Agent Panel

The Agent Panel is designed to provide real-time visibility into queue metrics, enable easy status management, and streamline customer interactions through intelligent response tools.

Status Management & Queue Metrics

The top bar and left sidebar show your availability and the live status of your queue.

• Agent Status (Online / Offline): Click the status dropdown next to your agent name in the top header to toggle between Online (ready to receive incoming chats) and Offline (paused/unavailable).
• Real-Time Queue Metrics: The left sidebar shows the name of your assigned queue and its live metrics. The metrics are split across two views. To switch between them, click the dots below the metrics.

The first view shows metrics for the whole queue:

• Total contacts on hold: The number of customers waiting in the queue.
• Average waiting time: The average time customers in the queue wait before they’re connected to an agent.
• Maximum waiting time: The longest time a customer in the queue has been waiting.

The second view shows the same metrics for your own contacts only:

• Your contacts on hold: The number of your customers who are waiting.
• Your average waiting time: The average time your customers wait before you connect with them.
• Your maximum waiting time: The longest time one of your customers has been waiting.
  

• Available agents: This section shows how many agents are available, with their names listed below. Your own entry is marked (You).

Managing Active Conversations & Actions

When a conversation is assigned, the agent can manage the interaction using the action controls located at the top right of the chat window:

• End Button: Triggers the conversation wrap-up form to officially conclude the session (see wrap-up form section).
• Actions Dropdown: Click Actions to access advanced controls:
  • Transfer conversation: Route the ongoing chat to another agent or department for specialized support.
  • Block contact: Block spam or abusive contacts from starting future sessions.

Response Tools & Message Editor

At the bottom of the conversation window, agents can switch between three response modes to handle customer replies effectively:

• Keyboard: Use standard text input to type personalized responses manually.
• AI Assistant: Harness built-in artificial intelligence to draft, rephrase, or suggest optimal responses based on the context of the chat.
• Templates: Access pre-approved message templates. Use the Search by name search bar to quickly filter and select templates for faster response times without manual typing.

In-Context Quoted Replies

Agents can now view the full context of quoted and replied-to messages directly within the chat widget. When a customer references a specific message, both the original text and the new reply appear seamlessly linked, eliminating confusion during extended conversations and allowing agents to understand intent instantly without scrolling through chat history.

Ending a Conversation & Wrap-Up Form

When an agent clicks the End button at the top right of the chat window, a Wrap-Up Form will automatically pop up. This form is fully customizable by each company according to their specific business priorities, tracking needs, and internal workflows.

This form allows agents to document key interaction details, helping to improve overall service quality and maintain accurate reporting logs:

• Comments: A free-text box where agents can log internal observations, notes, or specific details about the conversation.
• Reason for completion: A configurable dropdown menu to categorize why the conversation is being closed. Options can include:
  • User query resolved: The customer's inquiry was successfully answered.
  • The query no longer applies: The issue became obsolete or non-actionable.
• Checkboxes / Additional Categories: Custom options (e.g., Option 2, Option 3, etc.) to add relevant tags, sub-reasons, or secondary categories based on company priorities.
• Cancel Button: Closes the form modal and returns the agent to the active chat without ending the session.
• End Button: Submits the form data, closes the chat, and frees up agent capacity to receive new incoming queries.

Tags

Assigning tags to contacts in the indigitall Contact Center panel enables agents to categorize customer interactions in real time, automatically populating user profiles in the Customer Data Platform (CDP) for precise audience segmentation.

How CDP Tag Integration Works
When an agent assigns a tag to a contact, indigitall updates that customer's centralized profile in real time. These tags serve as dynamic attributes within the CDP, allowing marketing and operations teams to automatically build targeted audience segments (e.g., users interested in NewProducts, specific platforms like Android/iOS, or campaign leads) for omnichannel messaging without manual data exports.

Assigning Tags to a Contact

• Open a conversation in the Contact Center agent dashboard.
• Click + Assign tags (or the blue + icon next to existing tag pills above the chat window).
• Use the Search tag field to locate an existing tag, or select one directly from the list of available tags.
• The selected tag attaches instantly to the user profile and updates their CDP metadata.

Creating and Managing Tags

• Click Manage tags at the bottom of the tag selection dropdown menu.
• In the Create new tag field, enter a descriptive label (e.g., NewProducts).
• Click Create to add the tag to your workspace's global list.
• Use the Edit or delete tags panel below to rename or clear unused tags. Note: Editing or deleting tags will affect all historical and ongoing conversations where those tags are currently applied.