Agent Console

The Agent Console is your primary workspace for handling customer interactions. It combines conversation management, real-time AI assistance, customer context, and communication tools in a single interface. To open the console, select the Console icon on the left panel.

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Console Layout

The Agent Console has four main panels:

1. Conversation Tray — Lists all your assigned conversations with status indicators.
2. Incoming Interactions — Shows new interactions waiting for you to accept.
3. Live Interaction Pane — Your active workspace for chatting, calling, or emailing customers.
4. Additional Tools — Widgets for Agent AI, customer history, canned responses, and user info. You can customize this layout. See Manage Layout.

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Agent Status

Your status controls whether new interactions are routed to you.

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Status Behavior

• If you change your status to Away during an active interaction, a warning appears.
• If you do not accept or respond within the configured time, the system automatically sets your status to Away (Idle). This status is not available for manual selection.
• You cannot log out during an active conversation. Transfer or close it first. If your browser closes unexpectedly, active conversations return to the queue after an inactivity threshold.
• At the end of a Login Prep period, the system marks you as Away. A pop-up lets you select Mark as Available or Keep Away Status.

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Status Insights

Select View Status Insights from the status icon to see time spent in each status for the current day. For custom date ranges, select View Detailed Status Insights to go to My Dashboard. Administrators configure statuses from Agent Status Management.

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Conversation Tray

The Conversation Tray shows all conversations assigned to you.

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Conversation Statuses

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Channel Icons

Each conversation displays a unique icon for its channel:

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Color Codes

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Search Conversations

Use the search bar in the Conversation Tray to find conversations by phone number, email address, or customer name. Matching results appear as you type. Select a result to open that conversation.

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Customer Sentiment

Digital conversations show the customer’s real-time sentiment, helping you adjust your approach accordingly.

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Conversation Information

Each entry in the tray shows:

• Customer name (if available)
• Skills matched to the customer’s intent
• Last message in the conversation
• Customer profile picture
• Channel icon
• Conversation status icon

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Manual Call (Dialer)

1. Select the + icon on the Conversation Tray and select Outbound Call.
2. On the Dialer tab, select the country, enter the phone number, and select Call.

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Contacts Directory

The Contacts tab shows a public directory published by your administrator. Search by name and select Call to initiate an outbound call.

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Call History

Select + > Outbound Call > Call History to view:

• Name and phone number
• Date, time, and call duration
• Call type (Incoming, Outgoing, or Transferred)

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Incoming Interactions

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Queue Notifications

New interactions appear at the bottom-left of the Agent Console with a count indicator.

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Browser Notifications

The system sends browser push notifications for new interactions, even when the console is minimized. Supported browsers: Chrome, Firefox, Chromium-based Edge, and Safari. Each notification also plays a sound. Allow notifications when prompted to receive them. If you block them, you still hear the sound alert and see the Next in Queue pop-up.

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Channel Selection

You can choose which interaction types to receive. This option is available only when blended mode is disabled.

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Accepting Interactions

Manual Answer Mode Select Accept to take the next interaction. If you do not accept within the configured time, the conversation returns to the queue and your status changes to Away. If Explicit Reject is enabled, you see Accept (✅) and Reject (❌) buttons on each interaction. Rejecting removes it from your queue and returns it for reassignment. In the case of an agent or supervisor transfer, or queue timeout, the transferred conversation appears with a message indicating the transfer source. Auto Answer Mode Interactions are automatically accepted and appear at the top or bottom of the Conversation Tray (based on your sort order) with a New indicator. The indicator clears after you send your first message. If you do not send the first response within the configured time, the conversation returns to the queue and your status changes to Away.

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Handling Interactions With Filters Applied

If a conversation status filter is active (for example, Ongoing or Idle), accepted conversations show a View option until you open the conversation and send the first message.

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Sorting Interactions

1. Select the ↑↓ icon at the top of the Conversation Tray.
2. Select Latest on Top or Latest at Bottom.

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Live Interaction Pane

The Live Interaction Pane is where you communicate with customers.

