Agent

Overview

This topic describes the Syntelate XA Agent Desktop ("agent desktop") and explains how to use it.

The agent desktop is part of Syntelate XA, a web-based application for contact centers. The agent desktop provides contact center agents with everything they need to engage with customers. You can contact customers and receive contact from them by phone, email, SMS, web chat, and social media chat using the agent desktop – and you can handle multiple interactions across different channels at the same time. Because of that capability, Syntelate XA Agent Desktop is known as an omni-channel unified agent desktop. Agents are organised into agent groups, which determine the workzones that you have access to.

Find out more about workzones, agent groups, and omni-channel and unified desktops by reading the Concepts section below.

Concepts

Omni-channel

The Syntelate XA Agent Desktop is an omni-channel customer interaction desktop. Omni-channel means that Syntelate XA can handle interactions from different sources at the same time. It also means that Syntelate XA can join up the customer's interaction data from each channel they contacted your organization on.

Syntelate XA offers the following channels:

• Inbound and outbound voice calls
• Email
• SMS messaging
• SMS chat
• Web chat
• Social media messaging

Unified

The Syntelate XA Agent Desktop is also a unified agent desktop. This means that Syntelate XA gives you one single interface to handle these different types of interaction, and any external applications that your company has integrated with Syntelate XA.

Workzones

Syntelate XA is organized into workzones. A workzone is an area of the contact center's business, such as sales, customer service, configuration, reporting. Access to workzones is managed by agent groups and reporting groups.

If your group or groups are assigned to only one workzone, you'll automatically enter it upon logging in to Syntelate XA.

Alternatively, if you're assigned to more than one workzone, you will see the Workzone screen after you log in to Syntelate XA. From there you can select a workzone to enter.

The workzone determines what kind of activity you can do. For example, an agent who is a new start and in a team that handles only outbound calls will be assigned to an outbound telephony workzone.

What Next?

• For new users of Syntelate XA, we recommend you get to know the Agent Desktop.

• For help with chats and emails, go to Handling Chats and Handling Emails.

• For instructions on general tasks such as how to use Syntelate XA and log in to your telephone system, see Tasks, below.

Tasks