Overview of ContactPad

ContactPad is the main interface that agents use when making and receiving calls through Vonage Contact Center.

Agent's state

The first section of ContactPad shows the agent's current state and enables them to change their state.

For information about changing states, see Changing states in ContactPad.

Buttons

Tabs

Depending on which features are enabled for your account, ContactPad has three or four tabs that show information relevant to your agents and their calls. By default, there are just three: home, information, and queue.

Home tab

Open

ContactPad home panel

The home tab contains:

• The agent's name and agent ID: Helspeth G (110)

• The callback numbers available for outbound presentation—available if enabled for your account: --Default--

• The agent's current telephone number—available if enabled for your account.

• The agent's call handling skill groups: 5, 354353

The bottom of the home tab contains two buttons:

• The Log Out button. Agents can click Log Out to log out from ContactPad.

• The Settings button.

Information tab

If the agent is not currently handling any interactions, the info panel contains a message.

Open

You have no active interactions at the moment

Otherwise the info panel contains or one or more interaction cards.

At the bottom of the inform panel, two buttons appear:

• Clicking the left button enables the agent to add a disposition code and notes relating to the interaction. For information about logging interactions, see Logging an interaction in ContactPad.

• Clicking the right button reports bad call quality to Vonage Contact Center. For information about reporting bad call quality, see Reporting problems in ContactPad.

If agents are using ContactPad in Salesforce, they will have an additional feature in the information tab. For more information, see ContactPad in Salesforce.

Queue tab

Open

ContactPad queue panel

The queue tab displays the number of calls waiting in the queues the agent is serving, based on their groups. The number also appears in the tab's tab for quick reference.

If agents are using skills based routing, the number includes calls that the agent can answer because the agent has all the mandatory skills, and calls that are in their personal queue (as well as sharing a service group). The number does not include calls that agents could answer only because a mandatory skill has expired, or because the personal queue has expired.

Messages

Success messages—when you have successfully changed a setting, for example—or error messages—when you try to make a call to an invalid number, for example—appear as toasts at the top of ContactPad.

Clicking the x removes the message, or the message disappears automatically after a few seconds.