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Arrival Summary

Every conversation starts with an Arrival Summary when you accept it. It shows: After you accept, your messages appear below the Arrival Summary. If the bot-customer transcript is missing, a Reload option appears at the top.

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Composing Responses

Type in the text editor and select Send, or press Tab + Enter.

• Press Enter to send. Use Ctrl+Enter or Shift+Enter (Windows) or Ctrl+Return / Shift+Return (Mac) to add a new line.
• Press / in the text editor to open the standard response library. Press Escape to close it.

Translation behavior:

• When translation is enabled, responses appear in your selected target language.
• When translation is disabled, responses appear in the conversation language.

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AI-Enhanced Compose

Use the AI options in the compose bar to improve your draft before sending: Enable this from Generative AI Tools > GenAI Features > Agent Response Rephrasing.

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Adding Hyperlinks

1. Highlight the text to hyperlink and select the Add Link icon.
2. Select Web Address and enter the URL, or select Email Address and enter the address.
3. Select OK to apply the hyperlink.
4. Hover over the link to access Open, Break Link, or Edit options.
5. Press Enter to send the message.

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Viewing New Messages

If you scroll up during a conversation and a new message arrives, a New Message icon appears at the bottom of the thread showing the unread count. Select it to jump to the latest message.

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Message Status on Network Disconnect

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Typing Indicator

When you type a response during chat, the customer sees three dots indicating you are responding. Requires WebSDK 3.0 with the AgentDesktop plugin installed.

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Real-Time Sentiment

The sentiment indicator (positive, negative, or neutral) reflects the overall sentiment of the full conversation. Select the indicator to view a graph showing emotional fluctuations per message, helping you adjust your tone and approach. Positive: Negative: Neutral:

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Message Timestamps and Read Status

• All agent messages show a date and timestamp.
• Consecutive messages sent within the same minute are stacked under one timestamp.
• Read status appears against the most recent message in a stack.

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Voice Interactions

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Audio and Video Calls

During a chat, you can escalate to an audio or video call by selecting the Audio Call or Video Call icon in the Live Interaction Pane.

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Virtual Backgrounds (Video Calls)

During an active video call, open the Virtual Background option to apply a static image or blurred background. The background applies to your video feed only and saves at the browser level for future calls.

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Agent-to-Customer Screen Sharing

1. Start a video interaction.
2. Select Start Screen Sharing and review the disclaimer.
3. Choose an application window or browser tab to share.
4. To stop, select Stop Screen Sharing or end the interaction.

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Outbound Calls

You can initiate outbound calls from the Conversation Tray. Rules for outbound calls: When you start an outbound call, your status automatically changes to System Busy. Steps to make an outbound call:

1. Select + on the Conversation Tray and select Outbound Call.
2. On the Dialer tab, select the number to call from (phone number or SIP trunk).
3. Enter the phone number with the country code and select Call, or select the country from the dropdown, enter the number, and select Call.

Dialer behavior:

• The ISD code auto-adjusts to the last-used country code.
• Numbers auto-format to a standard format.
• Invalid numbers display an error and disable the Call button.
• Enable call controls during ringing: Turn on this toggle to use Mute, Hold, Keypad, and Transfer during the dialing phase.

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Click-to-Call (Inbound)

Inbound Click-to-Call interactions appear in the Live Interaction Pane like a standard voice call. The system provides the customer’s metadata and prior chat transcript. Available call controls: Mute, Unmute, Hold, Resume, Recording (Pause/Resume), Transcription (Pause/Resume), and Internal Transfer.

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Voicemail

If auto answer mode is on, voicemails appear automatically in your Conversation Tray. If manual mode is on, you receive a notification and must accept the voicemail (no inbound slot is consumed). Once accepted, you can play, transfer, call back, or download the voicemail from the Live Interaction Pane. To call back from a voicemail:

1. Select Call in the VOICEMAIL panel.
2. The outbound dialer opens. Select Call to initiate the call.

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Consult, Conference, and Warm Transfer

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Consult Call

A consult call lets you speak privately with another agent while the customer is on hold.

