Agent Panel

What does agent panel mean?

An agent panel is a consolidated dashboard that enables contact center agents to manage and streamline customer communication via calls, chats and email across multiple channels. Here are a few ways an agent panel benefits a business:  

• More productivity: Agents can handle multiple inquiries simultaneously, reducing customer response times and increasing throughput. 
• Happier customers: Access to full customer histories allows agents to tailor conversations and have targeted interactions. 
• Quicker training: User-friendly interfaces and centralized resources simplify the learning curve for new agents, enabling quicker onboarding. 

 Now that you understand what an agent panel is, let’s jump into how it works.   

How does an agent panel work?  

An agent panel is fortified with various capabilities that empower agents to deliver good customer service, including:  

• Unified dashboard: Consolidates customer interactions and context in one panel, preventing customers from repeating details. 
• Seamless integration: Enables integration of external tools via APIs, reducing screen switching and enabling multitasking. 
• Task management: Agents manage and resolve customer inquiries and issues in real time from the panel. 
• Agent assist: Includes canned responses, guided customer service workflows and AI-generated replies to expedite service delivery.