CallGuide Edge Agent application overview

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 Assistance - 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.

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 if to accept contacts automatically, add an email signature, change language and password etc.

Can also 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. See Transfer log file from Edge Agent.

Help

Opens the Telia CallGuide online help web https://docs.callguide.telia.com.

It’s not recommended to exit Edge Agent by closing the tab, or the web browser, since contacts will still be routed to you for a few minutes before you are being logged out, and you will not get any warnings about ongoing contacts etc.