The horizontal header is the area which runs along the top of the Agent Desktop interface. The following options are available on the horizontal header:

• Title and logo—Displays the Cisco Webex Contact Center logo and name (default) at the top-left corner of your screen. Your administrator can customize the title and logo based on the desktop layout settings.

• Availability State—Displays your availability status to receive and accept contacts across all communication channels (voice call, chat, email, or social messaging conversation). When you sign in to the Agent Desktop, your state is set to Idle by default. For more information, see Agent Availability States.

• Outdial Call—Displays an option to make an outdial call. The Outdial Call icon is displayed based on your agent profile configuration. For more information, see Make an Outdial Call.

• Notification Center—Displays the number of new messages you have received. When you click the Notification Center icon, the dialog box displays the desktop alerts and notifications. For more information, see Access Notification Center.

  You can also access earlier screen pop using the screen pop URL. For more information, see Access Screen Pop.

• User Profile—Displays your information and settings. For more information, see User Profile.

Note	If your administrator has configured the header widgets, then the widgets are displayed on the horizontal header. For more information on widgets, see Manage Widgets.

The Navigation bar is displayed at the left side of the Agent Desktop interface.

Note	The availability of icons on the Navigation bar depends on how your administrator has configured the desktop layout.

The following icons are available to access the main features:

• Home—Displays the agent dashboard where you can access your completed or assigned contacts that require your attention. You can perform actions such as communicating with customers across various channels, and viewing customer information. The icon displays a badge indicating the number of requests that you have not accepted across various channels. For example, .

• Agent Performance Statistics—Displays the Agent Performance Statistics widget which details the historical and real-time statistics of an agent. If your profile is configured for statistics reporting, the Agent Performance Statistics icon is displayed in the Navigation bar. For information about the statistics reports, see Agent Performance Statistics Reports.

• Reload—If you are accessing the Agent Desktop in an iFrame, click Reload to refresh the Agent Desktop web page. An iFrame is an HTML element that lets you nest one web page in another web page.

  Note	The Reload icon is displayed only when you access the Agent Desktop in an iFrame.

• Help—Displays the Help topics in the Help Center dialog box. To view the PDF format of the Help topics, click View as PDF.

Note

Based on the Desktop Layout configuration, the custom icons (for example, the Customer Experience Analytics icon) are displayed in the Navigation bar above the Help icon. When the Agent Desktop is accessed for the first time or the cache cleared, the custom title, the custom logo, and the custom icons on the Navigation bar load a few seconds later, onto the default icons list. The custom icons or custom widgets are loaded based on the cache first, and then based on the server synchronization. If the Desktop Layout configuration is updated by your administrator, you must clear the cache and reload the Agent Desktop to view the latest custom icons or custom widgets. Trying to reload without clearing the cache may cause screen flickers and may also lead to unexpected behavior.

The Task List pane is displayed at the top-left corner of the Agent Desktop interface.

When a request is routed to your queue and you are available, a new request appears in your Task List pane. You must accept the request to start communicating with the customer. By default, the Task List pane is expanded. If the Task List pane is collapsed, you can see a popover at the bottom-right corner of the desktop to accept the request. For more information, see Popover.

If you have multiple requests, the latest request is displayed at the top of the Task List pane, and the order is calls, chats, social messaging conversations, and emails.

The request displays the following details:

• Calls—Displays the (Call) icon, the phone number of the customer, DNIS (Dialed Number Identification Service), path ID, the queue that routed the call to you, IVR path ID, and a timer indicating the time elapsed since you received the call. You can see the status of the incoming call as Ringing.

• Chats—Displays the (Chat) icon, the name of the customer, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance.

• Social Messaging Conversations—The following details are displayed:

  • Facebook Messenger—The request displays the (Messenger) icon, the name of the customer, the queue that routed the chat request to you, the app user ID, and a timer indicating the time that has elapsed since you received the chat request.

    Note	The customer name is displayed in the desktop only if the customer's profile information on Facebook Messenger is set as public.

  • SMS—The request displays the (SMS) icon, the phone number of the customer, the queue that routed the SMS chat request to you, and a timer indicating the time that has elapsed since you received the chat request.

• Emails—Displays the (Email) icon, the name of the customer, the queue that routed the email to you, and a timer indicating the time that has elapsed since you received the email request.

