Agent Console

An Agent’s One-Stop Shop

Customer service and support agents are much more productive when the information and tools they need to solve a customer’s problem are consolidated in a single spot. A unified agent console with integrated solution management provides a single desktop view of relevant information about the current case, which ultimately reduces the length of calls and increases first call resolutions.

Three-Pane Console

The agent console is a single screen including a list view, a case detail view, and a mini view with related information so that the service agent has everything at his or her fingertips when interacting with customers. Common tasks are accomplished in half the number of clicks and without requiring much navigation.

Suggested Solutions

The agent console can automatically present related solutions to help agents more quickly find solutions for customers, so even new agents can quickly resolve issues like old pros.


Case History

For a deeper and complete understanding of a customer’s interactions with your service organization, a complete, at-a-glance case history can be displayed in the console for the agent.

Customized Views

Agents can resize the elements of their consoles to optimize their individual views. Administrators can design console layouts to choose what information is helpful to support a business process so that the agent sees that precise information in the console.