Call Center Agent Guide

This guide provides guidance on how to manage your availability status in queues, and process queue call interactions using a unified agent portal available on web, desktop, and mobile devices.

Audience

This guide is intended for customer service representatives (agents) who handle inbound voice calls from customers.

Agent portal

To enhance communication mobility and improve agent productivity, the Yeastar Call Center provides a unified agent portal integrated into the Linkus UC Clients that is available on mobile, desktop, and web-based platforms. Agents can efficiently handle queue calls anytime anywhere through the supported clients.


Supported Client	Description
Linkus Web / Desktop Client	The Linkus Web Client and Desktop Client allow agents to access the call center functionalities from intuitive Call Center workspaces, Wallboard and Queue Panel, equipped with all the necessary tools for efficient call interaction and queue management. For queue-related operational instructions for the agents using the Queue Panel, see Agent operations on Web Client / Desktop Client. For operational instructions for agents with access to the Wallboard, see Call Center Supervisor Guide. For more information about utilizing Linkus Web Client or Desktop Client, see Linkus Web Client User Guide or Linkus Desktop Client User Guide.
Linkus Mobile Client	Available as a mobile application, Linkus Mobile Client provides agents with access to essential call features, allowing them to handle queue calls and update their availability status from their mobile devices, ensuring that agents can stay connected and responsive on the go. For queue-related operational instructions on Linkus Mobile Client, see Agent operations on Mobile Client. For more information about utilizing Linkus Mobile Client, see Linkus Mobile Client User Guide.