Welcome to the Agent Guide

Welcome to the Agent application guide. This is a document for Agents and Supervisors to understand the Agent application's interface and modes of operation.

Note

The Supervisor Guide contains extra information with regards to monitoring and other aspects.

Please use the links on the left of this page to access the chapters directly. You can also filter the list of chapters by typing keywords in the search field at the top of the list.

TelXL Agent Application

The TelXL Agent application is the part of TelXL that you as an Agent interact with to see and work with tasks.

It enables you to answer or initiate voice calls and emails, collaborate with your co-workers while engaged with the customer during a voice call, chat, email or social messaging conversation, or get help from external consultants.

You can also access certain key performance indicators (KPIs) relating to your performance, the overall performance of your queues, the availability of your teammates, etc.

Access with a Browser

The TelXL Agent application is a browser based application.

The internet browser software should be kept up to date. Cxp provides a list of supported browsers.