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 open 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 | Select Save

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.
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 right 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 modified 23d ago