Omni Desktop Interface
Overview
The Omni Desktop Interface provides Customer Care Agents with a unified workspace to manage multichannel interactions, including voice calls, Web Chat, Open Channels Interactions, E-mails, SMS, Fax and more.
In addition to handling customer interactions, agents have access to the following tools (based on granted permissions):
Contacts: an advanced address book for managing customer data
Internal Messaging: for communicating with other team members
Voice Call Logs: a list of calls managed by the agent, including general calls, scheduled calls and abandoned calls
Call Recordings: Playback of recorded interactions (if enabled)
The available features and applications within the Omni Desktop Interface depend on the permissions assigned to each agent by an Administrator or Supervisor.
⚠️ Note: Any feature or utility not enabled for an agent will be automatically hidden from their sidebar menu.
Sections
