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Agent Desktop Overview
The OmniBots Agent Desktop is a unified workspace for handling live customer interactions across chat, voice, and video channels. It provides agents with real-time customer context, AI-powered suggestions, and a streamlined workflow for managing multiple concurrent conversations. Supervisors get additional monitoring, quality, and analytics capabilities from the same interface.
Who Is This For
| Role | What You Can Do |
|---|---|
| Agent | Handle inbound and outbound interactions across all channels, view customer context, get AI-powered coaching, use the softphone for voice calls, and wrap up conversations with disposition codes |
| Supervisor | Everything agents can do, plus monitor live conversations, view risk and wellness dashboards, manage queues, review quality scores, and access team analytics |
Three-Panel Layout
The Agent Desktop uses a three-panel layout that adapts based on your current navigation context.
Left Sidebar
The left sidebar contains the navigation menu, conversation list, and agent profile footer. It uses a dark gradient background and remains visible at all times.
- Logo -- Workspace branding at the top
- Navigation -- Icon-based nav items organized into groups (see Navigation below)
- Conversation List -- Shows your active, on-hold, and follow-up conversations when those nav items are selected
- Agent Footer -- Your avatar, name, role, status dot, settings button, and a status/logout menu
Center Panel
The center panel is the primary workspace. Its content changes based on the active navigation item:
- Inbox -- The mailbox view with a table of all work items (active and wrap-up), filter tabs, and a Create Task button
- Chat -- The conversation view with message list, chat input, toolbar, and voice/video controls
- Full-page views -- Dashboard, Analytics, History, Quality, Knowledge, Queues, Risk Monitor, Wellness, Live Monitor, Skills, Users, Team, and Settings each render as full-page views in the center panel
Agent desktop three-panel layout with annotations: left sidebar showing dark gradient navigation with logo, icon menu, and agent footer; center panel showing the inbox mailbox view; right panel showing Customer 360 tabs
Right Panel
The right panel appears when you have a conversation selected (in Inbox, Active, Hold, or Follow-ups views). It contains five tabs:
| Tab | Content |
|---|---|
| Customer 360 | Profile card, contact info, customer details, memory card, and communication preferences |
| Case Info | Current case details, order history, and related information |
| History | Previous interactions and conversation history for this customer |
| Knowledge | Searchable knowledge base articles relevant to the current conversation |
| AI Assist | Real-time AI-powered suggestions, compliance flags, coaching tips, and revenue opportunities |
Navigation Groups
The sidebar navigation is organized into three groups, separated by dividers. Supervisor and analytics items only appear if your role has the required permissions.
Agent Navigation
| Item | Icon | Description |
|---|---|---|
| Inbox | inbox | Mailbox view with all work items, filter tabs, and outbound section |
| Active | flash_on | Currently active conversations (badge shows count) |
| Hold | pause_circle | Conversations placed on hold |
| Follow-ups | event | Conversations with scheduled follow-up actions |
| Knowledge | menu_book | Search and browse knowledge base articles |
Supervisor Navigation
These items require the agents.monitor or queues.view permission.
| Item | Icon | Permission | Description |
|---|---|---|---|
| Live Monitor | monitor_heart | agents.monitor | Real-time view of all active agent conversations |
| Risk Monitor | gpp_maybe | agents.monitor | Conversation risk scoring and threat detection |
| Wellness | favorite | agents.monitor | Agent wellness and cognitive load monitoring |
| Queue Wallboard | queue | queues.view | Real-time queue status, wait times, and agent assignments |
Analytics Navigation
These items require the analytics.view permission.
| Item | Icon | Description |
|---|---|---|
| Dashboard | dashboard | KPI cards, volume charts, and performance overview |
| Quality | verified | Quality scoring, evaluation forms, and calibration |
| Analytics | bar_chart | Detailed analytics with custom date ranges and filters |
| History | history | Historical conversation search and transcript review |
Settings and Administration
The Settings view is accessed from the gear icon in the sidebar footer. It is also accessible as a navigation item. Settings are organized into Personal and Administration sections -- see Settings for details.
Floating Elements
Several components float above the three-panel layout and appear contextually.
Work Item Offer
When a new interaction is routed to you, a centered overlay panel appears with:
- Channel icon and color-coded badge (Web Chat, Voice, WhatsApp, SMS, Email)
- Customer name and queue
- Priority pill (Critical, High, Medium, Normal, Low)
- Source pill (Bot Escalation, Transfer, Queue, Manual, Direct)
- Escalation reason if applicable
- Countdown progress bar (30-second timeout)
- Accept and Reject buttons
If you do not respond within 30 seconds, the offer is automatically rejected and rerouted.
Softphone
A floating action button (FAB) in the corner opens the softphone panel for making and receiving voice calls. The softphone includes a dialpad, contacts list, recent calls, and active call controls (mute, hold, transfer, conference).
Floating Video Panel
When a video call is active, a draggable floating video panel displays the remote and local video feeds. The panel can be repositioned anywhere on the screen.
Conference Bar
During a conference call (three-way or more), a conference bar appears at the top of the workspace showing all participants and conference controls.
Transfer/Consult Panel
When initiating a warm transfer or consult, a panel appears for selecting the target agent or queue and managing the consultation.
Key Capabilities
- Multi-channel handling -- Chat, voice, video, SMS, WhatsApp, and email from a single workspace
- Concurrent conversations -- Handle up to 5 simultaneous interactions (configurable)
- Customer context -- Full Customer 360 view with profile, contact info, history, and preferences
- AI assistance -- Real-time compliance flags, coaching tips, knowledge suggestions, and revenue opportunities
- Voice integration -- Browser-based WebRTC softphone with Telnyx SIP, plus transfer and conference
- Video calling -- Telnyx-powered video sessions with floating draggable panel
- Disposition workflow -- Structured wrap-up with grouped disposition codes and required notes
- Risk detection -- Per-conversation risk scoring with pulsing indicators
- Supervisor tools -- Live monitoring, whisper coaching, queue wallboard, quality scoring
Next Steps
- Getting Started -- Log in, explore the layout, and handle your first work item
- Inbox & Work Items -- Understand the mailbox view and work item management
- Customer 360 -- Learn about the customer context panel
- AI Assist -- Explore AI-powered agent assistance
- Settings -- Configure your personal preferences and administration options