Desk View - Builder

Desk View is a section available from the side menu, available to authorised users. 

Desk View - allows a user to create a graphical layout of the call centre floor with informational tiles. 

Desk View default page header

On the right-hand side is the INVADE Solution monitoring tools allowing you to interact with the extension in 3 ways:

Monitor - the ability to listen to the agent extension
Coach - the ability listen and speak to the agent making the call
Barge - the ability to listen and speak to the agent & respondent

To use this feature, enter your number ~(i.e. extension number, cell number etc (Depending on Outbound set up) and the INVADE Solution will call you.
Note. By default you must start as a monitor, before progressing to Coach & Barge (forced from mid November 2020 Release)

Icons top right = INVADE Solution connected

User  = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

On the left-hand side, you have various options 

Selected view - when clicked you can toggle an existing room

Add View - when clicked you can name a new view (room). 

Add location - Add a new agent location / extensions. 

Click on Add locations to 'live location' alternatively you can add locations you are about to add to the INVADE Solution by clicking 'Add custom Location'.

Desk View - Tiles 

Tiles within the desk view builder represent the current state of that location (location will often be the extension number)

States
green = Agent currently in a call (INCALL)
salmon pink = Agent currently waiting for a connect respondent (WAITING)
purple = Agent is currently in wrap up (WRAPUP)
yellow = Agent is unavailable (UNAVAIL)

Tile Details
Dot = Location is currently being recorded
Headphones = Call is currently being monitored
Top Centre (shown as 6022 on left tile) = location number (often the extension number)
Middle Centre (shown as A6022 on left tile) = Agent Name
Bottom Centre (Shown as INVADE0105181 on the left tile) = Campaign name

A location added but not live on the INVADE Solution will be a white tile

How to build a Desk View

The image below is a Desk View called 'Home Workers' created to represent the Agents who work from home. As you can see we have created a 'pod' with an active supervisor on the left (6012) who is based in a call centre. The White tile is the new extension waiting to be added. Anyone (with the correct access) can build a view for a pod.

To create a new desk view:

1. Click on Add View and enter the name for the Desk View, in this example, it is named INVADE 3rd Floor and click on the  icon.

Once saved, you will need to select from the drop-down list to have this as an active session

you can add existing locations from the 'add location dropdown list' or add a location not yet logged into the CATI i.e. as part of the preparation when setting up a new pod 

Once you are happy with the Desk View, don't forget to 'save' the view. 

This will now be available to the User logged in Note. Desk View is not transferable between users.