Customer Information

Once the call begins, the agent will be able to see some of the caller's information. Some information is shown by default, while there is a possibility to provide extra information through the integration code. 

Default:

1. Queue: specifies the queue the caller was calling from
2. Browser: specifies what browser the caller is using
3. Time in queue: how long a caller waited in a queue before entering a call

Here you can read more regarding how to provide extra caller information to an agent.

Settings

During a call the agent can change their video and sound settings from the bottom right.

Generate meeting link

Generate a link that can be shared with a customer to join another queue. 

• Click on Generate meeting link to generate a link by first selecting which queue from the dropdown, then click Generate to receive the link. 
• This link can then be shared directly in the chat to the customer, or any preferable external platform so the customer can join the meeting on the fly. 

End call

• Click on the hang-up button to leave the call.
• You will be prompted to confirm  “Leave call” action or cancel it.  
• The agent can also block the user to receive future calls, you can read more about this here LINK TO ARTICLE