The VidyoEngage™ solution comes with pre-built browser test clients hosted on the VidyoEngage server itself. This article discusses the agent flow that Tenant Admins can use to test for agents who use a browser to access VidyoEngage.
VidyoEngage is compatible with the following browser clients:
The VidyoEngage Agent client must use browser window size of 1440 pixels or higher in order to properly view the interface.
- VidyoWeb™ for Chrome Extension
- VidyoWeb Plugin
- Internet Explorer®
- VidyoWeb Plugin
- VidyoWeb Plugin
Logging in to the Agent Dashboard
Agents can log in to the agent dashboard with their agent credentials that the Tenant Admin has created in the VidyoEngage Admin UI.
To log in to the dashboard, enter the following information:
- Your username in the Username field.
- Your password in the Password field.
If the option to authenticate using LDAP is enabled by the Tenant Admin, then the username/password entered must match the agent’s LDAP credentials configured in the VidyoPortal.
Managing the Agent Dashboard
Agents can do the following from the dashboard:
- Change their availability status
- View profile behavior configurations
- View incoming calls from the online queue
- Schedule meetings
Changing the Availability Status
Agents can change their availability status to either Online or Not Available by clicking in the upper right of the dashboard.
Viewing Profile Behavior Configurations
Agents can click in the upper right of the dashboard to view the profile behavior configurations that the Tenant Admin has set for both agents and customers in the VidyoEngage Tenant Admin UI. For more information, see the "Configuring the Agent’s Profile Behavior" and "Configuring the Customer’s Profile Behavior" sections of the Managing Profile Behavior Configurations article.
Viewing Incoming Calls from the Online Queue
Audio and video alerts are provided for incoming calls. The visual alert is displayed at the bottom right of the Agent dashboard no matter what tab you might be on (e.g., Online or Scheduled).
The Online tab contains incoming calls that customers have routed to the agent. The agent can pick up calls from the Online tab by clicking .
The agent’s status must be “online” in order for the call to appear in the online queue.
If the agent picks up the call, a two-way video call is initiated between the agent and customer. Based on the configurations set by the Tenant Admin via the VidyoEngage Tenant Admin Ul, the following in-call settings may be enabled or disabled for the agent:
- Full Screen
- Content Share
For more information, see the "Configuring the Agent’s Profile Behavior" section of the Managing Profile Behavior Configurations article.
Inviting an Agent to the Call
To invite an agent to the call:
- Click the INVITE AN AGENT button.
The CONFERENCE LINK pop-up appears.
- Copy the link from the CONFERENCE LINK pop-up and send it to the agent so that they can join the call.
Inviting Another Customer to the Same Call
To invite another customer to the same call:
- Click the INVITE TO CALL button.
The Current Interaction Link pop-up window appears.
Copy the link from the Current Interaction Link pop-up and send it to the additional customer so that they can join the same call.
Transferring the Call to a Different Agent
To transfer the call to a different agent, select a skill from the Transfer Call drop-down. The call with the current customer disconnects and the call is re-routed to another agent.
The agent can click on the Scheduled tab to create a meeting with a specific customer.
To schedule meetings:
- Enter or select the following information:
- Customer Name
- Select one of the following radio buttons to indicate how the call should be routed:
- Agent – assigned to your online queue
- Skill – assigned to you only if the necessary skill is associated to your profile by the Tenant Admin in the VidyoEngage Tenant Admin UI.
- Additional Details
- Click the SUBMIT button.
A pop-up appears with a link to the scheduled session.
The agent can use external email clients, such as Outlook and Gmail, to send this link to the customer.