mailbox is indicated next to the queue name.
When you select a queue to listen to voicemails the voicemails are played in order, whether unanswered voicemails or historical voicemails. A specific voicemail cannot be selected from the list.