©2018 VONAGE. | QUICKSTARTGUIDEDESKTOPCONNECT0218

CallCenterAgent

DisplayQueueStatistics-CallsinQueue-EstimatedWaitTime(EWT)-AverageSpeedtoAnswer(ASA)-LongestWaitingCall-AverageHandleTime(AHT)-Staffed

ContactsPane:-ContainsContactDirectories-PlaceCallstoContacts-LineStateofSupervisors-ViewContacts:ClickonExpansionArrowforEachSection

CallConsole:-View&ManageCurrentCalls

Dial

OutboundCLID Redial

-LastCall-TraceCall-HistoryGroupBy

DisplayPane:-GlobalMessages-LinktoReporting-LinktoSettings-Help(FullUserGuide)-FullScreenOption-SignOut-ACDStatusDropDown

DashboardPanel:-Usedtomonitorselectedcallcentersanagentisassigned

ContactDirectories-Search(AllDirectories)-EnterpriseCompanyWide-Personal-Supervisors(AssignedAgent)-SpeedDial-Queues(AgentAssignment)

ConferenceCall:-Manageconferencecalls-LeaveButton:Allowotherpartiestocontinue;youdrop.-End:Endcallforallparties

©2018 VONAGE. | QUICKSTARTGUIDEDESKTOPCONNECT0218

CallCenterAgent

DisplayPane:-GlobalMessages-LinktoReporting-BacktoApplication-Help(FullUserGuide)-FullScreenOption-SignOut-ACDStatusDropDown

Tabs

CurrentLocation

Workspace:-Save(Current)-Load-Restore(Previous)-AlwaysSaveonSign-Out

ChangeTime/DateFormat

UserIDHotel/FlexibleSeatingHost

Language

ScreenPop

ChangePassword

©2018 VONAGE. | QUICKSTARTGUIDEDESKTOPCONNECT0218

CallCenterAgent

Tabs

CurrentLocationDisplayPane:-GlobalMessages-LinktoReporting-BacktoApplication-Help(FullUserGuide)-FullScreenOption-SignOut-ACDStatusDropDown

ClicktoEnable/Disable:-DoNotDisturb-CallForwardAlways

DisplayPane:-GlobalMessages-LinktoReporting-BacktoApplication-Help(FullUserGuide)-FullScreenOption-SignOut-ACDStatusDropDown

Tabs

CurrentLocation

AssignedQueuesJoinAll

AgentPolicies:PostSign-InACDStatePostCallACDStateSetWrap-UpPolicy

©2018 VONAGE. | QUICKSTARTGUIDEDESKTOPCONNECT0218

CallCenterAgent

Notification:-FocusWindow(IncomingCalls)

-ShowNotifications

Tabs

DisplayPane:-GlobalMessages-LinktoReporting-BacktoApplication-Help(FullUserGuide)-FullScreenOption-SignOut-ACDStatusDropDown

CurrentLocationPlug-Ins:Enable/Disable

OutlookIntegrationSettings

LDAPv3IntegrationSettings

ProgramShortcuts

ActivityArchive

©2018 VONAGE. | QUICKSTARTGUIDEDESKTOPCONNECT0218

CallCenterAgent

Tabs

CurrentTabLocationDisplayPane:-GlobalMessages-LinktoReporting-BacktoApplication-Help(FullUserGuide)-FullScreenOption-SignOut-ACDStatusDropDown

EmailMessagingSettings

AboutTab:AboutApplication

ReportTab:-SetDefaultThresholds-SetDefaultStartDayofWeek

©2018 VONAGE. | QUICKSTARTGUIDEDESKTOPCONNECT0218

CallCenterAgent

RealTime• Includesstatisticsforaperiodthat

hasastartdateandtime,butnoenddateandtime

• GeneratesbothReal-Time&HistoricalReports

Historical• Includesstatisticsforaspecified

timeperiodinthepast• GeneratesONLYHistorical

Reports

IntervalBased• Generatesreportsthatinclude

intervalstatistics• Intervals:15&30minute,hourly,

daily,weekly,monthly

AgentReportTemplate(s):ActivityDetailReport-providesdetailsrelatedtotheactivityofagent(s)includingallState,Disposition,andCallactivity.(Historical/Non-IntervalBased)ActivityReport-providesinformationrelatedtotheactivityofagent(s),suchasthetimethatanagentspendsinvariousstates.(Real-Time/IntervalBased)CallbySkillReport-providesinformationaboutthenumberofACDcallsanagenthasreceivedatdifferentskilllevels.(Real-time/IntervalBased)CallDetailReport-providesinformationrelatedtocalls(completed)madeorreceivedbyagents.(Historical/Non-IntervalBased)CallReport-providesinformationaboutthenumberofcallshandledbycalltype.(Real-time/IntervalBased)DurationbySkillReport-providesthetimeagentsspentonACDcallsansweredatdifferentskilllevels.(Historical/IntervalBased)DurationReport-providesinformationrelatedtothedurationofcallshandledbyagents.(Real-time/IntervalBased)Signin/OutReport-providesinformationrelatedtothesign-inandsign-outeventsofagents.(Historical/Non-IntervalBased)