Navigating the Contact Center desktop

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<p id="docs-hc-snippet" style="display: none;">The Contact Center desktop gives you essential tools and information, including agent status, contact search, outbound calls, recent performance dashboards, and agent and supervisor settings.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p" dir="ltr">The Contact Center desktop gives you essential tools and information, including
agent status, contact search, outbound calls, recent performance dashboards, and agent
and supervisor settings.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_a31_5gm_rgc">
<li class="li"><a class="xref" href="#agent-status">Agent status</a></li>
<li class="li"><a class="xref" href="#contact-search">Contact search</a></li>
<li class="li"><a class="xref" href="#outbound-call">Outbound call</a></li>
<li class="li"><a class="xref" href="#dashboard-perform">Recent performance dashboard</a></li>
<li class="li"><a class="xref" href="#settings-agent">Agent settings</a></li>
<li class="li"><a class="xref" href="#settings-admin">Admin settings</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="agent-status">
<h2 class="title topictitle2" id="ariaid-title2">Agent status</h2>
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<p class="p" dir="ltr">After signing in to Contact Center, your agent status is offline by
default. You need to change your status to available to make or receive calls.</p>
<p class="p" dir="ltr"><img class="image" id="agent-status__image_ep4_bbx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_1.png" width="450"></p>
<p class="p" dir="ltr">You can select a different status by clicking on your profile at the
top-right of the desktop.</p>
<p class="p" dir="ltr"><img class="image" id="agent-status__image_snp_1bx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cs_2.png" width="450"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="contact-search">
<h2 class="title topictitle2" id="ariaid-title3">Contact search</h2>
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<p class="p" dir="ltr">Contact search helps you to search customers by using one of the following
details:</p>
<ul class="ul" id="contact-search__ul_ffr_x3h_pgc">
<li class="li" dir="ltr">Profile ID</li>
<li class="li" dir="ltr">Email address</li>
<li class="li" dir="ltr">Phone number</li>
<li class="li" dir="ltr">Full customer name</li>
<li class="li" dir="ltr">Account number</li>
</ul>
<p class="p" dir="ltr">To access Contact search click the search icon next to the agent
status.</p>
<p class="p" dir="ltr"><img class="image" id="contact-search__image_mwr_z1x_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_3.png" width="450"></p>
<p class="p" dir="ltr">Opening the Contact search panel displays 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.</p>
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr"><img class="image" id="contact-search__image_qss_y1x_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_4.png" width="450"></p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="outbound-call">
<h2 class="title topictitle2" id="ariaid-title4">Outbound call</h2>
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<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr"><img class="image" id="outbound-call__image_y4w_v1x_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_5.png" width="450"></p>
<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr"><img class="image" id="outbound-call__image_vcy_51x_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_6.png" width="450"></p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="dashboard-perform">
<h2 class="title topictitle2" id="ariaid-title5">Recent performance dashboard</h2>
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<p class="p" dir="ltr">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. </p>
<p class="p" dir="ltr"><img class="image" id="dashboard-perform__image_n51_51x_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_7.png" width="450"></p>
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<div aria-labelledby="ariaid-title6" class="topic nested1" id="settings-agent">
<h2 class="title topictitle2" id="ariaid-title6">Agent settings</h2>
<div class="body">
<p class="p" dir="ltr">You can open the Agent settings by clicking on the gear icon, to the right
of the desktop. </p>
<p class="p" dir="ltr"><img class="image" id="settings-agent__image_i32_t1x_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_8.png" width="400"></p>
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<div aria-labelledby="ariaid-title7" class="topic nested1" id="settings-admin">
<h2 class="title topictitle2" id="ariaid-title7">Admin settings</h2>
<div class="body">
<p class="p" dir="ltr">Administration settings are only available to Contact Center admins. To
access the settings, click the gears icon (<img class="image" id="settings-admin__image_axs_sdx_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="20">). </p>
<p class="p" dir="ltr"><img class="image" id="settings-admin__image_nmy_r1x_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cd_9.png" width="550"></p>
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