Note

When you place the pointer on the request in the Task List pane, the (expand) icon is displayed. Click to view the request details. You are alerted with a sound notification when you receive a chat, a social messaging conversation, or an email request. A badge in each chat and social messaging conversation task displays the number of unread messages.

After you have accepted the request, the timer displays the time that has elapsed since you accepted the request. For more information, see State and Connected Timers.

Note

If you are unable to accept the request within the specified time displayed in the timer, the request flashes for a few seconds and your state changes to RONA (Redirection on No Answer). For more information on RONA, see Agent Availability States. Consider that you sign out when the Task List pane is collapsed. If you sign in to the Agent Desktop without clearing the cache, the Task List pane retains your earlier selection, which is the collapsed state.

Popover

If the Task List pane is collapsed, you can see the popover at the bottom-right of the desktop. The popover is the pop-up dialog box that is displayed when a call, chat, email, or social messaging conversation request is routed to you. The popover displays the details, the action buttons or the links based on the configuration that is defined for each channel. For example, the chat request popover displays the Accept button, the (Chat) icon, the name of the customer, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance.

When you have multiple requests, the popovers are stacked. If you have more than five requests at any point in time, the requests are displayed as 1-5 of <total number>. Click the icon to view the next requests. You can accept the email, chat, or social messaging conversation by clicking the Accept button in each popover. To accept all requests together, click Accept <number> requests. The earliest request is displayed at the top. The order is emails, social messaging conversations, chats, and calls from top to bottom.

The Agent Interaction History pane is displayed at the left-bottom of the Agent Desktop interface. You can view your previous communications with a customer across all the channels (voice, email, chat, and social) in this pane. The pane displays details for the last 24 hours.

To view your previous communications based on a channel for the past 24 hours, select the following tabs:

• All—Displays your previous communications across all channels along with the total connected time, and the timestamp on when you accepted the request. This is the default selection.

• Calls—Displays your voice calls along with the customer phone number, wrap up reason, the total connected time, and the timestamp on when you accepted the request.

• Chats—Displays your chats along with the customer name, wrap up reason, the total connected time, and the timestamp on when you accepted the request.

• Social Messaging Conversations—Displays your Facebook Messenger and SMS (Short Message Service) chats along with the customer name (Facebook Messenger), customer phone number (SMS), wrap up reason, the total connected time, and the timestamp on when you accepted the request.

• Emails—Displays your emails along with the customer email address, wrap up reason, the total connected time, and the timestamp on when you accepted the request.

For more information, see State and Connected Timers.

Note

The Agent Interaction History pane fetches all the completed interactions with the respective wrap up reason. If the contact is not wrapped up, the wrap up reason will appear as NA. For more information, see Apply Wrap Up Reason. When you hover the mouse pointer either on the Task List pane or the Agent Interaction History pane, the (collapse) icon is displayed. Click to close the pane. Place the pointer on the Agent Interaction History pane border. When the pointer changes to (sizing handle), click and drag the to resize the Agent Interaction History pane vertically. The resized Agent Interaction History pane is retained until you sign out, close the browser, or clear the browser cache.

The Interaction Control pane is displayed at the top center of the Agent Desktop interface.

The Interaction Control pane includes the following details:

• Customer information with all Call-Associated Data (CAD) variables for voice calls.

• Connected timer which includes the duration of your contact with the customer until you end the communication.

• Along with the connected timer, the Interaction Control pane displays another timer based on the state set by the system and how you proceed with your communication. For example, when you place a call on hold, the timer shows the hold time next to the Consult on Hold state.

• The control buttons used to perform tasks based on the configuration of your profile. For example, on an active voice call, you can record a call.

When you accept a voice call (inbound or outbound), by default, the Interaction Control pane is expanded, and remains persistent even when you switch between options in the Navigation bar.

When you accept an email, chat or social messaging conversation request, by default the Interaction Control pane is collapsed. Use the (expand) icon to expand the Interaction Control pane to view the customer information.

Note	To copy the customer information, hover the mouse pointer on the field value and then click .

For more information on the connected timer, see State and Connected Timers. For updating the CAD variables, see Call-Associated Data Variables.

The Workspace pane is displayed at the center of the Agent Desktop interface only when you accept an email, chat or social messaging conversation request.

Note	When you accept a voice call (inbound or outbound), the center pane displays the Auxiliary Information pane.

The center pane displays details based on your selection of the contact card in the Task List pane. For example, when you select an active email contact, the center pane displays details of the received email.

