Getting started with Ignite

The following sections provide a walkthrough of Ignite’s interface. While this section contains some procedures for viewing and orienting Ignite, agents can access in-depth information on how to use Ignite by following the cross-references throughout.

The following sections describe how agents can use Ignite to:
  • View agent state and state statistics
  • Access agent handling statistics
  • Launch Ignite
  • Sign in and sign out
  • Reconnect Ignite
  • Post feedback and view forums
  • Report performance issues
  • Configure Ignite dashboards
  • Configure agent profiles
  • Manage agent group presence and agent 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)
Parent topic: Ignite
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