Agent Portal Home Page 

Note: The Agent Portal is available in the Customer Interaction Center 4.0 Service Update 3 ES, which follows the 4.0 SU 3 release, and also in later versions of CIC. If you are using the CIC 4.0 SU 3 release, you won't see the Agent Portal until you apply the ES.

The Agent Portal Home page displays the following, if the user has the appropriate licenses:

• Agent status

• Quality Average

• Satisfaction Average

• Statistics

• Work Schedule

• Quality and Satisfaction Trends

• Quality and Satisfaction Results

• Wrap-up Code Distribution

For more information about the required licenses, see Access to Features in the Agent Portal.

On the Home page, the Quality Average, Satisfaction Average, and Quality and Satisfaction Results percentages are color coded.

Related Topics

Introduction to the Agent Portal

Agent Portal - Statistics

Agent Portal - Quality and Satisfaction Trends

Agent Portal - Wrap-up Codes

Agent Portal - Feedback Results

Agent Portal - Work Schedule