Introduction
A31003-P3010-U106-16-7619, 03/2014
8 myAgent, User Guide
myAgent
2 Introduction
This document is intended for the users of myAgent and describes its installation,
configuration and operation.
Related Topics
2.1 myAgent
myAgent is a convenient application for the distribution and handling of calls,
faxes and e-mails to and by the agents of a Contact Center.
myAgent provides the following features:
• Processing of
– Make Call
– Faxes
– E-mails
• Callback function for agents
• Displaying and changing the agent status
• Displaying and changing the presence status of internal subscribers of the
communication system
• Real-time presentation of queues
• Recording of calls, if activated in the communication system
• Request for assistance through
– Silent monitoring of calls (depending on country)
– Overriding calls
– Instant Messaging
• Integration of the internal directory, external directory and the external offline
directory (LDAP) for searches by name
• Creation of reports based on predefined report templates
Depending on the authorization level assigned to a Contact Center agent, either
a standard set of functions (agent) or an advanced set of functions (Supervisor or
Administrator) is available to the agents in myAgent (see Agent Functions
Independent of the Authorization Level).
Related Topics
2.2 User Interface Elements
The user interface of myAgent consists of the main window with different symbols
and lists.
The main window consists of the following elements:
