The contact center for agents

The Agent View in the sipgate desktop app provides a central workspace for team telephony in the contact center.

The Contact Center in the sipgate Desktop App gives you, as an agent, a central workspace for your team telephony. At a glance, you can see who is available, how many calls are waiting, and you can control your status.

Requirement: Agent View is part of the sipgate Premium plan. Your admin must assign you to a Contact Center channel so that it appears in your app. If no Premium app is being used, the regular channel functions are available.

How does the Contact Center view work in the Premium app?

In the left sidebar of the Desktop App, all Contact Center channels to which you are assigned as an agent are listed. Contact Center channels automatically move to the top of the navigation. Clicking a channel opens it.

The two tabs in the channel:

Tab	Content
Inbox	Call history of the channel — all incoming and outgoing calls, sorted chronologically.
Availability	Live metrics for the channel (waiting calls, average wait time, team AHT, max. wait time) and the respective agents, as well as a filterable overview of the real-time status of all team members.

When you first open a channel, you land in the tab Availability. After that, the app remembers your last visited tab.

Log in and out: In the top right of the channel area, use the Logged in / Logged out button to change your status. Only logged-in agents receive calls from the queue. The status is visible to admins in Live Monitoring.

How can I adjust the wrap-up time myself?

After each completed call, the configured wrap-up time starts automatically. The running timer is shown in the bottom left of the app. The wrap-up time can be adjusted as follows:

Extend: Click + 1 minute to get more time for after-call work.

End early: Click End to finish the wrap-up time and become available again.

Note: Adjusting the wrap-up time affects the evaluation of team performance and service performance of the individual agent. This feature is available exclusively in the sipgate Premium app.