Call Center Agent Guide

As a call center agent, you take inbound customer calls that are routed through queues. A queue is a waiting line that holds incoming calls and hands them out to available agents one at a time. This guide explains how to set your availability in the queues you belong to and how to work through queue calls using the Cloud Voice App, which runs on the web, on the desktop, and on your phone.

Caution

Queue calls only reach you while you are logged in to the queue and your status is set to available. If you are logged out or paused, the system skips you and routes the caller to another agent. Check your status at the start of every shift so calls are not sent past you.

Who this guide is for

This guide is written for customer service representatives, also called agents, whose job is to answer inbound voice calls that customers place into your queues. If you also monitor other agents or manage the queue itself, those tasks live in the Call Center Supervisor Guide instead (linked below).

Where agents work

Every agent tool lives inside the Cloud Voice App, so you can stay reachable and keep processing queue calls whether you are at your desk or away from it. The app is available in three forms (web, desktop, and mobile), and the features you get depend on which one you are signed in to.

Note

The Cloud Voice App is a unified communications (UC) app, which means one sign-in gives you calling, queues, and messaging in a single place. You use the same account across the web, desktop, and mobile versions, so your queues and status follow you wherever you sign in.

Tip

Pick the client that matches where you are working. Use the web or desktop app at your workstation for the full call center workspaces, and use the mobile app to stay reachable and change your status when you step away from your desk.

Web and desktop

On the web and desktop versions of the Cloud Voice App, agents work from dedicated call center workspaces that bundle the tools needed to take calls and keep an eye on the queue. There are two workspaces:

• Queue Panel is the day-to-day agent workspace, with everything you need to answer calls and manage the queue you are working. For step-by-step instructions on using it, see Agent operations on the web and desktop app.
• Wallboard is aimed at agents who also monitor live queue activity, such as calls waiting and agents online. Those tasks are covered in the Call Center Supervisor Guide.

Mobile

The mobile version of the Cloud Voice App puts the core call features in your pocket. You can answer and handle queue calls and change your availability status directly from your phone, so you stay responsive even when you step away from your workstation. For step-by-step instructions, see Agent operations on the mobile app.