Getting Started

This guide walks you through your first session in the Agent Desktop -- from logging in to handling and wrapping up your first customer interaction. By the end, you will be comfortable with the layout and ready to work.

Agent Desktop getting started walkthrough

Prerequisites

Before you begin, make sure you have:

• An agent or supervisor account provisioned by your administrator
• A supported browser (Chrome, Edge, or Firefox -- latest version recommended)
• Microphone permissions granted if you will be handling voice calls

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If you do not have an account yet, contact your tenant administrator. They can invite you from Settings > Team Management or from the Tenant Admin Portal under Users & Roles.

Step 1: Log In

1. Navigate to your organization's Agent Desktop URL in your browser.
2. Enter your email and password on the login screen.
3. If your organization uses Single Sign-On (SSO), click the Sign in with Google or Sign in with Microsoft button instead.
4. If Multi-Factor Authentication (MFA) is enabled, enter the verification code from your authenticator app.
5. After successful authentication, you will land in the Agent Desktop workspace.

INFO

On first login, the desktop will attempt to initialize your WebRTC softphone connection. If you see a browser prompt asking for microphone access, click Allow -- this is required for voice calls. You can also grant microphone access later from Settings > Voice & Softphone.

Step 2: Explore the Three-Panel Layout

The Agent Desktop uses a three-panel layout:

1. Left Sidebar -- The dark gradient panel on the left. It contains:

   • Your organization's logo at the top
   • Navigation icons in the middle (Inbox, Active, Hold, Follow-ups, Knowledge, and more depending on your role)
   • Your agent profile at the bottom with avatar, name, role, and status indicator

2. Center Panel -- The main workspace area. When you first log in, you will see the Inbox mailbox view. This is where your work items appear.

3. Right Panel -- This panel appears when you select a conversation. It shows customer context, case info, history, knowledge articles, and AI suggestions across five tabs.

imageAgent desktop three-panel layout with labeled regions: left sidebar with navigation icons and agent profile, center panel showing inbox mailbox, and right panel showing customer context tabs

Three-panel layout with labeled regions

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The right panel is hidden until you select a conversation. This gives you maximum screen space for the inbox or other full-page views.

Step 3: Set Your Presence to Available

When you first log in, your status is set to Offline. You will not receive any work item offers until you change it.

1. Look at the bottom of the left sidebar. You will see your avatar and name.
2. Click the three-dot menu icon (to the right of the settings gear).
3. A dropdown menu appears with status options.
4. Select Online to make yourself available for incoming interactions.

Your status dot will change to green, and the system will begin routing work items to you based on your skills and queue assignments.

Status	Dot Color	Behavior
Online	Green	Receiving new work item offers
Away	Amber	Not receiving new offers; existing conversations remain active
Busy	Red	Not receiving new offers; indicates focused work
Offline	Gray	Fully disconnected from routing

WARNING

If you have an auto-away timer configured (default: 15 minutes), your status will automatically switch to Away after a period of inactivity. Move your mouse or interact with the desktop to reset the timer.

Step 4: Receive and Accept a Work Item Offer

Once you are Online, the system will route interactions to you. When a new work item arrives:

1. A Work Item Offer panel appears in the center of your screen.
2. The panel shows:
   • A color-coded channel icon (e.g., blue globe for Web Chat, amber phone for Voice)
   • The customer's name (or "Unknown Visitor" if not identified)
   • The channel type and queue name
   • A priority pill (Critical, High, Medium, Normal, or Low)
   • The source of the interaction (e.g., "Bot Escalation" if the customer was handed off from a bot)
3. A countdown progress bar shows you have 30 seconds to respond.
4. Click the green Accept button to take the interaction.

If you click Reject or the timer expires, the work item is returned to the queue and offered to another agent.

imageWork item offer panel showing channel icon, customer name, queue name, priority pill, source pill, escalation reason, countdown progress bar, and accept/reject buttons

Work item offer panel

INFO

A short notification sound plays when a work item offer appears. You can adjust or mute this in Settings > Notifications > Sound Alerts.

Step 5: View Customer Context in the Right Panel

After accepting a work item, the conversation loads in the center panel and the right panel appears.

1. The right panel defaults to the Customer 360 tab, which shows:

   • Profile Card -- Customer avatar, name, and VIP badge if applicable
   • Contact Info -- Phone number, email address, and location
   • Customer Details -- Extended profile data from your CRM or customer database
   • Customer Memory -- Historical context and notes from previous interactions
   • Preferences -- Communication preferences and settings

2. Use the tabs across the top of the right panel to switch between:

   • Customer 360 -- Profile and contact information
   • Case Info -- Current case details and orders
   • History -- Past conversation transcripts
   • Knowledge -- Relevant knowledge base articles
   • AI Assist -- Real-time AI suggestions and coaching

Step 6: Respond to the Customer

1. In the center panel, you will see the message list with any conversation history (including bot messages if the customer was escalated from a bot).
2. Type your response in the chat input area at the bottom.
3. Press Enter to send your message (or click the send button).

Additional tools available in the chat toolbar:

• Attachment -- Send files to the customer
• Canned Responses -- Insert pre-written response templates
• Transfer -- Transfer the conversation to another agent or queue
• Voice/Video -- Escalate a chat to a voice or video call

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Check the AI Assist tab in the right panel while you are chatting. It provides real-time suggestions including knowledge base excerpts, coaching tips, and recommended actions based on the conversation content.

Step 7: End and Wrap Up the Conversation

When the conversation is resolved:

1. Click the End button in the chat header or toolbar.
2. The Disposition Modal appears, asking you to categorize the interaction.
3. Select a disposition code from the grouped dropdown (e.g., "Resolved - First Contact" under the Resolution category).
4. Add notes if required (some disposition codes require notes -- you will see a "Required" badge next to the Notes label).
5. Click Complete to submit the disposition and close the work item.

The conversation is removed from your active list, and you are ready for the next interaction.

INFO

If you do not complete the disposition within the wrap-up timeout (default: 2 minutes), the system will auto-complete the conversation with an "auto_completed" disposition.

Next Steps

Now that you have handled your first interaction, explore these areas to get the most out of the Agent Desktop:

• Inbox & Work Items -- Learn about filters, outbound items, and creating tasks
• Customer 360 -- Deep dive into customer context features
• AI Assist -- Understand how AI suggestions work
• Settings -- Customize your notifications, voice devices, chat behavior, and appearance