Difference between revisions of "myAgent"

The Wiki of Unify contains information on clients and devices, communications systems and unified communications. - Unify GmbH & Co. KG is a Trademark Licensee of Siemens AG.

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{{up}} [[OpenScape Office]] |{{up}} [[OpenScape Office Contact Center]] | {{de}} [[myAgent (de)|myAgent]]
{{up}} [[OpenScape Office]] |{{up}} [[OpenScape Office ContactCenter]] | {{de}} [[myAgent (de)|myAgent]]
[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]
[[Image:OSOff-Agent-Screen.jpg|thumb|350px|myAgent screenshot]]

Revision as of 12:53, 17 March 2011

myAgent screenshot

myAgent is the user portal for contact center agents, supervisors and contact center administrators. It provides information about the number of waiting calls as well as information about the Presence status of other subscribers.

myAgent provides the following features:

  • Call processing
  • Caller details
  • Agent callback
  • Agent status
  • Presence status
  • Real-time monitoring of queues
  • Assistance
As an agent you can request assistance from the supervisor during a call. When doing so, you can specify the reason and the type of assistance you require: Instant messaging, Silent Monitoring or Override.
  • Instant Messaging
Instant Messaging enables you to exchange instant messages (i.e., to chat) with other internal subscribers. Instant Messaging is possible in combination with myPortal, myPortal for Outlook, myAgent or myAttendant.
  • Directories
  • Voice and Fax messages
  • Reports