What I can see on my screen when I’m on a call

Click play to watch a video on managing a call.

When you are on a call, you are presented with the following:

Information about the call, such as the caller’s number, the queue in which the call was held and the call service.
Any call events before the call was delivered to you.
Any agent scripts that you should follow to handle the call.
Call control buttons
Background information about the caller (name, address, VIP status) drawn from the built-in CRM or an external CRM.
The contact history for this caller, drawn from the in-built CRM.
Other customised information.
A notes area, where you can enter custom information about the current call, which may be useful to other agents in future interactions with the customer. The notes are then logged in the CRM contact history for this customer.
A dialler interface to make outbound calls (the Outbound Calls box to the right of your screen), to control the physical phone on your desk.

Agent Portal and Setup