Desk Layout & On-Duty Flow

Last updated · fulliautomatix 1.0.33 · getafix 3.2.65

The Agent Desk (https://desk.<domain>/) is your primary workspace for taking customer calls, managing your availability across queues, reviewing caller history, and tracking your daily performance.

1. Desk Shell Overview

Every screen on the Desk shares a common shell:

  • Left Navigation Rail:
    • Agents see Desk (/), Voicemail (/voicemail, with an unread queue-voicemail badge), and Analytics (/analytics).
    • Supervisors additionally see Floor overview (/floor), Live monitoring (/monitor), Reports (/reports), Alerts (/alerts, bell icon with open alert count), Quality (/quality, open evaluations badge), and Workforce (/wfm, pending leave badge) when those features are enabled on the company.
  • Top Header:
    • Search Box: Quickly filters waiting callers and agents visible on your current screen.
    • Availability Pill: Shows your current call-center state (Off duty, Available, Paused · <Reason>, On call, or Wrapping up) and controls your shift status.
    • Account Menu: Displays your name, the deployed API and Desk versions, a link to open the Admin Console (https://ui.<domain>) in a new tab, and Sign out.
  • Stale-Data Banner: If your network connection drops and no live stream update arrives for 75 seconds, an amber banner appears with an mm:ss timer and dims live KPI tiles until connectivity is restored.
  • Toast Notifications: Action confirmations, refusals, and critical alerts appear at the bottom of the screen and auto-dismiss after a few seconds.

2. Going Available (On-Duty Flow)

When you first open the Desk, your availability pill reads Off duty.

  1. Click the Off duty pill in the header.
  2. If you have more than one phone line assigned, select the extension/line you are using today.
  3. Click Go available.
    • You immediately join the call center on that phone line and are automatically joined to all queues your team membership allows.
    • Your pill changes to Available.
    • In the Queue pane, your joined queues move to the top of the list (undimmed).

3. Joining and Leaving Individual Queues

While you are Available (idle and not paused or on a call):

  • From the Queue Pane: Click Join or Leave on any queue row to join or step out of that specific queue.
  • From the Availability Pill: Open the pill popover and toggle individual queue checkboxes.

Note: Queue membership changes are disabled while you are Paused or On a call. Additionally, if a queue is assigned to a specific Team (for example, Tier 1), only agents who belong to that team can see or join that queue.

4. Pausing and Resuming

When you need to step away from taking queue calls:

  1. Click the Available pill in the header.
  2. Select a Pause reason from the dropdown (Break, Lunch, Meeting, Training, Admin work).
  3. Click Pause.
    • Your pill changes to Paused · <Reason> (for example, Paused · Break).
    • On the supervisor Floor wallboard, your card displays <Reason> · back HH:mm.
  4. To return to taking calls, click the pill and click Resume.

Important Pause Rules

  • At least one queue required: You must be joined to at least one queue to pause.
  • 5-Minute Auto-Resume: By platform policy, a pause automatically ends after 5 minutes, returning you to Available so an agent is never left accidentally paused for the rest of a shift.
  • No Outbound Queue Calls While Paused: While paused, you cannot place outbound calls "as a queue" — the Desk will prompt you to resume first.

5. Leaving the Call Center (Off Duty)

At the end of your shift:

  1. Ensure you are not on an active call (the platform refuses sign-out during a live call) and have clicked Done on any post-call wrap-up card.
  2. Click the Availability pill → Leave the call center.
  3. Your pill returns to Off duty and all queue rows dim.
    • If you click Go available again right away, the Desk automatically waits for your previous session teardown (~1 second) before rejoining cleanly.