Your first shift in the Agent application

When you've done this, you know how to start work, handle a conversation from the moment it reaches you until it's closed, step away for a break and finish your shift. A colleague plays the customer, so you can practise before real customers reach you.

Log in → you start on break
  → go Available
  → a call, chat or email arrives in your task list → accept it and help the customer
  → end the conversation → the task goes into wrap-up
  → pick a completion code, add a note and close the task
  → take a break → check your dashboard → log out

It takes about 30 minutes. Roles involved: Agent. A colleague sends the test call, chat or email.

The steps are the same for calls, chats and emails except where the tabs show the difference. Pick your channel once – the other tabs on the page follow.

Before you start

What	Who	Where
Your agent account, with the attributes and business unit of the queue you'll test	Administrator	Edit an agent
You're in a team with that queue, so you and your supervisor see it	Administrator or supervisor	Teams
Calls: Microsoft Teams or another voice application set up for you, or WebRTC	Administrator	–
A supported, up-to-date browser	You	Supported browsers
A colleague who can call, chat or email the channel your queue serves	Tester	–

If you don't know which queues you work on, ask your supervisor before you start.

Part 1 – Start your shift

1. Log in

1. Open the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. at agent.graia.ai and bookmark it.
2. Sign in with the Microsoft account your administrator gave you.
3. If your organization has more than one tenant, choose the one you work in.
4. If your supervisor set it up, choose the business unitsBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. you'll work in.

Expected result: the Agent application opens, and the work areaWork Area – The primary display area in the Agent Application where the active Conversation with a customer is displayed. is orange: you're on break. You don't get any tasks yet.

See Logging on.

2. Find your way around

Take a minute to find the parts of the screen you'll use all shift:

• The header bar at the top, with your profile menu on the right: your name, state and how long you've been in it. You change state and log out here.
• The task listTask List – A list of the Agent's Tasks, shown on the left side of the Agent Application. below it. Every call, chat or email you work on appears here. The + button opens Lookup, where you can find a customer or start an outbound task.
• The work area on the left, which shows the task you're working on.
• The dashboard on the right, with your performance, your teams and your queues.

Expected result: under Performance › Queues on the dashboard, you see the queue you'll test. If it's missing, check the team and attributes in Before you start.

See Screen layout and Agent dashboard.

3. Turn on browser notifications

So you don't miss a task when you're in another window:

1. Open your profile menu and choose Settings.
2. On the General tab, click Request notification permissions and allow notifications in your browser.
3. Click Test system notifications.

Expected result: a test notification appears on your computer.

See Agent notifications.

4. Go Available

1. Click Start Working in the middle of the work area. Or open your profile menu and choose Available.

Expected result: the work area turns green and your state is Available. The system can now send you tasks.

See How to leave break.

Part 2 – Handle your first task

5. Accept the task

Ask your colleague to call, chat or email the channel now.

Voice

1. The call appears in your task list, and your voice application rings too.
2. Answer it: in Microsoft Teams, click the pick-up button in the Teams call window. With WebRTC, click the green checkmark in the call interface.

If you don't answer in time, the call goes back to the queue and you're put on RONA break (redirect on no answer). Go Available again to get the next one.

Expected result: you're connected to your colleague, and your state is Busy.

See Answer an inbound call.

Chat

1. The chat appears in your task list. Usually it opens right away. If your supervisor set a RONA timer for chats, accept it before the countdown ends.
2. Read what the customer already wrote – including any conversation with a bot before they reached you.

Expected result: the chat panel shows the conversation, and your state is Busy. For a webchat, a dot on the task shows whether the customer is still active on the website.

See Managing chat.

Email

1. The email appears in your task list. Select it to open it. If your supervisor set a RONA timer for emails, accept it before the countdown ends.
2. Read the subject and message. Older messages in the same thread are shown below it.

Expected result: the email opens with Reply, Forward and Transfer at the bottom, and your state is Busy.

See Open an email task.

The customer's details are on the right of the work area. If the customer is new, click Edit Customer and add their name. See Customer details.

6. Help the customer

Voice

1. Talk to your colleague.
2. Click Hold: the call interface turns orange and your colleague hears music. Click Resume to talk again.
3. Click Mute, then click it again to unmute.