The center pane can also display information based on your selection in the Navigation bar. For example, when you select Agent Performance Statistics (if your profile is configured), then the center pane displays your reports.

Note	When you hover the mouse pointer either on the Task List pane or the Agent Interaction History pane, the (collapse) icon is displayed. Click to close the pane, and to increase your work space area.

The display position of the Auxiliary Information pane on your Agent Desktop interface depends on the active request.

When you accept an email, chat, or social messaging conversation request, the Auxiliary Information pane is displayed at the right side of the desktop, and the Workspace pane is displayed at the center of the desktop. When you accept a voice call (inbound or outbound) the Auxiliary Information pane is displayed at the center of your desktop.

The widgets are displayed in the Auxiliary Information pane on your desktop. Each tab in the pane can have one or more widgets based on the default desktop layout settings configured by your administrator. For more information, see Manage Widgets.

The details of the tabs are:

• Contact History (default)—Displays the history of previous communications with the customer during the last 90 days. When you are on a digital channel conversation (email, chat, or social messaging) with the customer, the Contact History tab displays the consolidated history of all digital channel conversations. When you are on a voice call, the Contact History tab displays the history of only voice calls.

  When you accept a contact, the Contact History tab displays the customer details in chronological order. The customer history details include name of the customer, wrap up reason, queue name, connected time, and end time. You can also view the previous emails by clicking the View email message link.

  Note	The Contact History tab fetches all the completed interactions with the respective wrap up reason. If the contact is not wrapped up, the wrap up reason will appear as NA. For more information, see Apply Wrap Up Reason. Click to maximize your content view in the Auxiliary Information pane.

• Screen Pop—Displays the screen pop tab based on the default desktop layout settings.

• Custom widgets—Displays custom tabbed widgets based on your default desktop layout or organizational settings. For more information, see Manage Widgets.

Toaster is a native browser notification that appears only if the desktop's browser tab is in the background. Browser toaster notifications are displayed if the Agent Desktop is not the active browser window or tab. The Agent Desktop browser window or tab is inactive when,

• You are working on other browser windows or tabs.

• You are working on other applications.

• You have minimized the Agent Desktop browser window.

If the Agent Desktop is not the active browser window or tab, you are alerted with a sound notification on the browser taskbar based on your browser settings. You must click on the toaster notification to make your Agent Desktop window or tab active. The following are the browser toaster notification behaviour and restrictions:

• Display of browser toaster notification is based on your operating system and browser settings.

• You must enable browser toaster notification permissions for the operating system and the browser.

• You must allow the browser permissions when prompted.

• Positioning of the browser toaster notification pop-ups depends on the operating system.

• Browser toaster notifications cannot be stacked. A new notification replaces the existing notification pop-up.

For more information on supported browsers, see Browser Requirements.

Note

Toaster notifications are applicable for calls, chats, emails, and social messaging conversations. Toaster notifications include the alert message, phone number, name or email address of the customer. For example, Incoming email from johndoe@gmail.com. Your administrator configures the time interval for the toaster notifications to close automatically. The timeout value is honored in the Chrome browser across Windows OS, Chrome OS, and macOS. However, the other supported browsers do not honor the configured notification timeout value consistently.

Desktop or application level notifications are displayed at the top-right corner of the Agent Desktop. The following are the desktop notification behaviour and restrictions:

• Desktop notifications can be stacked.

• Desktop notifications can be automatically dismissed or closed by you.

• Desktop notifications in the Agent Desktop are displayed based on the Notification Settings. For more information, see Enable or Disable Notification Settings.

Your administrator configures the following:

• The number of desktop notifications to be displayed at a time.

• The time interval for the desktop notifications to close automatically. The configured timeout for notifications is applicable for supported browsers in Windows OS and Chrome OS. In macOS, the supported browsers automatically close the notifications.

Desktop notifications are applicable for calls, chats, emails, and social messaging conversations. The notification includes the name of the customer, the phone number, chat message, or information on the request. The following are examples:

Note	In the Task List pane, a badge in each chat and social messaging conversation task displays the number of unread messages. You are alerted with a sound notification when you receive a chat, a social messaging conversation, or an email request.

The following are the agent availability states:

• Idle—Indicates that you are signed in but not ready to accept any routed requests. When you sign in to the desktop, your state is set to the default idle reason configured by your administrator.