1. Select Transfer, search for an agent, and select Consult.
2. The customer is placed on hold and the consult call connects. The consult call appears in the receiving agent’s Conversation Tray. On accepting, the call appears in the receiving agent’s Live Interaction Pane.
3. The following options are available to the initiating agent:
4. Use Swap to switch between the customer call and the consulting agent. Switching to the customer call places the consult on hold.
5. After the consult, select Merge to start a conference or Forward for a warm transfer.

Consult to a queue: Select a queue during the consult action to route the consult to an available agent in that queue. The system connects to the first available agent based on skills, availability, and capacity. Queue-level consult without selecting an agent:

1. During an active interaction, select External Consult Call.
2. Select a queue.
3. Optionally select a specific agent.
4. Select Queue Consult to initiate the call.

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Conference Call

Select Merge during a consult to bring the customer into the conversation. Up to 4 supervisors and the primary agent can join the same conference call. The conference call appears in the receiving agent’s Conversation Tray. On accepting, all parties are connected.

• If a participant drops due to network issues, they can Rejoin.
• If you leave the call, the supervisor takes full control.
• Each participant can transfer the conversation or exit independently.
• CSAT links to the last agent who handled the conversation.
• All chat transcripts from supervisors appear in yellow.
• A notification appears if the customer drops off during the conference call.

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Warm Transfer

After a consult or conference, select Forward to transfer the call to the other agent and disconnect yourself. The initiating agent disconnects and the conversation appears in the receiving agent’s Conversation Tray. On accepting, the call transfers to the receiving agent.

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Consult and Conference Limitations

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Call Transfer (Voice)

1. Select Transfer (or press Alt + Shift + T) and search for an Agent or Queue. Recent transfer results appear.
2. Search for an Agent or Queue.

Transfer to Agent: Select the agent and choose from the available options. Select Transfer to directly transfer the call. Transfer to Queue: Select the queue and select Transfer. The system routes to available agents in the selected queue. The queue must be online and, if skill match is enabled, have agents with the required skills. Transfer to External Contact: Your administrator must enable this in Agent Settings. This is a blind transfer — the call ends for you like a normal interaction. Complete ACW after the transfer.

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External Consult During a Live Interaction

If you need to consult an external number during an active call:

1. Select the Dialpad icon in the Live Interaction Pane.
2. In the External Consultation Call window, dial the number using one of three methods:
   • Manual Dialer: Enter the phone number with the country code and select Call.
   • Contacts Tab: Search for the contact, select Call, then select Call on the dialer tab.
   • Call History Tab: Select the number from history and select Call to dial.
3. The external call connects and the customer is placed on hold. The Call History tab records all outbound calls.

Available controls during an external consult: Mute, Hold, Keypad (DTMF), Merge, Forward, End, Swap.

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Chat and Digital Interactions

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Translate Conversations in Real Time

1. Select Translate on the Live Interaction Pane.
2. Select a language from the dropdown. Select Mark as Default to save it as your default language.
3. The conversation appears in the selected language.

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Emojis

Select the Emoji icon in the compose bar to add emojis to your message.

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Attachments

Select the Attachments icon to share files with the customer. Files are stored in Amazon S3.

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Co-Browse

Co-browse lets you view and optionally control a customer’s web session in real time. The customer remains in control at all times. Starting a co-browse session (Chat or Voice):

1. In the Console, select CoBrowse. Chat: Voice:
2. Select Start CoBrowse. A request is sent to the customer.
3. The customer selects Accept or Reject on the pop-up.

Agent toolbar options: Customer toolbar options: Co-browse via phone (security code):

1. In the Console, select CoBrowse.
2. Generate a security code and share it with the customer verbally.
3. The customer enters the code on the website.
4. The session starts after the customer enters the code.

Co-browse via an external system: When connected through an external system (for example, Genesys):

1. Select Co-browse on the Conversation Tray.
2. Share the generated security code with the customer. The co-browse session starts.

Co-browse limitations:

• Cannot capture native browser dialogs, OS-level UI, other tabs, or desktop applications.
• Agent controls are limited to: click, hover, scroll, and HTML form input.
• Agent and customer views may occasionally fall out of sync due to DOM-based technology limitations.