Use the call controls in the Agent application, not the ones in Teams.

Expected result: your colleague hears the hold music while on hold, and hears you again after Resume.

See Use the call controls.

Chat

1. Type your reply in the message field at the bottom of the chat panel and press Enter.
2. Try a template: click Templates, choose one, click Insert, edit it and send it.

Expected result: your messages appear in your colleague's chat. For a webchat, the message status changes from Sent to Delivered to Seen.

See Type a response.

Email

1. Click Reply.
2. Write your answer. Optionally, insert an email template.
3. Click Send.

Expected result: your colleague receives your reply. The task stays open: an email task doesn't close when you send, so the customer's next answer comes back to you.

See Reply to an email task and Waiting for responses.

7. End the conversation

Voice

1. Click Drop call. If your colleague hangs up first, the call ends by itself.

Chat

1. Click the X at the top of the chat.
2. Click Close chat to confirm.

Email

1. When the exchange is over, click the X at the top right of the task.

Expected result: the task is now in wrap-upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed.. You can still read the conversation while you wrap up.

8. Wrap up and close the task

1. Select a Completion code that says how the conversation went. If your supervisor made it mandatory, you can't close the task without one.
2. Add a Note for whoever handles this customer next. If Generate task summary is available, click it to let AI write the note, then read and correct it.
3. Close the task with the button at the bottom.

If you see a wrap-up timerWrap-up Timer – An optional time period administrators can specify at the end of a Task. When expired, the task closes automatically, putting the Agent into available or break state., close the task before it runs out. Otherwise the system closes it for you, without a code or a note.

Expected result: the task leaves your task list, and your state is Available again.

See Wrap up state.

Part 3 – Take a break and finish

9. Take a break while you're busy

You can ask for a break in the middle of a task. You go on break when the task is closed, so no new task interrupts you in between.

1. Ask your colleague for a second test call, chat or email, and accept it.
2. While it's open, open your profile menu and choose a break, for example Lunch.
3. Finish the conversation, then wrap up and close the task.

Expected result: while the task is open, your state is Pending break. As soon as you close the task, you're on the break you chose, and the work area is orange.

See Pending break state.

10. Check your dashboard

1. On the dashboard, open Performance › My Performance.
2. Open the 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. tab.

Expected result: My Performance counts your handled tasks for today. Task History lists your test tasks with their completion code and note. New tasks can take up to 10 minutes to show there.

See Performance tab and Task History tab.

11. Log out

1. Open your profile menu and choose Logout.

If a task is still open, you're in Pending logout, and you're logged out as soon as you close it.

Expected result: you're logged out, and you get no more tasks.

See Pending logout state.

Check that it works

#	Do this	You should see
1	Log in	The orange break screen – no tasks yet
2	Click Start Working	The green Available screen
3	Ask a colleague to call, chat or email the channel	The task in your task list, and your state Busy
4	End the conversation	The task in wrap-up, with the conversation still visible
5	Pick a completion code and close the task	The task leaves the list, and you're Available
6	Choose a break while a task is open	Pending break, then the break once the task is closed
7	Open Task History on the dashboard	Your test tasks with code and note (after up to 10 minutes)

If it doesn't work

Symptom	Likely cause	Fix
No tasks arrive although you're Available	You don't have the queue's attributes or business unit, or you chose another business unit at login	Ask your administrator to check your agent (Edit an agent)
Your queue isn't on the dashboard	The queue isn't in one of your teams	Ask your supervisor to add it (Teams), then log out and back in
A call came in but went away, and you're on RONA break	You didn't answer in time	Go Available again and answer faster. See Redirect on no answer
The call doesn't ring in Teams	Your voice application isn't set up for you	Ask your administrator
You can't close the task	A completion code is mandatory, or a script has to be finished first	Pick a code, or finish the script
You were logged out without doing anything	An auto-logout rule, for example a closed tab or a lost connection	See Agent auto-logout
You don't see notifications when the browser is in the background	Notifications are blocked in the browser	Step 3

Related

• Agent Guide
• Agent states
• Task life-cycle
• Handling inbound calls
• Managing chat
• Reply to customer emails
• Collaborative scenarios: consult, conference, transfer
• Agent dashboard