Symptom / Need

The user needs to understand the layout and functions of the AgentBox interface to navigate and manage its tools efficiently.

Context / Scenarios

When you log in to AgentBox, you are presented with a screen with different sections that allow you to manage interactions, calls, and other key functions.

Answer (Solution/Recommendation)

Left side menu

This main menu allows you to access different tools:

• Dashboard : General statistics, campaigns, chats, calls and user interactions.
• Gamification : Display interactive statistics and access to internal chat (if enabled by the administrator).
• Voice : Management of the voice channel and telephone calls.
• Chat : SMS management, web chats and integrated WhatsApp.
• Interactions : Handling emails and connected social networks.
• CRM : If the user has access to Wolkvox CRM, they will be able to manage it from here.

Note: Some options may be disabled depending on administrator settings.

Top bar

Includes tools and shortcuts:

• Agent Status : Allows you to view and change the status in real time.
• Current Date : Displays the system date.
• Cobrowsing : Real-time assistance via screen sharing and voice.
• Send Messages : Quick access to WhatsApp and SMS.
• Settings : Sound, microphone, camera and Internet settings.
• Smart Dial : Smart dial function.
• Notifications : Alerts and important messages.
• Logout : Safe exit from the system.

Note: The hamburger menu button (three horizontal lines) allows you to expand the side menu icons.

Agent Information

Located at the top center, it shows:

• Agent name .
• State color (subject to availability).
• Time elapsed in the current state .
• Status button : Allows you to change status depending on the configuration.
• "Leave queue" button : Option configured from the Manager so that the agent can decide to leave the service queue.

Types of agent states

Each state has a distinctive color:

• Ready (Available - Green) : Ready to receive or make calls and interactions.
• ACW (After Call Work - Red) : Call typing after the interaction has ended.
• Logout (Disconnected - Gray) : Indicates that the agent is off the platform.
• Auxiliary states (Violet) : They represent internal processes such as break, training or lunch.
• Talk (On Call - Blue) : Indicates that the agent is on a call. When finished, the agent automatically switches to ACW .