Overview
The UC application includes a dedicated Call Center Agent interface for users who are assigned to call queues. This interface gives agents the tools they need to manage their availability, monitor queue activity, and handle inbound calls efficiently from a single screen. The Call Center Agent tab must be enabled for your account by an administrator.
Agent Availability Status
Agents can set their availability status directly from the Call Center Agent interface. The available statuses are:
- Available: The agent is ready to receive calls from the queue.
- Unavailable: The agent is logged in but not available for queue calls.
- Lunch, Break, Meeting, Web, Other: Specific unavailability states that can be reported for availability tracking and reporting purposes.
Joining and Leaving Queues
Agents assigned to one or more call queues can log in and out of individual queues from the Call Center Agent interface. Logging out of a queue stops calls from that queue routing to the agent without requiring them to log out of the application entirely.
Handling Calls
Inbound calls from the queue appear in the agent interface and can be answered, transferred, placed on hold, or parked using the same call controls available in the main Calls tab. Agents can also see the caller’s information and queue details when a call arrives, giving them context before answering.
Wrap-Up Time
After a call ends, agents may be placed in a wrap-up state for a configured period of time before becoming available for the next call. This gives agents a moment to complete any notes or follow-up tasks related to the previous call before the next one arrives.