The Associate Desktop Welcome Screen
The Associate Desktop Welcome screen is the first screen you see when you sign in to the Associate Desktop.
It's the launching pad for all your tasks. From the Welcome screen, you answer incoming engagements initiated by your customers, and you can start meetings or make outgoing calls to your customers.
| Icon or Panel | Description |
|---|---|
| Name and Avatar | Click on your name to open a menu allowing you to change your password, change your avatar, run diagnostics, or sign out. |
| Status | Click on your status to change your current availability status. |
| Incoming Engagements Queue | You can view the list of all engagements in your queue by expanding the queue so that it appears as a panel. |
| Engagements in queue | You can view the total number of calls in a queue and determine how quickly you need to wrap up on the current call. |
| Caller Details Panel | The panel displays caller details for the incoming engagement. The
details you see in the panel depend on the specific context
attributes configured by your administrator and initialized by your
developer. An icon displays to identify the kind of engagement you are answering, such as an audio call. Click Answer to connect with the engagement. |
| Meetings | Click Meetings to generate a meeting link or to join a Live Experience meeting. When Live Experience generates a meeting link, it provides you a unique meeting URL and code. You send the URL to participants by email or by SMS, and you use the code to join the meeting at the scheduled time. |
| Conversations | Click Conversations to start a new SMS
conversation, or to reply to ongoing SMS conversations. A counter
indicates the number of unread SMS messages for you. When you start
an SMS conversation, or when you answer a new SMS conversation, that
conversation is only available to you. Other associates can't read
the conversation or respond to it. The Conversations panel only displays if Live Experience has been configured to send and receive SMS messages. |
| Place a Call | Click Place a call to call one of your
customers. When you click this button, it opens a dialog where you
can look up your customer by phone number. Depending on how Live
Experience is configured, your outgoing call is either completed
over the internet to your customer's Live Experience-enabled mobile
app, or through a telephone line. If the outgoing call connects to your customer's Live Experience-enabled mobile app, then you and your customer are connected over Live Experience. If your outgoing call connects by telephone, then your customer answers the call like a regular phone call. |