CallGuide Edge Agent application overview

Read messages, if not fully displayed click on it. Close message by clicking on OK.
Systems information.
Message from administrator
Message from another agent
See your status, such as
Ready
Paused
Call
Wrap-up. If there is a plus button you can extend the ongoing wrap-up time.
Activate to start accepting contacts or Pause to stop the routing of contacts to you.
See Activate to start working
Select Work level
Get contacts from queues
Be available for enquiry only
Own work. No contacts are routed to you
Menu with support functions
Queue status.
See which queues you are able to serve, including number of contacts in queue and manning status.
See Queue status
Search/Call.
Write a phone number to call, or search for groups to make enquiry calls to and transfer contact's to.
See Call a specific number and EnquirE or transfer
Waiting lists.
Pick contacts from a list showing content from all the waiting lists you are able to serve.
See Pick contacts from waiting lists
Interactions
Search for a person and see all interactions with this customer, regardless of media.
See Interactions in Edge Agent
Statistics today.
See what you have done via CallGuide Edge Agent (and CallGuide Agent), so far during the day.
CallGuide Answer
Open the self learning knowledge base for questions and answers.
See The smart FAQ - CallGuide Answer
New chat card
Prepare handling multiple simultaneous chats, by opening empty chat cards.
See Chat in Edge Agent
Create callback.
Create a callback to be called later.
See Create callback
Book appointment
Book an appointment to get a pre-set reserved duration time for a callback call. See Book Callback appointment in Edge Agent
Client settings.
Choose e.g. if to accept contacts automatically, change language and password. Can be configured centrally, via CallGuide Admin, as described in CallGuide Agent default settings
Keyboard shortcuts.
The list of shortcut commands, as seen in Keyboard shortcuts
Transfer logfile.
Saves logged events to a server, for error tracing. Describe what happened before the perceived problem.
Help.
Opens the Telia CallGuide online help web https://docs.callguide.telia.com
Logout
Closing the web browser will also log you out from CallGuide.
The work flow area e.g. for handling of contacts in progress. Both parked and active contacts.
For each contact, buttons offer various functions depending on contact status, such as End, Alternate, Conference, Retrieve, Transfer and Resume after parking.
Click on Show more contact data to view and edit contact data.
The support functions' area. Here with Queue status

 

Telia CallGuide version 10.1. New info since last release is highlighted. ©Telia Sverige AB