Agent console | Hams AI Docs

The Agent Console page is your personal page in the Cloud Call Center sidebar. It opens at /app/accounts/{account_id}/call-center/agent-console. Administrators and agents can open it.

The page shows your status, your queues, your phone, your voicemail, and your recent calls. The dashboard and the Live Monitoring page show the whole account. See Dashboard and live data.

The agent console with your status, your queues, your phone, your voicemail, and your recent calls. This agent has no voicemail.

The header

The header shows your avatar and your name. Below your name, it shows your extension numbers, for example Ext. 1001.

The status button is at the right of the header. It shows your current status and a clock. The clock counts up from the start of the status. In wrap-up time, the clock counts down to the end of the wrap-up time.

Your status

Click the status button to open the list.

Status	What it does
Available	You can get calls when your phone has a registration. The phone registers only when your Omni Channel availability is online. See Softphone.
On break	Queues treat you as unavailable.
Offline	Queues treat you as unavailable.
Custom	Queues treat you as unavailable. You write a label.

Open the status list

Click the status button at the top of the page.

Pick a status

Click Available, On break or Offline. The page saves the status immediately. The list closes.

Write a custom label

Click Custom. Type your label in the field What are you doing?. Click the check mark to save.

The label must not be empty. It can have 80 characters at most. The form shows Add a status label. when the field is empty. It shows Label must be 80 characters or fewer. when the label is too long. The form also shows the count, for example 12/80.

If the save fails, the button returns to your last saved status. An alert shows the reason.

Your status is one part of your presence. Your presence also depends on your phone and on your calls. A phone with a registration and the status Available make you available. A call makes you busy. See Softphone.

My Queues

The My Queues section shows one card for each queue that you are a member of. The cards update live. A dot next to the title shows the state of the live updates. Point at the dot to read Live updates on or Live updates paused.

Each card shows the name of the queue and its extension number. A chip at the top right shows your state in that queue:

Chip	What it means
Ready	The queue can send you a call.
On call	You are on a call from this queue.
Wrap-up	Your call ended, and you have wrap-up time.
Paused	You are paused in this queue. The queue does not send you calls.
Offline	Your status is Offline, or your phone has no registration.

Each card also shows these figures:

Figure	What it shows
Waiting	The number of callers who wait in the queue.
Longest wait	The wait time of the caller who waits longest. The time turns amber at half of the SLA time of the queue. It turns red at the SLA time.
Available	The available agents and all agents of the queue, for example `2 / 5`. The value turns red when callers wait and no agent is available.
SLA today	The share of today’s calls that an agent answered within the SLA time. A bar shows the same share. A queue with no calls today shows a dash.

Point at SLA today to see the answered and abandoned calls of today, for example Answered today: 12 · Abandoned today: 1.

The cards only show information. You cannot join or leave a queue here. An administrator sets the members of a queue in Queues.

Click the refresh button to load your queues again. The section can show one of these messages instead of cards:

Message	Cause
You’re not in any queues yet.	You are not a member of a queue.
No extension is assigned to you in this account, so you can’t be in a queue yet.	Your user has no extension in the account.

Your phone

The phone panel is on the page. It is the same panel as the panel of the Phone button in the sidebar. Use it to make, answer and control calls. See Softphone.

On this page, the sidebar does not show the phone card. A call that rings does not open a second phone panel.

My Voicemail

The My Voicemail section shows the 5 newest messages in your personal voicemail box. If an administrator has no box, the section shows the first personal box that the administrator can open. A badge next to the title shows the number of new messages.

Each row shows the caller, the number or the length of the message, and the time. A call from today shows only the time. An older call also shows the day. New messages show in bold.

Click the play button to open the player. The message becomes a saved message.
Click the phone button to call the caller back. The button works only when your phone is ready and the message has a number.
Click View all to open the Voicemail page.
Click the refresh button to load the messages again.

If you have no voicemail box, the section shows No mailbox yet. If the box has no messages, it shows No voicemail yet. See Voicemail.

My Recent Calls

The My Recent Calls table shows your 20 newest calls. The information icon next to the title gives the same explanation. The server keeps this list, so it is the same on every browser and device. The softphone Recent Calls log is a different list. It is local to one browser. See Softphone.

The table has these columns:

Column	What it shows
Time	When the call started.
Direction	Inbound or Outbound, from your side of the call.
Call ID	The identifier of the call.
Other Party	The number of the other side.
Duration	The total time of the call.
Outcome	The call outcome.

The Other Party column has 2 buttons:

Copy number copies the number. The page shows Number copied to clipboard.
Call back calls the number from your phone. The button works only when your phone is ready.

Use the tabs All, Inbound, Outbound and Missed to filter the rows. The tab Missed shows the inbound calls with the outcome no_answer. Click the refresh button to load the table again. The table shows No recent calls. when no row matches.

To see the details of a call, open it in Call history and recordings.