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Email Interactions

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Email Display

Emails appear as threaded conversations. Key display features:

• Threaded structure — Replies link to the original email chain for seamless context.
• Collapsible tiles — Minimize or expand email threads to reduce clutter.
• Collapsible thread view — During Reply, Reply All, and Forward, only the latest email shows by default. Select the ellipsis to expand the full thread.

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Replying to Emails

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Resending Emails

1. Open the email interaction and select Resend.
2. The composer opens with recipient details and original content prefilled. Optionally edit the content.
3. Select Send. The resent email links to the original and is marked Resent in the interaction log.

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CC and BCC

Add recipients in the CC and BCC fields. You can add or remove recipients dynamically and use comma-separated email IDs.

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Standard Responses in Email

From the text editor:

1. Select the Standard Response icon at the bottom of the email editor.
2. Select a category and then the response template.
3. Select the response to use it.
4. Select Send and confirm.

From the Responses widget: Select a standard response from the widget. When the editor has content, choose: For email with a subject field, additional options include Replace with subject and Append with subject.

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Attachments in Email

Select the Attachment icon to upload files. Attachments appear as a list. If there are more than three, a View More option appears. Files are stored in Amazon S3.

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Notes

Add notes for key points, customer feedback, next actions, or suggestions. Previous notes from other agents also appear here.

1. Select Notes.
2. Select + Add New Note.
3. Type the note and select Save. A confirmation appears.

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Drafts

If you close the email editor with unsaved content, the system saves it as a draft automatically. Drafts persist through logouts and network interruptions. Multiple drafts per email thread are supported. To save a draft intentionally, select X to minimize the editor window.

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Outbound Email

1. Select + on the Conversation Tray and select New Mail.
2. Enter the recipient’s email address, select a queue, and enter the subject and body.
3. Choose an action:
   • Send — Sends the email immediately.
   • Send & Close — Sends the email and opens the disposition window. If Wrap-up Code prediction is enabled, a disclaimer appears to verify AI-generated content.
   • X — Minimizes and saves as a draft.
   • Delete — Deletes the draft after confirmation.

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Email Work Bin

Work Bin lets you park an email conversation temporarily, freeing your slot while waiting for a customer reply. Administrators must enable this feature. To park a conversation: Select Work Bin in the email interaction header. The conversation leaves your active tray and your slot is released immediately. When the customer replies:

• The system attempts to route back to you (the last handling agent).
• If you are unavailable, it waits for the configured duration, then routes to the queue.
• If no wait behavior is configured, the system applies standard queue routing immediately.

Supervisor options while a conversation is in Work Bin:

• Assign the conversation directly to an agent.
• Transfer the conversation to a queue (does not wait for you).

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Agent Forms (Secure Forms)

Agent forms let customers submit sensitive information securely. When a customer submits a form, the data is masked in your console by default. To share an agent form:

1. Select Agent Form.
2. Select the form and select Send Form. The form status shows Sent.
3. When the customer submits it, the status changes to Filled. Select the form to view it.
4. Select Unmask to view masked fields (applies only when masking was enabled during form creation).

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Manual PII Redaction

During a live chat, you can redact sensitive (PII) data from the conversation transcript.

1. Highlight the text to redact. Select Redact Data.
2. Select Redact Data.
3. Confirm by selecting Redact Data again. The text is permanently masked.

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Snooze

Snooze pauses a conversation timer and frees your slot for other conversations while you wait for a customer response or retrieve information.

1. Select Snooze at the top of the Live Interaction window.
   Snooze is unavailable if the conversation is overdue or you have a reply pending.
2. Select a snooze duration: Today, Tomorrow, Day After, or Custom (up to 30 days in advance).
3. If your administrator has made snooze notes mandatory, add a reason.
4. For a custom duration, turn on the Custom Snooze toggle and set the date and time.
5. Select Apply.