  Your administrator configures more idle state reasons that are appropriate for your enterprise. If you must go offline for a meeting, training, or lunch break, change your state to an idle reason by selecting an option from the drop-down list. The administrator-defined idle state reasons are preceded by a gray () icon.

  In addition, you can select an idle state reason while you are interacting with a customer; for example, during a chat session with the customer or when responding to an email message. For more information on which idle state reason to use, contact your supervisor.

  Note	If you are in the Available or Idle state without any ongoing conversations, your supervisor can sign you out of the Agent Desktop. You must sign in again to access the Agent Desktop. For more information, see Sign In to the Agent Desktop.

• Available—Indicates that you are ready to accept and respond to contact requests routed to you. After you sign in, you must select Available from the drop-down list to accept voice call, chat, email, and social messaging conversation requests. The Available state is preceded by a green () icon.

  Note

  Any communication such as voice call, chat, email, social messaging conversation, or campaign is routed to you only when your state is set to Available. For more information, see Change the Availability State. If you reload the Agent Desktop when you are in the Available state, the default idle state is initially displayed, and then the state changes to Available. The delay is subject to network connectivity.

• RONA (Redirection on No Answer)—Indicates that you have not accepted a voice call, chat, email, or social messaging conversation request within the specified time. The voice call, chat, email, or social messaging conversation request is returned to the queue. The system changes your state from Available to RONA. The RONA state is preceded by a red () icon.

  Note	The maximum available time to accept a voice call request is 18 seconds. The maximum available time to accept a digital channel request (chat, email, or social messaging conversation) is 32 seconds.

  If you are unable to accept the request within the specified time displayed in the timer, the request flashes for a few seconds and your state changes to RONA (Redirection on No Answer). The request is returned to the queue.

  The system cannot deliver any new contact requests to you under the following conditions:

  • The request is not answered during the Available state.

  • The Dial Number or Extension provided is incorrect.

  When your state changes to RONA, a popover appears with the following options:

  • Go To Idle—When you click Go To Idle, your state changes from RONA to the default idle reason configured by your administrator.

  • Go To Available—When you click Go To Available, your state changes from RONA to Available. The Available state indicates that you are ready to accept and respond to contact requests routed to you.

  When an incoming call request is not delivered to you due to a failure of network, phone, or other devices, your state is set to RONA. You can click Go To Idle displayed on the popover and contact your administrator to investigate the situation.

  Note

  You cannot change your state to RONA manually. To accept a voice call, chat, email, or social messaging conversation request, you must change your state from RONA to Available manually. If the Agent Desktop application is not the active browser window or tab, you are alerted with a toaster notification when your state changes to RONA. For more information, see Toaster Notification—Browser.

Voice call states are initiated by the system. The call state changes depending on your action on the call, and whether you are communicating with a customer or another agent. For example, when you place the customer call on hold, the Interaction Control pane displays the state as Call on Hold.

Connected timer—When you accept a call, chat, email, or social messaging conversation request, the timer appears next to the request in the Task List pane. The timer displays the time that has elapsed since you accepted the request. The connected timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). The connected timer is also displayed in the Interaction Control pane.

When you are communicating with the caller (customer) or another agent, based on your action, the following voice call states are set by the system:

• Ringing—Indicates that the incoming call popover is being displayed at the bottom right corner of the desktop. If you are unable to answer the call within the time configured by your administrator, the call is returned to the queue. The system changes your state from Available to RONA.

• Call on Hold—Indicates that you have placed the customer on hold.

• Consult Requested—Indicates that you have initiated a consult call.

• Consulting—Indicates that you are consulting with another agent.

• Consult on Hold—Indicates that you have placed the agent with whom you are consulting on hold.

• Conference icon with <phone number or name of the agent>—Indicates a three-way communication between you, the customer and another agent.

• Wrap Up—Indicates that you have ended your voice call with the customer.

The chat and email request states are initiated by the system and change as you proceed with your communication.

Email State

• Wrap Up—Indicates that you have ended your email communication with the customer.

Chat States

The following are the chat request states:

• Conference Requested—Indicates that you have initiated a conference chat.

• Conference—Indicates a three-way communication between you, the customer and another agent.

• Wrap Up—Indicates that you have ended your chat, or social messaging conversation with the customer.

Agent Desktop also supports the JAWS screen reading software for the elements listed below.

For more information on the supported JAWS version, see the Voluntary Product Accessibility Templates (VPAT) report for Cisco Webex Contact Center.