Mobile Agent Website

The Mobile AgentMobile Agent – A simplified version of the Agent Application for front-line agents away from a desk. It lets them take inbound customer calls on their mobile phone and see their voice task history. is a simplified version of the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. for front-line agents who are away from a desk. It lets you take inbound customer calls on your mobile phone.

It is a website that you open in your phone's web browser, so there is nothing to install from an app store. Check which mobile browsers are supported.

Before you start

• Your mobile number must be set up. Calls are sent to the phone number in your agent profile. If it is missing or wrong, ask your administrator to update your agent details.
• Log off from the standard Agent application first. You can't be logged on to both at the same time. If you are, the Mobile Agent blocks your login.

What you can do

• Log on and off using the standard Microsoft authentication flow, the same way as on the full Agent application.
• Select a tenant when you log on (for multi-tenant accounts).
• Select a business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups..
• Go to a break state, and come back from it.
• Take inbound customer calls from your queues. These calls ring your mobile number.
• See your voice task historyTask History – A list of an Agent's past Tasks in the Agent Application, 7 days by default, filterable by media, direction and media-specific details such as email subject or phone number., and call a customer back from it.

Everything else is only available in the standard Agent application. For example, the Mobile Agent has no pending breaks, task closure or wrap-upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed..

Get started

1. Open the Mobile Agent web address in your phone's browser and log on.
2. Optionally, add it to your home screen. After you log on, your browser offers to place an app-like icon on your home screen, so you can open the Mobile Agent without starting the browser first. More about adding it to your home screen.
3. Set your state to Available to start receiving calls.

Take a call

1. When a customer call reaches one of your queues, the system calls your mobile number. Depending on your supervisor's configuration, the caller ID shows the customer's phone number, if available.
2. Answer with your phone's normal call app.
3. Talk to the customer. If you switch back to the Mobile Agent during the call, it shows an Active Call screen with the call duration. There are no call controls in the Mobile Agent.
4. End the call with your phone's call app.
5. Switch back to the Mobile Agent. You are Available for the next call.

For more detail, see Answer an inbound call on the Mobile Agent.

Voice task history

The task history lists your voice tasks from the last 7 days, including tasks you handled in the standard Agent application. Each entry shows:

• The customer phone number. Tap it to copy it.
• The call direction (inbound or outbound).
• The result: Handled, Missed or Rejected.
• The date and time.

Filter the list by result, or search by customer phone number.

Call a customer back

Tap a task in the history to call the customer. The call uses the same agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc., business unit and channel as the original task, regardless of its result or direction. If any of these was removed, the call fails with an error.