The Agent screen is where agents handle calls and chats in Call Center Studio. After logging in to the system, click the Agent icon on the menu of the welcome screen to open it. This article covers the areas and tabs of the Agent screen, the call features, and the chat screen.

The Agent screen opens after you click the Agent icon on the menu. Its main areas and tabs are described below.

When you log in to the Agent screen, the sound settings section appears.

After the sound settings, click the drop-down menu shown in the image to select your status, then choose a status from the list.

Custom statuses can also be selected, as shown in the following image.

You can view detailed information about incoming and outgoing calls on the Active Call tab.

Click the My Messages tab to see the messages you send to or receive from other users.

To send a message, click Send Message. Select the recipients and one of the predefined titles from the drop-down menu, write the message content, and click Send Message.

Click the Team tab to display the agents in your team. All the teams you belong to are listed on this screen. Select a team to see which agents are in it; you can also filter the team's online agents.

Click the Performance tab to view your own performance data. The data can be filtered by period, such as Today, Yesterday, or This Week.

Click Add/Remove to choose which performance data is displayed, then click Save.

Click Status Durations in the Performance section to display your status durations.

Click the Previous Calls tab to view the calls you have made through the system. Click Missing Finish Codes to display the calls whose finish code is missing.

Click the queues link to access the queue data.

Click the Evaluations tab to see your call evaluations.

Click the play icon to listen to the call recording.

Use the respective buttons to play, rewind, and fast-forward the recording, and to adjust the playback speed and volume.

Click the objection button to object to the evaluation of your call. Write your objection reason and click Submit; your objection is sent to the responsible Quality Evaluation Specialist.

Click the IVR Applications tab to access the integrated IVR application screens. This screen is mostly used to take payments during a call. The relevant IVR application must be defined in the system settings.

Click the icon showing your initials at the bottom left of the page to access your profile details. Click My Profile in this menu to update your personal information and password. The microphone and headphone settings are also available in this section. As shown in the image, Messages, Team, Queues, and Help Center can also be reached from this menu. To switch to dark mode, click the night mode icon under theme.

The following features are available while making and handling calls on the Agent screen.

To make a call, type the number you want to call in the search box. Select the queue from which you want to make the call in the Queue selection drop-down menu. Start the call by clicking the call button.

By clicking Contacts, you can also call your saved contacts.

When a new call comes in, it appears as a pop-up on the screen. In this pop-up window you can accept or reject the incoming call. You can also see which number and queue the call came from. For campaign calls, the campaign information is also displayed.

To make a call from the second line, select the second line from the left menu as indicated. Type the number to be called and make the call from Line 2.

Click the hold button to put the call on hold. To take the call back, click the same button again.

Click the transfer button to transfer the active call.

With Consult, you speak to the other party before completing the transfer. With Blind Transfer, the call is transferred to the number directly without speaking first.

Click Queues to transfer the active call to the desired queue.

You can transfer the active call to an agent by choosing either Consult or Blind Transfer.

You can transfer the active call to a contact registered in the phone book using either of the same transfer options.

You can also transfer the active call to any IVR.

Click the microphone button during the call to mute your voice.

When there are calls on both lines, click the conference button to start a conference. The lines you have added to the conference are shown on the call screen.

Click the Chat tab in the sidebar to open the chat module.

An incoming chat can be either accepted or rejected.

The Active Chats tab opens directly when an incoming chat is accepted. Apart from chatting with the customer, you can view the details of the selected chat in Chat Info, check earlier chats in Chat History, and send template messages.

You can customize the chat menu by pinning items.

Speech to text and live translation are also available, as shown in the following image.

To transfer the chat, click the transfer button at the upper right, next to the end chat button, and select the transfer method. You can transfer the chat to a queue or to an agent.

To access previously ended chats, click the Chat icon in the left sidebar and select the Previous Chats tab.

Click the icon under History to view the chat history. Click the icon under Tags to add a tag.

Click the Team tab to view the teams that have been defined.

Click the Queues tab to display the chat queues.

Chat performance and status durations are displayed on the Chat Performance tab. Choose a period to narrow down the results. Click Add/Remove to select the data you want to add or remove, then click Save.

Status durations can also be displayed on this tab.

Evaluated chats are displayed on the Chat Evaluations tab.

Click the My Messages tab to access the messages you send and receive through the system. You can send messages to other users.

To send a message, click Send Message. Select one of the predefined titles from the drop-down menu, write the message content, and click Send Message.