Landis Contact Center for Microsoft Teams
  • About
  • Getting Started
  • Setup
    • Organization Settings
    • Set Up Users
    • Set Up Queue
      • Calling Queue
      • Chat Queue
        • Web Chat
    • Set Up IVR
    • Set Up Queue or IVR Resource Account
      • Option 1: Teams Admin Center
      • Option 2: Contact Center (Preview)
    • Set Up Policy Call Recording
    • Set Up Sentiment Analysis
    • Set Up Business Hours Sets
    • Set Up Holiday Hours Sets
    • Set Up Organization Units
    • Set Up Wall boards
    • Set Up Wrap-Up Question Set
    • Set Up Scheduled Reports
    • Set Up Auto Attendant [Teams]
    • Install Teams App
    • Failover Options
  • Daily Usage
    • Agent
      • My Settings
      • Agent Panel
      • Transferring Calls
    • Supervisor / Manager
      • Monitor Live Calls
        • Call Barge
        • Pick Call
        • Listen In
        • Whisper In
      • Listen to Recordings
      • Manage Agent Status
      • Manage Agent Queue Sign-ins
  • Analytics & Reports
    • Home
    • Dashboard
    • Live Calls
    • Queue Status
    • Agent Status
    • Wallboards
    • Queue Summary
    • Agent Summary
    • IVR Summary
    • Queue Details
    • Agent Details
    • IVR Details
    • Recordings
    • Abandoned Calls
    • Queue Calls by Hour
    • Agent Timeline
    • Wrap Up Answers
    • Callback Requests
    • Data Collection Records
    • Call Details
  • Administration
    • Call Settings Policies
    • Data Access Policies
    • Data Collection
    • Direct Call Records Groups
    • Organization Units
    • Queue and IVR Access Control
    • Roles
    • Settings
    • Users
    • Webhooks
  • Maintenance
    • Delete Stuck Live Calls
    • Retrieve Stuck Live Calls
    • Delete Stuck Agent Panel Calls
    • Diagnostics
    • Audit Logs
  • Appendix
    • Agent Status Profiles
    • App Service Information
    • Audio Prompts
      • Audio Files
    • Call Popup
    • Call Loop Detection
    • Create Resource Account Using PowerShell
    • Event Webhook
    • External Recording/audio prompt Storage
    • Feature States
    • Hang Up
    • Integration Permissions
    • IVR Data Dip Power Automate Flow Configuration
    • JSON IVR Design (deprecated)
    • Languages
    • Microsoft Azure Cognitive Services
    • Presence API Service Account
    • Queue Alerting Type
    • Queue Call Back
    • Queue Priority
    • Queue Routing Type
    • Remove Contact Center
    • Report Options
      • Search
      • Date Range Selector
      • Export to Excel
      • Add Filters
      • Edit Columns
    • Reroute on No Answer (RONA)
    • Skills Based Routing
      • Skill Category
      • User Skills
      • Queue Skills
    • Skype for Business Hybrid
    • Teams API Service Account
    • Teams Presence Based Routing
    • Terms and Conditions
    • Timezone Reference
    • Transfer to PSTN
    • Trial Expiration
  • Definitions
    • [Contact Center] Service
    • [Contact Center] Organization
  • Service Health
    • Current Incidents
    • Incident Reports
  • What's new in Contact Center
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  1. Daily Usage
  2. Agent

Agent Panel

The agent panel is where agents can view incoming calls, call controls, call pop data, and wrap-up questions. Agents can also sign in/out of queues and change their status.

A user can access the agent panel by browsing to https://cc.landis.cloud and selecting the agent panel button or by installing the Landis Contact Center app in Teams. We recommend popping out the agent panel when using the Teams app.

Change Agent Status

Select the avatar on the top right corner. This will open a panel on the right side | Under agent status, select an option on the drop-down menu. That status will immediately be applied after making a selection.

An agent can check how long they've been in their current status by viewing the Total Time in Status timer below the Agent Status dropdown.

Sign into Queues

Select the avatar on the top right corner. This will open a panel on the right side | To the right of the queue name, toggle the switch to the right. To sign out of the queue, toggle the switch to the left. The changes will immediately be applied.

This panel can be pinned to stay open. Select the aviator on the top right corner | click the thumb tack icon on the top right.

Complete Wrap-up

If enabled on the queue, the wrap-up countdown timer will show the amount of time given complete the wrap-up.

If enabled on the queue, Wrap-up questions will automatically appear in a panel on the left side. Once the questions are answered, the finish button can be selected or wait until the panel automatically closes at the end of the wrap-up time period.

View Call Pop

If enabled on the queue, the call pop panel will appear on the right side when there is an incoming call alert and while connected to a call. This panel typically shows more information about the caller. It will automatically close at the end of the call.

Last updated 6 months ago

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