A snooze indicator and message appear in the Live Interaction Pane. Hovering over a snoozed conversation in the tray shows the snooze duration and the total count of snoozed conversations. Snooze behavior:

• If Agent Logout with Snoozed Interactions is enabled, you can log out and snoozed conversations remain in your inbox for your next login.
• If Reactivation on User Message is enabled, a new customer message automatically wakes the conversation. If disabled, you must resume it manually.
• If a supervisor transfers a snoozed conversation, it opens when the new agent accepts it.

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Transferring Interactions

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Transfer to Another Queue

1. Select Transfer at the top of the Live Interaction Pane, or press Alt + Shift + T.
2. Search for and select a queue. The conversation is transferred.
3. If Skill Modification is enabled, select Next, then add or remove skills.
4. Select Transfer.

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Transfer to Another Agent

1. Select Transfer or press Alt + Shift + T.
2. Search for and select an available agent.
3. Select Transfer.

Transfer to External Contact:

1. Select Transfer or press Alt + Shift + T.
2. Search for and select an external contact.
3. Select Transfer.

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Modify Skills Before Transferring

If Skill Modification is enabled, you can add or remove skills on the interaction before transferring it to another queue.

1. Select the Add Skills option on the Skills bar.
2. Select or remove skills from the dropdown.

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Ending Interactions

1. Select End in the Live Interaction Pane.
2. Confirm by selecting Yes. The interaction moves to After Call Work (ACW).

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Timer After Caller Disconnects

When a caller disconnects, a depleting timer appears with options to End the call or Call Back. If no action is taken, the call moves to ACW when the timer expires. During a conference call disconnect, the timer shows options to Close or Rejoin.

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After Call Work (ACW)

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Dispositions

A disposition code labels the outcome of an interaction. During the conversation:

1. Select + Add Disposition.
2. Select a code from the dropdown and select Save.
3. Select End and confirm. The Disposition & Notes window appears.
4. Make changes if needed, then select Close.

At the end of the conversation:

1. Select the conversation in your tray.
2. Select a status: Resolved, Abandoned, Pending, or a custom code set by your administrator.
3. Optionally add a description, then select Close.

Intelligent Disposition Suggestions: If enabled, the system suggests the most appropriate disposition code based on AI analysis of the conversation transcript. Suggestions appear in the disposition bar. Accept with one click or override manually.

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Feedback Surveys

After interactions end, the platform can send a feedback survey to the customer. Only one feedback type can be active per channel at a time. Select Send Survey in the bottom-right corner of the Live Interaction Pane to include a survey at the end of the interaction. Supported CSAT scenarios (voice): To view feedback scores:

1. Go to the Conversations Dashboard.
2. Open the interaction and select the Details tab.
3. If the customer completed a survey, the Feedback field (CSAT/NPS/Like/Dislike) appears.

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Request Supervisor Support

1. Select ⋮ (more options) on the Live Interaction Pane and select Request Supervisor Support.
2. Select one or more supervisors from the list.
3. A notification is sent to all selected supervisors with Available status.
4. The supervisor receives the notification.
5. When a supervisor accepts, an Internal Chat window opens for you to communicate with them.

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Agent AI Assist

The Agent AI panel provides real-time assistance during conversations.

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Responses Widget

Use canned responses to send standard messages quickly. Default categories:

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User Info Widget

Displays additional customer information. Your administrator can customize this widget to include more fields.

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History Widget

The History widget shows past inbound and outbound conversations linked by phone number. Audio files include download links. Each history entry shows:

• Date, year, and time
• Total duration
• Channel icon
• Automation use case and total wait time
• Per interaction: duration, wait time, final status, and direction (Inbound/Outbound)

Select an entry to view the full transcript. Translate historical conversations:

1. Select the History tab and open the conversation.
2. Select Translate on the Live Interaction Pane and choose a language.
3. The conversation appears in the selected language.
4. Select Original to revert to the original language.

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Internal Chat

Use Internal Chat to communicate with other agents or supervisors while handling a customer interaction.

1. Select the Internal Chat icon in the upper-right corner of the console.
2. Select an available agent or supervisor from the list.
3. Send messages, attachments, or initiate an internal call.

