Navigating the Contact Center desktop

The Contact Center desktop offers tools like agent status, contact search, and outbound calls to streamline your workflow. Access recent performance dashboards and adjust agent or supervisor settings as needed. Use contact search to find customers by details like email or phone number, and manage favorites for quick access. Outbound calls are made easy with the number pad and Quick connects.




The Zendesk for Contact Center desktop gives you essential tools and
information, including agent status, contact search, outbound calls, recent performance
dashboards, and agent and supervisor settings.
This article contains the following topics:

Agent status
Contact search
Outbound call
Recent performance dashboard
Agent settings
Supervisor settings



Agent status

After signing into Contact Center, your agent status will be offline by
default. You will have to change it before you can make or receive calls by clicking
Set status to available.

You can select a different status by clicking on your profile at the top
right of the desktop.




Contact search

Contact search helps you to search customers by using one of the following
details:

Profile ID
Email address
Phone number
Full customer name
Account number

To access Contact search click the search icon next to the agent
status.

Opening the Contact search panel will display a list of your last six
customer interactions. Opening a customer profile from Contact search gives you
access to their conversation history, previous tasks and notes, resolution codes and
additional customer details.
You can favorite customers by clicking the star icon to the left of the
customer’s name. You can then click Favorites tab to view any contacts you have
saved as a favorite. Contacts can be removed from favorites by clicking the star
icon again.




Outbound call

The Outbound call button opens the Quick connects tab, giving you
access to the number pad in order to place outbound calls from the Contact Center
desktop.
You can search Quick connects using the search bar. Quick connects for
external numbers will be listed in the panel, if they are set up. Additional Quick
connects might not be available until you are on a call.

To dial a number, go to the Number pad. You can select a country
code from the dropdown by clicking on the flag next to the country code already
selected.




Recent performance dashboard

The recent performance dashboard needs to be enabled by a Contact Center
admin, using the supervisor settings. It can then be accessed via the dashboard icon
at the top right of the desktop.




Agent settings

You can open the Agent settings by clicking on the gear icon, to the right
of the desktop.




Supervisor settings

The supervisor settings are only available to Contact Center admins. To
access the settings, click the gears icon ( ).