Agents spend nearly all their time in the Agent Workspace, which is unchanged. The only visible change for agents is that the icon to access the workspace has moved. Once inside, everything is the same as before.
Please use this one-pager to highlight the minimal impact for agents.
Update: You can now see an embedded version of this one-pager/cheat sheet on our Resource Center here. This page also includes additional information regarding the modern, new UI.
HI! Is there a French version of this one pager please?
Thanks a million for the Agent One-Pager!
Since we are located in Germany with a couple thousand Agents, will the One-Pager also available in localized versions e.g. in German early next week? ;-)
From the perspective of our agents it will be quite the change, they are used to start interactions on the left hand and see their conversation history, going then on queue and whith receiving their first call the agent script is opening etc.
With the new UI this changes significantly.
We're aiming for early next week.
Great news! Do you have a timeline for that?
Yes, we are planning on uploading this to the Resource Center. We will be sure to post the link on this page once it is uploaded.
Will this be posted in the resource center? I'd appreciate being able to share a link to it knowing that any updates will be accessible, rather than sharing a downloaded version or needing folks to log in here to see it. Thank you!
I'm not sure this is enough for frontline staff
yes the primarily use it for making and receiving calls. But I think they will want to know, how do I get to My Interactions to find a call, how do they check their schedules etc. These are also important, the UI impacts frontline more than just how to make a call.
Thank you both for the feedback! We will definitely take this into consideration for future documentation.
You may also find this page in our Resource Center helpful, which goes into a lot of great detail on the new navigation interface, such as the legacy vs. current (new) menu.
Best regards,
Darius
Thank you! I think it's also worth mentioning that agent workspace components are moved sideways. Agents prefer to have dashboards visible, too, especially when working from home. Then they need to be able to find new Workspace.
In our company we would like to kind like to ask for a more comprehensive document, even though it's a one-pager. Thank you!
Thank you for this document. It seems to be missing components from the menu.
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