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Home Panel

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Home Panel

 

The home panel is the default view you see when you first launch Engage. In your home panel, you can see the numbers and types of messages and calls in the queue, as well as your currently open and recently completed tasks. The home panel contains the following panels or sections:

 

  • Header—The Engage header contains the product logo, the desktop clock and the header utility links.
  • Agent information panel—Displays the Agent related information, such as the Agent avatar, Agent information and Agent presence menu.
  • Agent Live Dashboard—Displays frequently updated information about the individual channel queues to an agent. The displays the number of messages or calls waiting in each queue.
  • Channel editor buttons—channel editors let you create outgoing messages or phone calls, depending on your available channels.
  • Open tasks panel—Displays the messages which are open and assigned to you.
  • Completed tasks panel—Displays the list of your recently completed tasks.
  • Side Panel—The side panel is a pop out control which gives you quick access to three key features of Engage: search, the work queue and the my tasks list.

 

Figure 1-1: Home Panel Components

 

Features

 

The Agent Live Dashboard

Figure 1-2: Agent Live Dashboard

 

The Agent Live Dashboard shows the following information for each channel:

 

  • The number of messages waiting to be processed.
  • The longest time a message has been waiting to be processed.
  • The Grade of Service (GoS) metric. Place your mouse cursor on the wait time to display the GoS metric.

 

When the service level for a given channel falls below acceptable levels (as specified in the Service Level Agreement (SLA) for that channel), the text color of either the longest wait time, the GoS level, or both will change to ruby, depending on which metric(s) are exceeding the SLA, as shown in Figure 1-3.

 

Figure 1-3: Agent Live Dashboard Showing Grade of Service.

 

  • Grade of Service (GoS) is a measure of your contact center's performance in a given channel against selected metrics. Examples of grade of service metrics include the number of messages closed in the last 24 hours, or the requirement that 75% of messages in that channel be processed within 5 minutes. Grade of Service details are configured by a site administrator and will vary according to the needs of your contact center.


Going Online

When you launch Engage you must select your preferred work mode from the list of choices displayed on the Welcome screen, as shown in Figure 1-4.

 

Figure 1-4: Engage Welcome Screen

 

Depending on how Multichannel is configured, the Multichannel work type may not appear in the Availability menu or on the Welcome screen.


You will return to the Welcome screen when you set your Availability menu to Offline or Away. While you are in either the Offline or Away states, you will not have access to the other features of Engage.

See below for more information about availability states.

 

Availability States and Work Options

 

Figure 1-5: Availability menu

 

The Availability menu determines the type of work you can do using Engage. You must select an availability states before beginning work. These states and the types of activities available to you are described in Table 1-1 below.

 

Table 1-1: Engage Availability States and Work Options

Availability State

Voice Options

Multichannel Options

Voice All Calls

  • You can receive inbound calls (calls originating from the customer/caller)
  • You can receive automated outbound dialer calls.
  • You can initiate dialout calls.
  • You can receive transfers from other agents (depending on configuration settings).
  • You can compose and send messages.
  • You can request to receive messages from customers.
  • You cannot automatically receive messages from the message queue.

Voice Inbound Only

  • You can receive calls originating from the customer/caller.
  • You can initiate dialout calls.
  • You can receive transfers from other agents (depending on configuration settings).
  • You can compose and send messages.
  • You can request to receive messages from customers.
  • You cannot automatically receive messages from the message queue.

Voice Outbound Only

  • You can receive automated outbound dialer calls.
  • You can initiate dialout calls.
  • You can receive transfers from other agents (depending on configuration settings).
  • You can compose and send messages.
  • You can request to receive messages from customers.
  • You cannot automatically receive messages from the message queue.

Multichannel

  • You can initiate dialout calls.
  • You can receive transfers from other agents (depending on configuration settings).
  • You cannot receive inbound or outbound calls.
  • You can initiate outward multichannel work (compose and send messages).
  • You can request to receive messages from customers.
  • You can automatically receive messages from the message queue.

Do Not Disturb

  • You can initiate dialout calls.
  • You can receive transfers from other agents (depending on configuration settings).
  • You cannot receive inbound or outbound calls.
  • You can initiate outward multichannel work (compose and send messages).
  • You can request to receive messages from customers.
  • You cannot automatically receive messages from the message queue.

Away

  • You cannot receive inbound or outbound calls.
  • You cannot initiate dialout calls.
  • You cannot receive transfers from other agents.
  • You may be required to provide an Away Reason.
  • You cannot compose and send messages.
  • You cannot request to receive messages from customers.
  • You cannot automatically receive messages from the message queue.

OFFLINE

  • You cannot receive inbound or outbound calls.
  • You cannot initiate dialout calls.
  • You cannot receive transfers from other agents.
  • You may be required to provide an Away Reason.
  • You cannot compose and send messages.
  • You cannot request to receive messages from customers.
  • You cannot automatically receive messages work from the message queue.

LOGOUT

  • Your state is set to Offline.
  • Your Engage window is closed.
  • You are logged out of the platform.

 

Away Reasons

An away reason is an explanation for why an Agent is going offline or becoming unavailable for calls. The list of away reasons is defined by your Contact Center Administrator, and can be customized per Agent.

 

You may be required to select from a predefined list of reasons when setting your Availability menu to Away. If Engage displays away reasons when you go away, you must select one to complete the action.

 

Selecting an Away Reason

To select an away reason:

  1. Click the Availability menu.
  2. If you are required to select a reason for going offline, you will see a list of reasons under the Offline label.
  3. Select the away reason most appropriate to your situation.

If you are currently on a call, you must end that call normally before the away reason will take effect.

 

Figure 1-6: Selecting an Away Reason

 

After you have selected an away reason, the Engage displays this in the Agent information area: