Welcome to the Agent Guide

This guide shows agents how to use the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. to handle calls, chats and emails with customers.

note

The Supervisor Guide contains extra information with regards to monitoring and other aspects.

Start here

New to the Agent application? Read these four articles in order:

1. Log on – open the Agent application and sign in.
2. Screen layout – find your way around the task listTask List – A list of the Agent's Tasks, shown on the left side of the Agent Application., work areaWork Area – The primary display area in the Agent Application where the active Conversation with a customer is displayed. and menus.
3. Agent states – go Available, take a break, and understand why your state changes on its own.
4. Task life-cycle – how tasks reach you, and what happens when you accept, wrap upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed. and close them.

Common tasks

I want to…	Read
Answer a customer's call	Handling inbound calls
Call a customer	Launching outbound calls
Consult a colleague, set up a conference or transfer a call	Collaborative scenarios
Reply to a chat	Managing chat
Reply to an email	Reply to customer emails
Find, edit or add a customer, or see their past tasks	Customer details & task history
Find a colleague, queue or contact	The directory
Check my performance or pick a waiting task	Agent performance dashboard
Work from my phone	Mobile agent website

Something isn't working?

• I was logged out without doing anything. See Agent auto-logout for what triggers it and how to avoid it.
• I miss new tasks when the browser is in the background. Turn on browser notifications.
• The application looks wrong or doesn't load. Check that you use a supported browser and that it is up to date.

Unfamiliar term? Look it up in the glossary.