Agent View

The Agent View is designed to be used by Agents themselves for everyday processes. The view is customizable through the Ivinex View Editor. It can be set up to show call scripts, record details, or whatever you would like the Agent to look at.  This is the default view for incoming calls. Below is an example of what the Agent View could potentially look like. You also have the option to rename it to something more suitable to your needs. In this example you will see the Customer Card view on the Ivinex demo site.

In this example of an agent view, we have four main windows (The Tickets window at the bottom is there for testing purposes at the moment.) When connected to a dialer, the incoming call will populate the Customer Card window to show the client who is calling in.

• The Customer List window at the top will list all clients in the system and if the incoming call is not associated with any client in that record list, it will allow you to create a new client record.
• The Ticket Details window will automatically populate an empty or blank ticket to be filled out with the call if necessary.
• We also have the contact history with that particular client listed below in the Customer Card information.
• The Research window is a great way to provide training and resources to your agents while they are interacting with clients and provide basic answers that they may encounter.

Since the Agent View is customizable to your use case, how it appears will be different for everyone.