Omnichannel Agent's Guides

Guide to be followed by omnichannel agents to assist customers.

As an Omnichannel agent, you can log in to your workspace using your username or email, and password. You can handle omnichannel or Livechat conversations.

To be an Omnichannel agent, you must have the Omnichannel Agent role. Contact your administrator if you need the role.

As an omnichannel agent, your home screen has Omnichannel navigation tab that has features for:

• Opening Omnichannel Queue

• Setting Omnichannel Agent's Availability

• Opening up Omnichannel Contact Center

Omnichannel Agent Availability

To make yourself available to take up conversations:

• Click icon to set your status to Available

• Click to set your status to Unavailable.