Ignite user interface (DESKTOP)

The Ignite user interface contains a Folders pane, a List pane, and a Preview pane that displays information about an active call. The Status bar displays agent status, and the Action bar and Sidebar contain controls for various call handling operations. See the following figure.

Figure 1. Ignite user interface


You can choose to collapse the main Ignite window and only access the Ignite Sidebar or expand the Ignite panes if you also handle non-voice media. Additional options for personalizing the Ignite interface are available to agents. See "Configuring agent profiles in Ignite".

The following sections describe how agents can use Ignite to:
  • View agent state and statistics
  • Access agent handling statistics
  • Log in and out
  • Configure agent profiles, including recording and managing agent greetings
  • View and adjust Agent Group Presence
  • Set and remove Make Busy and Do Not Disturb status
  • Handle calls and perform in-call actions, such as transferring calls, tagging calls with Account Codes and Classification Codes, and requesting help
  • Remove Work Timer (if enabled for the queue)

    See the following figure for a detailed view of the Ignite Sidebar, where the majority of voice agent actions take place.

Figure 2.
Figure 2. Ignite Sidebar

↑