What is Agent Messenger?
Agent Messenger is a widget that you can use to report voice quality or other softphone issues while on, or after a call - It will also let you know if there are issues with your network, your PC is overloaded, or your headset can connect properly.
How can I move the widget, so it does not get in my way?
When the widget is in a closed state the tab can be dragged up and down.
When its open you can move it to the left or right of your browser window.
Using the widget to report issues will really help the IT teams fix problems.
Start by clicking on the widget and selecting REPORT
Now, click on Category and select the option that most closely describes your issue:
Next, click on How bad was it? to capture the scale of the problem:
You have the option to add Comments with any details you think may help find and fix the issue.
Finally select Report issue - and then the X (top right-hand corner to minimize the widget.
Notifying you of an issue
Agent Messenger widget will display a red pulsing icon, if issues with your network, PC performance, or even headset sharing are detected that could cause problems with voice quality or the operation of your softphone, here's what you will see..
Poor Network Performance
Headset permissions blocking audio
Example Discreet Notification:
Opening the widget will explain what was detected, select View Details for information on how to resolve the issues, or even scroll down to Report an issue.
To acknowledge the alert simply click the 'thumbs-up' icon. This will clear the alert immediately, and mark the alert as acknowledged in the history.
Select X (top right-hand corner of the widget) to minimize it
If you don't acknowledge the alert, it will clear when a new call is offered.