ACE Agent

ACE Agent is the application for agents and operators. If you are new to ACE you may want to start with Start ACE Agent and login.

ACE Agent’s main window

Below is an overview of the main window in ACE Agent. How the window is presented on your screen depends e.g. on your access rights, computer settings, which contact media you are handling, as well as your own choice of quick buttons. The various fields and button are here described briefly.

Open Main menu to get access to e.g.

Status and time in: Paused, Call, Chat, Email, or Wrap-up. Can also be an Activity, with extra info seen by holding your mouse pointer over the area.

Title bar with organisation area, user name and extension number.

Select Activity, i.e. a reason for absence, set at pausing or logging out.
See Set an activity.

Select which six small quick-select buttons you want to see, as described in Select buttons for the most used function.

Open/close Queue status window. See Basics about Queue status window
Below is the icon for View/hide Support functions area.

Select Custom Work level. See Basics about custom work levels

View details about parked contacts and contacts in progress.
Here with ongoing oncoming call and enquiry call. See Bascis about Contacts in progress.

Action buttons with different functions depending on the mode ACE Agent is in, such as current status, which kind of contact being processed etc. The text on the eight buttons describes their current function, as e.g. Activate to start receiving contacts.