The contact center for agents
The Agent View in the sipgate Desktop App provides a central workspace for team calling in the contact center.
The Contact Center in the sipgate Desktop App gives you, as an agent, a central workspace for your team calling. At a glance, you can see who is available, how many calls are waiting, and control your status.
Requirement: Agent View is part of the sipgate Premium plan. Your admin must assign you to a Contact Center channel for it to appear in your app. If no Premium app is used, the standard channel functions are available.
How does the Contact Center view work in the Premium app?
All Contact Center channels you are assigned to as an agent are listed in the left sidebar of the Desktop App. Contact Center channels automatically move to the top of the navigation. Clicking a channel opens it.
The two tabs in the channel:
Inbox
Call history of the channel — all incoming and outgoing calls, sorted chronologically.
Availability
Live metrics for the channel (waiting calls, avg. 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 open a channel, you are taken by default to the Overview tab. The app remembers the last tab you visited.
Logging 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 do I adjust after-call work time myself?
After every completed call, the configured after-call work time starts automatically. The running timer is shown at the bottom left in the app. After-call work time can be adjusted as follows:
Extend: Click + 1 minute to get more time for follow-up work.
End early: Click End to finish the after-call work time and become available again.
Note: Adjusting the after-call work time affects the evaluation of team performance and service performance of the individual agent. This function is available exclusively in the sipgate Premium app.
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