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Agent Portal

The Agent Portal appears when an agent logs on to Interaction Web Portal. The Agent Portal displays statistics, the agent's current status and schedule, quality and satisfaction results, and feedback results for the agent.

Note: The Agent Portal is available in Customer Interaction Center 4.0 Service Update 3 ES, and 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.

When in an available status, agents cannot use all of the features of the portal. For example, an agent can view statistics and feedback results, but cannot request time off. Because agents are constantly busy working with interactions, the full features of the agent portal are only available when the agent is not in an available or after call work status.

Agent Portal Launch Page

Agent Portal Request Time Off

Agent Portal Feedback Results

To view the agent portal, log into Interaction Web Portal as an agent.