Agent Functions

Leverage your ability to communicate with customers across multiple channels, manage cases, and work with your colleagues by learning basic agent functions.

Phone Queue

A Phone Queue delivers incoming phone calls to Available agents assigned to that queue. Most contact centers have more than one phone queue.

Inbound Phone Transactions

The longest waiting call, or highest priority interaction in a queue is delivered to the next Available agent.

At the same time, Virtual Contact Center’s local CRM will search for existing records in the database, based on the caller’s phone number. If the customer is in the system or if a case exists, the CRM will display that customer’s information.

Outbound Phone Transactions

Agents assigned to this queue can make outbound calls to external numbers or contacts.

Outbound Phone Codes may be required to set Caller ID options, or to track the purpose of an outbound call.

Agent to Agent Call

You can call another agent by entering their full phone number in the Phone tab, or by selecting the menu option in the Agent Status tab.

Call Controls

Use call control functions to manage live calls.

3-way Conferencing

You can Join Lines to merge two active phone calls into a 3-way conference.


Transfer a call, either with a warm introduction, or complete a blind transfer without speaking to the receiving party. You can also transfer calls back to a Queue, or to an outside line.

Pre-recorded Voice Messages

You can pre-record messages to play during inbound or outbound calls, for example, if you reach a customer’s voicemail.

If you have Direct Agent access, you can record a personal voicemail greeting for your extension.

To play pre-recorded messages, select Options from the drop-down menu during a live call.

Voicemail Queue

The Phone Tab delivers voicemail messages for processing to agents assigned to the Voicemail Queue. Voicemail interactions cannot be transferred or forwarded.

Email Queue

Agents can receive and respond to customer inquiries through the Email Queue. When Agent Console offers you a new email interaction, the local CRM presents the email in the CRM panel.

Chat Queue

The Chat Queue allows you to accept inbound chat interactions, handle multiple simultaneous chats, insert FAQs into your interactions, and communicate quickly with fellow agents.

Chat Interactions

Agents who are assigned to the chat queue and are available will be offered chat interactions. Administrators can configure agents to be able to receive multiple chats at one time.

Multilingual Support

Customers can choose to chat from any of the support languages. Agents can handle chats in the languages supported or use an automatic translator.

Manage CRM Cases

Virtual Contact Center’s local CRM provides customer and case management capabilities to companies that are not using a third-party CRM.

When a transaction comes in, Virtual Contact Center searches the database to find matching customer information.

Status and Logging Out

Some companies require agents to enter a Status Code when your availability changes.

You must be On Break or Working Offline before you can log out of Virtual Contact Center.

Next Steps: Supervisor Role and Additional Features

The next two sections review supervisor functions and additional features available in Virtual Contact Center.