Overview
User guide for agents taking calls on the Voice desktop.
The Voice desktop is where an agent works a phone shift. This guide follows the order you meet the product: set yourself up, take a call, work it, close it.
Getting started
Signing in, reading the screen, setting your status, preparing audio.
Receiving calls
The incoming call window, routing information, and the accept-by window.
Call controls
Mute, hold, supervisor help, transfer, keypad, and ending a call.
Recording and compliance
Recording states, pausing for payments, and consent rules.
Call information panels
Assist, workflows, customer details, transcript, sentiment, coaching.
Call completion
Wrap-up, the time limit, the waiting screen, and breaks.
Reference
States, statuses, how your figures are calculated, and troubleshooting.
Before you start
Your organisation has its own address, in the form yourcompany.cc.ctrlagent.ai.
Use the one your supervisor gave you — signing in elsewhere will not show your queues.
Screens in this guide are taken from the product. Some details — the customer fields, the workflow shortcuts, and the recording rules — are configured per organisation, so yours may differ. Where that is the case, the guide says so.