To translate an internal chat:

1. Select Translate.
2. Choose the language and optionally select Mark as Default. The chat translates into the selected language.

Administrators can enable or disable translation for internal chats from Translation Configurations.

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Manage Layout

Go to Console > Manage Layout to add, delete, or switch between layouts. To create a new layout:

1. Select + Create New. The layout page opens with available widgets on the left panel.
2. Drag the required widgets to the layout area.
3. Enter a Layout Name and select Save.

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External Widgets

External widgets in your layout have a Maximize icon. Select it to expand the widget to a full-page view within the console.

1. Select the Maximize icon on an external widget. The widget expands to a full-page view within the console. A disclaimer appears in the original widget tab.
2. Interact with the widget. It automatically refreshes when you switch conversations.
3. Select Close or Minimize to return the widget to its original size.

Refresh a widget: Select the Refresh icon within a widget to reload its data without refreshing the entire application.

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Notifications

Select the Bell icon in the top-right corner, then select Settings to manage notification preferences. Supported browsers: Chrome, Firefox, and Microsoft Edge. Notifications you can manage: New conversations, customer messages, manager messages, SLA breaches, transfer requests, and error prompts. Select the name on the right to change the sound for a notification type. Repeat notifications:

1. Select the Repeat icon next to Incoming Interactions to enable it.
2. Set the repeat interval (default: 5 seconds).
3. Select Save.

Incoming call sound through speakers when headphones are connected: Enable this option to play incoming call sounds through the system speaker even when a headset is connected. Conversation audio continues through the headset. Enabled: Disabled (default):

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User Diagnostics

Select the User Diagnostics (♡) icon in the top-right corner.

• Green icon — Device permissions are active.
• Orange icon — Device permissions are missing. A pop-up appears prompting you to enable settings. Select Set Permissions to configure device permissions.

Audio Device:

1. Select your Speaker and Microphone from the dropdowns.
2. Select Start Recording to record a clip.
3. Select Stop Recording to stop.
4. Select Play to test the recording. Maximum recording length: 12 minutes. A confirmation appears if no audio issues are detected.

Video Device:

1. Select your Camera from the dropdown.
2. Verify the video feed is visible.

Connectivity:

1. Select Start Test to run connectivity, bandwidth, and server reachability tests.
2. When complete, view the results. Select Copy Results to share the output.

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Connection Handling

If your internet connection drops, a message appears at the top of the console. The system attempts to reconnect automatically. If reconnection fails after several attempts, you are prompted to reload the page.

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Proactive Network Monitoring

During active calls, the system monitors network performance (packet loss, speed, and MOS score). If metrics exceed the 300 ms threshold, a warning banner appears on the Console. Select Know More to view the last 5 minutes of performance data with the threshold highlighted. Select Report to submit the issue and capture connection logs for analysis.

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Analytics

The analytics section shows your daily performance metrics:

• Feedback survey scores
• Average conversations completed, transferred, and abandoned
• Average first response time and average response time

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Agent Profile

Select your Profile icon in the top-right corner to update your login and contact details, or to log out.

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App Language

Choose the display language for the Agent Console:

• English (United States)
• Japanese (Japan)
• Korean (South Korea)

1. Select App Language.
2. Choose your language.
3. Select Save.

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Multi-Account Access

If you belong to multiple accounts, you can select an account at sign-in and mark one as your default. After signing in, switch between accounts from the top-right corner.

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Help

Select the Help icon in the top-right corner to access support resources.

• Introduction to AI for Service
• Help & Documentation
• Community
• What’s New in v11.x.x
• Contact Us
• Academy
• Submit a Request
• Report a voice issue for the current call

To report a voice issue:

1. Select Report voice issue for the current call.
2. Select the issue category: Audio Clarity, Connection Problems, Voice Transmission, or Other.
3. Add a description and optionally upload a screenshot.
4. Select Submit. Select Done to close or Download Logs to export logs.

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Related

• Routing — How interactions reach agents
• Agent AI — Real-time AI assistance
• Skills — Agent skill configuration