Agent
A native Microsoft Teams app is available for every ROGER365.io Contact Center Agent. The app offers all kind of functionalities and insight of the call queue.
Availability & Reason Codes
Every agent is able to set their own availability status: Available, Not Ready, Away & Off Work. When an agent is in an active call, the status is changed to Busy. In addition to the Away status, specific reason codes like Lunch or Training can be configured via the Admin portal.
Call parking
An agent is able to park a call for himself or other agent from Call Park group. Caller will be waiting on hold till one of the agents will unpark (unhold) the call, ideal for demanding users where only the best of the best agents can handle the situation, or very busy contact centers that prefer not to advise callers to hang up and call back later.
Conference calls
An agent can invite other participants to an active call. Conference call is very useful feature for Agents who need help with a current conversation.
Multiple Queue Login
An agent can log in to multiple queues at the same time. If the agent is configured as ‘Formal’ then he/she is able to login and logout of the queue. To prevent this, the agent must be configured as ‘Informal’.
Wrap up Time
The Wrap up Timer gives an agent some time after finishing the call to process the conversation. For example update the CRM system, or create a support ticket. The default time can be configured in the Admin portal. If the time isn’t enough, the agent can manually add some extra time by clicking one of the buttons.
Live Queue Insight & Statistics
Every agent has insight in the amount of callers waiting in the queue. Per caller is shown the amount of time waiting and in which queue they are. Also on top of the app statistics are displayed about the selected queue. For example amount of calls today, average waiting time etc. Also information about other queue agents is available like amount of agents with status ready, not ready etc.
CRM Integration
If a CRM system is connected, the name of the caller is also shown when waiting in the queue. When the call is offered to an agent, also the company name is visible. For advanced CRM integration you can take advantage of the Powerframe which allows you to create your own applications with the all information needed for the agent.
Customizable Call Action
Depending on your activities in the app (whether you’re focused on calling or messaging) certain actions may seem unnecessary. In those cases, you can customize your shortcut actions by selecting which exactly buttons should be visible next to person’s name.
Press ellipsis button (More actions) next to a contact’s name to open window listing all actions:
To set selected actions as the shortcut, drag & drop specific action from the More action section via ≡ icon into the Shortcuts. The informational icon next to grayed out action explains the reason behind unability to use this specific action.
Dynamic application scaling
The Agent page of the Contact Center application adjusts its user interface based on the current screen resolution. Whether you’re using a laptop, working with monitors that have high scaling, or simply prefer a smaller screen, this feature ensures that agents have a seamless experience without sacrificing functionality.
Note: The Favorites section of the Attendant Console is now located next to the “Users”, “Groups”, and “Notes” sections. When the “Favorites” section is focused and a search is performed, the agent will search within the Favorites list.
Collapsible left panel
An agent is able to enlarge its working space by collapsing the left side of an application which is responsible for seeing incoming calls or waiting for response conversations. This can be done by pressing on the icon in the top left corner of Agent information. When left panel is collapsed, to answer incoming call or accept conversation, press using left mouse button on the record. Now you can use either “Pickup from the queue” button (visible after hovering mouse over the record), or by pressing right mouse button on the record.
In the screenshot example this button was avaiable to an Agent while having Not ready status. This is possible due to Cherrypicking option.
Group as Favorite
The Attendant Console feature for Agent page of Contact Center application allows to create groups of favorite contacts. This feature is really helpful to organize contacts in defined manner. Favorite contacts which are not part of any group can be dragged into one by using ☰ icon (drag & drop action). Groups can be collapsed and opened using > or ˅ signs. When certain group is collapsed it is possible to change its name, rearrange order or remove entire group.
Note: When removing group as favorite, all of the contacts inside are removed from Favorites section of Attendant Console and shall be added again if needed.
Copy group members to Favorites
An agent is able to copy all group members with one simple action which greatly saves up time spent on manual adding each person using ellipsis button (“More actions”).
Once the group has been found in Contact Center application via any search field, the “Add users to favorites” button will be available to an agent:
Upon pressing, listed group members will be added to the Favorites section – unless they are already there, in such case nothing will happen.
Filter logged-in queues
The Agent page does offer a functionality which allows an agent to hide calls that are waiting in Queues from which the agent is currently logged out. It helps provide a clearer overview of which calls should be handled by the agent currently logged into a certain Queue.
At the Agent page of Contact Center application next to a “In voice queue” label you can find switch with the tooltip description “Filter logged-in queues”.
Advanced search
The Advanced Search feature enhances standard contact search by allowing more specific search criteria, helping users find the right information faster and with greater accuracy. This feature must be first enabled at either Agents or Agent Profiles admin pages.
After enabling the Advanced Search feature, in Contact Center application the new magnifying glass icon will appear:
Upon pressing, new Advanced search window will appear where you can search for desired contacts based on enabled properties (Display name, Department, Job title etc).
Peers
Hovering over a contact’s avatar opens their Contact Card. For Microsoft Entra ID users, the Contact Card includes an Organization view showing their manager, colleagues, and direct reports. Clicking on any of these people opens that person’s Contact Card in turn, showing their own manager, colleagues, and direct reports. This gives agents a quick way to explore a contact’s wider organization.
