Phone call status
Agents to be aware of the call status
Context
One of the main activities performed by the Agent during the session is phone calls. However, even if the call is ended the agent still has an open session to be able to do other necessary activities, like setting the results or filling up outstanding data.
Problem
The phone call status should be visibly transparent on the interface so that the agent has full knowledge when the call has been started or ended.
Solution
On the center part of the agent interface, the call bar status is fully visible for the agent. The states could be reflected in two colors:
- Navy – no call yet or call ended
- Green – on a call (telephone number included)
Configuration
- The phone bar elements are visible on the Agent interface: True \ False
No call yet 
On a call