Agent

Overview

This section describes the Syntelate XA Agent Desktop. The agent desktop is used by contact center agents to handle customer interactions.

As well as agents, this section will be helpful to other user groups, such as supervisors, Designer users, Studio users. Understanding how Syntelate XA works from an agent’s perspective will make it easier for supervisors and administrators to manage and configure Syntelate XA.

Tip: If you are a supervisor, you can find help with the tasks you need to do in Syntelate XA in the Supervisor section. Designer and Studio users can find information on configuring Syntelate XA in the Designer and Studio sections.

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.

Omnichannel diagram

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.

Note: Although the Syntelate XA Agent Desktop offers many features, your company may have selected only some of them for your agent desktop.

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.

Tip: You can download PDF versions of the Help site from each topic's overview page or from the PDFs page. Alternatively, your company may have provided you with bespoke PDFs written specifically for your team. Check with your manager if you are unsure which PDFs to use.

Tasks