📘 Call Center Agent Guide
This guide provides guidance on how to manage your availability status in queues, and process queue call interactions as an agent using IZT Cloud Voice on web, desktop, and mobile clients.
Audience
This guide is intended for customer service representatives (agents) who handle inbound voice calls from customers.
Agent Portal
To enhance communication mobility and improve agent productivity, the IZT Cloud Voice system provides a unified agent portal integrated into the IZT Cloud Voice clients that is available on mobile, desktop, and web-based platforms. Agents can handle queue interactions effectively while maintaining seamless communications.
| Supported Client | Description |
|---|---|
| IZT Cloud Voice Web Client | The IZT Cloud Voice Web Client allows agents to access the call center functionalities through a web browser. It includes various intuitive Call Center widgets, Wallboard, and Queue Panel. |
| IZT Cloud Voice Desktop Client | IZT Cloud Voice Desktop Client, installed on the agent’s computer, provides similar call center functionalities. It offers easy access to widgets, Wallboard, and Queue Panel, just like the web client. |
| IZT Cloud Voice Mobile Client | Available as a mobile application, IZT Cloud Voice Mobile Client helps agents manage call center tasks on-the-go, maintaining productivity and accessibility wherever they are. |
IZT Cloud Voice Web Client
- Agents can use the Queue Panel to manage availability and process incoming queue calls.
- Wallboard provides real-time metrics for agents to monitor their performance.
- Access the Web Client via a browser on any computer.
IZT Cloud Voice Desktop Client
- Desktop Client mirrors the functionality of the Web Client while ensuring a dedicated application experience.
- Manage call interactions and availability effectively.
- Available for both Windows and MacOS platforms.
IZT Cloud Voice Mobile Client
- Mobile Client ensures agents stay connected even when they are on the move.
- Offers robust functionalities to manage calls and track performance.
- Available on iOS and Android platforms.