In the horizontal header, you can do the following:

• See your availability state
• Use Webex App to collaborate with others within your organization
• Make an outdial call
• Access Cisco AI Assistant
• Access your notification center
• Access your user profile settings

The navigation bar is where you can access:

• My workspace: You can see the updated Task List pane that provides a single pane view of all incoming, ongoing, and completed interactions.
• Agent Performance Statistics : If your profile is configured for statistics reporting, you’ll see the Agent Performance Statistics icon, where you’ll find the historical and real-time statistics as an agent.
• Share Feedback (): You can share feedback on Desktop performance.
• Help: You can access the documentation at the Help Center.

The refreshed Desktop user interface features an improved Task List pane, allowing you to view all interactions through the following tabs:

• Active: Displays all ongoing and currently active interactions. It shows key data fields including call type, customer phone number, DNIS, queue, and elapsed time. You can accept and view incoming requests and view the initiated outgoing requests in the Active task list and start communicating with the customer.
  • Handle interactions: Accept only one voice call at a time (excluding consult calls), but you can handle both a digital interaction and a voice call simultaneously from the Active task list.
  • Sort interactions: Click the Sort icon next to search bar to organize the task list by Recently assigned, Newest message, Longest wait, or Customer name (A–Z).
• Closed: Presents a chronological log of recently completed interactions across all channels, with details such as customer name, email, task duration, and wrap up code.
  • Sort interactions: Click the Sort icon next to search bar to organize the task list by Recently assigned, Newest message, Longest wait, or Customer name (A–Z).
  • Edit customer information: Hover over and click the Edit icon to update the customer phone number associated with the task before initiating an outbound interaction with the customer.
  • Initiate outbound call: Hover over the customer phone number from the Closed task list and choose Click to Call to initiate an outgoing interaction with the customer.

By default, the Task List pane is expanded. If the Task List pane is collapsed, you can see a popover at the bottom-right corner to accept the interaction request.

• Interaction control pane: For any task in the Active, Queued, and Closed task list pane, the interaction control pane appears at the top center.
  • During any active interaction, the interaction control pane displays customer information, connected timer, control buttons, and more.
• Schedule Callbacks: You can schedule both inbound and manual outbound callbacks directly from the desktop during a live interaction or even in a wrap-up state. You can configure callback details such as customer name, desired time (from 30 minutes to 30 days), time zone, callback number, and queue name. This provides greater flexibility in managing customer follow-ups and proactive outreach.
  • For any completed interaction, the interaction control pane displays customer information, queue name, and other interaction details.
• Conversation widget: View conversation transcripts (live or IVR) for any Voice, Email, Chat, or Social interaction selected from the Task List pane.

  For any queued interaction, you can preview conversation transcripts in read-only mode before picking up a task, providing crucial context for efficient handling.

  For any active voice interactions, you can see the conversations in the IVR transcript tab.

  The IVR transcript tab allows you to view the conversation between the virtual assistant and the customer (caller). The widget is displayed only if your administrator has configured the widget for you.