How to Use the Directory
In Agent Desktop 2.0, the directory lets you communicate with contacts and users in your contact center, as well as view and edit contact information. To do so, open the communication panel and click the Directory tab. Within the directory, open the Internal tab to view all users and service queues in your organization, or the External tab to view all contacts listed in your Contact database.
Internal users are grouped by teams, while service queues and external numbers are grouped by folders. To expand or collapse a team or folder, click the arrow icon next to its name.
Use the search field above the directory list to search by contact name or number. As you type, only the matching items will remain visible in the directory.
For users registered in your contact center, the directory provides information about their current availability to communicate:
- For agents, depending on your contact center's configuration, you will see either agent state icons or presence icons.
- For non-agents, presence icons are always shown.
- Depending on your contact center configuration, the directory may also show you the current status of your voice and chat queues. This may be helpful when you need to transfer a call/chat to one of those queues.
Privileged users can add new external contacts via the directory. For more information, see How to Create a New Contact.
Starting an Interaction from the Directory
To call or message a contact from the directory, hover your cursor over their directory listing to reveal all available communication channels. Ensure that the desired service, if any, is selected from the drop-down menu before proceeding.
- Click the Call icon to initiate an outbound call.
- Click the Review history and/or initiate chat icon to compose a chat/SMS message.
- Click the Send email icon to compose an email.
Presence Icons
Available
The user is at the desk and is not on a phone call.
Away
The user is logged in but is likely to be away from the desk at the moment. This status is assigned automatically if no computer activity has been detected for the last 15 minutes. As soon as some activity is detected, the user is automatically switched to status Available. This status does not prevent you from attempting to contact the user.
Do Not Disturb
The user has manually set the status indicating the desire not to be contacted at the moment. This status does not prevent you from attempting to contact the user.
On the Phone
The user is currently on a phone call. This status is assigned automatically when the user makes or answers a phone call. This status applies to users busy with phone calls only; status Available will be displayed for users who handle interactions of any other media types.
Offline
The user is currently logged out.
Agent State Icons
Ready
The user is in the Ready state.
Not Ready
The user is in the Not Ready state. Note that the text of both system Not Ready reasons and custom Not Ready reasons are displayed.
Busy
The user is in the Busy state. Users on an active phone call display the Busy Call icon instead. For this state, the directory displays the media type of the interaction the user is busy with (i.e. call, chat, or email) to the right of the directory listing.
If an agent has multiple interactions of different media types, only one media type is displayed in the following precedence order:
- Call
- Chat
- Preview
After Call Work
The user is in the After Call Work state.
Supervising
The user is in the Supervising state.
Offline
The user is offline.
Service Queue Icons
Logged in, Ready
One or more agents assigned to this service are currently in the Ready state. The availability icon is shown in green. If any additional service metrics are configured to be shown in the directory, those metric names and values are shown to the right of the availability icon.
Logged in, Not Ready
One or more agents assigned to this service are logged in, but none are currently in the Ready state. The availability icon is shown in yellow. If any additional service metrics are configured to be shown in the directory, those metric names and values are shown to the right of the availability icon. For hunt groups, the indicator is yellow when there are no members logged in or configured, or there is at least one hardphone-member configured for the group.
Logged out
All agents assigned to this service are currently logged out. The availability icon is shown in grey. If any additional service metrics are configured to be shown in the directory, those metric names and values are shown to the right of the availability icon. For hunt groups, the white indicator means all members are logged out, and there are no hardphone-members configured for the group.